An introduction to support on Envato Market

  • Envato staff look over every item before it can be sold on Envato Market.
  • Technical items contain help files to introduce you to the item and its components.
  • Authors can choose to support their items but this is optional and may vary.

Author support for this item

The author of this item, ClientEngage, will respond to buyers’ questions and provide limited support through the following contact form.
This author is away and may not respond to support questions until they return in 14 days.

Additional information from ClientEngage:

Support for all ClientEngage items is free for any unreported bugs that may exist.

However, please note that, usually, the first point of support is the manual of the respective item you bought and the item’s FAQ section – there, you will find resolutions to the most common questions. 95% of problems (19 out of 20), are solved this way – saving you time overall. Most problems are caused be rewriting issues: please follow the “non-rewriting” guide in the manual.

If your problem persists, please contact me through my author profile with full server details:
  • The name of the item you’re enquiring about
  • A detailed explanation of the issue
  • The URL to where the item is installed on your server (+ an Admin-Account for the item)
  • FTP access to the installation directory
  • URL to the webroot directory
  • MySQL details for the respective database
  • Link to phpMyAdmin (if your server does not allow remote connections)

I will usually endeavour to answer support request within 72h of receipt. But again, the majority of issues are fixed in a matter of minutes when consulting the FAQ and documentation.

However, I do have a holiday every now and then: in case I am unavailable for a longer period of time, this will be announced on the item page as well as with an auto-responder.

Finally, I do hope you are thoroughly enjoying my items!

Please sign in to contact this author.

Frequently Asked Questions

Where can I find my username and purchase code?

For the purpose of verification, please use your Envato-account username. You can follow these instructions to obtain your purchase code.

I am getting a 500 server error. How can I solve this?

In 95% of cases, installation problems are due to issues with mod_rewrite on buyers’ systems.

The easiest solution is to deactivate the rewriting feature.

You can simply do this by following the instructions in the following file: “app/Config/rewrite-core.php”.

Are you using Rackspace and getting a 500 error?

If you are using Rackspace and have installed the app to the root of a (sub)domain, you need to add “RewriteBase /” to all three of the .htaccess files: ”.htaccess”. “app/.htaccess” and “app/webroot/.htaccess”. After refreshing, the 500 error should disappear.

I need customisations, can you help?

I’m afraid not. I do not currently offer my services on a freelance basis.

I want to create a button which opens the chat when clicked. Is that possible?

Of course it is. And here you go:

<a href="#" class="btnOpenChat">Open Chat</a>

<script type="text/javascript">
jQuery(function(){
       jQuery(".btnOpenChat").click(function(e){
            e.preventDefault();
            if(!jQuery(".vc_chat_container").hasClass(".vc_box_open"))
            {
               jQuery(".vc_chat_head").trigger("click");
            }
       });
    });
</script>

Can I translate the system into my own language?

Translating the system into other languages (currently the system features British English, American English and German) is easily possible by following these steps:

1. Duplicate the directory “app/Locale/en_gb” and rename it to “app/Locale/dan” (e.g. “dan” for a Danish translation)

2. Open the files within “app/Locale/dan/LC_MESSAGES” with Poedit ( www.poedit.net ) and translate all strings to your own language

3. Open the file “app/Lib/GlobalClasses.php” and look for “AppLanguages” around line 189. Duplicate one of the items in the array and change the key to your language code, and the value to the display-name of your language

4. Simply go to your configuration-section, select the new language and you are ready to go after saving your changes

I am getting the error message “No input file specified”. What can I do?

Usually, all you need to do is the following:

Open the root .htaccess file and add “RewriteBase /” like this:
<IfModule mod_rewrite.c>
   RewriteEngine on
   RewriteBase /
   RewriteRule    ^$ app/webroot/    [L]
   RewriteRule    (.*) app/webroot/$1 [L]
</IfModule>

Using GoDaddy?

After you pointed your subdomain to “app/webroot/”, change the contents of “app/webroot/.htaccess” to this:
<IfModule mod_rewrite.c> 
    RewriteEngine On 
    RewriteCond %{REQUEST_FILENAME} !-d 
    RewriteCond %{REQUEST_FILENAME} !-f 
    RewriteRule ^(.*)$ /index.php?url=$1 [QSA,L] 
</IfModule> 

When I click the chat’s header, it does not open. How can I solve this?

The reason your chat does not slide open is that you are using an outdated version of jQuery.

You need to update jQuery to at least 1.9.x. Should any of your plugins not yet be compatible with this newer version, please also include the jQuery Migrate Plugin.

Can I change the sound notifications?

Absolutely! :-)

Windows: you can change it by placing your own .wav-file in “C:\Users\{UserName}\Program Files (x86)\ClientEngage\VisitorChat\”... Minus the “(x86)” if you’re on a 32bit machine

Web: “app/webroot/files/notification/”. Use the same file-name and replace the wav, ogg and mp3 files. You can use http://media.io/ to convert your sound notification.

I have moved the software to a different domain/directory | I have changed hosting providers and now the system is blank. What can I do?

There are three steps you need to perform in order to get your system running again:

1. Open “app/Config/database.php” and change your database details (if they changed)

2. Open the following directories and delete all files in them: “app/tmp/cache/persistent” and “app/tmp/cache/models” – do not delete the directories themselves, only the files

3. Make sure you re-apply write access to the respective directories as outlined in the manual

How can I create my own default avatar?

For the public-facing chat, you can accomplish this by doing the following:

- File: app/View/Contents/chat_javascript.ctp

- Go to line 785 and look for “d=identicon”

- Change it to “d=mm” for a human’s silhouette

- Or change it to “d=http%3A%2F%2Fexample.com%2Fimages%2Favatar.jpg” for a custom image (URL-encoded)

If you want to do this in the admin, you need to apply the same changes to:

- app/View/Contents/admin_chat_javascript.ctp (search for “identicon” to find the line)

- app/View/Helpers/LayoutHelper.php (search for “identicon” to find the line)

If you are not sure how to URL-encode the URL to your image, you can paste it into this tool, hit “Encode” and then use the resulting URL-encoded string.

When to contact Envato Support

Authors are experts on their own items, but if you're having trouble using Envato Market you should come straight to Envato Support.

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