Description:

When attempting to open any topic within the Virtual Agent Designer, the screen remains stuck on “Connecting” and fails to load the designer interface.

Root Cause:

It could be due to the system property glide.ui.escape_all_script being set to false on your instance.

Fix:

Set glide.ui.escape_all_script to true — this usually resolves the issue instantly!

Here’s a direct link to check and update the property (replace with your instance URL):

[InstanceURL]/sys_properties_list.do?sysparm_query=nameSTARTSWITHglide.ui.escape_all_script&sysparm_first_row=1&sysparm_view=&sysparm_choice_query_raw=&sysparm_list_header_search=true

Hope this helps someone save time troubleshooting!