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  • 1.  Genesy Network Assessment Tool is not working

    Posted 08-01-2024 05:57

    Hello Folks,

    We are not able to run Genesys Network Assessment tool. The URL is loading and after putting Org name the Firewall and VOIP progress bar is not loading.

    It's giving below error:

    Anyone faced similar issue and can assist ?

    Thanks in Advance


    #PlatformAdministration

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    Datta Rajdeep
    AXA Group Operations SAS
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  • 2.  RE: Genesy Network Assessment Tool is not working

    GENESYS
    Posted 08-01-2024 06:18

    Hey Datta,

    Have you tried updating the BCS driver?

    If you have, have you tried clicking the Having Trouble option at the lower left and tried the Network Port Test to make sure there are no ports closed and blocking the test?



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


  • 3.  RE: Genesy Network Assessment Tool is not working

    Posted 08-01-2024 06:30

    Hi Sam,

    Yes I am downloading the new BCS Driver file and running it while testing.

    Are you referring to this ? This is also not working.

    Is there any specific ports needs to be allowed for this tool ?

    Thanks

    Rajdeep



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    Datta Rajdeep
    AXA Group Operations SAS
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    Original Message


  • 4.  RE: Genesy Network Assessment Tool is not working

    GENESYS
    Posted 08-01-2024 06:56

    Hi Datta,

    You would need to check that the following About ports and services for your firewall and to make sure you are running the Network Assessment tool for the correct region.  I can see in your first screenshot shows that it is for the Germany region, so the org would need to be in EU-Central-1.

    If you are still unable to run the tool, I would raise a case with care who can check what's causing the issue



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

    Original Message


  • 5.  RE: Genesy Network Assessment Tool is not working
    Best Answer

    Posted 08-02-2024 03:34
    Edited by Samuel Jillard 08-14-2024 05:15

    I suggest contacting your IT Service Desk for assistance, as they will be familiar with the restrictions on both your network and desktop. This will help determine whether the issue is related to your desktop or network. Note that the Genesys Cloud Network Readiness Assessment Tool has a limitation: it only assesses up to port 32000. However, the requirement is now to evaluate up to port 65000 to accommodate the expanded RTP range (UDP/16384-65535) starting on October 28th. Hopefully, Genesys can update this.



    ------------------------------
    Paul Kendrick

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    Original Message


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