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  • 1.  User Presence Issue

    Posted 2 days ago

    Since 07/08/2026, we have been experiencing issues with a group of users that cannot change their status in the Genesys UI.  When the users try to change their own status, they get an error message " Error Setting Presence".  When a supervisor or admin tries to change the user's status, the status immediately reverts to the stuck status. In both cases, there is a 409 error in the network logs to the /api/v2/users/{userId}/presences/purecloud api.

    We have a support case open and provided logs but they are focusing on "net::ERR_CONNECTION_RESET" for requests to https://ca.az.contentsquare.net/ which we have always blocked and for https://127.0.0.1:8191/gcbaId which is for Screen Recording which we don't use. 

    Are other customers experiencing issues with User Presence since last week?  The issue seems to be on the Genesys side and not related to any network connectivity, but we are struggling to get Genesys Support to dig into this issue.


    #API/Integrations
    #System/PlatformAdministration
    #WEM-Quality,WFM,Gamification,etc

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    Russell Clark
    Software Engineer - I/T
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  • 2.  RE: User Presence Issue

    Posted 2 days ago
    Based on what you've described, I agree that the 409 Conflict response on the /api/v2/users/{userId}/presences/purecloud endpoint seems to be the key point to investigate. The contentsquare and gcba errors don't appear to explain why the presence update itself is being rejected, especially if they have always been present in your environment.
     
    Since you already have a Customer Care case open, I'd recommend requesting an escalation to the team responsible for Presence so they can troubleshoot the issue together with you. The exact reason for the conflict should be visible on the backend.
     
    As an additional check, I'd verify whether the affected users have anything in common, such as the same integration controlling presence (if any), the same division, role, or routing configuration, and whether the issue affects only existing users or can also be reproduced with a newly created test user.


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    Raphael Poliesi
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  • 3.  RE: User Presence Issue

    Posted 2 days ago

    Hello Russell,

    I checked internally and I am not currently seeing any other customers with open cases experiencing this issue with the 409 error. It looks like our team is working on your case, 0004118824. I did see on our API Explorer page that a 409 error states the following:

    • 409 - The request conflicts with the current state of the target resource.

    I am going to keep an eye on your case internally to see what information we have from the investigation.



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    Jason Kleitz
    Online Community Manager/Moderator
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