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  • 1.  Genesis cloud desktop white screen on launch

    Posted 3 days ago

    Our service techs have been running into this lately. Some of the users have reported that when they try to launch the Genesis cloud desktop application some users get a white screen and then eventually closes. the service techs have tried to clear out the cache and run a repair but it does not resolve. Does anybody have any hints or anything we can try but maybe we haven't thought of that works for users with this problem?

    I was not sure where the place this but we run the desktop application because the web version does not have things the web version does not


    #System/PlatformAdministration

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    Aaron Brown
    NA
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  • 2.  RE: Genesis cloud desktop white screen on launch

    Posted 3 days ago

    Hi Aaron

    I don't have any clients who use the app; everything here is 100% browser-based, so I was curious... what does the app have that isn't on the web?
     
    Since I don't know about the app, below is an answer generated by the orchestrator's AI.
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    • I understand you're dealing with a frustrating white screen issue on the Genesys Cloud desktop app that persists even after clearing cache and running repairs. Since your service techs have already tried the standard repair steps, here are some additional troubleshooting approaches:

      1. Complete Uninstall and Clean Reinstall
      If repair hasn't worked, try a full uninstall followed by a clean install of the latest desktop app version. This goes beyond the repair function and can resolve deeper installation issues.

      2. GPU Settings (Windows)
      The desktop app uses Chromium Embedded Framework and by default runs with GPU disabled. However, on some systems, GPU-related issues can cause display problems like white screens. You can try toggling the GPU setting via Windows Registry:

      • Navigate to: HKEY_LOCAL_MACHINE or HKEY_CURRENT_USER\Software\Interactive Intelligence\Purecloud\Directory
      • Add a DWORD value named DisableGpu
      • Try DisableGpu = 0 to enable GPU (may fix display issues on some systems)
      • Or explicitly set DisableGpu = 1 to ensure GPU is disabled (avoids GPU-related crashes)
      • Restart the desktop app after making changes

      3. System Requirements Check
      Verify affected systems meet the requirements:

      • 64-bit operating system
      • 4 GB RAM minimum (8 GB recommended)
      • Dual-core processor
      • 400 MB hard drive space
      • Windows 11 or Mac OS (two versions previous to current release)
      • Minimum screen resolution: 1024 x 768

      4. Network and Firewall Configuration
      Ensure company firewalls and network settings aren't blocking required ports and services for Genesys Cloud. Check the "About ports and services for your firewall" article for detailed configuration requirements.

      If these steps don't resolve the issue, I'd recommend creating a support case so the technical team can investigate further, potentially including desktop app logs and specific system configurations.



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 3.  RE: Genesis cloud desktop white screen on launch
    Best Answer

    Posted 3 days ago

    Hi Aaron,

    This type of behaviour with the desktop app tends to be typically related to something local on the machine (profile, cached data, or environment) rather than Genesys Cloud itself.

    Since cache clear and repair didn't help, here are a few deeper things to try:

    • Clean uninstall (important)
      • Uninstall the Genesys Cloud desktop app
      • Manually remove any leftover folders:
        • %AppData%\Genesys Cloud
        • %LocalAppData%\Programs\Genesys Cloud
        • %LocalAppData%\Genesys Cloud (if present)
      • Reboot the machine before reinstalling the latest version
    • Check for profile-specific issues
      • Log in as a different Windows user and launch the app
      • If it works there, it usually points to something in the original user profile (cached data, permissions, etc.)
    • Security / network inspection
      • Endpoint protection, antivirus, or SSL inspection can interfere with the app rendering (since it uses an embedded browser)
      • If possible, test with those disabled or create exceptions for Genesys domains
    • Network / connectivity validation
      • Confirm access to required Genesys Cloud domains (no blocking or filtering)
      • If using a proxy, verify it's correctly configured and not intercepting traffic in a way that breaks the session
    • Graphics / display considerations
      • In some environments, graphics drivers or hardware acceleration can impact Electron-based apps
      • Updating drivers or testing on another machine can help rule this out
    • Version / environment consistency
      • Make sure all affected users are on the same (latest) desktop app version
      • Check if the issue is isolated to specific machines, user groups, or locations
    • Browser comparison (for isolation)
      • Test Genesys Cloud in a supported browser on the same machine
      • If the browser works fine, it helps narrow it down to the desktop app specifically

    If the issue still persists after these steps, it would be best to open a Care case and include desktop app logs from an affected machine or machines so the team can see what's happening during launch.

    Hope this helps you in your investigation 



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    Josh Coyle
    Senior Professional Services Consultant
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    Original Message


  • 4.  RE: Genesis cloud desktop white screen on launch

    Posted 3 days ago
    Edited by Aaron Brown 3 days ago

    I just provided the suggestions to our techs and will try tomorrow before reaching out to our Genesys partner, ConvergeOne.

    We run the desktop application because it offers API customized features between a caller and our client services, underwriting and claims employees receive. This may be things like who they are, their policy #, what coverage they have in real time. With the web version, you normally would not get these features.

    They said they cleared the cache but I'm not sure yet if they meant chrome or cache related to the app itself. They tried a repair but that is not clearing it up.

    I am going to see if necessary to have them update Windows updates as well as run the latest Dell Drivers for the user's system. I also suggested to clear out any Visual C++ installation. Not much I can do with .NET framework 4.8.x as it's a part of Windows. remove Genesys, remove all local and appdata Genesys location and Reinstall Genesys.

    Past doing all that and it still has issue, we'll likely need to contact our Genesys Partner. We did open up ports on the firewall and I have confirmed it works on my machine without issue including the desktop app, calls and etc. so it may he something on the users system we have yet to identify.

     Also when I say white screen it's not the entire screen, just the app itself which leads to the app closing itself.

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    Aaron Brown
    NA
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    Original Message


  • 5.  RE: Genesis cloud desktop white screen on launch

    Posted 2 days ago

    Hi Aaron.

    Thanks for posting.  Although you guys are exclusive to desktop app for Genesys Cloud, are there machines that run cleanly?  Can you compare it with web browser?

    How easily can it be reproduced?

    Compare Group Policy Objects from AD that your Network Admin team might have invoked.

    Check if your Anti-Virus software is running and if its causing it in the logs?  

    See if that can isolate what is causing the app white screen.

    When did the white screen for the app start happening?  Good idea comparing .net to see if a previous version might be causing it...  Is there an SDK integration?

    Thanks Mike



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    Mike John
    IT
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    Original Message


  • 6.  RE: Genesis cloud desktop white screen on launch

    Posted 2 days ago

    I was experiencing the same after installing the latest version.  After uninstalling, and reinstalling a previous known working version, it would launch and then close.  After uninstalling again and deleting Appdata\Local\Genesys Cloud folder and reinstalling known good version, it was back to just solid white background.  Quit Genesys and deleted HKEY_CURRENT_USER\Software\Interactive Intelligence , relaunched, and Genesys back to normal.



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    Matt Tucker
    IT
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    Original Message


  • 7.  RE: Genesis cloud desktop white screen on launch

    Posted 2 days ago

    Hi Aaron,

    Could you please share which version you're using? Does anything appear in Windows Event Viewer?



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


  • 8.  RE: Genesis cloud desktop white screen on launch

    Posted 2 days ago

    Hey guys, many of our users have version Version 2.48.900 to which we deploy in SCCM though PSADT. I have installed version 2.48.901 and I have no experienced any issues. I have recommended users not to connect to our guest network over VPN as this can slow thing down. 

    Mike:

    Thanks for posting.  Although you guys are exclusive to desktop app for Genesys Cloud, are there machines that run cleanly?  Can you compare it with web browser? 

    Web browser generally works in Chrome itself, When we try in edge it works there. I think the only difference is between hte web and app is the call center interactions you get in the app version.

    How easily can it be reproduced?  

    Can be reproduced easily for the people who have the issue. Service tech would remove or repair but it would load back the same.

    Compare Group Policy Objects from AD that your Network Admin team might have invoked.

    not usre about in AD but we'll have to see if we have any Geneyscloud AD GPO objects and if they do anything specific. We did give our security perosn port # which he has opened up and it allowed WebRTC calls to work but I only did a simple search and provided what Genesys had provided for port #s. But if I'm missing anything, let me know what else we need to open up.

    Check if your Anti-Virus software is running and if its causing it in the logs?  

    Windows Defender managed by our security. Similar to what we did with carbon black.

    See if that can isolate what is causing the app white screen.

    When did the white screen for the app start happening?  Good idea comparing .net to see if a previous version might be causing it...  Is there an SDK integration?

    Hard to say when it stated happening. I would stay mostly when we moved into a new building with a newly built network. So we started to open things up. But it doesn't affect everyone.   Not all uses the app either. That would be something claims, underwriting and client services would use primarily.

    Matt:

    I was experiencing the same after installing the latest version.  After uninstalling, and reinstalling a previous known working version, it would launch and then close.  After uninstalling again and deleting Appdata\Local\Genesys Cloud folder and reinstalling known good version, it was back to just solid white background.  Quit Genesys and deleted HKEY_CURRENT_USER\Software\Interactive Intelligence , relaunched, and Genesys back to normal.

    Thanks for this. I'll be sure to pass this information to our service techs.



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    Aaron Brown
    NA
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    Original Message


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