Troubleshooting "Training Request Timed Out" in Zurich Instance for Predictive Intelligence

[SaiAashishN]

Hi everyone,

I am working on a new Predictive Intelligence implementation in a Zurich sub-prod instance. I am trying to build a Classification solution for the Incident table, but every time I click "Train," the process fails with the following errors:

Training Request timed out

Training is cancelled

Configuration or network error

My Setup:

Instance Version: Zurich

Data Volume: 20,000+ records in the incident table.

Plugins Installed:

com.glide.platform_ml (Predictive Intelligence)

com.snc.incident.ml_solution (PI for Incident Management)

com.snc.ml_ui (Enhanced UI)

com.snc.contextual_search_ml

com.glide.platform_ml_atf

What I’ve Checked:

The sharedservice.worker user is active and has the platform_ml_read/write roles.

I see an "Info" alert stating the plugin is associated with a for-fee subscription, but I am in a sub-prod environment.

My Questions:

Am I missing any mandatory plugins or "handshake" steps required specifically for the Zurich release?

Is there a specific IP range or URL (e.g., sncmlscheduler.service-now.com) that our internal network team needs to allowlist to prevent the timeout?

Since I am getting a "Configuration error," are there any specific Zurich-version System Properties that need to be toggled to allow the training callback?

Any guidance on how to get past this "Network Error" would be greatly appreciated!

[Tanushree Maiti]

Hi @SaiAashishN 

You can reset the default training limits by going into application navigator > sys_properties.list and changing the "glide.platform_ml.api.csv_min_line" value down to the 1k records (the default is 10k).

OR Also check if you can do any filtering on your solution definition.

[SaiAashishN]

@Tanushree Maiti 
After changing the property to 1k records.
still, I am facing the same issue. when I click on update and train the solution
I am getting the below error
Configuration OR Network Error
And also, I am unable to test the OOB created solutions as well

for the OOB Solutions as well, I am getting the same error
Configuration OR Network Error

[Tanushree Maiti]

Hi @SaiAashishN 

This error generally comes in PDI as there full feature is not enabled.

" Zurich sub-prod instance" - is it your client sub-prod instance?

Please confirm