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Users stuck at "Routing Your Request" screen

A while back ago, we purchased lisences for Openfire Enterprise for the Fastpath capabilities. Our licenses have expired and while the web chat still works, we can’t pull reports or create new queues.

I’ve performed a clean install of Openfire 3.6.4 on a new server running CentOS 5. It’s using MySQL as its backend database, and is using another MySQL database to provide users, groups, and auth.

I’ve installed the Fastpath Service and Fastpath Webchat plugins and created a work group. I have Spark running and am signed into the queue. I can, as a test web user, click on the link to enter the chat service. Spark notifies me of a request, I accept it, and I (the Spark user) enter the chat room. The web user never shows up. Meanwhile, the web user is stuck indefinitely at a screen that says “Routing Your Request”.

I’ve read several posts on this issue, but have yet to see anything that helps resolve it. Here are some of the things I’ve verified.

  • My server name is a FQDN that can be resolved via the Internet.
  • xmpp.domain matches this FQDN.
  • The installed certificate is a wildcard certificate. Openfire complains about it, but the same certificate works on our other server running the old Enterprise version.
  • I have the following ports open: 3478, 3479, 5222, 5223, 5229, 5269, 7070, 7443, 7777, 9090, 9091

In the webchat-error.log file, there are two kinds of entries. Samples follow:

Oct 5, 2009 4:07:16 PM org.jivesoftware.webchat.util.WebLog logError
WARNING: Could not retrieve image: offline
No response from server.:
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.getImage(SettingsManager.java:147 )
at org.jivesoftware.webchat.FastpathServlet.service(FastpathServlet.java:174)
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$PoolThread.run(QueuedThreadPool.java:488)
Oct 5, 2009 4:08:37 PM org.jivesoftware.webchat.util.WebLog logError
WARNING: Unable to join chat queue.
No response from the server.:
at com.jivesoftware.smack.workgroup.user.Workgroup.joinQueue(Unknown Source)
at com.jivesoftware.smack.workgroup.user.Workgroup.joinQueue(Unknown Source)
at org.jivesoftware.webchat.ChatSession.joinQueue(ChatSession.java:240)
at org.jivesoftware.webchat.actions.ChatStarter.startSession(ChatStarter.java:256)
at org.jivesoftware.webclient.jsp.queue_jsp._jspService(queue_jsp.java:75)
at org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:97)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:820)
at org.mortbay.jetty.servlet.ServletHolder.handle(ServletHolder.java:487)
at org.mortbay.jetty.servlet.ServletHandler$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$RequestHandler.content(HttpConnection.java:843 )
at org.mortbay.jetty.HttpParser.parseNext(HttpParser.java:648)
at org.mortbay.jetty.HttpParser.parseAvailable(HttpParser.java:211)
at org.mortbay.jetty.HttpConnection.handle(HttpConnection.java:380)
at org.mortbay.io.nio.SelectChannelEndPoint.run(SelectChannelEndPoint.java:395)
at org.mortbay.thread.QueuedThreadPool$PoolThread.run(QueuedThreadPool.java:488)

Can anyone help me out with this issue? Thanks!