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.

[Alberto Consonn]

Hi @Shreyoshi 

check the Resolution here:

https://hi.service-now.com/kb_view.do?sysparm_article=KB0794034

If I have answered your question, please mark my response as correct and helpful so that this thread can be closed and others can be benefited by this.

Thank you very much

Cheers
Alberto

[Shreyoshi1]

I dont understand where to check for role :

1. Make sure the users involved in the chat are not assigned with snc_read_only role 

I have tried checking in sys_user_has_role but it doesnt have the above role

[Alberto Consonn]

Please ensure about all the suggested instructions:

1. For the issue with the "Conversation General Settings" plugin, repair the plugin
2. Make sure the users involved in the chat are not assigned with snc_read_only role 
3. If the system topics were deleted, import them from another working instance 
4. Make sure the vendor field is not empty on the system topic

[Shreyoshi1]

Apart from #2, the others arent relevant I feel. and for snc_read_only role I cant find it in any table. Can you guide which table I can find it in?