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Fastpath Webchat Hung with routing request 3.6.4

We are using Webchat 4.0 with the latest Fasthpath plugin Openfire 3.6.4.

It really looks like a really really wonderful solution for chat support!

There is only one mindbreaker that is driving us nuts.

Every couple of chat request, the routing request screen got stuck and keeps waiting.

You wont see the yellow box that you are in the queue, although the request is coming through to the agent.

Even when you accept the request as an agent, the chat window never shows up at the client.

Below are the errors who appear in the webchat.error log only when the request window got stuck.

Really hope that someone has a solution to this.

We are using btw LDAP and we run the plugin with jetty, installed on a Windows 2003 Server

14-jan-2010 21:49:29 org.jivesoftware.webchat.util.WebLog logError
WARNING: Error retrieving chat setting using key=no_help_text and workgroup=null
service-unavailable(503)
at com.jivesoftware.smack.workgroup.user.Workgroup.getChatSettings(Unknown Source)
at com.jivesoftware.smack.workgroup.user.Workgroup.getChatSettings(Unknown Source)
at org.jivesoftware.webchat.util.SettingsManager.getChatSetting(SettingsManager.ja va:108)
at org.jivesoftware.webchat.util.FormText.getTextSetting(FormText.java:128)
at org.jivesoftware.webchat.util.FormText.getNoHelpText(FormText.java:103)
at org.jivesoftware.webclient.jsp.email.offline_002dmail_jsp._jspService(offline_0 02dmail_jsp.java:47)
at org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:97)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:820)
at org.mortbay.jetty.servlet.ServletHolder.handle(ServletHolder.java:487)
at org.mortbay.jetty.servlet.ServletHandler$CachedChain.doFilter(ServletHandler.ja va:1093)
at org.jivesoftware.webchat.SetCharacterEncodingFilter.doFilter(SetCharacterEncodi ngFilter.java:45)
at org.mortbay.jetty.servlet.ServletHandler$CachedChain.doFilter(ServletHandler.ja va:1084)
at org.jivesoftware.webchat.SetupFilter.doFilter(SetupFilter.java:92)
at org.mortbay.jetty.servlet.ServletHandler$CachedChain.doFilter(ServletHandler.ja va:1084)
at org.mortbay.jetty.servlet.ServletHandler.handle(ServletHandler.java:360)
at org.mortbay.jetty.security.SecurityHandler.handle(SecurityHandler.java:216)
at org.mortbay.jetty.servlet.SessionHandler.handle(SessionHandler.java:181)
at org.mortbay.jetty.handler.ContextHandler.handle(ContextHandler.java:726)
at org.mortbay.jetty.webapp.WebAppContext.handle(WebAppContext.java:405)
at org.mortbay.jetty.handler.ContextHandlerCollection.handle(ContextHandlerCollect ion.java:206)
at org.mortbay.jetty.handler.HandlerCollection.handle(HandlerCollection.java:114)
at org.mortbay.jetty.handler.HandlerWrapper.handle(HandlerWrapper.java:152)
at org.mortbay.jetty.Server.handle(Server.java:324)
at org.mortbay.jetty.HttpConnection.handleRequest(HttpConnection.java:505)
at org.mortbay.jetty.HttpConnection$RequestHandler.headerComplete(HttpConnection.j ava:829)
at org.mortbay.jetty.HttpParser.parseNext(HttpParser.java:514)
at org.mortbay.jetty.HttpParser.parseAvailable(HttpParser.java:211)
at org.mortbay.jetty.HttpConnection.handle(HttpConnection.java:380)
at org.mortbay.io.nio.SelectChannelEndPoint.run(SelectChannelEndPoint.java:395)
at org.mortbay.thread.QueuedThreadPool$PoolThread.run(QueuedThreadPool.java:488)

14-jan-2010 21:50:56 org.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 org.jivesoftware.webchat.ChatSession.joinQueue(ChatSession.java:243)
at org.jivesoftware.webchat.actions.ChatStarter.startSession(ChatStarter.java:257)
at org.jivesoftware.webclient.jsp.queue_jsp._jspService(queue_jsp.java:75)
at org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:97)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:820)
at org.mortbay.jetty.servlet.ServletHolder.handle(ServletHolder.java:487)
at org.mortbay.jetty.servlet.ServletHandler$CachedChain.doFilter(ServletHandler.ja va:1093)
at org.jivesoftware.webchat.SetCharacterEncodingFilter.doFilter(SetCharacterEncodi ngFilter.java:45)
at org.mortbay.jetty.servlet.ServletHandler$CachedChain.doFilter(ServletHandler.ja va:1084)
at org.jivesoftware.webchat.SetupFilter.doFilter(SetupFilter.java:92)
at org.mortbay.jetty.servlet.ServletHandler$CachedChain.doFilter(ServletHandler.ja va:1084)
at org.mortbay.jetty.servlet.ServletHandler.handle(ServletHandler.java:360)
at org.mortbay.jetty.security.SecurityHandler.handle(SecurityHandler.java:216)
at org.mortbay.jetty.servlet.SessionHandler.handle(SessionHandler.java:181)
at org.mortbay.jetty.handler.ContextHandler.handle(ContextHandler.java:726)
at org.mortbay.jetty.webapp.WebAppContext.handle(WebAppContext.java:405)
at org.mortbay.jetty.handler.ContextHandlerCollection.handle(ContextHandlerCollect ion.java:206)
at org.mortbay.jetty.handler.HandlerCollection.handle(HandlerCollection.java:114)
at org.mortbay.jetty.handler.HandlerWrapper.handle(HandlerWrapper.java:152)
at org.mortbay.jetty.Server.handle(Server.java:324)
at org.mortbay.jetty.HttpConnection.handleRequest(HttpConnection.java:505)
at org.mortbay.jetty.HttpConnection$RequestHandler.content(HttpConnection.java:843 )
at org.mortbay.jetty.HttpParser.parseNext(HttpParser.java:648)
at org.mortbay.jetty.HttpParser.parseAvailable(HttpParser.java:205)
at org.mortbay.jetty.HttpConnection.handle(HttpConnection.java:380)
at org.mortbay.io.nio.SelectChannelEndPoint.run(SelectChannelEndPoint.java:395)
at org.mortbay.thread.QueuedThreadPool$PoolThread.run(QueuedThreadPool.java:488)

Are you running webchat on an application server like Tomcat as a part of webapps or from the Openfire server itself? If from Openfire server, are you accessing directly 9090/webchat/ url or using an HTTPD/Apache config rewriterule or mod_proxy to proxy the webchat request over port 80?

Thank you for the quick response

We are not running tomcat webapps, but are running webchat by the default url :9090/webchat.

We are not using any proxy-rewrites. Just the default :9090/webchat with jetty.

Sometimes everything works smooth like it should do, but every couple of chat requests the request hungs with the routing request screen.

Always with the

WARNING: Unable to join chat queue.
No response from the server.:

message in the webchat log.

Thanks for your help!

Does this thread help?

http://www.igniterealtime.org/community/message/159792

Thanks for helping me!

I tried the suggestion provided in the document, but this seems to to helpt.

I tried Spark 2.5.8 does not help either.

It looks like the problem has something to do with the webchat plugin errors

WARNING: Unable to join chat queue. No response from the server.:

WARNING: Error retrieving chat setting using key=no_help_text and workgroup=null

Could it be that sometimes the webchat plugin does not give the workgroup name to the chat script? (workgroup=null)

Anonymous logging in is offcourse enabled in openfire, but this does not seem to work ok with Active Directory LDAP.

Is there any expert who knows how to fix this???