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    Nigel Oliver
    Migrating from 2.0 to 3.7 Chat IssuesAnswered
    Topic posted September 12, 2019 by Nigel OliverBronze Medal: 1,250+ Points 
    25 Views, 6 Comments
    Title:
    Migrating from 2.0 to 3.7 Chat Issues
    Content:

    Hi All

    I thought I would ask on here about some issue we are having with Chat migrating from CP 2.0 to 3.7.

    We have reconfigured all of our custom code, widgets and models and everything is working fine,  The only issue we have is with chat.  When we launch chat from the CP it gets stuck at "connecting to chat server". And if use the debug console we can see 1 error "Uncaught TypeError: Cannot read property 'split' of undefined"

    I can see others have successfully migrated from 2.0 to 3.7 with no issue and was wondering if anyone else had encountered this issue?

    Thanks

    Nigel

    Version:
    CP 3.7
    Code Snippet:

    Best Comment

    Neil

    I'm good thanks!

    It's hard to tell what is happening from 1 line of code. The code is expecting customField.col_name to be populated but it doesn't appear to exist. If it's standard code this is most likely the request coming back from the chat server being unexpected, i.e. an error of some description. Hence I mentioned looking for network errors - which might not be reported in the console if they are not 500 errors, so it might involve inspecting the network requests in more detail. 

    I can take a quick look if you have something you can share (can be over PM), otherwise I can try and go through debugging steps but it make take some time.

    Neil

    Comment

     

    • Neil

      Hi Nigel,

      Are you seeing any network errors? Is it on a clone site? I'm sure I have seen issues in the past where clones have not had the relevant account on the chat server even though the clone has it still enabled. I may be imagining it but I recall disabling and enabling chat in HMS to resolve similar issue.

      Cheers,

      Neil

      • Nigel Oliver

        Hi Neil

         

        Hope your well!  Ok tried this but still encountering same problem:

        Uncaught TypeError: Cannot read property 'split' of undefined

        columnName=customField.col_name.split("c$")[1],postedCustomFieldName="Incident_CustomFields_c_"+columnName,urlCustomFieldName="Incident.CustomFields.c."+columnName,url2CustomFieldName="incidents.c$"+columnName,postedCustomFields=this.data.js.postedCustomFields

        Cheers

        Nigel

        • Neil

          I'm good thanks!

          It's hard to tell what is happening from 1 line of code. The code is expecting customField.col_name to be populated but it doesn't appear to exist. If it's standard code this is most likely the request coming back from the chat server being unexpected, i.e. an error of some description. Hence I mentioned looking for network errors - which might not be reported in the console if they are not 500 errors, so it might involve inspecting the network requests in more detail. 

          I can take a quick look if you have something you can share (can be over PM), otherwise I can try and go through debugging steps but it make take some time.

          Neil

    • Jessica Bradley

      Hi Nigel,

      If you're having issues after an upgrade, you should definitely open a Service Request with our Support team.

      HTH,

      --Jessica

      • Nigel Oliver

        Hi Jessica

        Yes we have done this and gone round in circles with it. I dont think support know why this is happening,

        Cheers

        Nigel

    • Nigel Oliver

      Ok this was due to a custom javascript file autoload.js

      this has been removed and now chat works and we are correcting the custom code

      Thanks to Neil Emrich for the solution!!

      Cheers

      Nigel