Genesys Cloud - Main

This just started last week for us and so far I have only had three agents with this problem. They were working just fine on one day, and then the next day they get the error 'Failed to get media connection' and they can't take or make calls. This is only in the Chrome browser, the Edge browser works fine so they can swap to it. I clear their cache and browser history, make sure they have the current version, they reboot, etc etc. Nothing seems to immediately fix the issue in Chrome but later, it starts working again. Has anyone else experienced this and actually found the root cause? 

Hello, @Nettie B Roe.

It sounds like it may be related to a local browser or WebRTC connection issue, especially since it only happens in Chrome, and Edge works fine.

I would suggest running the Genesys Cloud WebRTC diagnostic for the affected users to check if there are any connectivity, firewall, microphone, or network-related issues showing up.

A few other things worth checking in Chrome:

• Make sure the microphone permission is allowed for Genesys Cloud.
• Check if Chrome is allowed to access other apps and services on the device.
• Disable Google Translate or any translation extensions, as they can sometimes interfere with Genesys Cloud/WebRTC behavior.
• Test in an Incognito window with extensions disabled.
• Confirm there are no Chrome security/privacy settings blocking media access.

Since clearing the cache, updating Chrome, and rebooting did not immediately fix it, I would focus on the WebRTC diagnostics and browser permissions/extensions first. The fact that it starts working again later also makes it feel like something local or browser-related rather than a general Genesys issue.

The similar cases that I've seen before were related to Chrome permissions or an outdated audio driver.

Arthur makes some great suggestions. I would recommend taking a look at the console and network logs for the agents affected during those time. It does sound like there may be some browser or network issues that are causing those issues.

Therer is also chrome://webrtc-internals/ that can provide a bit more information with regards to ICE process.