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page load error for Email and Message Interactions

  • 1.  page load error for Email and Message Interactions

    Posted 28 days ago

    Hello Community members,

    does anyone are facing page load errors like this. 

    this is happening for Email and Message interactions. we have accounts in .de and .ie regions and facing this error in both regions. 

    we started noticing this after recent UI updates from Genesys.

    @Matt Lawson do you hear this from any other community members or accounts ? we have raised Care ticket for this and no progress on this so far. 

    #UI #DigitalChannels 


    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Hanumantha Rao
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  • 2.  RE: page load error for Email and Message Interactions

    Posted 27 days ago

    Hello Hanumantha, 

    Can you please provide the care ticket number? I would like to track this internally. As for the issue the care team is going to be the best help as they can dig in more technically than we can on a public forum. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: page load error for Email and Message Interactions

    Posted 27 days ago

    Hi Cameron , case number is 0003610628. thank you !



    ------------------------------
    Hanumantha Rao
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  • 4.  RE: page load error for Email and Message Interactions

    Posted 27 days ago

    Thank you! I have found your case and will be able to track it internally. 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 5.  RE: page load error for Email and Message Interactions

    Posted 13 days ago

    Hi Cameron,

    This is also happening to us from around 2 months ago. Case number is: 0003612998

    Cheers!



    ------------------------------
    Armando Quevedo
    ------------------------------



  • 6.  RE: page load error for Email and Message Interactions

    Posted 20 days ago

    For one of our clients, we see this error while handling message interactions, & its quite frequent since the past two months.
    Did you find the fix for it?



    ------------------------------
    Foram Parikh
    ------------------------------



  • 7.  RE: page load error for Email and Message Interactions

    Posted 18 days ago

    Hello Foram, 

    This is still being worked on by our development team. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 8.  RE: page load error for Email and Message Interactions

    Posted 18 days ago
    Edited by Foram Parikh 15 days ago

    Dear @Cameron Tomlin

    Please note that our client is from EMEA UAE (mec1) region, utilizing the Genesys embedded framework within Microsoft Dynamics. They encounter this issue during nearly every alternate interaction, requiring them to click the reload option multiple times before the chat interaction fully loads.

    We have raised a case with Genesys Support and provided the necessary console and network logs; however, the responses have been somewhat inconclusive.

    Could you please confirm if this is an identified bug within the platform? Additionally, if it is, is there a way for us to track its progress so we can manage our client's expectations regarding a permanent fix?

    Thank you for your assistance.

    Cheers!



    ------------------------------
    Foram Parikh
    ------------------------------



  • 9.  RE: page load error for Email and Message Interactions

    Posted 14 days ago

    Hello Foram, 

    Taking a look into at our internal resources it looks like our dev team is working on a fix still. Do you happen to have a case number?

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 10.  RE: page load error for Email and Message Interactions

    Posted 14 days ago

    Hi Cameron ,

    The case number is 0003616605. 



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    Foram Parikh
    ------------------------------



  • 11.  RE: page load error for Email and Message Interactions

    Posted 9 days ago

    Dear @Cameron Tomlin,

    Could you please confirm whether the issue we're experiencing is an identified bug within the platform? If so, is there a way for us to track its progress? This would greatly assist us in managing our client's expectations regarding a permanent fix.

    Additionally, I would appreciate any updates you can provide regarding the status of the fix in the Genesys support case number 0003616605.

    Thanks



    ------------------------------
    Foram Parikh
    ------------------------------



  • 12.  RE: page load error for Email and Message Interactions

    Posted 8 days ago

    Hello Foram, 

    I have reviewed the case and the internal ticket and it looks like the support engineer provided an update. The has a tentative date of the 8th.

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 13.  RE: page load error for Email and Message Interactions

    Posted 4 days ago

    Hi Genesys team, just to let you know, our client is also experiencing the same "Sorry, something went wrong" page load errors, including the view for custom interaction widget app integration within multi-contextual panel, particularly with Email and Message interactions. It's happening frequently for us as well. 



    ------------------------------
    Orhun Sahin
    Software Development Engineer
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