Prerequisites:

  • Allow time for the factory restore process. It can take up to 25 minutes to complete. The LCD panel goes blank during the process.

  • Do not interrupt power to the Edge appliance during the factory restore process. If the power is interrupted, the appliance becomes inoperative and you must obtain a new Edge appliance through Genesys.

  • Do not attempt to interact with the Edge appliance during the factory restore process. The appliance restarts multiple times during the process, which is normal. You can safely interact with the appliance when the LCD panel displays Genesys Cloud Edge.

  1. Press the lower right button to display Status.

  2. Press the lower right button four times to display Factory Service.

  3. Press the upper left button to display Server Details.

  4. Press the lower right button to display Factory Restore.

  5. Press the upper left button to display Apply Changes?

  6. Accept any additional confirmations that appear.
  7. Press the upper left button to display Genesys Cloud Loading.
Warning: Do not remove power or restart the Genesys Cloud Edge appliance through the PWR button on the front. Interrupting the factory restore process causes the Edge to become inoperative. At that point, you must replace the Edge appliance through Genesys.