Important update for all those who cannot log in to Chat!! **Please Read!**

[James]

**Potential solution for RYL chat connection problems**

Hi Everyone,

I have been working closely with one of the members this evening who has been unable to get RYL chat working in her web browser. She very kindly consented to give me remote desktop access to her computer in order that I could investigate these chat issues further and try and find a resolution for all those of you who are currently unable to access RYL's chat.

Before reading further, please note that the information below applies ONLY to people who have been receiving the empty blue chat screen with a single white box displayed at the bottom and/or possibly a black screen when you click the chat link. Anyone who is experiencing any other symptoms (such as authentication failed errors messages) will most likely find the information below does NOT apply to them.

The blue/black screen problem has been traced to computers running the "Avast!" antivirus software package and, specifically the "Web Shield" module which is part of this security program.

The software version of Avast affecting RYL chat is Home Edition v4.7-1098. Other versions of Avast may also exhibit the same bug.

To check to see if you have Avast installed on your machine:

- Look for the little blue 'ball' style icon with a white 'a' on it, in the bottom right of your screen, by the taskbar clock.

OR

- If you cannot find the icon as described above, open your Add/Remove programs control panel and look for anything listed in there which is Avast related.

If you find Avast on your machine, you should open the software, either by double clicking on the small icon by the taskbar clock, or using the Avast icon in your Start menu. Once in the program settings, click "Advanced" and scroll through the list of modules until you find the "Web Shield" module. Select this module by clicking its icon on the left, and then in its settings to the right, press the 'Terminate' button to disable that module. You will be prompted with a message asking if you wish to make these changes permanently - click Yes.

Please bear in mind that the above may not apply to your computer or your version of Avast. For those members still experiencing issues for which the above is not a solution, I will be happy to assist you via Remote Desktop on a case by case basis. Please post here or PM me if chat is still not working and you need my help.

Finally, I just wanted to say a special public thank you to 'BekahCook' for giving me remote access to her computer and allowing me to further research these issues for the benefit of RYL and the community.

Please post your experiences with the above to this thread. If you are experiencing problems with chat and you are not running Avast, I need to know about it - thank you :)


James

[ceiron]

doesnt help me at all

[James]

Could you perhaps be a little more specific - that really wasn't a particularly constructive post.

What antivirus software are you running?

[ceiron]

avast 4.7 1098 home edition

all i see is a blue box, there is no white bar or anything it it, just blue screen

[James]

Avast is your problem, as mentioned above in my post. The white box is not necessarily going to be visible for all people under all web browser configurations.

Have you disabled the Web Shield module?

[Dead Force]

I really do not think that Avast is the problem here, I have that version of Avast and was able to get into and use chat fine with web shield enabled.

Also, with all due respect, telling people to turn off web shield is not a good idea.

[EyelinerAndCappuccino]

I couldn't find the thing to turn off what you said so i just turned the whole thing off... and i can get into chat now.

[Dead Force]

Turning off your anti virus software is not a good idea as it leaves you exposed to viruses and other nasties.

If you get a virus you could end up not being able to use your computer let alone chat.

[Harley]

Try replacing it with decent software that doesn't break very simple normal Javascript code? :P

And wow there are some seriously ungrateful people on RYL!


Harley

[James]

Can I please clarify here.

With the greatest respect Dead Force, if you read my post, I have NOT instructed people to turn off their antivirus software - only one module within the program. What is more, modern antivirus software monitors all data written to and from a hard disk - given that any infection must first be written by the browser to temporary internet files, it will be stopped and neutralised at that point. Web shield - while theoretically desirable to have - is not essential to secure functioning of antivirus software.

Avast is most CERTAINLY the problem here - I know because I myself categorically proved this on a member's system.

There is nothing to prevent a member from disabling the Web Shield module and then testing with chat to make sure things work. They are then more than welcome to switch Web Shield back on and lose access to RYL chat once more. They then have the option of changing their antivirus software, or living without chat, it's as simple as that.

So once again, if people can follow my instructions (assuming they apply to you) we will actually be able to gather some useful data and make some positive headway with this.

Please remember we are all on the same side here. Since RYL did not actually develop your antivirus software, we are not actually in fact responsible for resolving any issues it causes. The issue here IS with this antivirus product (certainly on Windows Vista), not with the RYL chat server.

Please feel free to change your antivirus software altogether if you feel more comfortable with that solution.

[Rawrk]

Not to be a pain here, I'm sorry for mucking this up, but I created a new account with no special characters, & I still got the blue screen with a white bar & I don't have the Avast software. Sorry. I don't mean to be stupid. I'm just slightly confused.

[Harley]

Dazzle, could you PM James and he will organise seeing what it is on your machine that is causing this - what AV software do you run?

I have looked at the code for chat, and it is web standards passing Javascript code with no funny stuff that can be blamed.

For some reason Avast has serious issues with rendering various bits of code on thousands of websites (a google search will show) - so changing it or switching off will help RYL chat work, and in fact plenty of other sites that would fail now, but which you might not have noticed.

It is certainly possible that Avast is not the worse written piece of AV software on the planet, and therefore others could exhibit the same!


Harley

[Mimsy]

Hi Harley and James,
I'm feeling that you need some congratulation here!
Thank you for doing so much for the community. If you werent here, RYL wouldn't be, I think a few people need to remember that! James- thanks for helping a lot of people to sort this, where do you find the time?!
So, the point of my post is to say thank you. You're fabulous, and I'm really grateful.
Thanks, Miriam

[James]

Miriam, you're a star and thanks a million for your post! Based on some of the other responses on this thread I was beginning to wonder quite what the point of me doing all this was!!

Seriously thank you, it means a huge amount to know that the colossal amount of time that Harley and I put in on these things doesn't go unnoticed!

Dazzle, don't worry at all. It is likely that there could be other reasons for chat not loading on poeple's systems, other than the usage of the Avast! AV software in some cases. I'll PM you and we'll sort this together.

[Puppet Strings]

If you're worried about disabling your anti-virus software, there's perfectly good free online programmes... right? Like AVG.
Thing is, if this programme is causing problems to what you can access online, then perhaps it's time for a change.

Personally, I'm alright, but I thought I'd mention that!

Indeed, Miriam is right. James didn't have to go the hassle of doing this.

x

[BekahCook]

James, Harley, you two are truely amazing!! thank you so much for everything you do for RYL. and James, thank you for getting my chat working, i hope this will help other members of RYL get chat working.

[James]

Thanks Bekah, couldn't have done it without you though! ;)

[confuzzled]

James, Harley.... total stars! I'm finally able to use chat =D


It's all new and shiney! =D

[The Hierophant]

Doesn't help me at all.
I'm running Mac and nothing.
*shrug*

[Flip]

hi, yer i have the same problem as Platinum - got a mac
any idea's? even though (i'm guessing) you have windows
oh and i've did a full search of my computer and i don't have avast

[James]

I use and support both Windows and Macs for my clients, so no worries there.

What versions of Mac OS X are you both running? Also what web browsers (along with the version number) are you both running?

Mac OS X Leopard 10.5.1 here and Safari 3.0.4 with no issues with chat at all, so we'll need to find the fly in the ointment with your specific Mac configurations.

Please can you both visit http://www.adobe.com/products/flash/about/ on the Adobe website and ensure that your Flash plug-ins are both up-to-date and operating as they should?

[Flip]

i have the flash up to date and the safari 3.0.4 but i'm not sure on the Mac OS X Leopard 10.5.1 - not sure how to checek which 1 i have :S
i have a feeling i have some updates to do so i'll check that and see what happens.

[Flip]

ok well the only updates i have for me are for iPhoto and quicktime
would that effect it?

[James]

That's great, thanks Flip. Can you give me your Flash version number reported from that Adobe link? It's displayed in several places on the page though? This just allows me to double check everything is working as it should.

You can check your Mac OS X version by click on the Apple menu and choosing "About This Mac"

Thanks for updating me. If we really can't get this sorted, then I can do a remote assistance session with at some point to try to get to the bottom of things.

Please note for all people running PCs, all the information given above regarding Avast! is still relevant for you!

EDIT: Your post crossed with mine - those updates probably wouldn't. Can you give me your Mac OS X version as per my instructions above? Thanks.

[Flip]

yer its 10.5.1 and the flash thing is version 9,0,115,0

[James]

Thanks Flip. Ok, next thing to make sure that your firewall isn't causing the problem. Can you possibly go to the Apple Menu > System Preferences > Security > Firewall tab. Is the firewall set to "Allow all incoming connections"?

[Flip]

yep all incoming connections

[James]

Right ok, thanks Flip for all you're doing. Rather than me sending you round the houses any more, would you be happy for me to do a remote control session with you to try and resolve this?

I have to nip offline now for about half an hour (still haven't had dinner tonight!) but I'll be back straight after that. If you are happy for me to help you remotely, please could you sign up for a free account with www.logmein.com and download and install the software they provide you with? They will also send you an activation email within which is a link you need to click to activate your account.

If it's convenient for you, I'll chat to you on MSN (if you have it) in half an hour when back at the computer and we can take it from there - I'll see if I can sort it for you.

If you can't stay online or you'd prefer to go, I quite understand, just let me know.

Will PM you my MSN address now in confidence.

[Flip]

i'm perfectly happy to get the software and allow you to control my mac but i must be off now as i have to get up early for 6th form tomorrow.
i'll be on here from around 6 till 10 tomorrow night so could do it then if thats fine with you. if not we'll have to sort a time out. thanks for your help :)

[James]

No problem Flip - I quite understand of course. I'm stuck tomorrow evening sadly as I have to be elsewhere, but we'll sort something for later on in the week I'm sure :)

Thanks again for all your input, it's very much appreciated!

[Queen Crabbit]

James, you are a complete and utter star :)
I don't think I've seen any other website where the webmaster's brother goes so out of his way to help ;)
Seriously though, you do an ace job, and I'd just like to add my personal Thank You [even though I haven't actually had a problem with chat...] to this thread.
:)
x

[Rawrk]

James, you're awsome, as is Harley.

I'll get my Remote Assistance done tonight, I had a few things to do last nght, & I'm sorry for taking so long.

But you two are doing amazing jobs :]

[craola]

I'm just popping in to say thank you to you both but especially James for taking so much time (and patience!) for sorting this out!!
I also wanted to add I can get into chat fine and im on a Mac and I haven't yet upgraded to Leopard so there shouldn't be a problem there :)

:coffee:

[klo_flo]

Well done, thanks guys.

Chloe x

[James]

Thanks so much for your kind comments everyone :)

I was working for a long time on Flip's Mac last night and sadly have not yet been able to pin down the root cause. It appears to be network related however since the chat client is completely unable to connect with the server in this instance.

It's conceivable it's a router issue perhaps. Platinum please could you provide the following information so I can compare this with Flip's set up:

- Apple Mac computer model
- Version of Mac OS X
- Version of Safari
- Model and make of your broadband router
- Your ISP (which company, Pipex, Tiscali, Virgin etc. etc.)

Many thanks.

[The Hierophant]

Mac OS X !0.4.9
I'm running latest safari.
Broadband router is the Net Gear white whatsit thingy, and we are with virgin cable.

[Auburn Shadow]

I'm on windows XP SP2, running NOD32 3.0 antivirus latest versions of both IE and Firefox, and I'm still getting the blue box when I try and load chat. I don't know about broadband provider as I'm on university halls internet network.

Thank you for all the time and effort you've spent so far on trying to fix this problem.

-Hana
xxx

[James]

Hi Hana,

Thanks for the info. Can you possibly check your Adobe Flash version here:

http://www.adobe.com/products/flash/about/

and let me know what it is? Thanks so much :)

[Auburn Shadow]

Flash version is 9,0,115,0

Thanks James.

Hana

[James]

Thanks for letting me know Hana :)

Would you consider giving me Remote Desktop access to your computer at some point, in order that I can research this issue further and try to resolve it for you?

If yes, just drop me a PM, or let me know in this thread and I'll PM you so we can work out all the details.

Thanks so much again for your help thus far :)

[Rawrk]

James, I'm sorry for not being around much, but im okay for this evening if you want to access my laptop tonight to see what's going on.

PM if thats okay. :]

[Harley]

Sadly James is away in London today seeing Paul Potts in concert - so won't be back until tomorrow :)

I know he is most interested in logging into your machine, as we are now (hopefully) getting a tad closer to working this out


Harely

[Sooty]

Paul Potts??!! Ha ha awww bless him. When chat does work fully, I sure it will be more or less problem free... well lets hope so eh!

Sophie.x

[Rawrk]

Well, as it's half term I'm pretty much availiable all day from about 1PM.
So yus, whenever you guys want to access it, it's fine by me :]

[Queen Crabbit]

OMG.
A staff member, actually having a life?
IT MUST BE STOPPED I TELL YE!
Anything less than 23 hours a day on RYL is NOT GOOD ENOUGH.

:-p

[Aidee]

So I scanned through this thread, but I'm still a bit confused. I have special characters in my name, but I don't have Avast, and I can't get into chat. Is it because of the special characters or is something else funky?

Thanks!

[Dreamer And Believer]

I have a Mac as well and can't access chat. If you do solve the Mac issue, would you mind sharing so I could see if it helps? I don't use chat much but it'd be nice to have for the few times I want it.=) you are fabulous BTW--you have put an AMAZING amount of effort into this & although sadly it hasn't helped me personally I appreciate it anyways! If I can help in any way let me know!

[Rawrk]

So I scanned through this thread, but I'm still a bit confused. I have special characters in my name, but I don't have Avast, and I can't get into chat. Is it because of the special characters or is something else funky?

Thanks!


Sometimes it is, it's worth changing yur name to se if you can get in. But for me it didn't help, I don't have Avast, so when James gets back from his thingy, he's gunna access my laptop to try & see what's going on or something.
So yus.
That's it pretty much.

[James]

Hi Dazzle, yes, you're right it is most likely the * in your name which is causing the problem. If you request a new username (with no special characters) from this link:

http://www.recoveryourlife.com/forum/profile.php?do=requestusername

I'll get it updated for you right away, and you should be able to join chat :)

[Rawrk]

It doesn't help.
I made a new account with no special characters, it still didn't work.
So it's my computer, not my name.

[James]

Ok Dazzle, thanks for the info. Since that didn't work, we'll definitely do that remote control session.

I'm really up against it over the next couple of days, but I'll give you a shout at the end of the week and see if we can arrange a time to get it all sorted :)

[Rawrk]

Yupyup, s'fine with me :].

[bloodyfool]

*is mega confused*
I turned offthe thingy in avast but chat's still not working!
All i get is a big black box and nothing else! :(
I hope by turning that thing off the computer wont go wrong, dad'll kill me!
Thankyou for all the tips, I guess I just can't use chat...

[James]

If it didn't resolve it for you, then you're welcome to turn the Web Shield module back on until we have further information.

Avast seems to be extremely problematic at the moment and the best solution at the moment, dare I say it, would be for people to switch to a different antivirus product.

[James]

Glad to hear that it's sorted for you :) I recommend that you change your antivirus software if you (or your Dad) is unhappy with running Avast with certain components disabled.

NOD32 is an excellent antivirus product you might wish to consider. You can find out more here:

http://www.eset.co.uk/

They offer a 30 day trial you can download also. Please ensure that you COMPLETELY remove Avast and restart your computer BEFORE installing any new antivirus software. Failure to do so could render your computer unusable.

[bloodyfool]

right... sorry to be a pain but it's not working on my laptop. i did the same as i did on dad's pc on mine. i don't get the black box anymore, i get a pale blue one with a white rectangle. it's annoying me!

[Aidee]

Woah woah woah, hang on a second before you start going after James here. RYL has members using every conceivable OS, along with probably 80 different anti-virus/anti-spyware/etc programs. Not to mention members using 250 different internet service providers.

We went through some of the same problems with one of the older chats, and one of the problems most definitely was that user names.

I think we should give them some time to get this worked out from all angles before we start giving James a hard time.