Operator Console and/or chat disconnects caused by intrusion prevention systems

Activa Live Chat Support » Operator Console » Troubleshooting

Article ID: 65 | Last Modified: 07/14/2010

Related Article: "Disconnect problems troubleshooting checklist"

If you are experiencing unexplained disconnects while using the Activa Live Chat Operator Console, it may be that your network devices (Routers, Gateways, Firewalls or IPS Appliances) are misidentifying the Operator Console's network traffic as "malicious." If this happens, they then block traffic and packets to and from the Operator Console which causes disconnects.

Have your IT or network administrators review your network devices and configurations for the following:

1. Intrusion Prevention System(s) (IPS)
2. Intrusion Detection System(s) (IDS)
3. DoS Protection/Prevention Systems
4. Smart Packet Detection
5. Syn Packet Detection
6. Other adaptive protection systems

The disconnects can be quickly and easily remedied by configuring these devices to "exclude" or "whitelist" traffic from the Activa Live Chat servers.

If your firewall or proxy filter supports whitelisting of hostnames, use a wildcard hostname entry for the following pattern:

• *activalive.com

Traffic from the Activa Live Chat servers can be identified by IP address. It is HIGHLY RECOMMENDED that you whitelist/exclude these IP address blocks from any of the systems mentioned above:

• 64.239.111.75 - 64.239.111.99
• 216.157.79.60 - 216.157.79.65

IMPORTANT: The traffic from the Activa Live Chat operator all occurs over port 80 and port 443.

Once the traffic has been excluded/whitelisted through these intrusion prevention mechanisms, the Operator Console should begin to operate normally.