Genesys Cloud - Main

Hello,

We are experiencing a recurring issue on several user workstations running Genesys. A Windows error dialog appears randomly with the following message:"The unknown software exception (0xe0000008) occurred in the application at GcbaBrowser.exe at location 0xXXXXXXXX."

"The unknown software exception (0xe0000008) occurred in the application at GcbaBrowser.exe  at location 0xXXXXXXXX."

This issue seems to affect only agents using Genesys, which leads us to believe that this executable is part of a Genesys component or module.

Could you please confirm the following:

1. The exact origin and purpose of GcbaBrowser.exe (associated Genesys module, function, dependencies).

2. Whether there are known causes for exception 0xe0000008 in this context.

3. The recommended troubleshooting steps (patches, updates, logs to collect, configuration checks).

4. Whether a fix or updated version exists that addresses similar behavior.

#System/PlatformAdministration
#Telephony

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Sandra Roy
Analyste système Genesys Cloud
Promutuel, Québec Canada
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Hello Sandra, 

GcbaBrowser.exe is part of the Genesys Cloud Background Assistant (GCBA). Its typically installed in the path C:Program Files (x86)GenesysGenesysCloudBackgroundAssistant. 

This will be something that Support will have to look at as I believe this is going to need deeper technical digging than we can do here in a public forum. 

Before you open a case to Support please ensure that you are running the latest version of GCBA and collect a couple of things to help out support:

1. Collect GCBA logs
2. Ensure all users have the correct permissions but not admin rights
3. Your current GCBA version
4. Browser type and version
5. any pattern you see when the error occurs. (Specific actions, times, etc)

Cheers, 

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Cameron
Online Community Manager/Moderator
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