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Sometimes the log shows an ECC timeout error. This happens because the ServiceNow instance waited too long and could not retrieve the information before the timeout expired. The error message looks like the following:

com.glide.ecc.ECCResponseTimeoutException:No response for ECC message request with sysid

This error can appear due to several reasons:

·         The MID Server is down.

·         The XML REST response from the Nexthink Engine is too big and the MID Server takes too much time to retrieve it.

To fix this, please make sure that the MID Server used for the given Nexthink Engine is up and running.

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