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  • 1.  Desktop App freezing issue

    Posted 08-21-2018 09:40
    No replies, thread closed.
    Some of the agents have been reporting that PureCloud desktop app is freezing. We are using the currently latest available version 1.11.492.0. Based on the reports the issues seem to be related to network connectivity. We decided to uncheck "Use Win HTTP Proxy" setting, which can be found in Advanced Preferences, and which is checked by default. First impression is that desktop app becomes more responsive, but I'll have to wait for agents' feedback to be sure if it helps. In the meanwhile I was trying to with documentation about the setting. Does anyone know more about this option? Is it documented anywhere?

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    Juha Niinimaki
    Konecranes Oyj
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  • 2.  RE: Desktop App freezing issue

    Posted 08-21-2018 15:50
    No replies, thread closed.
    Hello Juha,

    This setting was added to attempt to help a customer work around a network problem. The only effect of the setting is to direct the underlying Chrome engine to use an alternate implementation of the proxy resolver based on WinHTTP. I'm unsure whether it would have an impact on the issues your agents have been seeing but then again networking issues can manifest in various odd and seemingly disconnected ways.

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    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
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    Original Message


  • 3.  RE: Desktop App freezing issue

    Posted 08-23-2018 05:10
    No replies, thread closed.
    Thanks Brian. It might be a good idea to add more detailed Desktop App documentation to the resource center. After more detailed troubleshooting tin turned out that the freezing issue was related to firewall rules. Apparently some AWS IP addresses had changed. We've now changed the firewall rules to avoid similar issues in the future.

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    Juha Niinimaki
    Konecranes Oyj
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    Original Message


  • 4.  RE: Desktop App freezing issue

    Posted 08-23-2018 15:37
    No replies, thread closed.
    Same thing here Brian, when and Amazon IP address changes, we need a way to be notified either beforehand or as soon as possible.  Nearlyl all of our downtime has been because of that and we have waste time troubleshooting.

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    Ramsey Miller
    Associated Credit Union of Texas
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    Original Message


  • 5.  RE: Desktop App freezing issue

    Posted 08-23-2018 16:18
    No replies, thread closed.
    Thank you for the updates. 

    Regarding IP address changes, we document our reliance on AWS and point at Amazon's documentation for their IP ranges. If you're following those guidelines when configuring the firewalls there should never be issues with downtimes due to IP address changes. See the section "Domains and IP Addresses" in this document https://help.mypurecloud.com/articles/purecloud-ports-services/.

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    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
    ------------------------------

    Original Message


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