We were aware of the issues surrounding the use of a Proxy, which are documented. I'm particularly interested in the mention of VPNs as I can find no mention of that anywhere and Care don't seem to know anything about it either.
Views expressed are my own and do not necessarily reflect those of my employer.
Original Message:
Sent: 07-22-2024 01:12
From: Saran Subbaiya
Subject: GCBA - will it not work if running on an older version?
Hi Paul,
Please refer the following details,
Relevant Genesys Case 0003394255
From Genesys Care reply :
Thanks for the update.
In order for GCBA to work correctly, there should not be a proxy server involved, this is a requirement as mentioned earlier.
If the customer wishes to utilize GCBA with a proxy server, we sincerely suggest submitting an enhancement request through the Ideas portal as the current configuration does not currently support such arrangements.
Genesys Cloud Ideas Portal
------------------------------
Saran Subbaiya
Original Message:
Sent: 07-18-2024 11:23
From: Paul Simpson
Subject: GCBA - will it not work if running on an older version?
@Saran Subbaiya,
I have a customer who is facing the same issue. I mentioned to Care about your statement "Our Genesys partner confirmed that current version of GCBA can't support the users on Proxy or VPN setup" but they were unable to confirm the VPN part or provide me with a reference to any documentation that states this. Independently, I have searched and the only reference I can find to a VPN not being supported for GCBA is this thread!
Could you ask your partner to provide the source of their information on this?
This problem has been going on for over a year and we are not significantly any further forward. Currently, the Agents have to run the Desktop App alongside the embedded client (Salesforce) in order to get reliable screen recordings.
The strange thing is that despite all agents having a common build (therefore common security / Proxy / VPN / firewall settings), however analysis of packet captures etc. by Care all point to the issue being local to the machine.
I'm tearing my hair out here, so if anyone has any suggestions, I'm all ears!
------------------------------
Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
Original Message:
Sent: 07-04-2024 00:25
From: Saran Subbaiya
Subject: GCBA - will it not work if running on an older version?
Hi Phil,
No, we are waiting for Genesys to release the new GCBA version which can support Proxy / VPN setup users. Our Genesys partner confirmed that current version of GCBA can't support the users on Proxy or VPN setup
We are waiting the following Genesys IDEA to get it delivered :)
https://genesyscloud.ideas.aha.io/ideas/OPPTAV-I-5?utm_source=idea_mailer&utm_medium=email&utm_campaign=subscribers_status_change
Please vote for this IDEA if possible
TEL-I-369 /
OPPTAV-I-5
Thanks,
Saran
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Saran Subbaiya
Woolworths Group Limited
Original Message:
Sent: 07-03-2024 11:14
From: Phil Robinson
Subject: GCBA - will it not work if running on an older version?
Hi Saran
Did you manage to resolve this issue? We have just started using GCBA at home as well as the office. Screens are recording with no issues in the office but when working from home we are seeing the same errors you have in your logs.
I have checked & cannot see anything being blocked or dropped.
Thanks
Phil
------------------------------
Phil Robinson
Coventry Building Society
Original Message:
Sent: 11-01-2023 21:55
From: Saran Subbaiya
Subject: GCBA - will it not work if running on an older version?
Thanks a lot Calvin for the quick reply !
For me the setup is working perfect if I am login from office network. but it is failing when I connect from home. I am working with my network engineer to fix this issue. I will keep you posted if any luck :)
Ping user: https://127.0.0.1:8191/ping/d21daef7-0efc-404a-xxxxx-8b58axxxx
the above request is failing with 401 unauthorize error
but the same working from office network
From GCBA logs :
2023-11-01 09:30:36.4622|0|INFO|GcbaMain.Services.PipeServerMessageService|Received AUTH response message from client for userId : d21daef7xxxxxx with status SUCCESS
2023-11-01 09:30:37.3431|0|INFO|GcbaMain.Controllers.SessionManagementController|Ping user: user:xxxxxxxx userid:dxxxxxxxx, org:5xxxxxxxxx, environment: mypurecloud.com.au
2023-11-01 09:30:37.3445|0|ERROR|GcbaBrowser.Services.PipeClientMessageService|GcbaWebApp instance is null or WebRTC SDK is not active for userId : xxxxxxxx
2023-11-01 09:30:37.3447|0|INFO|GcbaMain.Services.PipeServerMessageService|Received PING response message from client for userId : xxxxxxx with status FAILURE
2023-11-01 09:30:37.3448|0|INFO|GcbaMain.Controllers.SessionManagementController|Ping failed in GcbaBrowser process
------------------------------
Saran Subbaiya
Woolworths Limited
Original Message:
Sent: 10-31-2023 05:03
From: Calvin Minton
Subject: GCBA - will it not work if running on an older version?
Hi Saran,
No sadly not and we gave up on it and continuing with the full desktop client for now.
In VDI, the only way we could get this to work was to install the APP on the OS layer which does not suit the way we run our VDI environment so for now have abandoned it.
Regards,
------------------------------
Calvin Minton
Computershare Technology Services, Inc.
Original Message:
Sent: 10-31-2023 04:08
From: Saran Subbaiya
Subject: GCBA - will it not work if running on an older version?
Hi Calvin,
Did you manage to get this "Ping failed in GcbaBrowser process" issue resolved? I am facing the same issue.
Please share the resolution steps if possible.
Thanks,
Saran
------------------------------
Saran Subbaiya
Woolworths Limited
Original Message:
Sent: 05-05-2023 04:26
From: Calvin Minton
Subject: GCBA - will it not work if running on an older version?
GCBA is also not working for me.
My issue is I receive the following errors when the GCBA is running
"Ping failed in GcbaBrowser process"
["Failed to ping Gcba: Error: Ajax authorization failed: Ping failed in GcbaBrowser process"]
Running https://127.0.0.1:8191/version appears to be working as expected but the screen recording is not working.
Has anyone else experienced this issue and has a solution to fix it?
------------------------------
Calvin Minton
Computershare
Original Message:
Sent: 05-02-2023 13:12
From: Daniel Ho
Subject: GCBA - will it not work if running on an older version?
Unless in exceptional circumstances, an older version of GCBA will continue to work. Based on what you are describing, since even the latest version still didn't work, I am not sure if the older version is the issue.
Take a look at the troubleshooting FAQ, and if that doesn't resolve it, please contact Genesys Care for help.
------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
Original Message:
Sent: 05-01-2023 11:51
From: Kellyn DuBois
Subject: GCBA - will it not work if running on an older version?
I had version 1.0.160 installed as of this morning and my Screen recording had stopped working. I show that on April 18th an updated version was released, but i placed test calls on April 24th and they still recorded with version 1.0.160 installed. I downloaded the latest version (1.0.179) this morning and it is still not working today.
Is the expectation that GCBA will not record screens if a new version has been released and the computer has an older version? If the latest version of GCBA must be installed for it to function, roughly how often is it expected to get an updated version?
#Implementation
#Roadmap/NewFeatures
#Unsure/Other
------------------------------
Kellyn DuBois
Lumen Technologies Service Group, LLC
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