If you experience issues with Genesys Cloud, follow these troubleshooting steps before reaching out to Ayin's Service Desk.
Confirm Single Session
Ensure that Genesys Cloud is only open in one tab and one browser window. Having it open in multiple tabs or windows can cause conflicts and affect performance.
Clear Browser Cache and Cookies
Clearing the browser cache and cookies helps resolve potential conflicts and ensures the latest data is loaded. Follow the instructions for Google Chrome or Microsoft Edge to clear cache and cookies for all time.
Log Out and Back In
Log out of Genesys Cloud and then log back in. Use the Okta dashboard to access Genesys Cloud after logging out.
VPN Troubleshooting
If using a VPN, temporarily disconnect it to check if connection stability improves.
Disconnect Other Devices from the Internet
Disconnect all other devices from the internet modem, except for the computer being used for Genesys Cloud.
Restart Your PC
- Restart the PC through the Start menu.
- For users on virtual machines, restart both the PC and the virtual machine.
Check Ethernet Cable
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Inspect the Ethernet cable for visible damage.
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Try using a backup Ethernet cable if available.
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If a replacement cable is needed, contact the Service Desk with a mailing address.
Direct Connection to Modem and Reboot
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Connect the Ethernet cable directly to the modem, bypassing any router.
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Reboot the modem by unplugging it, waiting 10 seconds, and plugging it back in.
Perform a Connection Speed Test
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Go to Speedtest.net on the computer used for Genesys Cloud.
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Click "GO" to start the test.
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Take a full-screen screenshot of the test results.
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Attach the screenshot when submitting a ticket to the Service Desk.
Verify Internet Service Provider (ISP)
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Ensure the ISP is not AT&T, Starlink, Verizon, or similar, as these are not supported.
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A minimum download speed of 100 Mbps is recommended for optimal performance.
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Contact the ISP to confirm the speeds being paid for are being received.
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If necessary, request a technician visit from the ISP to examine the internet setup.
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Inquire about potential internet package upgrades to meet the recommended speed.
Disable Browser Extensions
Some browser extensions can interfere with Genesys Cloud. Disable all extensions in Chrome, restart the browser, and check if the issue persists.
Test from a Different Network & Device
If possible, test Genesys Cloud from a different network, such as your organization's office environment, to determine if the issue is related to the home network. If the issue persists on a verified enterprise-grade network and desktop computer, it may indicate a system-related problem rather than a network issue.
Following these steps should resolve most common issues with Genesys Cloud. If the problem persists, contact Ayin's Service Desk by submitting a ticket form, or emailing support@ayin.com for further assistance. The Service Desk's operating hours are Mon-Fri 7AM to 5PM PST.