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  • 1.  Has anyone seen issues after installing the newest version of the Windows Desktop Application ver 2.48.900?

    Posted 03-25-2026 15:52

    I have seen a few customer having issues after upgrading to this version and most of these issues get fixed by clearing the cache folder.
    We are wondering if the update process is not properly cleaning up after the upgrade?
    Just curious and hopefully something that is not being carried up on the next release.
    We recently got recommended to press CTRL+F5 to clear the cache but just want to ensure this is something the Genesys team is aware.



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    Roberto Rovelo
    Advanced System Engineer
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  • 2.  RE: Has anyone seen issues after installing the newest version of the Windows Desktop Application ver 2.48.900?

    Posted 03-26-2026 09:00

    I noticed that the taskbar icon for it looks like a blank sheet of paper instead of the Genesys logo. Did you see that, too, or is that unique to my setup somehow?



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    Dave Halderman
    Business Analyst
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  • 3.  RE: Has anyone seen issues after installing the newest version of the Windows Desktop Application ver 2.48.900?

    Posted 03-26-2026 13:45

    I did notice that too!



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    Roberto Rovelo
    Advanced System Engineer
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    Original Message


  • 4.  RE: Has anyone seen issues after installing the newest version of the Windows Desktop Application ver 2.48.900?

    Posted 03-26-2026 13:59

    I also noticed this, but it occurred after reinstalling the Genesys Cloud desktop application for Windows (64-bit) on an agent workstation (which previously used the 32-bit version of Genesys Cloud). I have the 32-bit version installed and up to date (version 2.48.900.0), and the icon is the original Genesys Cloud icon (and not a blank sheet of paper).



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    Yannick Guillou
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    Original Message


  • 5.  RE: Has anyone seen issues after installing the newest version of the Windows Desktop Application ver 2.48.900?

    Posted 03-26-2026 16:48

    Hi Dave,

    That appears to be from something in Windows when updating from the 32-bit version to the 64-bit version... the shortcut is still pointing at the 32-bit version which no longer exists. It's possible to fix manually but we hope to have a fix for it in the next release.



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


  • 6.  RE: Has anyone seen issues after installing the newest version of the Windows Desktop Application ver 2.48.900?

    Posted 03-26-2026 11:39

    Yes, I have multiple users who have reported that since after upgrading to this version (2.48.900), they have encountered several issues with the Windows desktop app client, for example:
    - Cannot pause or hang up a call
    - Timer status not accurate
    - etc.

    I was about to open up a ticket with Genesys Cloud to report this since it's happening for many agents.



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    Yannick Guillou
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  • 7.  RE: Has anyone seen issues after installing the newest version of the Windows Desktop Application ver 2.48.900?

    Posted 03-26-2026 13:54

    It seems that clearing the cache (press CTRL+F5) works for our customers, or, another practice is to completely delete the cache folder "C:\Users\USERNAME\AppData\Local\GenesysCLoud" has resolved.
    In any caseJust wanted to be sure Genesys was made aware of this.



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    Roberto Rovelo
    Advanced System Engineer
    ------------------------------

    Original Message


  • 8.  RE: Has anyone seen issues after installing the newest version of the Windows Desktop Application ver 2.48.900?

    Posted 03-26-2026 16:53

    Hi Yannick,

    I would certainly recommend a ticket. Roberto's "hard refresh" is also certainly worth a shot to clear out any potentially older content in the cache.



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

    Original Message


  • 9.  RE: Has anyone seen issues after installing the newest version of the Windows Desktop Application ver 2.48.900?

    Posted 03-26-2026 16:47

    Hi Roberto,

    For what it's worth, the installer has never "cleaned up" after updates. It's not something we do, nor is it generally required. If "issues" occur that are "fixed" by clearing the cache, that is pretty indicative of something cached that was causing issues and the recommendation would be to do precisely as you recommend. 



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