How To Fix CRM_IC_APPL_UI_CHMSG097 - Chat session status was not updated; cannot retrieve contact (&1)

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_IC_APPL_UI_CHMSG - Message class for CRM_IC_APPL_UI_COMMCHANNELS

• Message number: 097

• Message text: Chat session status was not updated; cannot retrieve contact (&1)

Self-Explanatory Message

Since SAP believes that this specific error message is 'self-explanatory,' no more information has been given.The majority of messages in the SAP system have a message text, however this is frequently insufficient to comprehend or resolve the problem.

To make things easier, more detailed information is frequently added to describe the issue, how to fix it, and the necessary steps or configuration modifications.

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_IC_APPL_UI_CHMSG097 - Chat session status was not updated; cannot retrieve contact (&1) ?

  The SAP error message CRM_IC_APPL_UI_CHMSG097 indicates that there is an issue with updating the chat session status, which prevents the system from retrieving the contact information. This error typically occurs in the context of SAP Customer Relationship Management (CRM) when using the Interaction Center (IC) for handling customer interactions via chat.
  Possible Causes:
  
  Session Timeout: The chat session may have timed out, leading to an inability to update the status.
  Network Issues: Connectivity problems between the client and the SAP server can prevent status updates.
  Configuration Issues: Incorrect configuration settings in the CRM system or the chat application can lead to this error.
  Data Consistency Issues: There may be inconsistencies in the data related to the chat session or the contact.
  Authorization Issues: The user may not have the necessary permissions to access or update the chat session.
  
  Solutions:
  
  Check Session Status: Ensure that the chat session is still active and has not timed out. If it has, try to re-establish the session.
  Network Connectivity: Verify that there are no network issues affecting the connection to the SAP server. Check for any firewall or proxy settings that might be blocking the connection.
  Review Configuration: Check the configuration settings for the Interaction Center and the chat application. Ensure that all necessary parameters are correctly set.
  Data Consistency Check: Look for any inconsistencies in the data related to the chat session. This may involve checking the database for any missing or corrupted records.
  User Permissions: Ensure that the user has the appropriate permissions to access and update chat sessions. This may involve checking user roles and authorizations in the SAP system.
  System Logs: Review the system logs for any additional error messages or warnings that could provide more context about the issue.
  
  Related Information:
  
  SAP Notes: Check SAP Notes for any known issues or patches related to this error message. SAP frequently updates its knowledge base with solutions for common problems.
  SAP Community: Engage with the SAP Community forums to see if other users have encountered similar issues and what solutions they found effective.
  Documentation: Refer to the official SAP documentation for the Interaction Center and chat functionalities to ensure that all configurations are correctly implemented.
  
  If the issue persists after trying the above solutions, it may be necessary to contact SAP support for further assistance.