Teams/Slack Virtual Agent app is not responding due to BaseProtocolAdapter errorIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Teams virtual agent app is not responding: It was working before and this issue happens only for one user. User has tried using commands restart and bye in teams and slack and receives no response. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This issue is caused by Client Adapter of the affect user. This issue is noticed when the 'sys_cs_client_adapter' record has been altered manually via the UI or Script. Making changes to 'sys_cs_client_adapter' record is not recommend. Some error logs can be found in the localhost logs. txid=131f49d0db2d SEVERE *** ERROR *** [Context] [BaseProtocolAdapter] com.glide.cs.qlue.module.clientproxy.BaseProtocolAdapter.createChatMessage(BaseProtocolAdapter.java:1119)com.glide.cs.qlue.module.clientproxy.BaseProtocolAdapter.clientToProtocol(BaseProtocolAdapter.java:708)com.glide.cs.qlue.module.clientproxy.BaseProtocolAdapter.receiveExternalMsg(BaseProtocolAdapter.java:809)com.glide.cs.qlue.module.clientproxy.BaseProtocolAdapter.processExternalMsg(BaseProtocolAdapter.java:841)com.glide.cs.qlue.module.clientproxy.BaseProtocolAdapterMgr.handleIncomingMessage(BaseProtocolAdapterMgr.java:86)com.glide.cs.qlue.module.worker.AdapterMessageProcessor.process(AdapterMessageProcessor.java:25)com.glide.cs.qlue.module.worker.Processor.lambda$process$0(Processor.java:102)com.glide.worker.TransactionalWorkerThread.executeInTransaction(TransactionalWorkerThread.java:35)com.glide.cs.qlue.module.worker.Worker$TransactionExecutor.execute(Worker.java:201)com.glide.cs.qlue.module.worker.Processor.process(Processor.java:102)com.glide.cs.qlue.module.worker.Processor.process(Processor.java:53)com.glide.cs.qlue.module.worker.Worker.run(Worker.java:114) Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } 1. Log in as admin.2. Go to "sys_cs_client_adapter.list" and find the record associated to the affected user.3. Delete this record.4. Run "gs.cacheFlush()" in the background script to clear the cache of the instance. Why deleting the sys_cs_client_adapter record works?There was discrepancy between two table records 'sys_cs_client_adapter' and 'sys_cs_conversation', due to which the conversation was failing. When we remove the sys_cs_client_adapter record, there is no active conversation and a new record for sys_cs_conversation and sys_cs_client_adapter are created, which are in sync now.