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504 Error @ PC Resource Center SEARCH

  • 1.  504 Error @ PC Resource Center SEARCH

    Posted 11 days ago
    Hi Guys,

    Keyword searching at PureClouds Resource Center has not been working for me for the last 2-3 months.
    I get 504 Error below after 30 seconds of timeout. It looks like there is an issue with AWS's CloudFront.

    I wonder is it just me or is there anyone else who is experiencing the same problem?

    It is very annoying not being able to search for help.


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    #Unsure/Other

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    Thanks,
    Oktay Kemal
    CCR
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  • 2.  RE: 504 Error @ PC Resource Center SEARCH

    GENESYS
    Posted 11 days ago
    @Matt Lawson put out a message about search errors recently (I thought) but I can't find it right now. The hosting system has had problems with IPs in some regions, I think.  Work with Matt on this one.​

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    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: 504 Error @ PC Resource Center SEARCH

    GENESYS
    Posted 9 days ago
    Hey @Oktay Kemal, I'm not getting an error when I do a search. Out of curiosity, have you tried doing the search on know.genesys.com? It offer federated search, so you'll get results across multiple channels.  ​Sometimes clearing cookies and cache helps with problems like this.

    Cheers!

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 4.  RE: 504 Error @ PC Resource Center SEARCH

    Posted 9 days ago
    Hi @Matt Lawson,

    Thanks. The Search @ know.genesys.com​​ works fine. Just tested again.

    However, the Resource Center is still firing the same timeout error. I just tried again from home with my home ADSL network, cleared cookies, tried using Safari apart from Chrome browser, and also tried from iOS and Android phone browsers with 4G Cellular networks. The results were the same.

    By the way, I forgot to mention that this is happening to all of us here in Istanbul. No one is able to perform a search from the Resource Center.

    This is the result of another test I just performed:


    It looks like the problem is related to our AWS region.

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    Thanks,
    Oktay Kemal
    CCR
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  • 5.  RE: 504 Error @ PC Resource Center SEARCH

    Posted 9 days ago
    Hi @Matt Lawson,

    The search works fine as of this morning. The issue seems to be resolved.​​

    Thanks for your help.


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    Thanks,
    Oktay Kemal
    CCR
    ------------------------------



  • 6.  RE: 504 Error @ PC Resource Center SEARCH

    GENESYS
    Posted 8 days ago
    Hi @Oktay Kemal,

    This issue presents itself from time to time and is typically an issue caused by our vendor blocking a series of CloudFront IP ranges.  Thanks for reporting the issue, even though it appears to have been resolved at this point.  We are continuously working with our vendor to ensure that all of our content remains available.

    Josh

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    Josh Rucker
    Genesys - Employees
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  • 7.  RE: 504 Error @ PC Resource Center SEARCH

    Posted 7 days ago
    Edited by Oktay Kemal 7 days ago
    Thanks @Josh Rucker.

    By the way, this thing is getting weirder.​

    Right now I am getting "403 Forbidden"  nginx message. There really seems to be an issue with searching...



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    Thanks,
    Oktay Kemal
    CCR
    ------------------------------



  • 8.  RE: 504 Error @ PC Resource Center SEARCH

    Posted 7 days ago
    Edited by Rasko Radojevic 7 days ago
    Hi @Oktay Kemal
    I have reported the issue in September (https://community.genesys.com/digestviewer29/viewthread?MessageKey=675d9370-d899-4cd8-b25b-93c51cb8da0a) and it was CLoudFront restriction
    And I'm facing the same issue again right now (I have tried from other PCs in my offices)​ with the same behavior I have reported, and you are facing.
    Hope it will be resolved for good.

    Regards from Belgrade

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    Раско Радојевић
    Rasko Radojevic
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  • 9.  RE: 504 Error @ PC Resource Center SEARCH

    Posted 7 days ago
    Thanks for the information @Rasko Radojevic.

    Yes, it seems it has a bigger impact than I anticipated.​ The Same problem is reported in the Middle East too.

    I hope it gets fixed...

    Regards.

    ------------------------------
    Thanks,
    Oktay Kemal
    CCR
    ------------------------------



  • 10.  RE: 504 Error @ PC Resource Center SEARCH

    GENESYS
    Posted 6 days ago
    Hi folks,
    We worked with our vendor to remove several IP blocks that may have been causing this issue. Please let us know if you see any further 403 errors.
    Thanks,

    Andy Smith

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    Andy Smith
    Genesys - Employees
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  • 11.  RE: 504 Error @ PC Resource Center SEARCH

    GENESYS
    Posted 6 days ago
    Thanks, Andy!

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 12.  RE: 504 Error @ PC Resource Center SEARCH

    Posted 6 days ago
    Thanks Andy.

    Unfortunately, the problem still remains. I am pasting a new screenshot with today's date.

    Thanks,
    Oktay



    ------------------------------
    Thanks,
    Oktay Kemal
    CCR
    ------------------------------



  • 13.  RE: 504 Error @ PC Resource Center SEARCH

    Posted 6 days ago
    Same for me
    This is my Screen shot.
    my IP address is 193.203.27.37

    Search forbidden


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    Раско Радојевић
    Rasko Radojevic
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  • 14.  RE: 504 Error @ PC Resource Center SEARCH

    GENESYS
    Posted 5 days ago
    Edited by Andy Smith 5 days ago
    Hi Rasko and Oktay,
    My apologies that this is taking some time to resolve. We checked again and found several blocked cloudfront IPs. These should be cleared soon.
    Thanks,
    Andy


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    Andy Smith
    Genesys - Employees
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  • 15.  RE: 504 Error @ PC Resource Center SEARCH

    Posted 5 days ago
    Hello @Andy Smith
    at least for me, the problem still persist this morning

    Search 403


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    Раско Радојевић
    Rasko Radojevic
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  • 16.  RE: 504 Error @ PC Resource Center SEARCH

    Posted 5 days ago
    Same on my end too. "403 Forbidden" error.

    My IP: 195.175.80.62





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    Thanks,
    Oktay Kemal
    CCR
    ------------------------------



  • 17.  RE: 504 Error @ PC Resource Center SEARCH

    GENESYS
    Posted 4 days ago
    Hi folks,
    I am still pursuing this with our vendor. Thank you for keeping us updated- I greatly appreciate your patience.
    Best,
    Andy

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    Andy Smith
    Genesys - Employees
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  • 18.  RE: 504 Error @ PC Resource Center SEARCH

    Posted yesterday
    Hello @Andy Smith
    Today I'm getting 504 error

    504 - time out


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    Раско Радојевић
    Rasko Radojevic
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