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



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

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

Sometimes I also get this same message.

Then it works again when I clear the cache.
Original Message:
Sent: 06-21-2022 23:58
From: Francis Hoang
Subject: Can't login to Genesys

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

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

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?

------------------------------
Caleb Smith
IGS Energy
------------------------------

Original Message:
Sent: 06-21-2022 23:58
From: Francis Hoang
Subject: Can't login to Genesys

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

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

No, not using IdP or anything. Just regular web login, username and password (and Organisation)

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

Original Message:
Sent: 06-22-2022 09:12
From: Caleb Smith
Subject: Can't login to Genesys

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?

------------------------------
Caleb Smith
IGS Energy

Original Message:
Sent: 06-21-2022 23:58
From: Francis Hoang
Subject: Can't login to Genesys

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

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

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.

------------------------------
Peter Faust
Genesys - Employees
------------------------------

Original Message:
Sent: 06-21-2022 23:58
From: Francis Hoang
Subject: Can't login to Genesys

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

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

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

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
------------------------------

Original Message:
Sent: 06-21-2022 23:58
From: Francis Hoang
Subject: Can't login to Genesys

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

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

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

• Check the saved shortcut on the browser and make sure it shows the basic login URL. Sometimes they save a URL as a favorite after logging in. It may work for a while, then stop working. If that's the case, replace it with one for your region: https://help.mypurecloud.com/articles/aws-regions-for-genesys-cloud-deployment/
• Ask them to use Logout button instead of just closing the browser tab. https://help.mypurecloud.com/faqs/how-do-i-log-out-of-genesys-cloud/#:~:text=From%20the%20sidebar%2C%20click%20your,settings%2C%20and%20then%20click%20Logout.

------------------------------
Kun Jin Rhee
LifeCare Assurance Company
------------------------------

Original Message:
Sent: 06-21-2022 23:58
From: Francis Hoang
Subject: Can't login to Genesys

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

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------