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Hello Community,

We are in the process of setting-up Genesys Authenticated Web Messenger. Our OIDC provider is PING and we have managed to get it working to the extent that we get an authenticated web-message in Genesys. The messenger widget on the website works fine initially when it connects first-time, but then when the tokens expire, the process seems to get the new JWT tokens back from Genesys, but the messenger widget then endlessly runs in a loop displaying an error.

We are not sure what is causing this and have already raised a support ticket, but would like to know if anyone had faced similar issue.

I am attaching the flow that we think is failing and also the errors that we see.

Regards

Hi Vineet,

We didn't hear about similar issue on our plateform. We should investigate  how PING server is behave is such case

you mentionned you already opened a support case, it will help me investigate if you can share case number . 

regards

Hello Community,

We are in the process of setting-up Genesys Authenticated Web Messenger. Our OIDC provider is PING and we have managed to get it working to the extent that we get an authenticated web-message in Genesys. The messenger widget on the website works fine initially when it connects first-time, but then when the tokens expire, the process seems to get the new JWT tokens back from Genesys, but the messenger widget then endlessly runs in a loop displaying an error.

We are not sure what is causing this and have already raised a support ticket, but would like to know if anyone had faced similar issue.

I am attaching the flow that we think is failing and also the errors that we see.

Regards

Hi @Frederic Thomas, the support ticket number is 0003854550

Hi Vineet,

We didn't hear about similar issue on our plateform. We should investigate  how PING server is behave is such case

you mentionned you already opened a support case, it will help me investigate if you can share case number . 

regards

Hello Community,

We are in the process of setting-up Genesys Authenticated Web Messenger. Our OIDC provider is PING and we have managed to get it working to the extent that we get an authenticated web-message in Genesys. The messenger widget on the website works fine initially when it connects first-time, but then when the tokens expire, the process seems to get the new JWT tokens back from Genesys, but the messenger widget then endlessly runs in a loop displaying an error.

We are not sure what is causing this and have already raised a support ticket, but would like to know if anyone had faced similar issue.

I am attaching the flow that we think is failing and also the errors that we see.

Regards

Thanks ! 

I was able to quickly review log at the platform level. 
I have the impression the refresh token is not sent to service which make failed the command

May be something to fix at your Messenger integration with your web page 

https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/

feel free to update the case with more details and Messenger logs 

Hi @Frederic Thomas, the support ticket number is 0003854550

Hi Vineet,

We didn't hear about similar issue on our plateform. We should investigate  how PING server is behave is such case

you mentionned you already opened a support case, it will help me investigate if you can share case number . 

regards

Hello Community,

We are in the process of setting-up Genesys Authenticated Web Messenger. Our OIDC provider is PING and we have managed to get it working to the extent that we get an authenticated web-message in Genesys. The messenger widget on the website works fine initially when it connects first-time, but then when the tokens expire, the process seems to get the new JWT tokens back from Genesys, but the messenger widget then endlessly runs in a loop displaying an error.

We are not sure what is causing this and have already raised a support ticket, but would like to know if anyone had faced similar issue.

I am attaching the flow that we think is failing and also the errors that we see.

Regards

Thanks @Frederic Thomas.
As far as I understand from developers, and I have mentioned in the ticket too, we are using the same messengersdk and have followed the same steps mentioned on the link you provided, so not sure what we are missing here. Anything specific you can point at that we need to look at ?

Also can you elaborate on what you mean by "the refresh token is not sent to service", what service are you talking about. If you look at the flow diagram I have attached here and to the ticket, we seem to have done everything and get the initial JWT and connection is established but the refresh fails.

Regards

Thanks ! 

I was able to quickly review log at the platform level. 
I have the impression the refresh token is not sent to service which make failed the command

May be something to fix at your Messenger integration with your web page 

https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/

feel free to update the case with more details and Messenger logs 

Hi @Frederic Thomas, the support ticket number is 0003854550

Hi Vineet,

We didn't hear about similar issue on our plateform. We should investigate  how PING server is behave is such case

you mentionned you already opened a support case, it will help me investigate if you can share case number . 

regards

Hello Community,

We are in the process of setting-up Genesys Authenticated Web Messenger. Our OIDC provider is PING and we have managed to get it working to the extent that we get an authenticated web-message in Genesys. The messenger widget on the website works fine initially when it connects first-time, but then when the tokens expire, the process seems to get the new JWT tokens back from Genesys, but the messenger widget then endlessly runs in a loop displaying an error.

We are not sure what is causing this and have already raised a support ticket, but would like to know if anyone had faced similar issue.

I am attaching the flow that we think is failing and also the errors that we see.

Regards