[Virtual_reference] FW: problem for patron typing in qwidget

McCarthy, Sandy mccarthy at wccnet.edu
Thu Apr 7 19:52:12 EDT 2011


FYI 

Not sure if anyone is experiencing this issue.

Sandy McCarthy
Faculty Librarian
Washtenaw Community College

734-677-5293
________________________________________
From: For discussion of the QuestionPoint service [QUESTIONPOINT-L at OCLC.ORG] On Behalf Of Leslie,David [leslied at OCLC.ORG]
Sent: Thursday, April 07, 2011 5:51 PM
To: QUESTIONPOINT-L at OCLC.ORG
Subject: Re: [QUESTIONPOINT-L] problem for patron typing in qwidget

Dear QuestionPoint Chat Users:

Omitted from my earlier note was the role of network hops have on this
issue. Before I go into the role of the network hops in this problem,
allow me to recap the issue:

Some users with Firefox 3.6 and higher (including Firefox 4.0) may
experience an issue when typing in the qwidget's message box during a
chat session.

The severity of the issue for Firefox users will vary based on a
combination of these factors:

- The amount of bandwidth the patron is using at the time.
This includes number of opened browser windows and tabs (not just
Firefox's) and use of streaming media.

- The number of network hops between the user's computer and the
QuestionPoint server.
"Network hops" means the number of internet routers that handle the
patron's message between their computer and the QuestionPoint server.
The network hops will change from session to session based on things
like the patron's internet provider and the patron's physical location.

The greater the number of network hops between the user and the
QuestionPoint servers, the greater the risk of the problem occurring
during the session.

- How fast the network hops are processing the patron's requests.
Speed is measured by how much time it takes each hop to handle the
patron's message.

The longer the amount of time it takes each hop to process the patron's
message, the greater the risk of the problem occurring. Speed can be
affected based on the amount of traffic being handled by the hop at a
given time.

Please continue to send any reports of this problem along with the
transcript ID to Support at oclc.org, so that we may compile as much
anecdotal material on this issue as possible as we work towards a fix.


With Kind Regards,

David Leslie, PMP

OCLC, Inc.
6565 Kilgour Place
Dublin, Ohio. 43017-3395 United States
1-614-761-5315
1-800-848-5878 Ex 5315
Skype: davidwleslie

"The future is already here - It's just not very evenly distributed."
- William Gibson



-----Original Message-----
From: Leslie,David
Sent: Thursday, April 07, 2011 1:54 PM
To: QUESTIONPOINT-L
Subject: RE: problem for patron typing in qwidget

Dear QuestionPoint Chat Users:

We would like to provide a detailed follow-up to Susan's post regarding
patrons using Qwidget through a Firefox browser.

As mentioned earlier, we have learned though reports by users, and by
our own testing, that problems of slow or interrupted text input might
be experienced by patrons using Firefox version 3.6 and higher
(including the newly released Firefox 4). This is due to an issue
between the Qwidget and changes made by Mozilla to improve Firefox's
processing speed. While the problem is not pervasive, it is significant,
and we are working on possible fixes to improve the Q widget experience
for patrons using these versions of Firefox.

Meanwhile, if you notice that Firefox patrons are experiencing
difficulties, we recommend that you ask the patron to close any
streaming media services as well as any extra Firefox tabs that they may
have open. If this does not resolve the problem, then please ask them if
they would be willing to end the session and come back with a different
browser such as Internet Explorer, Chrome or Safari.

Please continue to send any reports of this problem along with the
transcript ID to Support at oclc.org, so that we may compile as much
anecdotal material on this issue as possible as we work towards a fix.

With Kind Regards,

David Leslie, PMP

OCLC, Inc.
6565 Kilgour Place
Dublin, Ohio. 43017-3395 United States
1-614-761-5315
1-800-848-5878 Ex 5315
Skype: davidwleslie

"The future is already here - It's just not very evenly distributed."
- William Gibson

-----Original Message-----
From: For discussion of the QuestionPoint service
[mailto:QUESTIONPOINT-L at OCLC.ORG] On Behalf Of McGlamery,Susan
Sent: Thursday, April 07, 2011 3:48 AM
To: QUESTIONPOINT-L
Subject: Re: problem for patron typing in qwidget

Hello all,

This problem was reported several months ago.  The symptoms of this
problem are:

- The patron is unable to type in the Qwidget's message box even after
clicking the cursor in that box repeatedly.
- The patron's chat messages will 'drop' characters as they type
- The patron's chat messages will 'cache' (the patron will be typing but
won't see what they typed until it appears in a burst)

We discovered that the problem is due to a bandwidth issue on the
patron's computer. If the patron is on a slower connection and is doing
other things like downloading a large file and/or streaming HD video
over Netflix or YouTube while using the Qwidget, they will have problems
with the Qwidget.

This is how we tested:

1. Install a bandwidth limited extension such as Firefox Throttle
2. Set Firefox Throttle to simulate a 56k connection
3. Start a qwidget session in Firefox
Have the librarian use IE
4. Start to download a large file or stream a YouTube video in another
tab in Firefox
When you start to type in the message box you will see most if not all
of the symptoms above.

So, we don't have a solution to this at the moment.

thanks!
Susan


Susan McGlamery
QuestionPoint senior product manager
OCLC
mcglames at oclc.org




-----Original Message-----
From: For discussion of the QuestionPoint service
[mailto:QUESTIONPOINT-L at OCLC.ORG] On Behalf Of Rita Albrecht
Sent: 07 April 2011 7:47
To: QUESTIONPOINT-L
Subject: Re: [QUESTIONPOINT-L] problem for patron typing in qwidget

Hello, QP community,

I don't remenber any exchanges about this problem but I can report from
a "newby" in QP chat that those typing problems also occur within our
service - escpecially if the patron is using the Qwidget in Mozilla
Firefox. We did some tests in changing the technical environment
(Windows release, Microsoft Explorer) and found out that things worked
much better (but not perfect) with Explorer. However, in Germany Firefox

is widely spread; so we support an urgent need for fixing this bug.
Hopefully someone of OCLC's staff is reading the messages regarding this

issue and can react :-) ...

Thanks
Rita

Am 07.04.2011 00:17, schrieb Lynn Jones:
> Dear Questionpoint list,
>
> I remember exchanges about this problem, but I don't remember if there

> is a fix.  Does anyone know/remember?
> Lynn
>
> -------- Original Message --------
> Subject:     Patron feedback on QP
> Date:     Tue, 05 Apr 2011 12:56:02 -0700
> From:     Dan Hensley <dhensley at library.berkeley.edu>
> To:     Lynn Jones <ljones at library.berkeley.edu>
>
>
>
> Hi Lynn,
>
> I had a patron let me know that the QP quidget was buggy for him -- it
> wasn't entering every 4th or 5th character as he typed. Is there a
good
> way to report this?
>
> Thanks,
>
> Dan
>


--
**************************************
Rita Albrecht
HeBIS-Verbundzentrale
Universitaetsbibliothek Johann Christian Senckenberg
Bockenheimer Landstr. 134 - 138
60325 Frankfurt (Germany)
**************************************
Telefon +49/(0)69/798-39227
Telefax +49/(0)69/798-39062
Email r.albrecht at ub.uni-frankfurt.de
http://www.hebis.de
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To reply to the entire list, enter 'questionpoint-l at oclc.org' (without
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Please do not use this list to ask support questions or report
service-related issues.

QUESTIONPOINT-L is a peer-to-peer community discussion group that you
may use to exchange ideas, information, knowledge, and expertise about
QuestionPoint.

Additionally, QuestionPoint System alerts are posted to this listserv at
the same time they are posted on the system alerts page located at
http://www.oclc.org/support/systemalerts/default.asp.

For support, use the SUPPORT link located on most QP screens, or email
support at oclc.org; or you may call support between 7AM - 9PM EST at
1-800-848-5800 (USA) or +1-614-793-8682. If you are reporting a
performance issue please include the date, time and your time zone.
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This listserv is set up to reply directly to the sender of this message.
To reply to the entire list, enter 'questionpoint-l at oclc.org' (without the
quotes) in the TO: field of your e-mail program.
--------------------------------------------------------------------------
Please do not use this list to ask support questions or report service-related issues.

QUESTIONPOINT-L is a peer-to-peer community discussion group that you may use to exchange ideas, information, knowledge, and expertise about QuestionPoint.

Additionally, QuestionPoint System alerts are posted to this listserv at the same time they are posted on the system alerts page located at http://www.oclc.org/support/systemalerts/default.asp.

For support, use the SUPPORT link located on most QP screens, or email support at oclc.org; or you may call support between 7AM ? 9PM EST at 1-800-848-5800 (USA) or +1-614-793-8682. If you are reporting a performance issue please include the date, time and your time zone.
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