The agent stop responding

3 replies
37 views

Hi,

We have an agent that we just shared with a group for testing. They have experienced that the agent stop responding, sometimes after one question, sometimes in the middle of a request. It can be solved by refreshing the window or open a new chat.

Does anyone know why this happens? Is there anything we can do to make it more stable?

Attached is a picture of the message that appears whenever it stop responding.

Cheers,

Marthe

Atlas AI

kelvin

Expert ⭐️⭐️⭐️⭐️

Hi @Marthe !

Thanks for reaching out! I cannot tell from the screenshot what the issue is here. Can you describe more about when it happens? Are you switching agent in the drop-down when this happens? Or is it when agents run for longer tasks, near 10 minutes?

If this issue continues, please open a support ticket. If you can, please also attach a .har file. That makes it easier for us to troubleshoot.

Link to support:

https://cognite.zendesk.com/hc/en-us/requests/new

How to great a .har file:

If you are available, I can also quickly jump on a call with you to investigate right now.

M

MartheAuthor

Seasoned ⭐️⭐️

Hi,

Thank you for the reply!
The problems with the agent chat tends to happen right after confirming an action the agent asks to do (clicking "Allow" on a confirmation step) — not tied to how long the overall task takes, we've seen it on both quick and longer tasks.

When it happens, the only sign is a small error message that appears below the prompt window — the agent itself gives no indication that anything went wrong, and the prompt input stays disabled from then on, even if you try sending a new message. The only way we have found to recover is to refresh the page.

I have created a .HAR file (as suggested) at the moment it occurred. From that, it looks like the connection to the agent is accepted and starts responding, but then goes quiet and drops before finishing. After that, any new message we try to send in the same conversation is immediately rejected because the backend still thinks there's an unconfirmed action pending from the dropped response.

We started noticing this after rolling the agent out to more users, so we're wondering: is there a limit on how many users/sessions can use the agent at the same time?

I would be happy to have a call about it if you have time, or send the file with a support ticket.

kelvin

Expert ⭐️⭐️⭐️⭐️

Thank you! If you can send the .har file first, we can take a look, and let you know if we need more information.

The quickest might be to just send it directly to me: kelvin.sundli@cognite.com

Kelvin

Sign up

Welcome to Cognite Hub