Virtual agent is not loading the topics

[Yanal]

Hello all

We have the va activated and when we open it opens its just blank and loading

any advise?

[Community Alums]

This happened to me when I moved my updates sets to test.  I have no issues in dev. I have not been able to find the differences from test to dev.  I also tried the links you provided and the incognito window and same issue loads a blank screen.

[Community Alums]

See https://community.servicenow.com/community?id=community_question&sys_id=3dff8677db2a9410f21f5583ca961919

A conversation is hung.  I ended up deleting the records related to the hung conversation in the table since we are just testing and it worked fine. 

[Yasmin · Accepted solution]

We opened a HI ticket for this. The "default chat experience" under Custom Greetings and Setup was set to false, and since this is read only, we could not change it to "true" so that setup topics would run when opening the VA UI. They recommended to import the default chat experience XML and upload it again in order for the active value to show "true". 
 

Once the value appeared as "true", the topics were loading in VA UI.

[Yanal]

Thank you!!

[D van Heusden]

Hi, if you are working in a non-production instance I recommend to update to Quebec Patch 4 as that will resolve the issue.

If you cannot upgrade easily please see this KB article and contact support if required.

@Yasmin thanks for all your contributions to the threads on this issue.