Known issues

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This article covers known issues of Virtual Support Agent installations and how to resolve them.

Virtual Support Agent 10.0.0

Users not able to connect

Symptom: New users are no longer able to connect their accounts with the Virtual Support Agent though already existing users are still able to interact with Marvin.

Root cause: Cloud infrastructure changes resulted in an update of service endpoints which are required during establishing the connection.

Solution: Download and install the latest available package from Marketplace at Virtual Support Agent (Marvin) Addon.

Marvin replies with 'Sorry, it looks like something went wrong....'

Symptom: Whatever message is sent to Marvin he keeps replying with 'Sorry, it looks like something went wrong. Type /help to get more information about my usage.'

Root cause: Missing entries in one of the configuration files and outdated connection to Marvin service.

Solution:

host.config check

Update / check file<InstallDirectory>\Matrix42\Matrix42 Workplace Management\svc\host.config if the the following entry is in place.

<module assembly="Matrix42.MarvinAI.SVS.Customizing" />

In case it is not in place add it and restart the Matrix42 Enterprise Service Management services to make sure that the hosts.confg content is loaded.

Reconnect Marvin

To reconnect Marvin follow below steps:

Navigate to Matrix42 Enterprise Service Management - Administration - Settings - Marvin
Disable Marvin and save the dialog
Enable Marvin and save again

The connect button will not be in an active state, due to the fact that no changes have been applied, but the connection will be re-establised.

Virtual Support Agent 9.1.3

Users not able to connect

Symptom: New users are no longer able to connect their accounts with the Virtual Support Agent though already existing users are still able to interact with Marvin.

Root cause: Latest cloud infrastructure changes required an update of service endpoints require during establishing the connection.

Solution: Manual update of the service endpoints

Open file Matrix42.Auth.STS.dll.config in <InstallDirectory>\Matrix42\Matrix42 Workplace Management\bin\ and locate <add clientid="Matrix42.MarvinAI" scope="urn:matrix42NewUX" redirecturloverwrite="https://m42-marvinai-prod.azurewebsites.net/service/discovery/callback" />
Change
"https://m42-marvinai-prod.azurewebsites.net/service/discovery/callback"

to
"https://marvinai.matrix42.com/service/discovery/callback"
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Open file SPS.Config in <InstallDirectory>\Matrix42\Matrix42 Workplace Management\bin\ and locate attributeextraOrigins="m42-marvinai-prod.azurewebsites.net,marvinai-dev.azurewebsites.net,marvinai.matrix42.com"
Change "m42-marvinai-prod.azurewebsites.net" to "marvinai.matrix42.com"
Save changes