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  • 1.  Windows Desktop Client Crashes when Downloading an Email Attachment Since Updating to Ver 2.51.912.0

    Posted 4 hours ago

    Hi All,

    Just curious to see if anyone else is experiencing this issue since the last Desktop Client software update to version 2.51.912.0. I have been able to replicate the issue myself consistently and have collected a log file of the failure to send when I open up a Genesys support ticket today.

    Problem: Since the most recent desktop client all our users are experiencing a consistent desktop client program crash in Windows (Genesys process disappears in the Windows task manager) whenever they select an attachment and download in an ACD email interaction assigned to them. The attachment does actually download successfully to the agent's download folder but the the desktop client hard crashes. Starting the desktop client app again allows the agent to get logged back in to the agent workspace without providing log in credentials or MFA.


    #Omni-ChannelDesktop/UserInterface

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    John Greer
    Genesys System Administrator
    Smiths Detection Inc.
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  • 2.  RE: Windows Desktop Client Crashes when Downloading an Email Attachment Since Updating to Ver 2.51.912.0

    Posted 3 hours ago

    Hello John, 

    Opening a ticket with support is definitely the step in the right direction.  This is not how the desktop client is supposed to work. They will have to dig into the logs and such to see what is causing the crash errors and can provide a more detailed analysis more so than we can do here in the public community. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Windows Desktop Client Crashes when Downloading an Email Attachment Since Updating to Ver 2.51.912.0

    Posted 2 hours ago

    Hi John,

    Yes, this is something we have encountered this week too and have reported to our third-party support provider.  I believe that, despite the negative effect seen with the Genesys application, that the downloaded file will appear in the user's Windows 'Download' folder.



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    Andrew Smith
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  • 4.  RE: Windows Desktop Client Crashes when Downloading an Email Attachment Since Updating to Ver 2.51.912.0

    Posted 45 seconds ago

    Thanks for the report. This was an issue in the version of the Chromium Embedded Framework included in version 2.51.912 that has since been addressed, so the next version of the desktop application will no longer have the issue



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    Roman Fokin
    Sr. Software Engineer
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