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User receives Aw, Snap Chrome error when making or receiving a call with headset

  • 1.  User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 21 days ago
    Hello,

    I have a customer who is having a very strange issue with one agent. This agent is remote, using the newest version of chrome, and using a Jabra headset with the required software and extension.

    The problem they are running into, is that chrome will display an Aw, Snap! error when they make or receive a call when using a custom WebRTC profile in chrome that has the jabra headset configured.

    Aw Snap


    Using the "Use Computer Settings" options works fine.

    This was working as recently as yesterday. We've tried rebooting, reinstalling chrome, reinstalling Jabra extension, running PureCloud in incognito, and more. No known changes.

    I have a ticket opened, but I'm hoping someone has run into something like this before. If you have, please let me know how you addressed it.

    @Stephan keim please let me know if you have any ideas

    Thanks,​
    #Telephony
    #Unsure/Other

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------


  • 2.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 18 days ago
    Looks like some incompatibility with the device selection and the Jabra software.  Try disabling the software and choosing the device directly in a profile.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 18 days ago
    Hi Robert,

    We tried that and just about everything else we could think of. The issue would not occur if you just selected the microphone for the headset and left the output as the defaults. Removing the puck and switching to audio in via 3.5mm jack resolved it also. This just seems like a bizarre one off and they swapped the users equipment to prevent this from happening.

    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 4.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 11 days ago
    I'm getting reports of this Aw snap thing happening more frequently in the last week and on people that don't have any headset software installed at all, and not just when they're on a call.

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    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 5.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 11 days ago
    Are you using the sound profiles for the users?

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 6.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 11 days ago
    Mixture of both.  I've been creating profiles for some user's who have had audio (one-way) issues but the two this morning that reported it neither of them had a separate profile and were using Computer Settings.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 7.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 11 days ago
    I have found that using the profiles is a surefire way of making sure the correct device is chosen and does not count on Windows choosing the correct one.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 8.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 11 days ago
    @Vaun McCarthy I've only seen this happen once and it was related to the headset and happened on every call. If you are seeing this happen intermittently, I would go through the recommended Chrome troubleshooting steps. It seems like most of the time these errors are related to memory usage. You might want to start there. It could be a freak thing like what I was seeing, but I would not assume that's the case.

    Thanks,​

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 9.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Posted 10 days ago
    I have to say I'm getting a lot of out of memory Aw Snaps this week, particularly when the tab is sitting on a queue view or schedule view and idle for a while.

    I don't make or receive calls via Cloud. I haven't changed anything in the configurations, and had no issues like this last week.


    ------------------------------
    Andrew Doller
    Aioi Nissay Dowa Insurance Australia Pty Ltd
    ------------------------------



  • 10.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 10 days ago

    Hi Andrew, yes seems to be the same symptom as us.  Wonder if it's specific to APAC but I know there's some NZ guys on here too that so far haven't mentioned it.

    Have you raised a case to Genesys yourself on it?



    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 11.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Posted 10 days ago
    No, haven't raised a case as yet.

    We talk to our provider CVT tomorrow so will bring it up with them.

    ------------------------------
    Andrew Doller
    Aioi Nissay Dowa Insurance Australia Pty Ltd
    ------------------------------



  • 12.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    GCAP Member
    Posted 10 days ago
    We are also seeing the Aw, Snap! errors this week for a handful of staff.

    We are located in APAC and have not located the source of this issue; no headset or configuration changes have been made this week.

    Decided not to raise a Genesys ticket because for now, the issue doesn't seem widespread

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    Tony Marcic
    Fair Work Ombudsman
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  • 13.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Posted 10 days ago
    We are also getting users intermittently report the Aw, Snap! error this week, have never had this reported in the past.  Our orgs are not in APAC.

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    Braiden Woodward
    Foehn Ltd.
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  • 14.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 10 days ago
    Does it appear that the views are consuming more memory? What are the specs on these machines?

    If this does not appear to be a memory issue, then you should all open tickets. If the view changes recently implemented are causing some sort of memory leak, then Genesys should be looking into this. I'm not saying that is the case, just thinking of a worst case scenario.

    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 15.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    GCAP Member
    Posted 7 days ago
    We are seeing it intermittently in North America area.  I have opened a case as our local IT has done extensive troubleshooting on the machines and cannot find issue on their end.  Thinking this may be a Genesys issue.  Hopefully they will get back to me soon.

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    Scott McCann
    Rite Aid
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  • 16.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Posted 4 days ago
    We are also getting users intermittently report the Aw, Snap! error since last week

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    Muhammad Zubair
    Alberta Health Services
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  • 17.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 3 days ago
    I happened to get this on my own machine earlier today after it had been sitting idle for a while.  Just seconds prior to it crashing I happened to have had Task Manager open and noticed Chrome and it's various spawned instances was sitting about almost 7GB RAM being used and was bouncing around the 50% CPU mark as well.  Seems there's definitely some performance/leak issue here.

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    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 18.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Posted 3 days ago
    I've found that if I leave a queue activity view running, the memory use for that tab keeps creeping up until it breaks.

    ------------------------------
    Andrew Doller
    Aioi Nissay Dowa Insurance Australia Pty Ltd
    ------------------------------



  • 19.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 3 days ago
    Is this happening on the queues activity view exclusively or just general usage of PureCloud?

    Thanks,
    Daniel McLeod

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 20.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 3 days ago
    You may be on to something there Andrew - in most cases with us it's people that would be monitoring the Queue Activity view as well - which is what I had open myself in the background.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 21.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 3 days ago
    You can replicate this if you leave the Queues Activity view running and watch the Chrome Task Manager (rather than the Windows one).  It will show you quite clearly that tab is continually consuming memory.  Mine got up to almost the 7GB mark again and then choked.  I've got 32GB RAM in this machine or it would have caused a bunch of other problems too.  In a quick test now it went up about 200MB more just by sitting idle for a minute.  Extrapolate that out over 10 minutes and you're already chewing up another 2GB

    I've raised my own case to Genesys as well.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 22.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Posted 3 days ago
    Edited by Paulo Mesquita 3 days ago
    We also have reports of this issue.

    Every time there is an auto refresh or we manually refresh the page it increments 40,000K.



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    Paulo Mesquita
    Spark NZ Trading
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  • 23.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 2 days ago
    I was hoping this would just magically be fixed in the new version, but I was able to replicate this today too.

    I'm going to open a ticket as well.

    Thanks,​​

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 24.  RE: User receives Aw, Snap Chrome error when making or receiving a call with headset

    Top 25 Contributor
    Posted 2 days ago
    Hi Paulo, out of curiosity have you looked into whether this happens in My Queues Activity as well with your users?  I tried to get a Genesys Care person to replicate it last night but supposedly an hour later it was still fine for them.  So I'm guessing it's load driven and even more so if you're getting auto-refreshing data for a number of fairly active queues.  Genesys probably tested with one of their own dev orgs with little or no traffic going through it.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------