If you have installed Live Help and the Live Help popup window is showing a blank chat window then we recommend the following troubleshooting steps. Check that the /livehelp/templates_c/ directory exists. If this directory doesn’t exist then please create it. If the chat window is still blank then make the /livehelp/templates_c/ directory writable. We recommend [...]
If you are still experiencing an error with the Live Help Windows application as show within KB Article – Unexpected Error / Crash the you will need to forward us your error log file so that we can investigate the issue further. Please email us the files or full content of the error log text file [...]
If you receive a cookies error after installing Live Help on your web site then you need to finish the Live Help installation. If you have cookies enabled in your web browser and the error is still ocurring you should complete the following. Please note: You must use the Live Help Online / Offline button when you access [...]
If you are unable to login to the Live Help administration due to a forgotten username or password then you will need to manually reset the account. Before you try manually reset the password for an account you should try the in-built password reset. To use the in-built password reset you will need to know [...]
If you try login to the Live Help iPhone app and receive an “Invalid Password Error” and your details are correct (i.e. you are able to login to the Windows application) then please try the following to resolve the issue. Login to the Live Help Windows application Click the Accounts Tab Select your account Click the [...]
When you receive an Invalid Server error when logging into the Live Help iPhone app, please check the following: Live Help Version The Live Help iPhone app requires the Live Help Server Software v3.80. If you do not have this version installed on your web site then you will be unable to use the iPhone [...]
If the Live Help Windows application is crashing on your Windows machine (as shown below) then you may have corrupt settings. Please follow the steps below on the Windows machines that the crash is occurring within. Please exit the Live Help Messenger application (if running) and then delete the following directories Within Windows XP the directories would [...]
If you have installed Live Help and the Live Help popup window is showing a blank chat window then we recommend the following troubleshooting steps. Check that the /livehelp/templates_c/ directory exists. If this directory doesn’t exist then please create it. If the chat window is still blank then make the /livehelp/templates_c/ directory writable. We recommend [...]
If you are still experiencing an error with the Live Help Windows application as show within KB Article – Unexpected Error / Crash the you will need to forward us your error log file so that we can investigate the issue further. Please email us the files or full content of the error log text file [...]
If you receive a cookies error after installing Live Help on your web site then you need to finish the Live Help installation. If you have cookies enabled in your web browser and the error is still ocurring you should complete the following. Please note: You must use the Live Help Online / Offline button when you access [...]
If you are unable to login to the Live Help administration due to a forgotten username or password then you will need to manually reset the account. Before you try manually reset the password for an account you should try the in-built password reset. To use the in-built password reset you will need to know [...]
If you try login to the Live Help iPhone app and receive an “Invalid Password Error” and your details are correct (i.e. you are able to login to the Windows application) then please try the following to resolve the issue. Login to the Live Help Windows application Click the Accounts Tab Select your account Click the [...]
When you receive an Invalid Server error when logging into the Live Help iPhone app, please check the following: Live Help Version The Live Help iPhone app requires the Live Help Server Software v3.80. If you do not have this version installed on your web site then you will be unable to use the iPhone [...]
If the Live Help Windows application is crashing on your Windows machine (as shown below) then you may have corrupt settings. Please follow the steps below on the Windows machines that the crash is occurring within. Please exit the Live Help Messenger application (if running) and then delete the following directories Within Windows XP the directories would [...]
