Server Software Upgrades
Categories: Featured, Installation
Please complete the following steps to upgrade your server software installation.
Please note: these instructions only apply if you are running at least version 3.30 of the Live Help Server Software. How do I check my version installed? If you have an older version of the server software installed then you need to complete a re-installation using an empty MySQL database.
These upgrade instructions can also be applied to the WHMCS module installation however your Live Help installation would be located at /modules/livehelp/ within your WHMCS directory.
If you need to upgrade your server software please follow the instructions below:
- Backup your current /livehelp directory, you can download the directory using FTP
- Delete the /livehelp directory from your web server
- Upload the latest /livehelp directory to your web site using your FTP client.
- Restore the /livehelp/include/database.php file from your backup and upload to your web site at /livehelp/include/
- Open the Live Help Windows application and sign-in to Live Help, a transparent upgrade will occur
- Delete the /livehelp/install/ directory on your web site
- Restore any custom images that you had configured from your backup
- Update your Live Help HTML code to the new jQuery HTML Code
- If you originally installed Live Help as a WHMCS module then you also need to copy the latest WHMCS hook file as explained within step 2 at WHMCS Module Installation
Feel free to contact us if you have any trouble upgrading your Live Help installation.
Do you have an upgrade tutorial for the WHMCS module version? I can’t seem to find it anywhere. If not, why not?
Jon, the WHMCS upgrade procedure is exactly the same however the Live Help directory would be located at /modules/livehelp/
It would be great if there was a way of performing the upgrade without the need to open the Windows desktop app (i.e. via a web browser). This would mean the upgrade could be performed when using any OS platform (Mac, Linux) as I am sure not everyone that uses Live Help would necessarily be using Windows as their primary OS (e.g. I am using Ubuntu).
I hope this may be taken into consideration with the next upgrade
Mine is a Joomla install. I have a livehelp folder in the main directory and one in modules. What do I change, add, remove, replace?
Justin, for Joomla installations you would need to update the Joomla module in addition to the above standard upgrade proceedure. Matt, thank you for the suggestion. Your suggestion will be added within a future Live Help update.
Hi,
Is there any solution as Application (software not server) to do not force me all the time to upgrade also server version?
Florin, if you do not wish to upgrade the Live Help Server Software then you shouldn’t install the latest Windows application releases. The latest Windows application releases will always require an upgrade to support the new features that we include within Live Help.
So I followed the instructions as above and was also concerned that it didn’t have any specific instructions for WHMCS as Jon pointed out. However support have stated that it was the same proceedure.
I followed the above steps in detail not missing any parts out. However I now have a non-existant live chat that doesnt show anything! I removed the files first then re-uploaded the new ones and the the database file. Nothing… nada.
The Windows application logs me in but doesn’t display any visitors. I cannot login to the web-based admin it just doesn’t recognize the user (even though it allows me in via desktop app) So it doesnt look as if the instructions above work for a WHMCS upgrade! Also noticed that in previous versions we were asked to add a file to the hooks folder of WHMCS now above it doesn’t mention that anywhere!
Also looking through the files, it appears that there is some missing files. Namely the jquery.livehelp.noconflict.min.js file which allowed me to use noConfilct as I have prototype on some pages. This was an issue before and it was pointed out that Stardevelop should add instructions on to their site for using noConflict as it was clearly present but lacking docs as to how to use it.
I have been using Live Help for years but lately it just seems that they are throwing things together and then not providing docs that are adequate for it to be installed into our sites easily! Not good. Waiting for Stardevelop Live Help to come online so I can fix my issues. No doubt I will add a further comment as to the outcome!
Amir, I have added details to the upgrade instructions regarding the WHMCS hook. Sorry that we missed that. The jquery.livehelp.noconflict.min.js file is not longer required as the new Live Help jQuery code (that supports the new embedded chat feature) automatically runs in noConflict mode now. Please open a ticket with us or email us if you are still experiencing issues with the Live Help upgrade.
Appears that there is a conflict somewhere that prevents domain options to be choosen on WHMCS installs, problem specifically on Firefox versions above 9, Chrome, IE (surprisingly) and Safari all seem to be fine.
Live Help is preventing domain options to be chosen.
Amir, please contact us as we have a patch that you can apply to resolve this Firefox compatibility issue.
Ever since I upgraded WHMCS I’ve been unable to use chat. Seems no matter how many times I reinstall the database does not get populated. Chat “works” according to the test, but administrators can’t log in from server nor from Windows.
Troy, can you please try login using your WHMCS admin accounts? The new Live Help WHMCS release includes account integration so that you don’t need to setup accounts in two different systems.