Virtual Agent don't start conversation

[shun6]

Hi all

Recently my virtual agent stop working.

I think that when I created the script within the topic and check the movement, it took too much time to response so I end the conversation and remove that script.

After that, When I open the virtual agent, it shows like below image and don't start conversation.

Are there anyone who have any idea about this problem?

Thanks

java.lang.NullPointerException: org.mozilla.javascript.JavaScriptException: java.lang.NullPointerException: org.mozilla.javascript.Context.makeJavaScriptException(Context.java:1952)
org.mozilla.javascript.Context.throwAsScriptRuntimeEx(Context.java:1938)
org.mozilla.javascript.MemberBox.invoke(MemberBox.java:143)
org.mozilla.javascript.FunctionObject.doInvoke(FunctionObject.java:670)
org.mozilla.javascript.FunctionObject.call(FunctionObject.java:614)
org.mozilla.javascript.ScriptRuntime.doCall(ScriptRuntime.java:2609)
org.mozilla.javascript.Interpreter.interpretLoop(Interpreter.java:1518)
org.mozilla.javascript.Interpreter.interpret(Interpreter.java:830)
org.mozilla.javascript.InterpretedFunction.lambda$call$0(InterpretedFunction.java:152)
com.glide.caller.gen.interaction_abd6ef781bd8511050e2da07ec4bcb5b.call(Unknown Source)
com.glide.script.ScriptCaller.call(ScriptCaller.java:18)
org.mozilla.javascript.InterpretedFunction.call(InterpretedFunction.java:151)
org.mozilla.javascript.ScriptRuntime.doCall2(ScriptRuntime.java:2678)
org.mozilla.javascript.ScriptRuntime.doCall(ScriptRuntime.java:2617)
org.mozilla.javascript.Interpreter.interpretLoop(Interpreter.java:1518)
org.mozilla.javascript.Interpreter.interpret(Interpreter.java:830)
org.mozilla.javascript.InterpretedFunction.lambda$call$0(InterpretedFunction.java:152)
com.glide.caller.gen.interaction_abd6ef781bd8511050e2da07ec4bcb5b.call(Unknown Source)
com.glide.script.ScriptCaller.call(ScriptCaller.java:18)
org.mozilla.javascript.InterpretedFunction.call(InterpretedFunction.java:151)
org.mozilla.javascript.ContextFactory.doTopCall(ContextFactory.java:563)
org.mozilla.javascript.ScriptRuntime.doTopCall(ScriptRuntime.java:3459)
org.mozilla.javascript.InterpretedFunction.exec(InterpretedFunction.java:164)
com.glide.script.ScriptEvaluator.execute(ScriptEvaluator.java:354)
com.glide.script.ScriptEvaluator.evaluateString(ScriptEvaluator.java:177)
com.glide.script.ScriptEvaluator.evaluateString(ScriptEvaluator.java:111)
com.glide.script.fencing.GlideScopedEvaluator.evaluateScript(GlideScopedEvaluator.java:322)
com.glide.script.fencing.GlideScopedEvaluator.evaluateScript(GlideScopedEvaluator.java:269)
com.snc.awa.domain.routing.QueueMatcher.matchesQueue(QueueMatcher.java:88)
com.snc.awa.domain.routing.QueueMatcher.getMatchingQueue(QueueMatcher.java:55)
com.glide.cs.qlue.module.brb.connect_support.queue.QueueLocator.getQueueFromRules(QueueLocator.java:142)
com.glide.cs.qlue.module.brb.connect_support.queue.QueueLocator.getQueueFromTopicOrDefault(QueueLocator.java:111)
com.glide.cs.qlue.module.brb.connect_support.queue.QueueLocator.getQueue(QueueLocator.java:60)
com.glide.cs.qlue.module.brb.connect_support.ConnectChatService.getSupportQueueChannel(ConnectChatService.java:65)
com.glide.cs.qlue.module.coma.SilentHandshake.lambda$setSupportQueue$2(SilentHandshake.java:559)
java.base/java.util.Optional.ifPresent(Optional.java:183)
com.glide.cs.qlue.module.coma.SilentHandshake.setSupportQueue(SilentHandshake.java:558)
com.glide.cs.qlue.module.coma.SilentHandshake.process(SilentHandshake.java:190)
com.glide.cs.qlue.module.coma.SessionServiceImpl.createSessionV2(SessionServiceImpl.java:44)
com.glide.cs.qlue.module.coma.SessionResourceV2.createSession(SessionResourceV2.java:54)
java.base/jdk.internal.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
java.base/jdk.internal.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62)
java.base/jdk.internal.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
java.base/java.lang.reflect.Method.invoke(Method.java:566)
com.glide.rest.handler.impl.ServiceHandlerImpl.invokeService(ServiceHandlerImpl.java:44)
com.glide.rest.processors.RESTAPIProcessor.process(RESTAPIProcessor.java:349)
com.glide.processors.AProcessor.runProcessor(AProcessor.java:612)
com.glide.processors.AProcessor.processTransaction(AProcessor.java:274)
com.glide.processors.ProcessorRegistry.process0(ProcessorRegistry.java:184)
com.glide.processors.ProcessorRegistry.process(ProcessorRegistry.java:172)
com.glide.ui.GlideServletTransaction.process(GlideServletTransaction.java:46)
com.glide.sys.Transaction.run(Transaction.java:2468)
com.glide.ui.HTTPTransaction.run(HTTPTransaction.java:27)
java.base/java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1128)
java.base/java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:628)
java.base/java.lang.Thread.run(Thread.java:834)

[Mark Roethof · Accepted solution]

Hi there,

Can you try to start the Virtual Agent web client without chat history? Is it working then?

Is it also only for your user? Or for all? And assume you reverted the changes mentioned?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[johndoh]

What was the resolution to this? I am seeing this issue in my environment even directly going to the web client without having the history turned on. It only seems to happen on some users.

I am currently testing https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0827698 to see if it helps.

Currently the only thing that seems to resolve the concern is to have the users perform normal browser maintenance.