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Description

This article is created specifically for a Connect Support session experiencing the following symptoms:

  • An error reads, "Can't connect to server, reconnecting..." in place of the text input area for end user or agent.
  • The following error is found in the browser developer console: Websocket Error: Network Error 12002, The operation timed out.
  • The following error is found in the browser developer console: Websocket Error: Network Error 12030, The connection with the server was terminated abnormally.

Cause

In this scenario, it is likely the network is having issues handling the WebSocket processes used for Connect. Please use the following URL to determine WebSocket compatibility:

<your_instance_name>.service-now.com/$websocket_test.do

If the URL indicates that your configuration may have problems using WebSockets, you can turn off WebSockets for AMB by adding the glide.cometd.websocket.enabled property to the sys_properties.list and setting the property to false.

Resolution

Check if the property "glide.cometd.websocket.enabled" exists already in [sys_properties.list].

If not, create a new System Property from [sys_properties.list] as follows:

  • Name: glide.cometd.websocket.enabled
  • Type: true/false
  • Value: false

Additional Information

You may want to contact your network team to investigate why WebSockets are not supported​, to see if they can determine a root cause of the issue.

You can continue using the "/$websocket_test.do" UI Page to troubleshoot compatibility, and if it's something that can be resolved, then you can set this system property back to true.

Article Information

Last Updated:2019-12-09 09:20:04
Published:2019-12-09