Multi-session Chat: Failed to connect to the SocialMiner XMPP server

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Multi-session Chat: Failed to connect to the SocialMiner XMPP server

Problem Summary An error is displayed in the Manage Chat and Email gadget on the agent desktop that indicates the gadget failed to connect to the SocialMiner XMPP server.
Error Message Failed to connect to the SocialMiner XMPP Server. Please contact your administrator or click retry to check connectivity again.
Possible Cause The SocialMiner XMPP server is down or cannot be reached while the Manage Chats gadget is attempting to establish a secure connection to SocialMiner.
Recommended Action
  1. On the SocialMiner server, check the status of the XMPP server. To check, run the following command from the CLI:
    utils service list
  2. If you see SocialMiner XMPP Server [STOPPED], use the following command to start it:
    utils service start SocialMiner XMPP Server
  3. After you start the XMPP server, click Retry on the Manage Chats gadget to re-establish a connection with SocialMiner.
    If the error appears after you click Retry, there may be a networking problem between the agent's desktop and SocialMiner.
Release Release 10.5(1), 10.6(1) 
Associated CDETS # None


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