Queue number or chat messages are randomly or intermittently not updating in Connect but show after a refresh - Support and Troubleshooting

Queue number or chat messages are randomly or intermittently not updating in Connect but show after a refresh Issue  Connect Support Agents are intermittently not having their queue count update.

Connect Support Agents or End Users are intermittently not seeing messages sent by the other chat user.

After a page refresh, the missing data is showing as expected.

Cause This normally happens when the user is not able to get real-time data because they have been disconnected from the AMB (Asynchronous Message Bus) For more information on the AMB please review this article KB0622691 . Here are some things which can cause that to happen and ways to prevent them from happening.

1) The user has too many browser tabs or windows with Service Now open.

The AMB only supports a limited number of clients and needs one for each tab open. You should limit the tabs to 5 and if you have more open then after closing them out you should refresh the tab which has chat in it to re-subscribe to AMB.

2) Long-running transactions are causing AMB updates to be missed because of session sync.

After waiting for more than 10 seconds an AMB request will timeout so if there is a long-running transaction holding up the AMB request it may never complete causing the queue update or message to be missed. Sometimes a slow homepage which can be refreshing regularly is causing issues or sometimes the user is navigating to a slow loading list or form. This can also be caused by a performance issue with the connect application itself.

For more information on troubleshooting connect transaction slowness review this KB: KB0677335

3) The instance is facing a minor performance issue which caused Connect or AMB transactions to timeout.

When doing things like importing update sets or large data imports/exports you can cause minor instance performance issues due to low memory or semaphore exhaustion. These are sometimes not noticed in the normal UI but can cause issues with AMB and then users will not see real-time data updating in Connect.

4) The user's session timed out due to inactivity.

In some cases, this cause would be obvious because the user would need to log back in. However with SSO configured or the Remember Me setting checked on login the user does not need to log back in after their session expires so they don't notice that they were logged out.

Resolution 1) The user has too many browser tabs or windows with Service Now open.

To prevent this from happening, tell the Agents to limit their number of tabs to 5 or less and if they are facing issues to close extra tabs and then refresh the chat tab.

2) Long-running transactions are causing AMB updates to be missed because of session sync.

You can evaluate the user's transactions around the time of the issue in the syslog_transaction table to identify slowness. Here is an article which talks about this in respect to Connect transactions, but the same can apply for homepages, lists, or most anything else which can cause slowness.

3) The instance is facing a minor performance issue which caused Connect or AMB transactions to timeout.

Don't import Update Sets or do large imports during production hours. Be careful running scripts which do multiple queries in loops and could cause long SQL queries. Test using a setLimit() on the query to make sure it does not return too many results.

4) The user's session timed out due to inactivity.

If the users are normally inactive for more than 30 minutes and just monitoring the chat queue, you may want to extend the session timeout to keep their session alive longer without any activity. Here is our Docs on how to do that.

https://docs.servicenow.com/csh?topicname=c_ManageUserSessions.html&version=latest#t_ModifySessionTimeout

Related Links Docs on setLimit() for GlideRecord queries.

https://docs.servicenow.com/csh?topicname=c_GlideRecordAPI.html&version=latest#ariaid-title70

If you cannot resolve the issue using this article and need to create an Incident with Customer Support in HI, please provide the following information which will be an example case for us to investigate.

The user who was having the issue The exact behavior they saw, for instance, the queue not updating or a message not been seen. The chat_queue_entry where the issue happened. If related to a message, the exact message missed. A capture of the user's Network traffic at the time of the issue. See KB0655923 .