Genesys Cloud - UI New Features

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  • 1.  Issues with Genesys Desktop App 2.48.900 and 2.48.901

    Posted 04-15-2026 03:03

    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
    ------------------------------


  • 2.  RE: Issues with Genesys Desktop App 2.48.900 and 2.48.901

    Posted 04-15-2026 07:46

    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



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------



  • 3.  RE: Issues with Genesys Desktop App 2.48.900 and 2.48.901

    Posted 04-16-2026 02:44

    Hi Stephan,

    Yes on all the logs bellow errors are common :

    Thanks



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

    Original Message


  • 4.  RE: Issues with Genesys Desktop App 2.48.900 and 2.48.901

    Posted 04-16-2026 03:19

    Hi Datta

    I notice in the logs it mentions Jabra event.  I found the following on the community where users are experiencing similar issues with Jabra on the new app version - https://community.genesys.com/discussion/jabra-headsets-with-genesys-desktop-app

    I would recommend having a look at this as Genesys is currently aware of the issue as well.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 5.  RE: Issues with Genesys Desktop App 2.48.900 and 2.48.901

    Posted 04-29-2026 11:14

    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.
    ------------------------------



  • 6.  RE: Issues with Genesys Desktop App 2.48.900 and 2.48.901

    Posted 04-30-2026 11:29
    Edited by Brian Dupuis 04-30-2026 11:36

    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
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    Original Message


  • 7.  RE: Issues with Genesys Desktop App 2.48.900 and 2.48.901

    Posted 04-30-2026 11:43

    Thank you for the tips, Brian. I will definitely give that a shot.



    ------------------------------
    Richard Mathurin
    Application Analyst



    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


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