Virtual Agent Not Working and Showing Error Message "There was a problem on my side..."

[Joanna15]

I turned on Now Assist Virtual Agent in our sandbox instance. The necessary plugins are installed, and I followed the ServiceNow documentation to set up the Virtual Agent on the employee portal: Configuring Now Assist in Virtual Agent.

I used the OOB Now Assist in Virtual Agent (default), the OOB skills, and placed it on the Employee Center portal by applying the AI search (already turned on for our Employee Center) as the search sources. Nothing custom is added yet but just turned on what is available OOB. However the VA did not pass the test in the test step during the guided setup and gave error:

"Sorry, there was a problem on my side trying to complete this request.

Try asking again later. Sorry, there was a problem on my side trying to complete this request. Try asking again later."

We are testing on Xanadu Patch 9, so KB Virtual Agent Not Completing Conversation and Showing Error Message - Support and Troubleshooting does not really apply. The sys_gen_ai_log_metadata table shows error: "Failed to get host from /", error code is 200000. 

What did I do wrong? Any insight is much appreciated!

[Pradeep Thipani · Accepted solution]

Hi @Joanna15 ,

Since you have not made any customizations, if the issue persists, please verify whether all the necessary plugins are installed. I recommend that you submit a HI case with ServiceNow, as this is an out-of-the-box issue and they can provide full details.

Thanks,

Pradeep

[Joanna15]

Thank you Pradeep. I have opened a HI case and it seem the Now Assist plugin is broken after the clone and cannot be repaired via the plugin screen. awaiting HI response.