Live Help Agent Consoles cannot connect to the Live Help servers (Doc ID 1642746.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version 1.0 to 1.0 [Release ATG v1]
Information in this document applies to any platform.

Symptoms

The loss of functionality
Agents cannot connect Oracle Live Help when logging in

The sequence of events
Agents attempt to log in and the connections time out

Where it happened
Live Help Agent console

The significance of loss / customer impact
Agents cannot process emails and chats

Include specific error messages (error number with syntax)
[140402 07:55:23+0100 51916] Experiencing network delays.
[140402 07:55:23+0100 51916] (FT)HTTP Retry.
[140402 07:55:23+0100 51916] Connection timed out due to network outage.

What IS working
Issues clear up later in the day

What is the expected or acceptable result?
Agents should be able to log on and use the console with no issues

What about the system has recently changed?
Unknown

Cause

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