One user never shows online after upgrade to

alexz · 2017-05-28 09:53:57

Hi,

First of all - what an amazing tool LiveChatHelper is! Incredible job Remigijus!

I have a weird behaviour since I upgraded from a version that was a few years old, to 2.63

Before: I had 1 main user - that would always be logged in and handle chats if they came up. I also had an admin user and a couple of users for me to experiment with.

Now: That 1 main user seems invisible!

I checked
- they are logged in
- in their user settings they are not invisible
- I have only 1 department and they are members
- They have operator role

yet, when they login, the system does not recognise they are online
when I login with the admin user, I cannot see this other user in the list of online operators
they do not get chat requests...

I have tried making them an admin, removing them and adding them to the department I have, but I am lost as to why they would seem invisible....

Had anyone seen this before? or have any suggestions?

Thanks!

Alex

PeopleInside · 2017-05-28 09:59:24

Hi alexz,
welcome in the live helper chat forum and thank you for your post!

Please check on settings, live helper configuration (tab), chat configuration, Misc the option "How long operator should go offline automatically because of inactivity. Value in minutes".
This will be applied to all operator.

You can choose also to enable the option bellow: "Track all logged operators activity and ignore their individual settings." so personal operator settings will be ignored and this time will be used... or you can go on the operator profile and check the options under the Notification tab.

I hope this can help you.

Operator are flagged as offline since version 2.58 if they do not do activity.
https://livehelperchat.com/new-version- … -458a.html

Last edited by PeopleInside (2017-05-28 10:02:34)

alexz · 2017-05-28 10:12:32

WOW! That was instant! Thank you for such a super-fast response!

I tried several things:

1. Set timeout to 480 minutes
2. Ticked 'Track all logged operators activity and ignore individual settings"
3. Verified - this user is both operator+admin, NOT disabled, NOT invisivle, DOES receive other operator permission requests, CAN see all pending chats
4. Clean cache
5. Logout both users. login both users again

Still, only 1 user can be seen.

The same user I am talking about is not showing as online
The same user is not showing in the dashboard 'online operators'

BUT

In Settings->Users
I see MY user active "6s ago"
I see old users active "1m. ago", or "1y. ago"
BUT.... this weird user is listed as last activity of "ago"

Thank you for your advice!

PeopleInside · 2017-05-28 10:36:58

You can try to update to the last version 2.63 as your install is not the last one.

The issue can be complex and can be also for permission issue if you configured (customized it)
if with the update the issue is not fixed
you can take two road
First is ask to the commercial support to fix this (this will be not free), second way is to create a new install and migrate the old settings, users, operators and see
in the new install all should work fine.

PeopleInside · 2017-05-28 10:54:52

The fact you are unable to see other operators logged can be a permission issue.
You maybe have edited permission or the right permission is missed.
You can read more about permission here:
https://livehelperchat.com/article/view/45

You can try to look into permission... I cannot help you much with permission but if you are unable to solve the issue you can test if a new install will solve this issue.

PeopleInside · 2017-05-28 10:58:05

Check also to have enabled the setting I in chat configuration -> misc -> list online operators.

PeopleInside · 2017-05-28 10:59:10

Also this can help you: https://forum.livehelperchat.com/viewto … 5130#p5130

Announcement

#1 2017-05-28 09:53:57

One user never shows online after upgrade to

#2 2017-05-28 09:59:24

Re: One user never shows online after upgrade to

#3 2017-05-28 10:12:32

Re: One user never shows online after upgrade to

#4 2017-05-28 10:36:58

Re: One user never shows online after upgrade to

#5 2017-05-28 10:54:52

Re: One user never shows online after upgrade to

#6 2017-05-28 10:58:05

Re: One user never shows online after upgrade to

#7 2017-05-28 10:59:10

Re: One user never shows online after upgrade to

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