Version 9.2.0 - windows server 2016 - error with ntdll.dll

Dear Team

Upgrading LiveChat from 8.5.3 to 9.2.0 on windows server 2016 (citrix environment), we can not use LiveChat 9.2.0

Installation seems to be successfull but when i launch LiveChat :

Error in event viewer : Chemin d’accès du module défaillant: C:\Windows\SYSTEM32\ntdll.dll

How can I fixe this issue ?

Thanks

Complete message :
Nom de l’application défaillante LiveChat.exe, version : 9.2.0.0, horodatage : 0x5e94b7be
Nom du module défaillant : ntdll.dll, version : 10.0.14393.3630, horodatage : 0x5e8d4386
Code d’exception : 0xc0000005
Décalage d’erreur : 0x0000000000065573
ID du processus défaillant : 0x1b28
Heure de début de l’application défaillante : 0x01d6abb637ced03f
Chemin d’accès de l’application défaillante : C:\Program Files\LiveChat\LiveChat.exe
Chemin d’accès du module défaillant: C:\Windows\SYSTEM32\ntdll.dll

Hi!

We do not officially support environments like Citrix but you should still be able to install the .msi type of app to run some additional commands in the background (like silent installation, which is usually a typical case in such environments).

And concerning the error message that you mentioned,
It looks like you are missing the ntdll.dll library in their system.
I’m not 100% sure but I think that you will need to make sure that this library is added to the System32 folder in your Windows root directory.
This is something that should be handled by your system administrator.

Hope it helps!

Hello

It’s precisely the system that asks me to ask you for assistance :slight_smile:

Installed LiveChat is downloaded from https://www.livechat.com/download/Windows/LiveChat.exe

Are there other versions of LiveChat?

Thank you

Sorry for the late reply.

https://www.livechat.com/download/Windows/LiveChat-ia32.msi - Newest 9 32bit
https://www.livechat.com/download/Windows/LiveChat.msi - Newest 9 64bit

these msi files aren’t the newest version – it’s something approximately 9.x
Try these and let me know if these work!

Hello

We can launch LiveChat-ia32.msi - Newest 9 32bit on our server.

Done :

  • Install LiveChat-ia32.msi for all users of this machine
  • I can not define default installation folder even having local Administrator privileges
  • Copy folder C:\Users[admin account]\AppData\Local\Programs\livechat-smartclient\
    to C:\Program Files (x86)

Seems to be ok :

  • Running LiveChat with standard account
  • C:\Users[user account]\AppData\Roaming\LiveChat is created

I unfortunately have too little activity due to context to confirm you it’s ok for our agents at this time.

Thanks!

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