Try it FREE
Knowledge Base Knowledge Base   Phone Phone: +1 (720) 336-8323 M-F 9am-5pm MST   Download the Free Version
Home
Features
Screenshots
Free Trial
Pricing
Login
Knowledge Base
Search:
Knowledge Base » Errors and Troubleshooting » Chat icon not displaying on my website
Chat icon not displaying on my website

There are few things to check.

 

First, check the chat icon "behavior" setting at the Setup Admin area.

 

  1. Login to your PHP Live! Setup Admin area
  2. Click the top menu "Chat Icons"
  3. Click the "Behavior" of the OFFLINE chat icon 
  4. Is the option "Do not display the offline chat icon" checked?  If it is checked, the chat icon will not display if the operators are offline.  This may be the reason the chat icon is not showing up on the website

 

Another thing to check is if you have placed a chat icon exclude directive for the page.  If you have done so, you will want to remove the exclude for the page or pages.

 

It may also be due to the server configuration.  In these situations, try switching Off the image output "OB Clean" setting.  To access the "OB Clean" setting, here is what you'll want to do:

 

  1. Login to your PHP Live! Setup Admin area
  2. Click the top menu "HTML Code"
  3. From the "HTML Code" page, scroll to the bottom of the page where it indicates a Note about "Image Output OB Clean Setting"
  4. "OB Clean" is On by default.  Switch the setting to "Off" and see if it corrects the issue
  5. Done!

 

If you do not see the "OB Clean" setting, you'll want to upgrade your PHP Live! system to the latest version.  The latest version can be downloaded from the client area.

 

If neither of the above two methods seems to fix the issue, it is most likely server configuration or you are trying to access your live chat system from a URL that does not match your server.  There is a special PHP Live! build to overcome some server configuration that does not allow displaying of images at another domain.  Please email tech@phplivesupport.com if you would like to try the special build.  It is the same software except couple files are modified to workaround some tricky server configurations.

Was this helpful?
could be more helpful? send comment
back to top