Genesys Cloud - Main

 View Only
Discussion Thread View
Expand all | Collapse all

Search feature not working on PureCloud Resource center

  • 1.  Search feature not working on PureCloud Resource center

    Posted 09-20-2019 05:53
    Hello to all

    it has been for a while that we are facing the issue with search on PureCloud resource center.
    I have noticed it few weeks ago but thought it was a part of maintenance.
    But that problem still persist, and this morning I got 403 Forbidden

    just hope that someone from Genesys will monitor and eventually provide more information or forward it to responsible

    Search feature is not working on PureCloud resource center

    #Unsure/Other

    ------------------------------
    Раско Радојевић
    Rasko Radojevic
    ------------------------------


  • 2.  RE: Search feature not working on PureCloud Resource center

    GENESYS
    Posted 09-20-2019 16:57
    Does it happen both when you are not logged in and when not logged in?

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Search feature not working on PureCloud Resource center

    Posted 09-23-2019 03:18
    Dear @George Ganahl, thanks for the reply.

    Yes it is happening for both cases, when I'm logged in PureCloud in another tab and when I do not have a session.
    And this is happening for all browsers on my laptop (Chrome, Mozilla, Edge) as well

    I can browse through articles without any issue, but search is not functioning (that is frustrating sometimes)



    ------------------------------
    Раско Радојевић
    Rasko Radojevic
    ------------------------------



  • 4.  RE: Search feature not working on PureCloud Resource center

    GENESYS
    Posted 09-24-2019 10:03
    You should probably pull your Network logs in Chrome when re-creating the problem and see where the 403 is coming from, and any other information around it. I don't know of anyone else having the same problem.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: Search feature not working on PureCloud Resource center

    Posted 09-25-2019 04:24

    Hello

    George, I know that you as always, are trying to be helpful, so I really do not expect that you deal with this, but this is what I got in console
    I have used developers tools at Chrome, Mozilla and Edge, and it's same set of network logs "Error from cloudfront" so it looks make like some CDN issue, but I really do not know how to I can deal with it

    General

    Request URL:

    https://help.mypurecloud.com/search

    Request Method:

    POST

    Status Code:

    403 Forbidden

    Remote Address:

    99.86.243.25:443

    Referrer Policy:

    no-referrer-when-downgrade

    Response Headers:

    HTTP/1.1 403 Forbidden
    Content-Type: text/html
    Content-Length: 162
    Connection: keep-alive
    Server: nginx
    Date: Wed, 25 Sep 2019 08:04:12 GMT
    X-Cache: Error from cloudfront
    Via: 1.1 2a3d03f915cb6d29f35b8f9edd3b1956.cloudfront.net (CloudFront)
    X-Amz-Cf-Pop: VIE50-C1
    X-Amz-Cf-Id: NZW2AyfGZbfM-LgqP9EDRhyW2wrA8jF8_B7vst0UsIBzGJWzkqS1iA==


    ------------------------------
    Раско Радојевић
    Rasko Radojevic
    ------------------------------



  • 6.  RE: Search feature not working on PureCloud Resource center

    GENESYS
    Posted 09-25-2019 09:12
    Hello Rasko,

    Sorry to hear this. I'm pretty sure I know what is causing the issue. Do you know the public IP used when you see this error?

    Thanks,

    Andy Smith

    ------------------------------
    Andy Smith
    Genesys - Employees
    ------------------------------



  • 7.  RE: Search feature not working on PureCloud Resource center

    Posted 09-25-2019 09:46
    Hello,
    I have just tried and now the search works.
    As I have posted this morning the IP address collected from network logs was Remote Address: 99.86.243.25:443
    and now when it works it shows Remote Address: 13.225.78.71:443 with Status Code: 302 Found

    Can you share some details what was causing it by your opinion?

    RASKO



    ------------------------------
    Раско Радојевић
    Rasko Radojevic
    ------------------------------



  • 8.  RE: Search feature not working on PureCloud Resource center

    Posted 09-25-2019 10:19

    Hello @Andy Smith
    I have repeated the test, and once again I got 403 forbidden, and in network logs it is

    ​Remote Address: 99.86.243.104:443

    Status Code: 403 Forbidden

    and it was working 20 minutes ago!



    ------------------------------
    Раско Радојевић
    Rasko Radojevic
    ------------------------------



  • 9.  RE: Search feature not working on PureCloud Resource center

    GENESYS
    Posted 09-25-2019 11:17
    @Rasko Radojevic what IP does it give you when you browse to https://whatismyipaddress.com/?

    You are in Serbia, correct?

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 10.  RE: Search feature not working on PureCloud Resource center

    Posted 09-25-2019 11:33
    Hello @George Ganahl, yes I'm in Serbia, using corporate LAN
    and I tested on several computers with my colleagues and we all get the same 403 Forbidden 

    Our Public ​IPv4: 193.203.27.37

    RASKO

    ------------------------------
    Раско Радојевић
    Rasko Radojevic
    ------------------------------



  • 11.  RE: Search feature not working on PureCloud Resource center

    GENESYS
    Posted 09-25-2019 11:36
    Thank you, sir!

    @Andy Smith does that help narrow it down?​

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 12.  RE: Search feature not working on PureCloud Resource center

    GENESYS
    Posted 09-25-2019 12:42

    Hi Rasko,
    I think we've identified the issue. It appears that there was an IP block against a cloudfront IP, affecting a wider set of users than it should. I have a case open and hopefully you should see this resolve by tomorrow.
    As a workaround, you can also search on know.genesys.com and filter against documentation. That should give very similar results to the Resource Center search.
    Thanks,
    Andy



    ------------------------------
    Andy Smith
    Genesys - Employees
    ------------------------------



  • 13.  RE: Search feature not working on PureCloud Resource center

    Posted 09-30-2019 06:06

    Hello @Andy Smith
    I have just tried a search and I got the respond, from the same ​Remote Address: 99.86.243.104:443

    Hope not much of other users will remain affected by cloudfront IP

    Thank you @George Ganahl as well for getting involved in this
    Regards from Belgrade

    RASKO



    ------------------------------
    Раско Радојевић
    Rasko Radojevic
    ------------------------------



  • 14.  RE: Search feature not working on PureCloud Resource center

    GENESYS
    Posted 09-30-2019 09:16
    Thank you for letting us know, Rasko.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources