After upgrading instance Virtual agent loads blank

[Harshil3]

I have upgraded my PDI to San Diego since then the Virtual agent is loading a blank screen it was working till I was on Rome. The topics are enabled the live chat setup is completed and ran repair on Virtual agent plugin agent chat plugin. 

[Saurav11]

Hello,

Please find the below hi support article resolution is also provided in it:-

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0827959

https://community.servicenow.com/community?id=community_question&sys_id=138517c11b687810fc3233bc1d4bcb36

Please mark answer correct/helpful based on Impact

[Victor Chen]

Hi, 

In the future, can we please type out or paste the actual solution in the thread instead of copying a link? This makes it easier for the questioner and future readers to quickly read up on the solution.

Thanks!

[Saurav11]

Hello

Indeed and that's how I do it but for this particular case as i myself could not replicate the same issue on my PDI i tried to provide couple of threads whre users have faced similar issue so that it may help the user to see if she is facing issue because of same reasons

Thanks.

[Brian Bakker]

Hello Harshil,

Please review KB0961653: Virtual agent is showing blank screen in the portal. You will need to be logged into the ServiceNow Support web site to view this KB article.

This issue is usually caused when the "Default chat experience" record for the module Custom greetings and Setup, under 'Setup Topics' related list Setup Topic Type = 'Closing' is missing.

Please review the Greeting and Closing topic types to ensure they are referencing a valid and active Virtual Agent topic.

Hope this helps.

Regards,

Brian