Genesys Cloud - Main

I am using web sockets and API for our phone.  Out of blue, starting from 11/21 some of our deployments  started to have sporadic wss socket errors timeout. Seems to be limited to a small pocket of deployments for now. Is anyone else facing the same issue ? 

ERROR - _handle_websocket_messages - WebSocket closed: Connection to remote host was lost. url: wss://streaming.mypurecloud....

#API/Integrations
#Telephony

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Amit Abdul
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#API/Integrations
#System/PlatformAdministration
#Telephony

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Amit Abdul
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Hello Amit, 

I can give you some troubleshooting steps, but ultimately when it comes to websockets my best recommendation would be to open a support case. 

Some common issues related to the error:

• Connection timeout during the initial handshake
• Network Connectivity issues
• server-side connection limits
• client-side buffer overflow

Having these in mind here are some troubleshooting recommendations. 

1. Check if your WebSocket connection timeout settings match Genesys Cloud's requirements, 10 seconds.
2. Verify that your client maintains proper buffer, 20 seconds of audio buffer. 
3. Monitor network stability between your deployment and Genesys. 
4. Implement proper reconnection logic if not already in place. 

I have seen this issue come up and its usually the app or whatever you are using is taking longer than 10 seconds for the initial handshake and the web socket closes. 

Hope this helps. 

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Cameron
Online Community Manager/Moderator
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