Before updating LiveAgent it is a good idea to check the changelog here and also to make sure that your server still meets the minimum system requirements here.

Versions lower than 5.14 must be updated to an intermediary version (5.14 - 5.23) before you can proceed with update to the latest version. Read more here.

Additional notes:
  • From version LiveAgent requires mod_rewrite module.
  • From version 5.9.9 of the application all database tables must use InnoDB storage engine (except for qu_la_conversations_search which uses MyISAM), and database and all tables and columns must use collation utf8_general_ci (except for some specific columns changed by application to utf8mb4_general_ci). Before updating, make sure your database fulfills this requirement. Creating database in MySQL console uses default collation latin1_swedish_ci if you don't explicitly specify database collation. Read more here.
  • If you updated MySQL from version older than 5.5, please read how LiveAgent utilizes fulltext indices and utf8mb4 collations.

Backup the files and the database in case you'd like to roll back to previous version for whatever reason.

Step 1

Download the latest version from our members area.

Step 2

Make sure to backup the /accounts directory.

Step 3

Completely remove everything except for the /accounts directory from your LiveAgent installation.

Step 4

Check if you can unzip zip files directly on your server. If so, upload the distribution zip file to your server and unzip it. If you can not unzip it directly on your server, you have to unzip it on your computer first and then upload all files to your server using Binary transfer mode.
After you'll upload the new files your customers and agents will see a message like this:

Step 5

After you have uploaded or unzipped the files, make sure that there is a /var folder in your LiveAgent's folder. If there isn't one then please create it manually. Also make sure that both /accounts and /var folders are writable by the application (set them to CHMOD 777 recursively).

Step 6

Navigate to and select the language in which the update wizard should be displayed. This language doesn't affect anything else than the text of update wizard.

After choosing a language you will be presented with a check requirements screen which checks your server configuration and whether it meets the requirements.

Next screen will remind you of the importance of backups and will show you your current version and the version to which you are going to update. When you are ready you can click "Start Update"

You will see the list of update steps slowly filling in (it can take some time depending on the amount of data in your database and the complexity of the update steps). When all is done you can click Next to finish the update.

When the update is finished you will be presented with a screen like this

Note: In case you encounter any kind of problem or issue after update, it is recommended to first clear your browser's cache. Files from the previous version might be cached, and might cause errors due to incompatibility with the current version.