This article explains how to resolve a license validation error that can occur in older standalone (self-hosted) LiveAgent installations, where the license refresh process fails with the following error message:
Response decoding failed: not array. Received text: {"e":"Invalid service method specified."}Cause
This error occurs because older standalone LiveAgent installations reference a legacy license validation endpoint (members.ladesk.com) that is no longer active. The license manager needs to be updated to point to the current endpoint (members.qualityunit.com).
How to Fix the License Refresh Error
Locate the following file in your LiveAgent installation directory:
include\Gpf\Install\LicenseManager.class.php
Open the file and find the line that defines MEMBERS_URL:
const MEMBERS_URL = 'https://members.ladesk.com/scripts/server.php';
Replace it with the updated endpoint:
const MEMBERS_URL = 'https://members.qualityunit.com/scripts/server.php';
- Save the file.
- Retry the license refresh. The validation process should now complete successfully.
If the File or Constant Cannot Be Found
Some older versions of standalone LiveAgent may define the MEMBERS_URL constant in a different file or location. If you cannot find it in LicenseManager.class.php, perform a full-text search across your entire installation directory for members.ladesk.com and replace all occurrences with members.qualityunit.com.
Important Note: End of Standalone LiveAgent Support
Standalone and on-premise LiveAgent licenses have been discontinued. Legacy standalone installations rely on outdated server-side technologies that no longer receive security updates. Older codebases may contain vulnerabilities that have since been resolved in newer releases, and with modern security analysis tools, these vulnerabilities are increasingly easier to identify and exploit.
For these reasons, we strongly recommend migrating to the LiveAgent hosted cloud platform, which provides:
- Ongoing security updates and patches
- Managed infrastructure and maintenance
- Improved reliability and uptime
- Access to the latest features and improvements
Migration Discount
To make the transition easier, LiveAgent offers a special migration discount for customers moving from standalone to the cloud platform:
- 40% discount during the first year after migration
- 30% lifetime discount for the account thereafter
If you are interested in migrating, please contact our support team and we will assist you with the migration process to ensure a smooth transition.