Chat doesn't show for some of the users
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Thread: Chat doesn't show for some of the users

  1. #1
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    Chat doesn't show for some of the users

    I just deployed the latest version of chat on a Network edition 8.5 latest. It immediately showed up for me in the web (admin account) and for several other users. However, lots of other users don't see the chat dock or sidebar at all.

    What we tried:
    1. reset the zimbra cache again - no joy
    2. reset the cache on user's browsers - no result
    3. try other browsers and platforms (chrome, FF, IE / Windows/Mac/Linux) same result for the users who couldn't see the zimlet
    4. checked personal perferences - zimlet is enabled
    5. multiple refreshes - nothing

    Any suggestions are welcome

    Thanks


    As per the wiki, here's some additional info:

    a precise description of the issue
    - see above

    steps to reproduce the issue
    - install zextras and activate zxchat

    your server's specs (cpu, ram, storage etc...)
    - Dell R515
    - 96Gb RAM
    - 24 SAS 15k drives in raid10
    - RHEL 6.6 x86_64
    - ZCS network edition fully licensed

    your Zimbra version

    zimbra-ldap-8.5.0_GA_3042.RHEL6_64-20140828192109.x86_64
    zimbra-convertd-8.5.0_GA_3042.RHEL6_64-20140828192109.x86_64
    zimbra-store-8.5.0_GA_3042.RHEL6_64-20140828192109.x86_64
    zimbra-mta-8.5.0_GA_3042.RHEL6_64-20140828192109.x86_64
    zimbra-apache-8.5.0_GA_3042.RHEL6_64-20140828192109.x86_64
    zimbra-archiving-8.5.0_GA_3042.RHEL6_64-20140828192109.x86_64
    zimbra-core-8.5.0_GA_3042.RHEL6_64-20140828192109.x86_64
    zimbra-dnscache-8.5.0_GA_3042.RHEL6_64-20140828192109.x86_64
    zimbra-spell-8.5.0_GA_3042.RHEL6_64-20140828192109.x86_64
    zimbra-snmp-8.5.0_GA_3042.RHEL6_64-20140828192109.x86_64
    zimbra-logger-8.5.0_GA_3042.RHEL6_64-20140828192109.x86_64
    zimbra-memcached-8.5.0_GA_3042.RHEL6_64-20140828192109.x86_64


    your ZeXtras Suite/ZxMig version ( as the zimbra user run: "zxsuite/zxmig core getVersion" )

    zextras_version 1.10.2
    zextras_commit 5fa7c70acf715a78c825bdac8babbe223627b40b
    zal_version 1.5.2
    zal_commit 5fa7c70acf715a78c825bdac8babbe223627b40b


    your OS, its version and architecture

    Scientific Linux release 6.5 (Carbon) 2.6.32-431.29.2.el6.x86_64

    the number of servers in your Zimbra infrastructure
    - 1

    the number of mailbox server in your Zimbra infrastructure
    - 1

    for GUI related issues, the browser you were using when experiencing the issue and its version
    - Chrome: Version 39.0.2171.95 m
    - FireFox: 34.0.5


    for ZxChat Zimlet issues, the ZxChat Zimlet version
    1.23


    JavaScript console errors in a working web UI (where I can see the chat client):
    Code:
    Uncaught Error: JavaScript API Domain is restricted to localhost, mail.zimbra.com, host.local
    /service/zimlet/com_zextras_chat/com_zextras_chat.js?v=140828194228&language=en&country=US:10041
    https://myhost.com/?dev=1#1
    Failed to load resource: net::ERR_CACHE_MISS
    /service/zimlet/com_zextras_chat/emojione.sprites.css.map:1 
    GET https://myhost.com/service/zimlet/com_zextras_chat/emojione.sprites.css.map 404 (Not Found)
    ZxUtils.coffee:454
    Last edited by bud; 01-07-2015 at 08:16 AM. Reason: Fixed formatting

  2. #2
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    On a client where zxchat client doesn't load, there is no mention of it anywhere in the javascript console at all

  3. #3
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    Waiting for the original post to go through the mods I guess...

  4. #4
    ZeXtras Community Manager ZeXtras Employee Cine's Avatar
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    Hello Olorin!

    A question that might sound silly: did you make sure that the ZeXtras Chat Zimlet is enabled for the user you are logging into (or for its COS)?

    Have a nice day,
    Cine
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  5. #5
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    I checked, both users directly and every COS - chat is enabled

  6. #6
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    moreover, it looks like the missing chat zimlet is related to specific domains (I have over 20 in my server). Some domains seem to have the chat zimlet, and some don't

  7. #7
    ZeXtras Community Manager ZeXtras Employee Cine's Avatar
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    Hello Olorin!

    I've discussed this case with the ZeXtras Chat head dev, which would like to know:

    - Are the affected users using the "Offline sync" functionality?
    If yes try to disable and enable it again to allow the Zimbra Interface to reload the JavaScript environment.


    - Is your mailbox server behind a proxy? Are the affected users all connecting via either one between "https" or "http"?


    While the CSS-related error is a known issue that does not affect the Zimlet's functionality, the
    Code:
    Uncaught Error: JavaScript API Domain is restricted to localhost, mail.zimbra.com, host.local
    error can be a symptom of a misconfiguration of your proxy or domain

    Could you please send me a PM with the output of the following command (change "myhost.com" with one of the affected domains and then)
    Code:
    zmprov gd "myhost.com"
    (change "myhost.com" with one of the affected domains and then run it again for one of the domains which are not affected)

    Have a nice day,
    Cine
    the ZeXtras Team
    IT Support Team Contact Form
    Sales Team Contact Form

    ZeXtras Website
    # ZeXtras Wiki # ZeXtras Store

    Have ZeXtras Suite or ZeXtras Migration Tool been helpful to you?
    Share your experience in the Zimbra Gallery!

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  8. #8
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    Hey, I've solved it after all. Looks like the zimlets were enabled at the COS level, but someone disabled COS enforcement for the enabled zimlets, switching the setting to a per-user basis. I can guess who did it (long since out of the company) but I've no idea why.

    In any case, thanks so much for the prompt response and the attempts at helping me out.

  9. #9
    ZeXtras Community Manager ZeXtras Employee Cine's Avatar
    Join Date
    Apr 2011
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    2,342
    Hello Olorin!

    That's great news, thank you for your feedback!

    Have a nice day,
    Cine
    the ZeXtras Team
    IT Support Team Contact Form
    Sales Team Contact Form

    ZeXtras Website
    # ZeXtras Wiki # ZeXtras Store

    Have ZeXtras Suite or ZeXtras Migration Tool been helpful to you?
    Share your experience in the Zimbra Gallery!

    ZeXtras Suite on the Zimbra Gallery
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