Issue with Now Assist – UI stuck and not responding

FrancescoC84
Tera Contributor

Wednesday

Hi Community,

we are currently facing an issue with Now Assist, where the UI loads but remains stuck in a loading state and does not return any response (see screenshot attached).

Observed behavior:

  • The Now Assist panel opens correctly
  • The loading placeholders remain visible
  • No response or error message is returned
  • The issue persists after plugin reparir

Thanks in advance!

Preview file
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5 REPLIES 5

Dr Atul G- LNG
Tera Patron

Wednesday

Try to repair /update the plugin. cache clear and test,

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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FrancescoC84
Tera Contributor
In response to Dr Atul G- LNG

Wednesday

What we have already verified:

The sys_cs_context_profile record related to the Now Assist panel is provided by the plugin com.glide.cs.genai

We repaired the plugin, which made the record active and resolved the issue

The sys_cs_context_profile record can be accessed at:
https://<instance-name>.service-now.com/sys_cs_context_profile.do?sys_id=e93cab98c7c03110b65579a988c260c4

Dr Atul G- LNG
Tera Patron
In response to FrancescoC84

Wednesday

cool please close the thread if all good.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

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GlideFather
Tera Patron

Wednesday

Hi @FrancescoC84,

 

try to deactivate and activate the NAP again:

GlideFather_0-1768409847552.png

 

https://yourinstance.service-now.com/now/now-assist-admin/now-assist-panel

 

Eventually create a case from support portal to get assistance from ServiceNow..

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No AI was used in the writing of this post. Pure #GlideFather only
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