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Chat is basically unusable - by mozmocreative

This topic has 20 replies, 2 voices, and was last updated 9 years, 7 months ago ago by Eva Kemp

mozmocreative

Participant

March 2, 2015 at 02:54

Hi, just testing the chat feature. It’s VERY slow. Messages aren’t being received a lot of the time, either to the user, or to admin, and the end chat link takes ages to end the chat.. I don’t see this working at all, I think it would just frustrate visitors to the site who use it.

Why doesn’t it work properly? Will an update fix this?

Please, contact administrator
for this information.

#46494 Copied

19 Answers

mozmocreative

Participant

March 2, 2015 at 02:57

Also test users keep getting a yellow banner that says “Please wait…” and the chat just hangs..

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Eva Kemp

Support staff

March 2, 2015 at 09:06

Hello,

You’re using old theme version and old versions of plugins.
Please update them all. The plugins can be downloaded from this link https://www.8theme.com/download-plugins/
https://www.8theme.com/demo/docs/royal/#!/installation_upgrade (1.5 Theme Upgrade).

Don’t forget to create a back up of your files and database before update!

Thank you.
Regards,
Eva Kemp.

#46510 Copied

mozmocreative

Participant

March 3, 2015 at 00:08

A copy-paste answer, great, thanks.

FYI, my Live Chat plugin is the latest version. Updating all the other plugins won’t make a difference..

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mozmocreative

Participant

March 3, 2015 at 01:01

As expected, updating everything made no difference.

Tested in 2 different browsers – one in Safari as the customer, and one logged in (Chrome) as admin to chat to customer. The first message is received via admin, and reply received via customer, both ridiculously slow taking up to 20 seconds. After this, no other messages were received on either end.

Does not work.

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Eva Kemp

Support staff

March 3, 2015 at 10:22

Hello,

Please check if the issue persists with default WordPress theme. The problem may be caused by your server configuration.
Please test it.

Thank you.
Regards,
Eva Kemp.

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mozmocreative

Participant

April 1, 2015 at 06:32
Hi, this site has launched now and I can confirm that Live Chat doesn’t work.

It simply DOES. NOT. WORK.
- Starting a new conversation as a user doesn’t pop it up for admin in the chat console. Nothing happens.
- Sending messages will work for 1 or 2 messages, then a yellow box pops up for the user saying “please wait” but it never goes away.
- When messages do send, it takes a long time, up to 20 seconds. Then out of nowhere, a yellow “Please wait…” message will appear for the user, and never disappear.
- IF the please wait error disappears, the chat box becomes unresponsive to the user, and won’t let you click or type in the “write a reply” text area.
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Eva Kemp

Support staff

April 1, 2015 at 08:26

Hello,

Did you check if the issue persists with default WordPress theme? Please check it. If the issue persists there too then you have to contact the plugin author.

Thank you.
Regards,
Eva Kemp.

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mozmocreative

Participant

April 2, 2015 at 00:09

Yes, it does. How am I supposed to contact the plugin author when I haven’t purchased it directly? Who is the plugin author..? that was not a very helpful reply..

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Eva Kemp

Support staff

April 3, 2015 at 16:18

Hello,

I’ve checked the chat and it’s working, messages are sent to both operator and a visitor, but there is some delay in sending.
I’ve checked error_log and there is an error:
PHP Fatal error: Out of memory (allocated 32768000) (tried to allocate 30720 bytes) in /home/mymy2015/public_html/wp-content/plugins/screets-chat/screets-chat.php on line 793

Please try to increase memory_limit value to fix the issue.

Thank you.
Regards,
Eva Kemp.

#54554 Copied

mozmocreative

Participant

April 14, 2015 at 00:20

Hi,

My memory_limit is already set to 512M. How is the chat plugin still out of memory? This limit is quite high. My WP_MAX_MEMORY_LIMIT is also set to 256M.

How can I get Screens Chat to work properly then?

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Eva Kemp

Support staff

April 14, 2015 at 11:11

Hello,

In Woocommerce > System Status WP Memory Limit is set to 95M. Change it in wp-config.php file:
http://docs.woothemes.com/document/increasing-the-wordpress-memory-limit/

Thank you.
Regards,
Eva Kemp.

#56767 Copied

mozmocreative

Participant

April 21, 2015 at 02:10

I’ve done this. Contacted web host too.. they said it’s an issue with the plugins having a memory leak.. can you please sort it out? See below..

“I’ve checked with one of our senior support staff and according to them that it is not normal for a wordpress plugin to eat up the whole 512 mb of your ram. A WordPress plugin only requires 64 to 96mb of memory. Kindly check if there is an updated version your plugin or any memory leak.

#58261 Copied

mozmocreative

Participant

April 28, 2015 at 00:57

Hello?? Still waiting on a response on this. My website is not performing because there’s a memory leak in the plugins used by Royal theme, I need you to fix this please because it’s causing a lot of errors in the error log, ALL from a memory_limit error and all pointing to the plugins that come with this theme.

“As per investigation it is your plugin that is eating up your memory. Please either try to disable the plugin and look for a new one or check if there are any updates for that plugin Ultimate_VC_Addons/woocomposer/”

I’ve already increased my PHP memory to 512, and WP memory to 256..

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mozmocreative

Participant

April 28, 2015 at 01:11

Why are you ignoring the obvious memory leak caused by Ultimate Addons? I’ve just searched this forum and found 5 posts in THIS MONTH ALONE, probably many more too, where people are having out of memory errors caused by Ultimate Addons..

https://www.8theme.com/topic/fatal-error-allowed-memory-size/
https://www.8theme.com/topic/woocommerce-2/
https://www.8theme.com/topic/the-site-seems-to-be-consuming-high-memory/
https://www.8theme.com/topic/ultimate-addons/
https://www.8theme.com/topic/error-installing-ultimate-addons-for-visual-composer/

Out of memory errors cause Internal Server Errors, blank loading pages, unresponsive plugins and pages, and slow performance. My memory is set at a staggering 512M now, and I’m still having these issues, so there isn’t a fix from the customers point of view, this needs to be looked at by the plugin developer and it’s your responsibility to get onto this if your theme is going to use Ultimate Addons.

You NEED to look at this issue now, or else it’s going to affect your sales and reputation and annoy a lot of people.

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Eva Kemp

Support staff

April 28, 2015 at 09:48

Hello,

Please take our apologies, but we don’t provide extended support for plugins and that is written in our documentation https://www.8theme.com/demo/docs/royal/#!/external_plugins :
“The plugin activation option was added in the plugin only for the customers to get automatic updates and support directly from plugin developers. Only in case you need this features you will need to purchase and register the plugin. This is not only our practice but all the theme authors from ThemeForest”.
So if you need support for plugins you need buy them.
Please contact the plugin author http://codecanyon.net/item/wordpress-live-chat-plugin/3952877 concerning your issue.

Thank you.
Regards,
Eva Kemp.

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mozmocreative

Participant

April 30, 2015 at 00:44

Ok, you need to make this clearer to customers before purchase. The fact is, your theme, and its plugins, have a memory leak, and I doubt anyone using this theme has a clean error_log file and a healthy, fast website, as a result.

My error_log file, has nearly 300 out of memory errors from yesterday alone. And it’s the same every day.

http://i.imgur.com/wfeNpga.png

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Eva Kemp

Support staff

April 30, 2015 at 08:12

Hello,

Sorry, but as you can see the most errors are related to plugins and you have to contact their authors concerning this issue or you need increase your hosting plan.

Please take our apologies.

Regards,
Eva Kemp.

#60741 Copied

mozmocreative

Participant

May 1, 2015 at 00:19

Yea but what I’m saying is.. your theme basically IS the plugins. I’d love to see the “60+ AMAZING DEMOS” you have without using all the plugins above, which, clearly have memory issues. They would not look very good.

I see so many posts, on the item page, and in this forum, where users have memory issues and you tell them to increase their php memory, and they do, then still have the issue – and then there’s no more replies from you, you just avoid the problem. It’s just really pathetic.

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Eva Kemp

Support staff

May 3, 2015 at 09:11

Hello,

We’ve taken your notification to our account and will try to optimize theme in future updates. Concerning the plugins we can’t make any modifications to them because we didn’t create them.
We have the right to build them into our theme as we purchased the Extended License for each of these plugins.
Please take our apologies.
Thank you for understanding.

Regards,
Eva Kemp.

#61116 Copied
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