Genesys Cloud - Main

Hello,

We often encounter issues with Genesys that result in the application crashing. In these circumstances, the DevTools window in both the browser and the Desktop app will be forced to close, and wipe out any logs captured before the crash.

As part of troubleshooting efforts to determine the root cause, we are looking for a way to be able to capture logs that occurred prior to the crash, and/or application crash logs that will help us find the issue.

Has anyone else had this issue and found a solution?

#System/PlatformAdministration

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Luke Shanks
IT Business Systems Administrator
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Hi Luke,

Have you tried Enable automatic Scheduled log capture for users, it is limited to 5 users, but I believe it will still capture the logs up to the crash so is useful of specific users are having issues.

They could also try Send On Demand capture logs to administrators, when logging back in after the crash, but I am not sure if the historical cache would be cleared on the crash/restart of the app.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 11-13-2025 09:45
From: Luke Shanks
Subject: Capture Genesys Network and Console Logs On Application Crash

Hello,

We often encounter issues with Genesys that result in the application crashing. In these circumstances, the DevTools window in both the browser and the Desktop app will be forced to close, and wipe out any logs captured before the crash.

As part of troubleshooting efforts to determine the root cause, we are looking for a way to be able to capture logs that occurred prior to the crash, and/or application crash logs that will help us find the issue.

Has anyone else had this issue and found a solution?

#System/PlatformAdministration

------------------------------
Luke Shanks
IT Business Systems Administrator
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