1. Most of the times the problems are related to a custom .htaccess file.
Check : A quick test is to rename your current .htaccess file and reload your site, also start the desktop app and check what happens.
Solution : Each hosting configuration can be very different but we found that common rules that can affect the normal behaviour of the Live Chat Server.
2. Joomla configuration file moved from the root path.
Check : A quick test is to restore the configuration.php into the root path and check what happens.
Solution : Manually edit the Live Chat Server database configuration file and change the path to the Joomla configuration file. File name : config_database.php , path : \components\com_activehelper_livehelp\server\import and change the inclustion line : require_once J_CONF_PATH.DS.'configuration.php'; with the new path.
3. Path Issues
Check : During the installation process a configuration file is build with the current server paths. Sometimes this paths are wrong and other times due permission issues is not possible to build. A quick test is to check the current configuration file and update the paths and check what happens.
Solution : Manually edit the Live Chat Server configuration file and change the path to the Joomla server. File name : jlhconst.php , path : \components\com_activehelper_livehelp\server\import and check the paths under the constats : J_DOMAIN_SET_PATH and J_CONF_PATH.
Solution : Also if the site was moved or you already fixed the permission issues you can try to rebuild this file by using the option "reset settings" under the section server settings.
Check : An optimized environment like Cloudflare can avoid some php routines in order to increase your site loading. A quick test is disable Cloudflare and check what happens.
Solution : We are not expert in Cloudflare but we know some common issues and solution that can be present on an Cloudflare installation.
5. Site loader optimizer : Rocket Loader, JCH optimize, mod_pagespeed.
Solution : You can find a lot options to speed your site performance but each solutions has their own restrictions and we are not expert on each one. We knwo some common issues and solutions that can help some times but other times is very important to know your current speed solution.
6. OPCACHE and Xcache.
Solution : We are not expert in OPCACHE or Xcache but we know some common issues and solution that can be present.
7. Admin Tools and Securitycheck.
Check : This two extensions are very powerful on joomla sites but you need to know how to setup this because you can get troubles with the Live Chat Module. A quick test is disable the extension and check what happens.
Solution : We are not expert in Admin Tools but we know some common issues and solution that can be present.
8. htaccess maker from Admin Tool
Check : We are not expert in Admin Tool but we know some common issues related with settings under the .htaccess maker
Solution : Is necesary to set "Enable Cross-Origin Resource Sharing (CORS)" to "Yes" in the .htaccess maker.
9. Apache Configuration
Check : Some sites include a apache directive in order to block iframes and this affect the live chat popup behaviur.
Solution : If you have this line on your index.php we suggest to remove : Header always append X-Frame-Options DENY
10. Custom htaccess file
Check : If you have a custom htaccess file most of the times generated by admin tools.
Solution : This is happening very often and the issues on the loading of the Live Chat button are related with a custom htaccess file generated by admin tools.