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We've noticed since going live with Genesys Cloud that the desktop application will occasionally freeze, refresh or just simply close without warning.In these scenarios, an error will appear in the Windows Event Viewer as either an 'Application Error' (when it just refreshes/freezes), or a '.NET Runtime' error (when it also closes)
According to the Microsoft .NET documentation, there are two common unmanaged SHE exceptions, either Out of Memory, or Access Violation
As the Genesys Cloud desktop application is only a 32-bit process - standard 32-bit applications (that aren't Large Address Aware) have a maximum memory limit of 2GB, and within a .NET application this limit is known to be around 1.2GB and 1.3GB (http://graphicdna.blogspot.com/2012/10/memory-limits-in-net-process.html)
So keeping Task Manager running beside my Genesys Cloud instance whilst I was performing maintenance work in the Phone Management section - I noticed that one of the GenesysCloud.exe processes was continuously increasing in Memory utilisation.
As soon as it reached over 1200 MB of Memory utilisation, the application started freezing and showing the loading symbol, before completely refreshing and reloading the entire desktop application
We have been seeing this behaviour since desktop version 2.6.622 and every version up to the latest. This is on Windows 10 Enterprise 1909 and 20H1, across many different PC's (namely 6th gen i5 and 8GB RAM).We are also seeing memory utilisation issues in the Web-app version on Google Chrome. Even this 64-bit process with 16GB local memory eventually gets to a point where it just goes 'Aw, Snap' with an Out of Memory error.
Task Manager shows Google Chrome (which was only running Genesys Cloud at the time) was up to 5.1GB memory total utilisation at this point.
At this point, I believe there is something happening around memory management or a conflict with the Chrome or the Chromium framework (that the Desktop version uses) that's just chewing through memory, slowing down the interface until it reaches an unhandled exception event.Would be interested if those using the Mac version of the Desktop Application or Web Application are seeing similar behaviour.
------------------------------JeffOriginal Message:Sent: 04-27-2022 08:51From: Steve ParsonsSubject: GC Desktop App / System FreezingHello!We're starting to receive complaints about Windows systems freezing if an agent has an active email interaction and a voice call is delivered. Unsure if this is a recent Microsoft patch or something GC related at this point. The only common denominator is that these are new agents hired on board. Very possible it's a Windows issue, but curious to know if others are or have experienced the same. We're slowly deploying the updated GC desktop app, but we're seeing this issue on last release as well as new release.On the new version of GC Desktop App, we see CPU utilization at 27-30% and 1GB of memory utilization when an agent has a voice and email interaction at the same time. If we drop the voice call, CPU drops down to <10% and memory hovers around 730mb. Still working to determine if it's a system instability problem or application related. Most systems are 3 yrs old, 8GB of memory and Core i5 - i7 CPU's.Only Email:Email and Voice:Thanks for any thoughts/suggestions!#Unsure/Other------------------------------Steve ParsonsBCD TRAVEL S.A.------------------------------
Yes, we are still experiencing this issue. To the point we can create it at will by having an agent with an email interaction take an inbound call or make an outbound call from the queue. No help yet from Genesys. After they looked at our logs they said, "You have a network issue as it's losing connection". Well yea, that happens during a system freeze….I'd be very interested to know if you can create this at will also. If you're using screen recording, you should be able to backtrack the issue.
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