Known issues with QuestionPoint
Chat
Cobrowse issue with Sun Java 1.6.0_11
(Date identified: January 2009)
Sun Java 1.6.0_11 (released approx. Dec 2nd 2008) is incompatible with cobrowse. No error pages are thrown, but blank screens show on cobrowse window and no pages can be sent.
Sending HTTPS links to a patron
(Date identified: August 2008)
HTTPS web pages are treated differently than HTTP web pages by QuestionPoint. HTTP links when 'pushed' to the patron in chat will open in the viewport and will appear as hyperlinks to the page in the chat transcript.
HTTPS web pages will not open in the viewport and will not appear as hyperlinks in the chat transcript. T
This is due to how HTTPS links confirm to the patron that they are shifting from a unsecured to secured site and the impact this alert has on the QuestionPoint chat session.
Quicktime Plug-in Alert on Patron interface
(Date identified: March 2008)
Patrons now have the ability to set their chat interface to alert them
with an audible chime each time a new message is received during a chat session. This feature is located by clicking "Preferences", and choosing "New Message chime: YES" . QuestionPoint software will then send to their browser a small sound file each time the librarian sends the patron a new message.
This small sound file uses a browser plug-in. which varies depending upon browser type and the patron's own configurations. The system default for the
Firefox browser is Quicktime. If they don't have Quicktime installed, they will be prompted to install it. Even if they already have Quicktime installed, they may be prompted to update the software when turning on the patron alert.
Patrons who use IE may also get the Quicktime message, depending upon how their
browsers are set.
For more information on how Firefox and Quicktime work together, please see
http://support.mozilla.com/kb/QuickTime
Unusually long delay in selecting a Patron from "New Patron" list
(Date identified: August 2007)
If the “Loading message” sits onscreen for longer than 20 seconds, and then
eventually switches to “Another librarian etc...” please close the monitor with browser X and then launch chat again, reselect queues and the session should appear in your “Active” list.
Occasionally session information gets transmitted out of order while loading, which delays the action. Closing browser and reopening causes the session to reload, often clearing the problem.
If the session doesn't automatically appear in the Active list, it has actually been retrieved by a different librarian.
New patron pop up alerts only work in certain circumstances
(Date identified: July 2007)
Flash based pop up alert only works if Flash is the top window. Rely on this as your sole method of alert only if you are not using your computer for any other tasks while monitoring Flash Chat for incoming patrons.
I.E. Browser based pop up only operates if other I.E. windows are on top of the Flash Chat window. The IE alert will not pop up over Outlook, Word, etc.
Firefox will alert by flashing the tab of the Chat Monitor at the bottom of the Monitor even if other programs are on top of the Flash Monitor. (Firefox cannot however be used as the browser if you want to use cobrowsing.)
Characters appear cutoff in interface
(Date identified: July 2007)
Characters with below baseline descenders (g,p,q, etc.) may appear as though they are cut off in the chat interface. This is a function of the text size chosen and the variable size of the Flash Chat interface when first opened. The problem will often resolve itself on the first automatic refresh of the screen. If not, manually resizing the Flash Chat monitor frame may correct the problem
Addresses will not appear in Patron data under certain conditions
(Date identified: July 2007)
If the patron has configured their browser to mask or hide their IP address, or if they are using certain firewall products that allow such masking, their IP addresses will not appear in the Patron data. There is no QP work around for such patron configuration. A typical example of this includes an AOL 9 browser user.
Patrons are able to return to chat interface and add more chat messages within 2 minutes of ending sessions using Exit button.
(Date identified: July 2007)
If a patron navigates off the chat interface page, but then clicks "back"
within a 2 minute interval, they will be able to send a message to the
librarian in chat, despite the fact that a system message has already been
recorded that they have left the session.
Reports
Unable to report on librarians with inactive QuestionPoint accounts.
(Date identified: August 2007)
If a librarian's account in QuestionPoint is deleted, but there are still Q&As
assigned to that librarian in the current 90-day database, administrators are
unable to pull up a report for that librarian (Ask/Reports/Sessions by Authorization).
We plan to look at a solution for this problem in a new project aimed at simplifying QuestionPoint reporting.
Reports in the Administration Module Do Not Reflect "Local Time"
(Date identified: July 2007)
All the statistics available in the Administration module are given
in system time. System time is based on United States Eastern Time.
A project is now underway to modify and enhance QuestionPoint reporting options. This problem will be examined as part of that effort.
Administration
There are no known issues in this category.
Cobrowse
Database products with Cobrowse issues
(Date identified: May 2009)
We are unable to guarantee the performance of cobrowsing with the following database products:
- Oxford University Press
Websites using the listed web page techniques cannot be successfully cobrowsed
(Date identified: January 2008)
Websites that use one or more of the listed web page techniques below cannot be
successfully cobrowsed.
- AJAX (Asynchronous JavaScript and XML)
- Java Applets
- DHTML (Dynamic HTML)
Email
Patron Email Replies with Attachments
(Date identified: June 2008)
Because of issues of size and security, QuestionPoint is unable to store attachments sent by patrons or by librarians as answers. We continue to explore ideas for facilitating the delivery of attachments from patrons, such as images of art works, thereby making it possible to record such information in the question history. In the meantime, we suggest that you ask patrons to email images and documents to you directly and record the information in the QuestionPoint history manually.
Knowledge Base
There are no known issues in this category.
