Troubleshooting Tips

1. How to change the port numbers used by chat?

2. What do you mean  by 'Agent is not reachable'?

3. What do you mean by 'Chat connection timed out'?

4. I am unable to view a chat window inspite of chat session successfully initiated, why?

5. How often will the list of user names be refreshed?

Changing the port numbers in the Endpoint Central server

To change the port number after the Endpoint Central server is installed, follow the steps given below:

1. From the Endpoint Central web console, navigate to Admin tab -> Under Tools Settings -> Port Settings.
2. Under Port Details, change the default port numbers for chat settings.

You can now establish chat sessions using the port you have configured.

Agent is not reachable

You might get this error message when you try to connect a chat session. Following  are the scenarios when a agent cannot be reached.

• Computer is in hibernate mode.

• Computer is in standby mode.

• Computer is shutdown.

• Computer is disconnected from the network.

• Communication cannot be established between the agent and the server.

In such cases, you can try waking the computers remotely and then establish a chat session once the Endpoint Central agent is up and running.

Connection timed out

You will receive the 'chat connection time out' error message if the chat request session has exceeded the maximum time limit of one minute. In such cases you can try to initiate the chat session again.

Chat session successfully initiated but unable to see a chat window

While initiating a chat session, you might face situations wherein the chat session has been initiated successfully but you are still unable to view the chat window. In such cases your web browser might block the pop-up. So, ensure that your browser allows pop-up from Endpoint Central.

How frequently will the list of online users be updated?

The list of user names will be refreshed in three scenarios as specified below.

• During 90 minutes refresh interval while the agent communicates with the server.

• During every user logon if it is configured in the User Logon Settings.

• During every user logoff.