ECC queue stuck: input messages not being processed

MID Server is down, stopped, or unable to connect to the ServiceNow instance due to network connectivity issues or authentication problems. (high likelihood)

ECC queue processor job has stopped or crashed due to memory issues, corrupted records, or system overload preventing message processing. (high likelihood)

Large volume of ECC queue records has overwhelmed the processor, causing it to slow down significantly or become unresponsive. (medium likelihood)

Corrupted ECC queue records with malformed data or invalid XML content are blocking the processor from continuing to process subsequent messages. (medium likelihood)

System property configurations for ECC queue processing have been modified incorrectly, causing the processor to malfunction or stop entirely. (low likelihood)

Step 1: Navigate to MID Server > MID Servers to check the status of all configured MID Servers and verify they show as Up with recent heartbeat timestamps.

Step 2: Check System Diagnostics > Stats > Job Stats to verify the ECC Queue Processor job is running and not showing excessive duration or error counts.

Step 3: Navigate to System Web Services > ECC Queue to identify stuck records by filtering for State equals Ready or Processing and sorting by Created date to find the oldest entries.

Step 4: Review System Log at System Diagnostics > Log > Application Log for ECC-related errors or Java stack traces that indicate specific processor failures or record corruption issues.

Step 5: If MID Servers are down, restart them from the server console or contact system administrators to resolve connectivity or authentication issues preventing connection.

Step 6: For stuck records, manually set problematic ECC queue entries to Skip state or delete corrupted records that contain malformed XML or invalid data structures.

Step 7: Restart the ECC Queue Processor by navigating to System Definition > Scheduled Jobs, finding ECC Queue Processor, and clicking Execute Now to reinitialize processing.

Step 8: Monitor the ECC Queue for 10-15 minutes to confirm new messages are being processed and the Ready/Processing count is decreasing steadily.