Genesys Cloud CX

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  • 1.  Can't login to Genesys

    Top 25 Contributor
    Posted 15 days ago
    Hi All,

    I'm getting this error when trying to login. Other Users are not having any issues.

    I've tried;
    - Reset browser to default
    - Use two different browsers
    - Deleted the account and reactivated


    Oh no! Something went wrong!

    Seems like we are in maintenance mode at the moment! Please try again later.


    Any ideas? What Causes this? How do we prevent it from happening again?

    I was playing around with permissions and roles. I restored the appropriate Roles (roles that other Users are using fine) and removed the roles and permissions I was playing with. but it didn't help.

    Regards.
    #PlatformAdministration
    #SystemAdministration
    #Unsure/Other

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    Francis Hoang
    TeleApps Services Pty Ltd
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  • 2.  RE: Can't login to Genesys

    Posted 15 days ago
    Sometimes I also get this same message.

    Then it works again when I clear the cache.


  • 3.  RE: Can't login to Genesys

    Top 25 Contributor
    Posted 14 days ago
    Hey Francis,

    Do you use an IdP like OKTA for SSO? I'm assuming this is just on the web version, or have you tried the desktop aswell?

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    Caleb Smith
    IGS Energy
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  • 4.  RE: Can't login to Genesys

    Top 25 Contributor
    Posted 14 days ago
    No, not using IdP or anything. Just regular web login, username and password (and Organisation)

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    Francis Hoang
    TeleApps Services Pty Ltd
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  • 5.  RE: Can't login to Genesys

    GENESYS
    Posted 14 days ago
    Hi Francis,

    You should definitely open a case in this situation. It seems that you tried everything possible and now it's time care takes over.

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    Peter Faust
    Genesys - Employees
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  • 6.  RE: Can't login to Genesys

    GENESYS
    Posted 13 days ago

    Make sure the user has the employee role

    Make triple sure the user is not Inactive

    Try logging in on a different network and device (like using the Collaborate app on your phone over cellular data)

    If the alternate login works then run a Network Readiness Assessment on the machine where you are having trouble:

    Network Readiness Assessment Tool



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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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  • 7.  RE: Can't login to Genesys

    Posted 13 days ago
    I've seen this happen when a user is not using the correct login page or did not log out properly.


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    Kun Jin Rhee
    LifeCare Assurance Company
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