I start a session with the Support Panel; see visitors but the chat say offline all the time.
The Support Panel Log shows an “ HTTP/1.1 500 Internal Server Error” message in the execution of the users.php
If you receive a mapped error message "500 Internal Server Error" that block the execution of the /components/com_activehelper_livehelp/server//services/users.php, maybe you have a problem with the Suphp.
We find that some hosting that worked under Suphp blocked the word "user".
We suggest contact your hosting tech support and request to remove or disable the rule that prevent the correct execution of the LiveHelp Server.