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.

[Shreyoshi1]

The errors are:

[Context] TopicId: b61882fb072b50100103fea89c1ed0fe [SilentHandshake] java.lang.NullPointerException: Exception in creating session : no thrown error

[Context] TopicId: b61882fb072b50100103fea89c1ed0fe [SilentHandshake] java.lang.NullPointerException: Exception in setting last in-progress conversation: no thrown error

[Ankur Bawiskar]

Hi,

Few things to check

1) When was the last time it worked fine?

2) Did you recently upgrade

3) Did you notice this after the upgrade

4) Is this happening for all users and across all the portals where VA is used

refer below links for help

When opening the Virtual Agent the window is blank

Virtual Agent client loading blank screen on the Service Portal

Virtual Agent shows a blank page

Regards
Ankur

[Shreyoshi1]

I upgraded to Paris few weeks back and it was working fine. It stopped working after I entered a random text on greeting.

[Ankur Bawiskar]

Hi,

So please check the Fallback topic.

this topic is invoked when some incorrect word is entered

If nothing changed then please raise a HI ticket with ServiceNow

Regards
Ankur

[Shreyoshi1]

Hi, Nothing has been changed in the fallback topic by me. I made some changes in the Greeting topic only. After entering a wrong phrase in the Greeting message in VA, it stopped loading.