Results 1 to 17 of 17
  1. #1
    Join Date
    Oct 2004
    Location
    Moji
    Posts
    2,107

    Any Kayako expert in here?

    A friend's company using Kayako, and they have a problem with staff logins.

    2 staff cannot login at the same time. If one logins, the other drops automatically.

    They are logging in with different usernames and passwords, say, userA and userB. Correct login names are visible at the top of the each user's Kayako application window.

    However when they look at "who is online" list, it shows userA is online, even if the userA goes offline and userB logs in.

    This happens only between userA and userB, no other staff members are affected.

    I have no knowledge of Kayako, and don't have access the source code. But I have access to admin control panel.

    Any help to get me to the right direction is greatly appreciated.
    DigiPun.ch
    An Awesome Digital Punch Clock
    Release date: October 1st

  2. #2
    Join Date
    Apr 2001
    Location
    Paradise
    Posts
    12,052
    Have you tried removing and re-adding this users again?
    Shared Web Hosting - Reseller Hosting - Semi-Dedicated Servers - SolusVM/XEN VPS
    LiteSpeed Powered - R1Soft Continuous Data Protection - 24/7 Chat/Email/Helpdesk Support
    Cpanel/WHM - Softaculous - R1soft Backup - Litespeed - Cloudlinux -Site Builder- SSH support - Account Migration
    DowntownHost LLC - In Business since 2001- West/Center/East USA - Netherlands - Singapore

  3. #3
    Join Date
    Oct 2004
    Location
    Moji
    Posts
    2,107
    Thanks Jedito.
    Tried that but nothing changed.
    DigiPun.ch
    An Awesome Digital Punch Clock
    Release date: October 1st

  4. #4
    Join Date
    Apr 2001
    Location
    Paradise
    Posts
    12,052
    both are in different computers, right?
    Shared Web Hosting - Reseller Hosting - Semi-Dedicated Servers - SolusVM/XEN VPS
    LiteSpeed Powered - R1Soft Continuous Data Protection - 24/7 Chat/Email/Helpdesk Support
    Cpanel/WHM - Softaculous - R1soft Backup - Litespeed - Cloudlinux -Site Builder- SSH support - Account Migration
    DowntownHost LLC - In Business since 2001- West/Center/East USA - Netherlands - Singapore

  5. #5
    Join Date
    Dec 2004
    Location
    New York, NY
    Posts
    10,710
    Are they on the same network connection (IP)?

  6. #6
    Join Date
    Oct 2004
    Location
    Moji
    Posts
    2,107
    They are using different computers.
    They are in the same network so I guess same external IP, but different internal IP?

    All other users are in same network but only this two are affected.
    DigiPun.ch
    An Awesome Digital Punch Clock
    Release date: October 1st

  7. #7
    Have you contacting Kayako or sending them an email?

  8. #8
    Quote Originally Posted by BurakUeda View Post
    They are using different computers.
    They are in the same network so I guess same external IP, but different internal IP?

    All other users are in same network but only this two are affected.
    That seems to be the problem. Kayako assumes that the IP logged into another account so it will automatically log out the other account with that same IP.

    By the way, the internal IP doesnt matter since the server where Kayako is located can only see your external IP.
    Host Mist - Helping People Say Hello World
    Shared | VPS | Dedicated

  9. #9
    Join Date
    Apr 2001
    Location
    Paradise
    Posts
    12,052
    That shouldn't be an issue, we have in our office up to 6 computers connecting to kayako without any problem all using the same IP.

    I suggest to the OP to contact to Kayako directly or ask on their forum.
    Shared Web Hosting - Reseller Hosting - Semi-Dedicated Servers - SolusVM/XEN VPS
    LiteSpeed Powered - R1Soft Continuous Data Protection - 24/7 Chat/Email/Helpdesk Support
    Cpanel/WHM - Softaculous - R1soft Backup - Litespeed - Cloudlinux -Site Builder- SSH support - Account Migration
    DowntownHost LLC - In Business since 2001- West/Center/East USA - Netherlands - Singapore

  10. #10
    Join Date
    Apr 2009
    Posts
    865
    We've used kayako with 10+ users from the same office with the same external ip, a ticket to kayako support will help I hope

  11. #11
    Join Date
    Aug 2009
    Location
    Orlando, FL
    Posts
    1,063
    Quote Originally Posted by Crashus View Post
    We've used kayako with 10+ users from the same office with the same external ip, a ticket to kayako support will help I hope
    Same here. It shouldn't be a problem.

  12. #12
    Join Date
    Jan 2010
    Location
    New York, NY
    Posts
    183
    Does your friend have an active support subscription with Kayako? Should be pretty easy for them to troubleshoot. We've sometimes had two people from the same IP not able to login to LiveResponse at the same time, but not the helpdesk.
    InspiroHost :: Business Hosting
    Servers in New York, Washington DC and London. Try our Blog Hosting.
    Cpanel, 24/7 end user support, 99.95% uptime guarantee.

  13. #13
    Join Date
    Dec 2006
    Location
    Netherlands
    Posts
    1,435
    I'm guessing your Kayako installation is setup to validate staff against the use of same IPs.

    You'll need to find this setting somewhere in the ACP and disable it.

  14. #14
    Join Date
    Apr 2004
    Location
    UK
    Posts
    1,334
    Quote Originally Posted by BurakUeda View Post
    They are using different computers.
    They are in the same network so I guess same external IP, but different internal IP?

    All other users are in same network but only this two are affected.
    This shouldn't really be a problem, because a session identifier in Kayako is not solely based on the IP address.

    Are you using some kind of web proxy?
    Last edited by Jamie Edwards; 08-26-2010 at 08:10 PM.
    .
    » Kayako customer service software and live chat software- your customers deserve better than helpdesk

  15. #15
    Join Date
    Oct 2004
    Location
    Moji
    Posts
    2,107
    Thanks for all the advice guys.
    I am trying to help them remotely, but as far as I gathered they are using pretty old version like from 2003 or something.
    My friend said a foreigner freelance guy bought the license, installed the software and loosely translate it to Japanese years ago, so I really doubt that they have any support subscription, no one in the company can speak English anyway :/

    @Jamie: They might be using proxy, I will check.
    DigiPun.ch
    An Awesome Digital Punch Clock
    Release date: October 1st

  16. #16
    I would definetly ask in the kayako forum. I am sure they will get you straightend out.

  17. #17
    Join Date
    Apr 2004
    Location
    UK
    Posts
    1,334
    Quote Originally Posted by BurakUeda View Post
    I am trying to help them remotely, but as far as I gathered they are using pretty old version like from 2003 or something.
    It could well be the case that there is a bug in this old version that affects IP session collisions, then
    .
    » Kayako customer service software and live chat software- your customers deserve better than helpdesk

Similar Threads

  1. Replies: 0
    Last Post: 01-18-2010, 12:26 AM
  2. Replies: 2
    Last Post: 01-10-2008, 04:02 PM
  3. [needed] Kayako Setup Expert
    By sTag-Dan in forum Employment / Job Offers
    Replies: 1
    Last Post: 12-23-2006, 09:37 PM
  4. Kayako needs an expert to handle eSupport and LiveResponse Installations
    By Varun Shoor in forum Employment / Job Offers
    Replies: 0
    Last Post: 09-15-2003, 10:35 AM
  5. Employ A Windows 2000 Server/Pro Expert or Database Expert
    By XTStrike in forum Employment / Job Offers
    Replies: 2
    Last Post: 09-26-2002, 03:29 PM

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •