About Genesys Cloud troubleshooting

Refer to these articles to open a case and interact with support.

• Genesys Cloud Customer Care
• My Support Portal
• Genesys Cloud Customer Care phone support
• Troubleshoot Genesys Cloud before calling Customer Care
• Get a conversation ID for Customer Care
• Gather console logs
• Gather console network logs
• Find a correlation ID 
• Pair a Customer Care Support organization to your Genesys Cloud organization

Watch solutions to common Genesys Cloud problems.

• Finding the conversation ID
• Gather Chrome console logs
• Gather Firefox console logs
• Get a console log with the desktop app
• Gather network logs on Chrome
• Gather network logs on Firefox
• Gather network logs with the desktop app

Investigate events and diagnose issues using the Genesys Cloud troubleshooting tools.

• About the Audit Viewer
• Enable automatic log capture
• Troubleshoot using the Genesys Cloud Operational Console

Solve general Genesys Cloud problems. (Architect, Integrations, and telephony are covered in separate sections.)

• Genesys Cloud System Status 
• Troubleshoot the desktop app
• Troubleshoot reports
• Troubleshoot screen share
• Troubleshoot agent cannot call out or receives error on inbound calls

Solve problems for operations with Genesys Cloud’s flow authoring tool.

• About Architect
• Troubleshoot Architect log in
• Troubleshoot prompt preview
• Troubleshoot cannot add -debug to flow name
• Troubleshoot True and False are not localized in expression text
• Troubleshoot disconnected agents during secure call flow
• Troubleshoot inability to pass attributes between flows
• Troubleshoot custom expression disappears when switching to Sequence Builder
• Troubleshoot a failed delete
• Troubleshoot partial results from the dependency database

Solve problems with third-party applications that expand Genesys Cloud capabilities through a Bring Your Own Technology services model.

• Troubleshoot the Amazon Lex integration
• Troubleshoot the Google Dialogflow integration

Solve problems with integrations.

• Troubleshoot the Genesys Cloud embedded clients
• Troubleshoot the data actions integrations

Solve problems with phones, webRTC, and video chat.

• Troubleshoot the Genesys Cloud web-based (WebRTC) phone (admins)
• Run the Genesys Cloud WebRTC Diagnostics app
• Ports and services for WebRTC
• Troubleshoot video chat

Solve problems with Genesys Cloud Edges and trunks.

• View the topology map for troubleshooting telephony
• BYOC Cloud configuration checklist
• Security best practices for Internet facing SIP trunks
• View orphaned recordings
• Genesys Cloud Edge bandwidth calculator

Solve problems with networks.

• About ports and services for your firewall
• Run the Genesys Cloud Network Readiness Assessment
• Customer network readiness
• Genesys Cloud system requirements
• Disable your browser’s sleep mode setting