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]

[Shreyoshi1]

Thanks I got the same screen meaning there is no such role. I also repaired plugin for Conversation General Settings

[Mark Roethof]

Hi there,

Anything written in the logs? Is this also really suddenly, or after a patch?

Did you try things like cache.do, does it work with an other browser/incognito?

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

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

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[Shreyoshi1]

Hi,

Not sure which logs to check, can you guide?

It doesnt work with any other browser/incognito, I have tried all of that including cache clearing.

[Mark Roethof]

System Logs.
What exact messages are written when opening the Virtual Agent?

Did you also verify if there was a recent patch? 

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

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

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