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This happens because the application makes two connections to the server - one to login and one to download tickets. Because of the nature of mobile internet connectivity, your IP Address may change between these two requests and thus Kayako rejects the second connection.
Kayako has a setting you can change to fix this luckily. Simply open /config/config.php and find the following line of code :-
$_SWIFT["disablesessionipcheck"] = false;
and then change false to true.
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When connecting, I get the error "Invalid Server Response. You may need to add Content Type Code.".
Because of the way BlackBerry Internet Service makes requests to external servers before delivering data to your phone, it requires the content type to be set in the file it is requesting for certain types of requests.
To fix this, you have two options. The first is to upgrade to version 3.60.00 of Kayako as this includes the required code. The other option, if you wish to stick to the version of Kayako you are currently running, is to open /mobile/index.php and find the following code :-
define("SWIFT_AREA", 200);and add the following code below :-
if (preg_match('/(?:.*)+blackberry(?:.*)/i', $_SERVER['HTTP_USER_AGENT']))
{
header('Content-Type: application/octet-stream');
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When connecting, I get the error "Unable to Connect.".
This error is generic and could be for a number of reasons. The most common is that you have entered the URL of your Help Desk incorrectly. URLs should be in the format of http://www.yourdomain.com/helpdesk/ (notice the trailing slash).
Another possibility is outbound connections are disallowed for the application. Try going Options -> Advanced Options -> Applications -> Ticket Client for Kayako -> Edit Permissions and set Connections, Interactions and User Data to "Allow".
If your connections are routed through a BlackBerry Enterprise Server and the server is set up with a firewall to only allow connections to certain sites. In this case, you need to contact whoever administers your BlackBerries / BlackBerry Server for assistance. They need to unblock the URL you use to connect.
One final possibility is if you use BlackBerry Internet Service to connect and you have a phone based firewall on and is blocking access to the application. Please go to Options -> Security Options -> Firewall and select Reset Settings from the menu.
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A grey background appears around the actual application.
On some devices (mainly touch only devices such as the Storm), this happens because the application is set to run in compatibility mode.
Fortunately, this can be fixed very easily. Simply go BlackBerry Main Menu -> Options -> Advanced Options -> Applications and then select Ticket Client for Kayako, press the menu button and then select Disable Compatibility Mode. You may need to restart the application and possibility the phone for this to work.
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Certain functions refuse to work within the application.
Due to the way Kayako's API was developed, certain functions (adding new tickets and predefined replies are two such examples) were added to the API we connect to throughout version 3. As such, it is possible you have an older version. The only way to fix this is to upgrade to the latest version of Kayako.
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I am still having problems. How do I proceed?
The first thing to do is check you are running the latest version of our software. Details can be found within this forum and on the Cool App Lab site. Newer versions of our applications also have a Check for Updates feature which can do everything from within the application.
If you still have problems, please submit a ticket to us via our Client Area detailing your issue. If your issue relates to a connection problem or something that happens when you perform a particular action, please open settings and enable logging. After logging is enabled, reproduce the issue and then click Save Log on the menu. You can then attach the log for our staff to debug when you submit the ticket.
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