Why are agents receiving this error when loading the Oracle Service Cloud agent console?
Oracle Service Cloud agent console, versions August 2012 to present
This error will occur either while logging in to the Oracle Service Cloud agent console, or immediately after it has finished loading. The full text of the error may look as follows:
"Caught an unhandled exception: System.Net.WebException: Unable to connect to the remote server ---> System.Net.Sockets.SocketException: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond 18.104.22.168:80"
**This Answer applies only to instances where the same IP address listed above (22.214.171.124:80) is shown in the error.**
When loading the Oracle Service Cloud agent console a request is sent to the following URL:
This .xml file is responsible for loading agent resource links in the "Links" and "Help" sections of the "Application" or "File" menu.
These links include the following:
"Discussion Forum" url="http://communities.rightnow.com/groups/eedd6685ae/summary"
"Idea Lab" url="http://communities.rightnow.com/resources/255b24b92b/summary"
"Support Knowledge base" url="http://cx.rightnow.com"
"Best Practices" url="http://www.oracle.com/us/products/applications/rightnow/resources/index.html"
"Developer Resources" url="http://communities.rightnow.com/pages/615f5411b2"
If the agent console is unable reach the 'documentation.custhelp.com' URL this error will be thrown and the application will terminate.
We recommend first determining whether this resource is currently globally available. To do this you can either contact Oracle Service Cloud Technical Support, try logging in to the agent console outside of your corporate network, or check with a third-party resource such as 'downforeveryoneorjustme.com':
If this resouce appears to be available outside your network you should open a ticket with your internal network support team, informing them that you are unable to reach the following host name/IP address:
For additional assistance, Submit a Question to Oracle Technical Support and we will be happy to help.