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Agent picks up request, but no response from user

Hi,

I’m getting several reports of agents saying they are suceessfully accepting requests, but that the user only sees “your question is being routed”. This creates a transcript so that it looks as though both parties were able to talk, but there is no conversation that occurs.

I’ve found about 5 or six of these blank conversations, and I just got another report of one today. My error logs are empty for those specific dates/times.

Are there other logs I can look at to troubleshoot this further?

-Tony

More information… in my webchat-error.log, I can see these entries that correspond for when someone fails to connect:

Dec 3, 2007 4:56:37 PM com.jivesoftware.webchat.util.WebLog logError

WARNING: Unable to join chat queue.

No response from the server.:

at com.jivesoftware.smack.workgroup.user.Workgroup.joinQueue(Unknown Source)

at com.jivesoftware.smack.workgroup.user.Workgroup.joinQueue(Unknown Source)

at com.jivesoftware.webchat.ChatSession.joinQueue(ChatSession.java:239)

at com.jivesoftware.webchat.actions.ChatStarter.startSession(ChatStarter.java:255)

at org.apache.jsp.queue_jsp._jspService(queue_jsp.java:78)

at org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:98)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:803)

at org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:328)

at org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java:315)

at org.apache.jasper.servlet.JspServlet.service(JspServlet.java:265)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:803)

at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFil terChain.java:269)

at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain .java:188)

at com.jivesoftware.webchat.SetCharacterEncodingFilter.doFilter(SetCharacterEncodi ngFilter.java:44)

at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFil terChain.java:215)

at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain .java:188)

at com.jivesoftware.webchat.SetupFilter.doFilter(SetupFilter.java:91)

at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFil terChain.java:215)

at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain .java:188)

at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java: 210)

at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java: 174)

at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127)

at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:117)

at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:10 8)

at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:151)

at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:870)

at org.apache.coyote.http11.Http11BaseProtocol$Http11ConnectionHandler.processConn ection(Http11BaseProtocol.java:665)

at org.apache.tomcat.util.net.PoolTcpEndpoint.processSocket(PoolTcpEndpoint.java:5 28)

at org.apache.tomcat.util.net.LeaderFollowerWorkerThread.runIt(LeaderFollowerWorke rThread.java:81)

at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:6 85)

at java.lang.Thread.run(Unknown Source)

Does this mean anything to anyone?

Last night, I added memory to the heap for openfire to a max of 256 and rebooted the server hoping that would help. FYI the initial/max memory pool for tomcat is set to 256/512.

This morning we had another case where it happened again. Similar log entry:

Dec 4, 2007 12:10:54 PM com.jivesoftware.webchat.util.WebLog logError

WARNING: Unable to join chat queue.

No response from the server.:

at com.jivesoftware.smack.workgroup.user.Workgroup.joinQueue(Unknown Source)

at com.jivesoftware.smack.workgroup.user.Workgroup.joinQueue(Unknown Source)

at com.jivesoftware.webchat.ChatSession.joinQueue(ChatSession.java:239)

at com.jivesoftware.webchat.actions.ChatStarter.startSession(ChatStarter.java:255)

at org.apache.jsp.queue_jsp._jspService(queue_jsp.java:78)

at org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:98)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:803)

at org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:328)

at org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java:315)

at org.apache.jasper.servlet.JspServlet.service(JspServlet.java:265)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:803)

at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFil terChain.java:269)

at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain .java:188)

at com.jivesoftware.webchat.SetCharacterEncodingFilter.doFilter(SetCharacterEncodi ngFilter.java:44)

at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFil terChain.java:215)

at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain .java:188)

at com.jivesoftware.webchat.SetupFilter.doFilter(SetupFilter.java:91)

at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFil terChain.java:215)

at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain .java:188)

at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java: 210)

at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java: 174)

at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127)

at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:117)

at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:10 8)

at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:151)

at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:870)

at org.apache.coyote.http11.Http11BaseProtocol$Http11ConnectionHandler.processConn ection(Http11BaseProtocol.java:665)

at org.apache.tomcat.util.net.PoolTcpEndpoint.processSocket(PoolTcpEndpoint.java:5 28)

at org.apache.tomcat.util.net.LeaderFollowerWorkerThread.runIt(LeaderFollowerWorke rThread.java:81)

at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:6 85)

at java.lang.Thread.run(Unknown Source)

Hi,

Which version of Openfire are you using? Can you verify that the version of the Enterprise plugin is the same as the version of Openfire you are using?

Are you having this issue for all users or just randomly?

thanks,

Scott

We’re on 3.3.3 of both Openfire and the Enterprise plugin. The problem is more random than anything. We are trying to replicate it internally but haven’t been able to.

Tomcat and Openfire are on the same server, but we are a really low use (4-5 chat requests per day and only 25 agents) organization.We also use LDAP through Active directory.

-Tony

As I’ve started looking at the tomcat logs, I’m seeing lots and lots of these errors. I’m not sure if they are related, but here they are just in case:

Dec 4, 2007 7:30:24 PM com.jivesoftware.webchat.util.WebLog logError

WARNING: Failed writing out image on Tue Dec 04 19:30:24 EST 2007

ClientAbortException: java.net.SocketException: Connection reset by peer: socket write error

at org.apache.catalina.connector.OutputBuffer.realWriteBytes(OutputBuffer.java:366 )

at org.apache.tomcat.util.buf.ByteChunk.flushBuffer(ByteChunk.java:432)

at org.apache.catalina.connector.OutputBuffer.doFlush(OutputBuffer.java:314)

at org.apache.catalina.connector.OutputBuffer.flush(OutputBuffer.java:293)

at org.apache.catalina.connector.CoyoteOutputStream.flush(CoyoteOutputStream.java: 98)

at com.jivesoftware.webchat.util.SettingsManager.writeBytesToStream(SettingsManage r.java:90)

at com.jivesoftware.webchat.FastpathServlet.service(FastpathServlet.java:177)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:803)

at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFil terChain.java:269)

at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain .java:188)

at com.jivesoftware.webchat.SetCharacterEncodingFilter.doFilter(SetCharacterEncodi ngFilter.java:44)

at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFil terChain.java:215)

at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain .java:188)

at com.jivesoftware.webchat.SetupFilter.doFilter(SetupFilter.java:91)

at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFil terChain.java:215)

at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain .java:188)

at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java: 210)

at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java: 174)

at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127)

at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:117)

at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:10 8)

at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:151)

at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:870)

at org.apache.coyote.http11.Http11BaseProtocol$Http11ConnectionHandler.processConn ection(Http11BaseProtocol.java:665)

at org.apache.tomcat.util.net.PoolTcpEndpoint.processSocket(PoolTcpEndpoint.java:5 28)

at org.apache.tomcat.util.net.LeaderFollowerWorkerThread.runIt(LeaderFollowerWorke rThread.java:81)

at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:6 85)

at java.lang.Thread.run(Unknown Source)

Caused by: java.net.SocketException: Connection reset by peer: socket write error

at java.net.SocketOutputStream.socketWrite0(Native Method)

at java.net.SocketOutputStream.socketWrite(Unknown Source)

at java.net.SocketOutputStream.write(Unknown Source)

at org.apache.coyote.http11.InternalOutputBuffer.realWriteBytes(InternalOutputBuff er.java:747)

at org.apache.tomcat.util.buf.ByteChunk.flushBuffer(ByteChunk.java:432)

at org.apache.tomcat.util.buf.ByteChunk.append(ByteChunk.java:347)

at org.apache.coyote.http11.InternalOutputBuffer$OutputStreamOutputBuffer.doWrite( InternalOutputBuffer.java:770)

at org.apache.coyote.http11.filters.ChunkedOutputFilter.doWrite(ChunkedOutputFilte r.java:126)

at org.apache.coyote.http11.InternalOutputBuffer.doWrite(InternalOutputBuffer.java :580)

at org.apache.coyote.Response.doWrite(Response.java:560)

at org.apache.catalina.connector.OutputBuffer.realWriteBytes(OutputBuffer.java:361 )

… 27 more

Our problems continue. To give you an idea ot how often:

December 3rd - 4 requests failed out of 12 requests total

December 4th - 4 requests failed out of 7 requests total.

December 5th - 2 requests failed out of 3 requests total

December 6th(today) - 3 requests failed out of 4 requests so far today

Our service is basically unusable right now. any help is appreciated.

-Tony

I decided to upgrade to 3.4.2 tonight, and when I did, I realized that the last time I upgraded, I may not have done the Webchat.war file as well. I’m hoping this is the case. I upgraded all 3 components (Webchat.war, openfire, and the Enterprise plugin), so I’ll keep an eye on things tomorrow and see if things are better.

-Tony