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Now Assist for Virtual Agent stuck on "Thinking" and not responding

TharshneK185996
Tera Contributor

3 weeks ago

 

I’m facing an issue with Now Assist for Virtual Agent. When I enter any query in Virtual Agent, it remains stuck on “Thinking” / “Figuring out next steps” and does not provide any response.

I have tried different types of queries, but the behavior is the same every time.

Issue:

  • Now Assist for Virtual Agent is enabled.
  • Virtual Agent opens successfully.
  • When I enter a query, it stays on “Thinking” indefinitely.
  • No response or error message is displayed.
  • The issue occurs with every query I try.

Could someone please help me identify what configuration or logs I should check to troubleshoot this issue?

TharshneK185996_1-1789637163248.png

 

 

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glideFather
Tera Patron

3 weeks ago

ahoy @TharshneK185996,

 

was it one-time occurrence or can you replicate it? When you will end this chat, log out, log in and retry again, does it happen again? is it for all users?

 

The NAVA is conversational, so it takes KB articles and other data, it shall be checked what's there for VPN.

 

However there shall be some fallback for all scenarios, perhaps it's a good idea to create a support case from the Support Portal


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