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Frequently asked questions

1. Account creation taking too long

Sometimes, an account creation from your Magento may take a bit longer than a couple of seconds. The main issue in this case is DNS propagation process.
When you create your account, also new sub-domain youraccount.ladesk.com is being created.
To be able to reach it from your server (where your Magento is installed), a DNS record needs to be distributed over the internet. Sometimes, this can take few minutes or occasionally few hours to complete. During this time, the account may not be accessible to your Magento, but that does not mean it is not accessible from your computer. It is temporary state.
You'll receive a confirmation email with your account login credentials, so you should be able to reach your Live Agent account from your computer. Give it a try. If your account on youraccount.ladesk.com is not accessible, just wait few minutes and then try refreshing your Magento admin panel and/or login to your account directly on youraccount.ladesk.com
 
2. What type of contact buttons are supported?
 
You can use any button type as long as it fits into your page design.
 
Older versions of LiveAgent plugin for Magento have supported only floating buttons.
NOTE: Be sure you use the latest LiveAgent plugin for Magento.
 
3. "Unable to connect, check your account settings" error message ?
 
Firstly, check your URL address. It should point to your Live Agent installation. Example:
 
http://www.mydomain.com/support/
 
If you still getting this error, then check your Magento log files. You must enable logging first.
Go System->configuration
 
Select "Developer" from "Advanced" section in left menu.
 
Now expand "Log settings" area and check Enabed = YES.
 
Click save settings.
 
Now go to your Live Agent plugin configuration screen again. Error log should now appear in your error log file.
 
You'll find it in your Magento logs directory. Ususally this is magento_dir/var/log/error.log
 
Log example:
2012-02-17T13:34:23+00:00 DEBUG (7): Unable to login.
2012-02-17T13:34:23+00:00 ERR (3): Unable to refresh buttons
2012-02-17T13:34:24+00:00 DEBUG (7): Unable to ping Live Agent remotellyResponse decoding failed: not array. Received text: IIS 7.0 Detailed Error - 404.0 - Not Found
2012-02-17T13:34:24+00:00 INFO (6): Account not online
2012-02-17T13:34:24+00:00 DEBUG (7): Unable to ping Live Agent remotellyResponse decoding failed: not array. Received text: IIS 7.0 Detailed Error - 404.0 - Not Found
 
In example above, we can see that most probably Live Agent URL entered in Plugin settings is not correct, or not reachable from Magento server.

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