Now Assist Chats that are timing out

[Gurupadappa]

Can anyone help me investigate/provide guidance on the Now Assist Chats that are timing out? 

Here's what's happening: When opening a chat and inquiring, after about 5-6 inquiries on different records it tends to get stuck on "Analyzing" and the only way to resolve is to open a new chat.

[nityabans27]

Hi @Gurupadappa ,

When Now Assist chats stall on “Analyzing” after 5–6 inquiries, it usually points to one of three causes:

1. Session/token limits – conversation context gets too large and the LLM stops responding.

2. Timeouts – analyzer requests exceed the default processing time.

3. Connector issues – the Now Assist connector doesn’t return a response.

How to investigate:

• Check sys_cs_analyzer_request / sys_cs_analyzer_response for failed or stuck requests.

• Review System Logs for nowassist.connector or VA analyzer errors.

• Test with persistence off (sn_va_web_client.persistConversation=false) to rule out context overload.

• Verify timeout property glide.cs.analyzer.request.timeout and adjust if needed.

• Use Now Assist Diagnostics / Admin status page to confirm connector health.

Next steps:

• Reduce context size (fewer fields/records).

• Tune timeout settings.

• If reproducible after a fixed number of queries, raise with ServiceNow Support as it may be a known issue with context growth in Now Assist.