Genesys Engage on-premises

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  • 1.  WDE Crash

    Posted 05-13-2022 09:12
    Hello,

    I have an issue with WDE 8.4.143.08 , it randomly happened that after receiving a Chat interaction and then another Whatsapp interaction came the WDE get freezing.

    There is need to restart PC in order to resume login WDE again.

    From WDE logs identify this error:
    ------- === ----
    "22-05-12 18:19:07.089 [ HTTP Request] ERROR e.IWSConnectorModule - Error in Process Request
    System.IO.IOException: Unable to write data to the transport connection: An established connection was aborted by the software in your host machine. ---> System.Net.Sockets.SocketException: An established connection was aborted by the software in your host machine

    ------- === ----
    22-05-12 18:19:02.840 [ HTTP Request] INFO e.IWSConnectorModule - Message Received []
    22-05-12 18:19:02.840 [ HTTP Request] WARN e.IWSConnectorModule - Error in Parse HTTP Request
    System.ArgumentOutOfRangeException: Length cannot be less than zero.
    Parameter name: length
    at System.String.Substring(Int32 startIndex, Int32 length)
    at soulsoft.HTTPEmbedded.CsHTTPRequest.Process()
    22-05-12 18:19:02.840 [ HTTP Request] DEBUG e.IWSConnectorModule - You received the following message [0] : []
    22-05-12 18:19:02.840 [ HTTP Request] DEBUG e.IWSConnectorModule - HTTPRequest.CompleteParamsURL 1 []
    22-05-12 18:19:02.841 [ HTTP Request] DEBUG e.IWSConnectorModule - HTTPRequest.CompleteParamsURL 2 []
    22-05-12 18:19:02.841 [ HTTP Request] DEBUG e.IWSConnectorModule - You received the following message : []
    22-05-12 18:19:02.841 [ HTTP Request] DEBUG e.IWSConnectorModule - Start Received a message:[]
    22-05-12 18:19:02.841 [ HTTP Request] DEBUG e.IWSConnectorModule - check Command :[NOCOMMAND]
    22-05-12 18:19:03.626 [ 1] DEBUG kspace.Core.DSPlayer - WndProc -- msg:28
    22-05-12 18:19:04.730 [ 1] DEBUG kspace.Core.DSPlayer - WndProc -- msg:28
    22-05-12 18:19:07.088 [ HTTP Request] DEBUG e.IWSConnectorModule - [setResponse] message[{"EVENT":"KeepAlive","sessionid":"c1dcf3b7-aa41-4580-a7d1-57fa56935164"}]
    22-05-12 18:19:07.088 [ HTTP Request] DEBUG e.IWSConnectorModule - [handleMessage] session [it.softphone.httpsessionmanager.Session] end
    22-05-12 18:19:07.089 [ HTTP Request] ERROR e.IWSConnectorModule - Error in Process Request
    System.IO.IOException: Unable to write data to the transport connection: An established connection was aborted by the software in your host machine. ---> System.Net.Sockets.SocketException: An established connection was aborted by the software in your host machine
    at System.Net.Sockets.Socket.Send(Byte[] buffer, Int32 offset, Int32 size, SocketFlags socketFlags)
    at System.Net.Sockets.NetworkStream.Write(Byte[] buffer, Int32 offset, Int32 size)
    --- End of inner exception stack trace ---
    at System.Net.Sockets.NetworkStream.Write(Byte[] buffer, Int32 offset, Int32 size)
    at soulsoft.HTTPEmbedded.CsHTTPRequest.Process()
    22-05-12 18:19:07.114 [ 1] DEBUG kspace.Core.DSPlayer - WndProc -- msg:17
    22-05-12 18:19:07.205 [ 1] DEBUG kspace.Core.DSPlayer - WndProc -- msg:22

    ------- === ----


    Can somebody help on this ?

    Regards
    Arben
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Arben Maksuti
    Vodafone Albania
    ------------------------------


  • 2.  RE: WDE Crash

    Posted 05-14-2022 02:50
    The WDE is customized and issue comes from custom part, so you have to discuss it with responsible team or DEV owner.

    ------------------------------
    Jakub Němec
    NTT Czech Republic s.r.o
    ------------------------------



  • 3.  RE: WDE Crash

    Posted 05-17-2022 03:54
    Thank you Jakub for your feedback!

    Yes there are added some files related to different multimedia channels on the existing WDE we currently using,
    but I'm not aware which part might be the one (the one related to Chat or whatsapp).

    I'm going to engage the vendor, but thought if I could get more insights from the logs regarding this.

    Regards
    Arben

    ------------------------------
    Arben Maksuti
    Vodafone Albania
    ------------------------------