Virtual Agent communication page embedded URL (sn_va_web_client_app_embed.do) does not load if there is no browser cookie

yundlu316
Kilo Guru

‎08-18-2020 02:40 PM

Our team is using Orlando and ran into an issue where the Virtual Agent communication page embedded URL (sn_va_web_client_app_embed.do) does not load if there is no browser cookie.  In an incognito window, we navigate to https://instanceName.service-now.com/sn_va_web_client_app_embed.do and we're presented with a blank screen:

find_real_file.png

We came across this HI Ticket that offered a workaround: https://hi.service-now.com/kb_view.do?sysparm_article=KB0824354, however it does not work.  Towards the bottom of the page, there's a note:

Note: The UI macro is updated to use snComponentLoader.js?version=1.5.91 which is in sync with NewYork latest. Please validate the version and change it based on the version available in prod instance.

We're developing in Orlando so we're guessing the version number doesn't match.  How can we tell what version to change the snComponentLoader to?  

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3 REPLIES 3

rakunkel
Giga Contributor

‎08-27-2020 11:02 AM

I'm having the same issue and question. 🙂

0 Helpfuls

yundlu316
Kilo Guru
In response to rakunkel

‎08-31-2020 02:42 PM

We've submitted a HI Ticket to support, but they have yet to respond with a workaround for Orlando.

0 Helpfuls

Ed5
Tera Contributor

‎01-02-2021 01:45 PM

Any luck on this?  Having the same issue and have opened a ticket with HI

0 Helpfuls