unable to open the sidebar discussion content

[SukanyaP]

Hi,

some users are unable to open the unread messages from the sidebar discussions.

It's continuously loading but unable to open. For reference, we have attached the screenshot.

Please help me out here, how to check further.

Thanks in Advance,

Sukanya.P

[gregmc83]

Yeah we have the same thing, just for random users set-up in the exact same way, same permissions, same browser etc

[aaron_f_messner]

I found the following from Google AI.

A spinning, non-functional Sidebar in ServiceNow often indicates a session, caching, or configuration issue, frequently caused by duplicate records in the sys_cs_collab_user table or recent ServiceNow store app upgrades. Common fixes include clearing user data, restarting the Slack user sync, or verifying that the user is working within the Polaris (Next Experience) UI. 

• Clear Cache: Type cache.do in the filter navigator and press enter to clear the cache, as this often resolves loading issues.
• Delete Broken Records: If the issue is specific to a user or record, delete their associated entries in the sys_cs_collab_user table to reset the session.

Other steps were included, but these are what worked in my case.