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#1 2018-10-15 21:18:34

atul_LHC
Member
Registered: 2018-10-15
Posts: 6

Online visitors count issue

My online visitors are not showing correctly. It is showing wrong count, no visitors is listed in the Online Visitors list and also the markers are not coming on GEO maps. Below are the attached screenshots.

I have tried almost all settings and my map is also loading fine (but without markers). Everything else is up and working fine. Please help on this topic.

Thanks in advance!


Wrong Count

1539637496_visitors_count.jpg


Empty Online Visitors list

1539637684_no_visitors.jpg


Empty Visitor markers

1539638029_no_visitor_markers.jpg

Last edited by atul_LHC (2018-10-15 21:28:09)

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#2 2018-10-16 04:46:00

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 2,669
Website

Re: Online visitors count issue

Something not right with your geo detection. Can you go to geo detection configuration and just choose another provider.

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#3 2018-10-16 10:23:54

atul_LHC
Member
Registered: 2018-10-15
Posts: 6

Re: Online visitors count issue

Thanks for your reply.

I have tried to change it to ipstack. But I am getting this error:

1539685418_ip_stack.jpg

Last edited by atul_LHC (2018-10-16 10:24:24)

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#4 2018-10-16 10:24:52

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 2,669
Website

Re: Online visitors count issue

Well, error tells quite obvious what's wrong. Try to use MaxMind one smile

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#5 2018-10-16 11:42:52

atul_LHC
Member
Registered: 2018-10-15
Posts: 6

Re: Online visitors count issue

I was using MaxMind only. Here are the settings for the same. Is there something I am missing?

1539686112_max-mind.jpg

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#6 2018-10-16 14:59:49

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,116
Website

Re: Online visitors count issue

Hi atul_LHC,
welcome on the live helper chat forum.

What version of live helper chat are you using? Is the self-hosted version?
What version of the PHP are you using?

You generated the embed code for widget? Where is placed the embed code, into the footer? The live chat widget is visible to the visitors?


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#7 2018-10-16 15:46:45

atul_LHC
Member
Registered: 2018-10-15
Posts: 6

Re: Online visitors count issue

Hi there,

1. The LHC version is 3.05
2. Yes, it is self hosted on AWS.
3. PHP version is 7.2.8
4. Yes, but as the pro active chat wasn't working I added (check_operator_messages)/true in the URL.
5. I have placed the code in footer.
6. Yes, widget is visible to the users and everything else is working perfectly fine.

Thanks!

Last edited by atul_LHC (2018-10-16 15:50:21)

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#8 2018-10-16 18:25:39

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,116
Website

Re: Online visitors count issue

Thank you for the update. The last version is 3.09
How you installed the live chat? Downloaded from the official live helper chat website or installed by a control panel ?

Can you try a new installation ( in a different folder ) with different database and see if without customizing the settings the issue is not present?
Seems a strange issue.

You confirmed you are using MaxMind for Geo location.


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#9 2018-10-16 19:09:21

atul_LHC
Member
Registered: 2018-10-15
Posts: 6

Re: Online visitors count issue

Hi, yes we are using MaxMind for geo location.

I installed the chat by downloading and setting it up on my server after I uploaded it to server via FTP.

isn't there any solution instead of a new installation?

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#10 2018-10-17 09:01:57

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,116
Website

Re: Online visitors count issue

At the moment i have no idea. Never seen this issue. Maybe some settings that you have customized?
You can leave the existing install and try new one with different folder name and database name just to test it.


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#11 2018-10-26 05:23:51

atul_LHC
Member
Registered: 2018-10-15
Posts: 6

Re: Online visitors count issue

Hello,

I just did a fresh installation. I am still getting that issue (please check attached screenshot). When I tried to embed the code even that is giving some issue now (screenshot with console error). I tried this blog post (https://forum.livehelperchat.com/viewtopic.php?id=736) to resolve the issue but no luck. Please help. Thanks!

1540531386_online_v_issue.jpg

1540531425_lhc_new-consoleissue.jpg

Last edited by atul_LHC (2018-10-26 05:24:51)

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#12 2018-10-26 05:40:51

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,116
Website

Re: Online visitors count issue

Hi atul_LHC ,
are you using PHP and Apache?

If yes i can suggest to try to install LHC in a different server and see what the result is because i cannot reproduce this issue.
Online visitors number are the same also before put the embed code in the page?

Happen the same if you put the embed code only here: https://htmledit.squarefree.com/ ( for https install) or here http://htmledit.squarefree.com/ ( for http install) ?


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