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

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

    Posted 20 days 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 20 days 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, 



    ------------------------------
    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 20 days 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.



    ------------------------------
    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
    Best Answer

    Posted 20 days 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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  • 5.  RE: Windows Desktop Client Crashes when Downloading an Email Attachment Since Updating to Ver 2.51.912.0

    Posted 19 days ago

    Many thanks for the update Roman!



    ------------------------------
    Andrew Smith
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    Original Message


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

    Posted 16 days ago

    Good Morning Roman, 

    Could you advise when the next version will be released?

    We would just like the date so we can advise our customers accordingly. 

    Kind Regards,

    Anthony Laurie



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    Anthony Laurie
    -
    ------------------------------

    Original Message


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

    Posted 16 days ago
    Edited by Roman Fokin 14 days ago

    Hello @Anthony Laurie, the update will be included in version 2.52.x. We need about two weeks to release it.



    ------------------------------
    Roman Fokin
    Sr. Software Engineer
    ------------------------------

    Original Message


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

    Posted 14 days ago
    Edited by Prakash Vadhyaphal 14 days ago

    Hi @Roman, we are experiencing the same issue in 2.51.916.0 desktop application version as well, can you please confirm the Genesys Application version this issue will be addressed in?

    Regards,

    Prakash Vadhyaphal



    ------------------------------
    Prakash Vadhyaphal
    NA
    ------------------------------

    Original Message


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

    Posted 14 days ago
    Edited by Roman Fokin 14 days ago

    Hi @Prakash, version 2.52.919 is currently under testing. You should see the "Desktop app version releases coming soon" this week.
    ------------------------------
    Roman Fokin
    Sr. Software Engineer
    ------------------------------

    Original Message


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

    Posted 9 days ago

    Hi @Roman Fokin, Any news about this release?



    ------------------------------
    Gunter Fischborn
    Voice Specialist
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    Original Message


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

    Posted 9 days ago

    Hi @Gunter Fischborn, see https://help.genesys.cloud/articles/desktop-app-version-releases-coming-soon/
    The fix is under "Fixed possible crash when download attachments"



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    Roman Fokin
    Sr. Software Engineer
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    Original Message


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

    Posted 14 days ago

    Hi John,

    Yes we've incurred the same following this release last week and have rolled back to 2.50.909.0 to address.

    Awaiting a fix from Genesys.

    Regards,



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    neil.jones@awaze.com
    ------------------------------



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

    Posted 13 days ago

    We have the same problem, but it's not just with downloading emails. For us, it also happens when downloading message attachments.



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    Gunter Fischborn
    Voice Specialist
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  • 14.  RE: Windows Desktop Client Crashes when Downloading an Email Attachment Since Updating to Ver 2.51.912.0

    Posted 13 days ago

    I can just confirm: it crashes when downloading any attachment.



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    Roman Fokin
    Sr. Software Engineer
    ------------------------------

    Original Message


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

    Posted 2 days ago

    Hi all, the new 2.52.919 update is live. Feel free to download it now.
    https://apps.mypurecloud.com/directory-windows/



    ------------------------------
    Roman Fokin
    Sr. Software Engineer
    ------------------------------

    Original Message


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