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    Prasad Sawant
    Co Browse from Desktop Browser not allowedAnswered
    Topic posted May 11, 2015 by Prasad SawantRed Ribbon: 250+ Points, tagged Co-browse 
    1783 Views, 17 Comments
    Title:
    Co Browse from Desktop Browser not allowed
    Content:

    Hi,

    I get the below error when I try to initiate co browse in a customer chat session. The screen sharing button is also disabled.

    "The customers environment does not support this version of cobrowse"

    See attached screen shot. 

    Environment details :

    Service Cloud version: Feb 2015

    Browser : Chrome (Version 41.0.2272.101 m)

     

    Regards,

    Prasad.

    Image:

    Best Comment

    Ann Singh

    Only OCS or trained partners are to perform certain details of the Cobrowse configuration. These deployment specialists will work with the customer to obtain information about the co-browse user interface, domains to be co-browsed and optional security configurations. They will be able to complete your Cobrowse set-up.

    Thank you

    Ann

     

     

    Comment

    • Bhagwan Singh Mer

      The required Java version for LiveLOOK  CoBrowse is version 1.6.0. or higher.Can you check that for your workstation?

    • Prasad Sawant

      Hi MB,

      It went to "https://www.java.com/en/download/installed.jsp" and did a check for outdated Java versions. I have now installed Version 8 Update 45 of java. But still the same issue. Im doing the below,

      1) Customer requests for live chat from CP.

      2) Agent receivesthe request and session is established.

      3) Agent wants to initiate co-browsing but the "Screen Sharing" button is disabled.

      Note that when I initiate the chat from my mobile then the "Screen Sharing" button is enabled.

       

    • Ann Singh

       Hi Prasad,

      The issue your describe was reported in the past and we had addressed this in the latest service packs. Do you if you are using the latest 15.2 service pack?

      thank you

      Ann

       

    • Prasad Sawant

      Hi Ann, 

      We are using Service Cloud February 2015 version. Not sure how can I check the correct service pack. 

      Since the Chat co browse does not work, as an alternate way I tried setting up co-browsing through Incident screen. When I set the session Id generated from CP in the Co browse workspace of Agent Desktop. It gives me this error.

      "Your browser does not support HTML5 We cannot connect you to the session because you are using an outdated browser. Please come back again with a recent version of Chrome, Firefox, Internet Explorer, or any other modern browser. "

      I then updated chrome to version to 42.0.2311.135 m but still does not work.

      47367Cobrowse2.jpg (96KB)
    • Ryan

      Prasad -

      File > Help > About will give you version information.  You're looking for:

      "Oracle Service Cloud February 2015 SPxx"

    • Bhagwan Singh Mer
       

Another easy way to find the product version/SP details without opening the console is https://xyz.custhelp.com/ci/about
    • Prasad Sawant

      Thanks. Version details,

      February 2015 SP1 (Build 122 - 03/28/2015)

      CE Version: rnw-release-15-2-0-1-sp1

    • Ann Singh

       Thanks Prasad.

      You are on the correct SP.

      Are you working with a Oracle Partner or Oracle Consulting on the CoBrowse set-up?  Are you using IE8?

      Also, are you using Advacnced CoBrowse or ICB?

      You may also email me your company name and Cobrowse siteid.

      thanks - Ann (Ann.Singh@oracle.com)

       

       

    • Prasad Sawant

       Hi Ann, Thanks.

      We are trying to setup Co browse ourselves. However we do contact Oracle contacts for environment related questions or issues. We confirmed from Oracle that they have applied the 15.2 Service pack in April on our environment.

      We are using google chrome 42.0.2311.135m for the CP.

      At this moment, we are trying to setup cobrowse that can be used during Customer-Agent Chat. We have configured the chat workspace with Screen sharing button. Currently this button is only enabled for Mobile version of the CP and not the Desktop version (this is still an issue ..) . But the bigger issue is that the screen sharing request does not reach the customer chat window on the CP. There is no error thrown as such.

      Regards,

      Prasad.

    • Charles Lickly

      I am also having this issue.  I have set up the Chat workspace with the Screenshare button.  Verified that Co-Browse is turned on and initiated a co-browse from a Syndicated Widget and it is grayed out on the workspace.  I too am on February 15 SP1

      Does this version have a defect around co-browse?

    • Ann Singh

       Hi Charles,

      Are you a Partner using a demo template?  We have some known issues with the template.

       

      thanks

      Ann

    • Rosicky Liu

      We have the same issue. We are using latest version May 2015 and set up all things, but not working on laptop or desktop.

      Is there any way to fix it?

    • Charles Lickly

      You should submit a ticket as this will most likely require OCS assistance.

    • Ann Singh

      Only OCS or trained partners are to perform certain details of the Cobrowse configuration. These deployment specialists will work with the customer to obtain information about the co-browse user interface, domains to be co-browsed and optional security configurations. They will be able to complete your Cobrowse set-up.

      Thank you

      Ann

       

       

    • Bastiaan Van Dorsten

      In my case the problem was that the standard/chat/ChatCobrowsePremium widget was not active and not present on the chat php page.

      Hope that helps!

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