Server Software Installation Instructions
To begin the installation of Live Help on your web site, please follow the steps outlined below. If you are unable to complete the installation you may wish to consider purchasing our Live Help Installation Service.
Prepare the Installation
- Upload all the files contained in the Live Help Server Software archive using FTP (do not change any directory names) to your web server. Please Note: The Live Help directory must be located at /livehelp, this is required by the Live Help Messenger Windows application.
eg. http://www.mydomain.com/livehelp/ - Change the permissions, of /livehelp/include/database.php file to be writable (Unix: CHMOD 777, Windows: Full Control on Internet Guest Account),
- Create a MySQL database, database username and database password for the Live Help installation. Remember to assign the database account to the database that you have created. KB Article: Access Denied – MySQL Permissions
Configure the MySQL database
- Using your web browser, visit the installation script at /livehelp/install/index.php e.g. http://www.mydomain.com/livehelp/install/index.php etc.
- Fill out all the required information (details shown below within Appendix 1) and click the Install button,
- Live Help is now installed, delete the /livehelp/install/ directory and change the permissions of /livehelp/include/database.php file to the original file permissions (Unix: CHMOD 644),
- Add the Live Help HTML code to your web pages. If you use Joomla or WordPress then you can install the Joomla Module or WordPress plugin to automatically add the HTML code. KB Article: How do I add the HTML code to my pages?
- If you experience a blank chat window after installing Live Help then you may need to change permissions on the /livehelp/templates_c/ directory. KB Article: Blank Live Help Chat Window Issue
Once you have completed the Live Help Server Software installation you will now be able to add the Live Help HTML code to your web pages. Once you have added the Live Help HTML code to your web pages you will be able to begin chatting to your site visitors.
Please note: If you experience any issues when installing Live Help and wish to attempt the installation again, please ensure the MySQL database has any Live Help tables removed.
Appendix 1 – Installation Details
Database Hostname: The database hostname, normally this is localhost – you should confirm this within your hosting control panel.
Database Name: The database name that you create within your hosting control panel, normally within the MySQL administration area.
Database Username: This is the database username that you create within your hosting control panel, and should be assigned to the above database that you have created.
Database Password: The password for the above database account.
Table Prefix: This setting will prefix the database table names and is useful if you cannot create more than one database. Normally leave this as livehelp_ unless you have such tables starting with this prefix already in your existing database. Normally we recommend you use a separate MySQL database for Live Help.
Offline Email Address: The email address that emails will be sent to when your Live Help is offline.
Install Geolocation Database Option: An optional setting and if enabled it will allow Live Help to try determine a visitors country from their IP address. Minimum 2MB MySQL Database, required.
Operator Details: Create a username / password, you will use this to login to Live Help. You can then create more accounts after you login to Live Help for the first time. Case-Sensitive
Hello,
How to install subdomain? Like: help.mydomain.com. I try to install but, when click to online button, error coming! I don’t want to like this: help.mydomain.com/livehelp/index.php How can I fix like: help.mydomain.com/index.php
Thanx
Sal, it is not possible to install within a sub-domain like that example. You would need to use a domain like chat.yourdomain.com/livehelp/ The /livehelp directory is required by the iPhone app and Windows app.
Hello, I have install this on my website in WHMCS but when I click on Live Help it takes 2 much time and then I am receiving this message “The page isn’t redirecting properly. Firefox has detected that the server is redirecting the request for this address in a way that will never complete. This problem can sometimes be caused by disabling or refusing to accept cookies.” Please advise so I can fix this problem. Thanks!
Asif, can you please contact technical support via. email or submit a support ticket. Thank you.
I installed “Live Help” which works find.
I duped the livehelp folder and called it /sales
I installed sales file and folder on a different SQL database.
I want people that need Help to use /livehelp and people that have questions on Sales to use /sales
Is this possible? When I try loging into my “Live Help Messenger” it won’t let me login because I suspect it is looking for the /livehelp when it should be looking in the /sales folder.
Mark, yes the Live Help installation folder must be called /livehelp/. You shouldn’t need to create a different installation for each department. You can use department specific status buttons to force the site visitor to a specific department. Please contact support via. email or via. Live Chat if you need assistance with configuring that.
When I click on the Live Help button, it shows the messenger page with a message that “Please Enable Cookies You will need to enable cookies to chat with a Live Help operator.” I enabled web browser cookies, but it remains same.
Azharudheen, please contact support via. email or Live Chat and we will be able to investigate the cookies issue further.
I downloaded the latest version and installed from scratch. During installation I never was shown an Install Geolocation Database option? How do I get the countries to show up?
Khalid, we no longer import the in-built country database as we now have the MaxMind GeoLite plugin. Please install the MaxMind plugin as detailed at http://livehelp.stardevelop.com/kb/414/ This includes more accurate data and also includes city-level data.
Installed latest upgrade to site and now when clicking Live Chat the site just opens a new copy of the website page, then carried out a full install and still does the same. Could you please advise. Thanks.
Kevin, can you please update the Live Help HTML code on your web site to the latest version shown at http://livehelp.stardevelop.com/kb/245/ ? Thanks!
Hi, when clicking on the Install button nothing happens? All settings are right, and your manual is followed.
Petter, it will be best if you open a support ticket with us, email us or chat with us directly so we can discuss the specifics of your installation. Thanks!
I just did an install on my sever, but when I go to log in to the admin via web server I use the username and password I created but it won’t let me log in, keeps telling me incorrect username/password. I know its correct because I wrote it down. I’m tried coping and pasting directly but i just can’t log in. Any reason why?
Sergio, please contact us via. email and we can assist you further regarding this issue.