FAQs: Troubleshoot

Can customers perform automated testing, such as load or stress testing of Genesys Cloud?

Yes, Genesys supports your need to perform automated testing through our Automated… [More]

How do I resolve an error that reads “A loop has been detected on the call path with this edgecontrol instance….”?

This message appears if one or more users have duplicate phone numbers… [More]

How do I submit an enhancement request?

If you want to make an enhancement request for Genesys Cloud, Genesys… [More]

How does Genesys Cloud handle credentials?

Genesys Cloud understands that your credentials and secrets are sensitive information, and… [More]

What could cause an unknown queue error?

If a user’s role is in one division, and a queue is… [More]

Why aren’t fields appearing on my Salesforce pages?

Genesys Cloud for Salesforce gathers data that you can add as default… [More]

Why does Customer Care request console and network logs?

These two pieces of client-side data work together with platform-side logs to… [More]

Why isn’t the client appearing in Lightning?

For the client to appear in Salesforce Lightning, change a few settings… [More]