Virtual Agent screen showing blank loading

[Shreyoshi1]

My Virtual Agent was working fine, however, all of a sudden it's showing a message java.lang.NullPointerException: Exception in setting last in-progress conversation and java.lang.NullPointerException: Exception in creating session,  in logs, and the virtual agent screen is blanking out. Any lead would be helpful, on how to resolve this please.

[Ankur Bawiskar]

Hi,

Can you try removing the custom solution from Greeting topic and check if it works fine

Regards
Ankur

[ahefaz1]

Thank you for this.

[Shreyoshi1 · Accepted solution]

Hi everyone, thanks for your suggestions. The below link has the solution:

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

Basically, it was stuck and the conversation state was Open. It needed to be manually Closed in the table.

[Muralidharan BS]

HI Shreyoshi,

To overcome that issue, you can implement timeout settings - timeout settings

Which will auto fault the conversation if no response received in the specified time. 

Thanks