Genesys Cloud - UI New Features

Hello Folks,

I came across below community post and we as a customer also facing similar issues and more than what is listed there , though of checking here as well.

Genesys Cloud - UI New Features

In our case obviously the icon became a white paper icon but the major issue we have faced the answer button sometime becomes unclickable or it works but nothing happens. In most of the cases we have observed that when agent is trying to answer the call , agent is being push to not responding state just after 16 sec though the alert time is set as 30 sec.

For testing we have installed 2.47.870 , there we are not seeing this behavior, only we can see it in 2.48.XXX.

Anyone came across this issues and share the thoughts please ?

Thanks in Advance,

Rajdeep

Hi Datta

I have not personally seen this or experienced the issue.  I would suggest perhaps raising a case with Genesys support for this.  

Also, have you perhaps looked at the console or network logs when this issue occurs for any specific errors?

Regards

Hello Folks,

I came across below community post and we as a customer also facing similar issues and more than what is listed there , though of checking here as well.

Genesys Cloud - UI New Features

In our case obviously the icon became a white paper icon but the major issue we have faced the answer button sometime becomes unclickable or it works but nothing happens. In most of the cases we have observed that when agent is trying to answer the call , agent is being push to not responding state just after 16 sec though the alert time is set as 30 sec.

For testing we have installed 2.47.870 , there we are not seeing this behavior, only we can see it in 2.48.XXX.

Anyone came across this issues and share the thoughts please ?

Thanks in Advance,

Rajdeep

Hi Stephan,

Yes on all the logs bellow errors are common :

Thanks

Hi Datta

I have not personally seen this or experienced the issue.  I would suggest perhaps raising a case with Genesys support for this.  

Also, have you perhaps looked at the console or network logs when this issue occurs for any specific errors?

Regards

Hello Folks,

I came across below community post and we as a customer also facing similar issues and more than what is listed there , though of checking here as well.

Genesys Cloud - UI New Features

In our case obviously the icon became a white paper icon but the major issue we have faced the answer button sometime becomes unclickable or it works but nothing happens. In most of the cases we have observed that when agent is trying to answer the call , agent is being push to not responding state just after 16 sec though the alert time is set as 30 sec.

For testing we have installed 2.47.870 , there we are not seeing this behavior, only we can see it in 2.48.XXX.

Anyone came across this issues and share the thoughts please ?

Thanks in Advance,

Rajdeep

Hello Folks,

I came across below community post and we as a customer also facing similar issues and more than what is listed there , though of checking here as well.

Genesys Cloud - UI New Features

In our case obviously the icon became a white paper icon but the major issue we have faced the answer button sometime becomes unclickable or it works but nothing happens. In most of the cases we have observed that when agent is trying to answer the call , agent is being push to not responding state just after 16 sec though the alert time is set as 30 sec.

For testing we have installed 2.47.870 , there we are not seeing this behavior, only we can see it in 2.48.XXX.

Anyone came across this issues and share the thoughts please ?

Thanks in Advance,

Rajdeep

Hello,

Yes, we are seeing the same thing about the white paper for the icon. I have manually changed the icon for a couple of users but was curious why that was. 

Also, we are seeing the application crashing for some folks. I was hoping this would go away with the 64-bit application but apparently that is not the case. Still trying to figure out if it happens mid calls or not.

Regards

------------------------------
Richard Mathurin
Telephony Solutions Analyst
Numerica Credit Union
509.343.8133
Life moves. Live well.™




CONFIDENTIALITY NOTICE: This e-mail message including attachments, if any, is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any unauthorized review, use, disclosure or distribution is prohibited if you are not the intended recipient, please contact the sender by e-mail and destroy all copies of the original message.

Original Message:
Sent: 04-15-2026 03:03
From: Datta Rajdeep
Subject: Issues with Genesys Desktop App 2.48.900 and 2.48.901

Hello Folks,

I came across below community post and we as a customer also facing similar issues and more than what is listed there , though of checking here as well.

Genesys Cloud - UI New Features

In our case obviously the icon became a white paper icon but the major issue we have faced the answer button sometime becomes unclickable or it works but nothing happens. In most of the cases we have observed that when agent is trying to answer the call , agent is being push to not responding state just after 16 sec though the alert time is set as 30 sec.

For testing we have installed 2.47.870 , there we are not seeing this behavior, only we can see it in 2.48.XXX.

Anyone came across this issues and share the thoughts please ?

Thanks in Advance,

Rajdeep

------------------------------
Datta Rajdeep
------------------------------

That's an exception from within the Intel graphics chipset DLL. I'd suggest ensuring the drivers are up to date and checking for any issues with the graphics cards installed. I don't believe that's a desktop issue at its root.

EDIT: Seeing some internet reports of crashing with the 8509 version of those drivers which is what shows up in the crash reports, and a downgrade to 8331 fixing them. Might be worth a shot.

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

Original Message:
Sent: 04-29-2026 11:13
From: Pierre Mathurin
Subject: Issues with Genesys Desktop App 2.48.900 and 2.48.901

Hello,

Yes, we are seeing the same thing about the white paper for the icon. I have manually changed the icon for a couple of users but was curious why that was. 

Also, we are seeing the application crashing for some folks. I was hoping this would go away with the 64-bit application but apparently that is not the case. Still trying to figure out if it happens mid calls or not.

Regards

------------------------------
Richard Mathurin
Telephony Solutions Analyst
Numerica Credit Union
509.343.8133
Life moves. Live well.™




CONFIDENTIALITY NOTICE: This e-mail message including attachments, if any, is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any unauthorized review, use, disclosure or distribution is prohibited if you are not the intended recipient, please contact the sender by e-mail and destroy all copies of the original message.

Original Message:
Sent: 04-15-2026 03:03
From: Datta Rajdeep
Subject: Issues with Genesys Desktop App 2.48.900 and 2.48.901

Hello Folks,

I came across below community post and we as a customer also facing similar issues and more than what is listed there , though of checking here as well.

Genesys Cloud - UI New Features

In our case obviously the icon became a white paper icon but the major issue we have faced the answer button sometime becomes unclickable or it works but nothing happens. In most of the cases we have observed that when agent is trying to answer the call , agent is being push to not responding state just after 16 sec though the alert time is set as 30 sec.

For testing we have installed 2.47.870 , there we are not seeing this behavior, only we can see it in 2.48.XXX.

Anyone came across this issues and share the thoughts please ?

Thanks in Advance,

Rajdeep

------------------------------
Datta Rajdeep
------------------------------