3 replies to this topic

[revert]

Hello,

Some of my users have been complaining of the livezilla clients constantly freezing since our upgrade to 4.0.1.1. The server is hosted off site, and there are other sites with reps using this version with no problems, so I was hoping for some troubleshooting advice from a desktop tech point of view. I’m seeing this issue on Win7 SP1 and XP SP3 so far.

I spent of time with one of our users today, she demonstrated the freezing issue. Any new chat requests that come in freeze her client for 10-20 seconds, and when she has a chat open, the program freezes constantly for 5+ seconds in the middle of typing every time she responds.

The client freezing when a new chat request or visitor shows up tipped me off to try turning off the geotracking, but that had no effect. I noticed that the personal folder was set to a network location, thought that setting it to somewhere on the local computer would help but that had no affect either.

Both of these users access citrix servers with no issue, at the same place offsite, over the same line, so I don’t think that the fiber line is the issue. The users also have not had any issues with any other programs freezing on their computer. In addition, we’ve been through at least two other versions of livezilla clients here without any reports of freezing. I’m at a loss, can does someone have any ideas on some things I can try?

Thanks for your time,
Rob

[Derek Punzova]

Hello Rob,

Thanks for your report and all the details. We are not aware of this problem but based on your description, I think this may be related to playing sounds in the client. There's a new sound level option which may be the culprit.

Please deactivate all sounds in the client's options and try again.

[revert]

Derek,

Thanks for your reply, I have tried turning off all sounds on a handful of the clients and the users reported to me today that there has been no change. Are there any other steps that i could take to try to allieviate the freezing issue?

Thank you very much.

-Rob

[Derek Punzova]

We still don't have any other reports about this problem so I am sure that this is related to your environment and/or to other products you are using.

Is there anything special with these computers we should know about?

You said that the freezing happens when a new chat comes in. There are just two (native) things happening at that time:
1.) A sound is played (we can exclude that know).
2.) A new instance of the Internet Explorer is being created.

So I guess this is related to the IE. How long does it take to open the IE outside from LiveZilla?

Any IE toolbars or plugins you have installed? If yes, please try to activate them for a day.

Can you rememeber the last LiveZilla version that worked for you?

Thanks.