500 Internal Server Error in the Support Panel starup and tracking Module

If you get a 500 Internal Server error message when you try to start a session with the Support Panel and you can't see the tracking module in your page you have configuration issue that affect the LiveHelp Server performance.

This issue can be generated by many reasons, this is the most common reasons and solution:

The configuration file moved from the root directory.


If you use rsfirewall and was moved the config file behind the root directory this can cause conflicts when components are looking for the config file, or the log/tmp directories.


I moved the config file back to the root directory and this resolved the problem.