Genesys Cloud CX

 View Only
Discussion Thread View
Expand all | Collapse all

Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

  • 1.  Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    Posted 01-07-2022 01:26
    Hi All,

    Just wondering for those using the Genesys Tempo application - if they are encountering any issues today viewing the 'Schedules' section in the app?

    Users of both the iPhone and Android version have started reporting they can't see their schedules and it comes up with an error "An unexpected error occurred".

    Confirmed across multiple users, and nothing has changed from a permissions or management unit perspective.

    Cheers,
    Jeff
    #Unsure/Other


  • 2.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    GENESYS
    Posted 01-08-2022 07:59
    For non-transient issues, I would recommend opening a support ticket. I have made the development team aware of your post, but we will not troubleshoot product issues in Community.

    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------



  • 3.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    Posted 01-08-2022 10:49
    Thanks Jay.

    We have logged a ticket - was just reaching out here to see if it was just our org or not.

    ------------------------------
    Jeffrey
    ------------------------------



  • 4.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    GENESYS
    Posted 01-10-2022 07:31

    Hi Jeff.  Are you still experiencing issues loading schedules from Tempo?



    ------------------------------
    Joe Behymer
    PureCloud Workforce Management Development Team
    ------------------------------



  • 5.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    Posted 01-10-2022 09:12
    Hi Joe,

    Yes we are, on both iPhone and Android:


    Cheers,
    Jeff




  • 6.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    GENESYS
    Posted 04-20-2022 19:47
    Hi Jeff, i saw your question during the customer roadmap presentation.  Please let us know here if you have opened a care ticket and escalated to Servops. We will try to help you out as quickly as possible.

    ------------------------------
    Christopher Johnson
    Genesys - Employees
    ------------------------------



  • 7.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    Posted 04-20-2022 19:54
    Hi Christopher,

    Thanks for reaching out. We've raised this through our Genesys Partner (Genesys Case number 9162628) in January and have been through multiple fix attempts and new app version releases - but still getting 'An unexpected error occurred' on the Schedule view.

    Cheers,
    Jeff.

    ------------------------------
    Jeff
    ------------------------------



  • 8.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    GENESYS
    Posted 04-21-2022 12:28
    Hi Jeff, I spoke to our engineering lead for Genesys Tempo this morning and he told me that "We have been working on this and solved the issue for some orgs.  A new update (1.6.6) was released on Android last night and iOS this morning and that should help mitigate the issue even further".

    He said that this new release 1.6.6 should be showing up in the app stores within 24 hours.

    It sounds like the issue may not be fully resolved yet, but they have made progress. We would definitely be interested to hear if the problem is resolved for you with this new build so please let us know.

    Thanks very much

    ------------------------------
    Christopher Johnson
    Genesys - Employees
    ------------------------------



  • 9.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    Posted 26 days ago
    Hi Christopher,

    We've updated the app to version 1.6.6 on both Android and iOS, and we are still getting the "An unexpected error occurred" message on both when trying to view a Schedule - even after a full cache clear, uninstall and reinstall as well.​

    ------------------------------
    Jeff
    ------------------------------



  • 10.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    GENESYS
    Posted 26 days ago
    Hi Jeff,

    Thank you for the update.  I'll forward this on to engineering so they can continue to work to resolve the issue.

    Thank you,
    Chris Johnson

    ------------------------------
    Christopher Johnson
    Genesys - Employees
    ------------------------------



  • 11.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    GENESYS
    Posted 20 days ago
    Hi Jeff,

    Thank you for bringing this to our attention. Our engineering team has identified and addressed the issue. This bug fix will now be released as version 1.6.8 in the app stores and should be available for download later this week.


    Thanks,
    Kylee

    ------------------------------
    Kylee Kasper
    Genesys - Employees
    ------------------------------



  • 12.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    GENESYS
    Posted 17 days ago
    Hi Jeff,

    1.6.8 is available now on both the Apple Store and Google Play Store. Please, do let us know if the issue has been resolved with this release or if you experience any further troubles.

    Thank you!

    ------------------------------
    Kylee Kasper
    Genesys - Employees
    ------------------------------



  • 13.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    Posted 13 days ago
    Hi Kylee,

    Thanks, version 1.6.8 has finally resolved the issue!

    ------------------------------
    Jeff
    ------------------------------



  • 14.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    Posted 01-17-2022 02:15
    Hi Jeffrey, this is happening to some of our team members as well, again with no changes to permissions. @Joseph Behymer is there anything we should be doing to troubleshoot this?​​

    ------------------------------
    Althea Aitken
    Edith Cowan University
    ------------------------------



  • 15.  RE: Genesys Tempo app - "An unexpected error occurred" on both iPhone and Android versions

    GENESYS
    Posted 01-18-2022 11:24
    Please submit a ticket through Customer Care so they can track it alongside the effort for the original report.

    ------------------------------
    Joe Behymer
    PureCloud Workforce Management Development Team
    ------------------------------