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  • 1.  Desktop app requires MFA nearly every day

    Posted 04-28-2025 03:31
    No replies, thread closed.

    Hi!

    We are getting feedback from our agents that since some weeks (~4 weeks) they need to authenticate with a second factor when they are using the "Genesys Desktop App" nearly every day (using Microsoft Azure MFA).

    When they are using Chrome or Edge instead, they need to authenticate pretty rarely.

    It there any kind of setting at the Desktop app that is changing the login behavior different to the web browser?

    BR, Robert


    #API/Integrations
    #Omni-ChannelDesktop/UserInterface
    #Security


  • 2.  RE: Desktop app requires MFA nearly every day

    Posted 04-28-2025 09:58
    No replies, thread closed.

    Hi Robert,

    I haven't had this experience myself, but I will look into if anything has changed.  Maybe others can add their experience, if they have seen this recently or previously and had a resolution.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Desktop app requires MFA nearly every day
    Best Answer

    Posted 04-28-2025 15:49
    No replies, thread closed.

    Hi Robert, 

    There's nothing within the desktop application that does anything differently with respect to authentication. Perhaps something within the SSO provider is configured differently? 

    Regards,



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



  • 4.  RE: Desktop app requires MFA nearly every day

    Posted 04-30-2025 05:29
    No replies, thread closed.

    Hi Brian and Samuel,

    this was my expectation, too.

    What I don't know is if the Genesys Desktop app is reading any kind of browser setting of MS Edge, which may be influenced by a company policy.

    At Integrations -> Single Sign-On -> ADFS/Azure AD (Premium) I couldn't find any setting that may handle the app in another way then a browser.

    BR, Robert



  • 5.  RE: Desktop app requires MFA nearly every day

    Posted 04-30-2025 08:12
    No replies, thread closed.

    I would look at Azure AD your SSO provider to see if there is a setting that is different for desktop or installed apps vs browser based authentication.  I think this is what Brian was trying to point to.



    ------------------------------
    Bob Hall
    .
    ------------------------------

    Original Message


  • 6.  RE: Desktop app requires MFA nearly every day

    Posted 04-30-2025 08:25
    No replies, thread closed.

    > What I don't know is if the Genesys Desktop app is reading any kind of browser setting of MS Edge, which may be influenced by a company policy.

    No, the desktop app doesn't read any browser setting of Edge. 



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

    Original Message


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