BMC Virtual Chat - Virtual Agent Servlet Connection Error

Knowledge Article

Article Number

000313070

Old Article Number

000144077

Article Type

Solutions to a Product Problem

Title

BMC Virtual Chat - Virtual Agent Servlet Connection Error

Summary

Warning: Servlet Connection error in the chat window

Product

BMC Virtual Chat (Agent)

Component

BMC Virtual Agent

Applies to

BMC Virtual Chat 9.x

Problem

Whenever a customer writes in the Support Agent Console, you get the following

Warning:Servlet Connection Error: The Servler will automatically reconnect - If this error persist contact your administrator.

Cause

Incorrect Configuration - Server Base URL is not correctly setup

Solution

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

Please check in the Virtual Chat Administration Console in your Notification Settings that the server base URL is compliant with the following syntax and confirm that there are no extra characters or spaces

If using one single Mid-tier server

http(s)://<server>:<port>/eschat/rest/cns

If using several mid-tiers

[http(s)://<loadbalancer>:<port>;http(s)://<midtier1>:<port>;http(s)://<midtier2>:<port>......http(s)://<midtierX>:<port>]/eschat/rest/cns

If the wrong syntax is used but the server names are correct, Virtual Chat will work but will throw these types of error persistently.

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