Anonymous chat - users without login unable to see chat messages

[benbaldwin]

I'm working on a deployment for a client that wants to use the anonymous Live Chat functionality from the Consumer Service Portal. Platform is Jakarta patch 5. The issue I'm running into is that users that aren't logged in through the portal aren't seeing the chat messages sent from the agent. The agent can see messages from the anonymous user and the agent can see the messages they type to the user, but the user doesn't see anything in the chat window.

What I've done:

- Activated the Consumer Service Portal plugin

- Activated Anonymous Connect Support plugin

- Activated Connect Support and Service Portal Integration plugin

- Assigned users to the Product Support and Billing Support groups

I then tested by going to the /csp page from a different computer, selecting Live Chat from the menu, entering name, email, etc. and clicking Submit. On my other system I was logged in as an agent user assigned to the appropriate groups. The chat request showed up in the queue and was accepted. The "agent" user could see everything entered by the anonymous user, but messages sent from the agent back to the anonymous user never displayed.

I did additional testing by going to the /csp page, logging in as a test user and selecting Live Chat again. Once the chat request was accepted by the agent, messages going both ways were visible.

This acts like a permissions issue, but I could be wrong about that. Not sure how to approach troubleshooting on this one. Has anyone else run into something similar or have suggestions for troubleshooting?

[Nate23]

try and see if the $chat_support page is active=true in the sys_public table

[benbaldwin]

I checked the sys_public table and $chat_support is set to active=true.

I have also gone to the Live Feed Message table and checked the ACLs. I added a read ACL and set the role to Public, but that did not change anything.

[benbaldwin]

Update on this problem: I've found that if you refresh the anonymous chat window, the messages from the agent are visible. This has been duplicated in both the Chrome and IE browser.

Also found that it's specific to Jakarta. When tested in a Jakarta personal dev instance I was getting the same results. When this was tested in an Istanbul personal dev instance everything works as expected.

[Nate23]

ahh I have had this problem happen before. in more detail I would click to enter chat and a loading circle would just go round and round and round.... I clear my browers cache and cookies since the dawn of time and did an instance/cache.do and it fixed