Troubleshooting

Home > Technical Support > Standalone installations > Troubleshooting

Following files have not been uploaded correctly

If you see the following error with "Following files have not been uploaded correctly" during an installation or update it means that some files have not been uploaded correctly. You are presented with a list of missing and corrupted files which should be re-uploaded and then you can restart the integrity check. Make sure that you are uploading the files in binary mode via FTP. If you have intentionally changed some files and you want to skip the integrity check, then access the installation wi...

LiveAgent is very slow or not loading at all (Cloudflare)

In case your LiveAgent (https://www.liveagent.com/tour/) is very slow or not loading at all, one of the possible reasons might be your server setup - check if your server uses Cloudflare. If it does, Cloudflare is messing response data and also works with some kind of cache because of which the LiveAgent simply cannot work. To fix the issue, create an exception for LiveAgent so Cloudflare is not used for it. How to find out if Cloudflare is used Either ask your server hosting sup...

How to check MySQL / InnoDB version of your server

Since LiveAgent version 4.25.16.1 the required version of your InnoDB database engine is 5.6 or higher so before updating your current LiveAgent installation it is a good idea to check what version of InnoDB your server has and whether it meets this requirement. Here are 2 options how you can do it: 1. Log in to your MySQL server via terminal or via some administrator tool like phpMyAdmin and execute the following SQL query to get the version of the InnoDB engine: SHOW VARIABLES LIKE "inno...

ERROR: The used table type doesn't support FULLTEXT indexes during update to 4.25.12

In version 4.25.12 (released version 4.25.16.1) we added FULLTEXT indexes to some columns in the database to speed up searches and filtering by tags or by customer groups. If you are getting this error during update: ERROR: The used table type doesn't support FULLTEXT indexes SQL: ALTER TABLE qu_la_conversations ADD FULLTEXT ft_qu_la_conversations_tags (tags) CODE: 1214 it means that you are using an older version of database. The fulltext indexes are supported by MySQL from version 5.6 an...

Cron job is set up, but it is not executed

When cron job is set up but not executing, and you have no idea why, create some PHP file with the following script and upload it to your LiveAgent /scripts/ folder: <?php echo PHP_BINARY; ?> Then open it in your browser and it will show you the exact location of php binary (executable). Then you can use it in the cron command instead of "/usr/bin/php"

When Suhosin extension is loaded, system temporary directory needs to be available

First of all, create a temporary folder with all permissions (777) on your server, It can be placed in the LiveAgent (https://www.liveagent.com/) folder, e.g. [your_LiveAgent_folder]/install/TEMP/ . Go to /include/Gpf/Templates/ in your Live Agent folder and edit file Smarty.class.php Find the following string private static function getSysTempDir() { and add a new line after that one - it must contain a relative path to your temporary folder. This path is relative to the install/ folde...

Error during socket connect: Connection timed out

This error occurs when your server is blocking connections on some port. Please ask your hosting provider to allow connections on port you are using.

Invalid license

If you are getting invalid license screen there can be few reasons why. First of all, try to use your original license ID and use it for updating license - use "Update license" button: If you did this and you can still see the screen, try refreshing your browser. If this did not help either, please contact us and provide your license ID. We will check it and let you know the solution. IMPORTANT: License is fixed to the URL of your installation. Please access your installation always with th...

Page Not Found error when trying to use support links

You can experience a weird behavior when trying to use 'Submit ticket' or 'Ask a question' links in your LiveAgent installation. The result pages are always default 'Page Not Found 404' pages... This happens because the server cannot find the LiveAgent files because of .htaccess. Some servers need an extra line of code in the .htaccess file of LiveAgent to make it working properly. Check what directory is your Live Agent installed at, and add this line of code with the directory name: Rewrit...

Logo upload fails permanently

If you have problems with logo upload (or any file upload) and the application behaves like if nothing was uploaded, the problem might be in your database collation. If your database which LiveAgent (https://www.liveagent.com/) uses is not set to UTF8 collation, please fix it by following these steps: - login to your cPanel (/ or login to your SSH) - navigate to your phpMyAdmin (/ enter mysql mode) - enter the LiveAgent database - in phpMyAdmin click the SQL tab - run this SQL comman...

How to solve elasticsearch not working

Sometimes it might be necessary to reset LiveAgent's integration with elasticsearch and start again from scratch. In such case, you would first disable the elasticsearch in LiveAgent in section Configuration > System > Elasticsearch then you should manually delete the existing indices previously created by LiveAgent. First list the existing indices using the following curl command > curl https://localhost:9200/_cat/indices yellow open la_search_contacts_v1.10 qUCXkH74R3egFxYrKCZa...

Error: Class PDO does not exist

If you experience an error message like "Error: Class PDO does not exist" during installation of or update to LiveAgent (https://www.liveagent.com/) version 4.0.43.8 or higher, then it is a reference to missing support of MySQL PDO in your webserver. There are 2 possible solutions: 1) Have your hosting admin to install MySQL PDO extension to your webserver 2) Into accounts/settings.php file of Live Agent place: DB_DRIVER=Mysql

Twilio or Facebook problem: Problem with SSL CE...

Can be resolved by modifying php.ini add this line to your php.ini: curl.cainfo= PATH_TO_YOUR_PEM_CA_CAERTIFICATE Where PATH_TO_YOUR_PEM_CA_CAERTIFICATE is path to your CA Bundle (root certificate) file. You can obtain this file from your certificate authority.

Fatal error: Class ConversationDetailExampleExtension_CustomerEditExtension

In case you are getting this kind of error after updating your LiveAgent: "Fatal error: Class ConversationDetailExampleExtension_CustomerEditExtension contains 1 abstract method and must therefore be declared abstract or implement the remaining methods (La_Customer_EditExtension::getWidgetUrl) in /home/optimon/support/plugins/ConversationDetailExampleExtension/CustomerEditExtension.class.php on line 18" you have to login to your FTP and remove ConversationDetailExampleExtension/ plugin director...

Disable online visitors tracking for high load websites

Some of our customers reported, that their server is not capable to handle high load during high traffic peaks on their website. Here is one tip how to reduce number of requests running on your server during high load on your website. When the visitors monitoring is switched on, LiveAgent (https://www.liveagent.com/features/) sends from visitor's browser every few seconds one update request to your server to keep information about live visitors. e.g. 1000 concurrent visitors on your websi...

Attachment files are damaged

If the attachments (https://www.liveagent.com/features/attachments/) in your LiveAgent are damaged after you download them to your computer, it is most probably because the collation of database is set to incorrect character set (most often it is 'latin1_swedish_ci'). You can check this value in your database administration tool e.g. PhpMyAdmin in view where you see list of tables in the right panel and in the very last line you can see the collation of the database: Collation of databa...

Files not available after moving installation to different server

If you are using Amazon AWS S3 file archive plugin, the file contents are stored in S3 in a tree structure like so: {bucket_name} / {database_name} / {file_id} If you move your installation or even just change the database name, the files backed up from the previous installation will not be accessible on the new installation because the application looks for them at the new location in a folder named same as the new database name. What you can do to fix this is move the files within the S3 b...

SQL Duplicate entry error in /scritps/track_visit.php

It is possible that script track_visit.php in LiveAgent subdirectory scripts would cause SQL error "Duplicate entry ... for key PRIMARY". Even though it might appear as error, it is an expected situation and it is correctly handled in the PHP code. To speed up execution for most visitors the code attempts to insert a new record without first checking existence of identical record, and in case of failure (if such record already exists) it updates the existing record.
×