Hi,

Recently, increasing numbers of our users have been reporting that they're receiving a message: "Your session has become invalid – Your call will remain active, but you will not be able to take any actions (such as holding or muting), and once you press the "reload" button your call will drop".

Once this happens, and they try to do anything, they're redirected to the login page.

We're getting this for users of the Chrome extension, or just through the standard browser app.

Is anyone else experiencing this? I've tried all the simple things like clearing browser cache / cookies, general good practices, even tried giving people temporary passwords in case it was an SSO issue, but I can't see the cause.

I tried a ticket with Genesys Support but didn't really get anywhere because, even with "Preserve log upon navigation" enabled, the browser console / network logs are reset once it redirects them, and Support also wanted a screen recording (which essentially means recording 24/7 until it occurs).

Has anyone else had this, or have any ideas?

Thank you.

Hey James,

Are your agents currently using Persistent Connection? I'm currently looking into this, though the last time that I am seeing this error pop up was over 2 years ago.

Hi,

Recently, increasing numbers of our users have been reporting that they're receiving a message: "Your session has become invalid – Your call will remain active, but you will not be able to take any actions (such as holding or muting), and once you press the "reload" button your call will drop".

Once this happens, and they try to do anything, they're redirected to the login page.

We're getting this for users of the Chrome extension, or just through the standard browser app.

Is anyone else experiencing this? I've tried all the simple things like clearing browser cache / cookies, general good practices, even tried giving people temporary passwords in case it was an SSO issue, but I can't see the cause.

I tried a ticket with Genesys Support but didn't really get anywhere because, even with "Preserve log upon navigation" enabled, the browser console / network logs are reset once it redirects them, and Support also wanted a screen recording (which essentially means recording 24/7 until it occurs).

Has anyone else had this, or have any ideas?

Thank you.

Hi Jason, yes, they are using Persistent Connection.

Do you think that's something to check then? Disabling Persistent Connection for them ?

Hey James,

Are your agents currently using Persistent Connection? I'm currently looking into this, though the last time that I am seeing this error pop up was over 2 years ago.

Hi,

Recently, increasing numbers of our users have been reporting that they're receiving a message: "Your session has become invalid – Your call will remain active, but you will not be able to take any actions (such as holding or muting), and once you press the "reload" button your call will drop".

Once this happens, and they try to do anything, they're redirected to the login page.

We're getting this for users of the Chrome extension, or just through the standard browser app.

Is anyone else experiencing this? I've tried all the simple things like clearing browser cache / cookies, general good practices, even tried giving people temporary passwords in case it was an SSO issue, but I can't see the cause.

I tried a ticket with Genesys Support but didn't really get anywhere because, even with "Preserve log upon navigation" enabled, the browser console / network logs are reset once it redirects them, and Support also wanted a screen recording (which essentially means recording 24/7 until it occurs).

Has anyone else had this, or have any ideas?

Thank you.

Hi Jason, yes, they are using Persistent Connection.

Do you think that's something to check then? Disabling Persistent Connection for them ?

------------------------------
James Dunn
Telecoms Specialist

Original Message:
Sent: 03-06-2025 13:16
From: Jason Kleitz
Subject: "Your session has become invalid" error message & sign-out

Hey James,

Are your agents currently using Persistent Connection? I'm currently looking into this, though the last time that I am seeing this error pop up was over 2 years ago.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-06-2025 12:04
From: James Dunn
Subject: "Your session has become invalid" error message & sign-out

Hi,

Recently, increasing numbers of our users have been reporting that they're receiving a message: "Your session has become invalid – Your call will remain active, but you will not be able to take any actions (such as holding or muting), and once you press the "reload" button your call will drop".

Once this happens, and they try to do anything, they're redirected to the login page.

We're getting this for users of the Chrome extension, or just through the standard browser app.

Is anyone else experiencing this? I've tried all the simple things like clearing browser cache / cookies, general good practices, even tried giving people temporary passwords in case it was an SSO issue, but I can't see the cause.

I tried a ticket with Genesys Support but didn't really get anywhere because, even with "Preserve log upon navigation" enabled, the browser console / network logs are reset once it redirects them, and Support also wanted a screen recording (which essentially means recording 24/7 until it occurs).

Has anyone else had this, or have any ideas?

Thank you.

#Omni-ChannelDesktop/UserInterface

------------------------------
James Dunn
Telecoms Specialist
------------------------------

Hello James and Eric,

I was looking for something that matched this description but it was an outage that only affected a small subset of customers back in 2022. The fix was something that we implemented on the back end that resolved the issue back then.

As for your next steps, the right call would be to open a case with Customer Care. Please share your case numbers here and I can monitor the issue on my end as well.

To me it sounds like there is something causing the connection to drop out, which could indicate that there is something wrong with the agent's connection. Persistent Connection should fix that which is why this is a bit odd. I would recommend checking to make sure that Persistent Connection is running for a longer stretch of time and checking to make sure that all of the traffic to and from Genesys Cloud is whitelisted or bypassed. 

Hi Jason, yes, they are using Persistent Connection.

Do you think that's something to check then? Disabling Persistent Connection for them ?

Hey James,

Are your agents currently using Persistent Connection? I'm currently looking into this, though the last time that I am seeing this error pop up was over 2 years ago.

Hi,

Recently, increasing numbers of our users have been reporting that they're receiving a message: "Your session has become invalid – Your call will remain active, but you will not be able to take any actions (such as holding or muting), and once you press the "reload" button your call will drop".

Once this happens, and they try to do anything, they're redirected to the login page.

We're getting this for users of the Chrome extension, or just through the standard browser app.

Is anyone else experiencing this? I've tried all the simple things like clearing browser cache / cookies, general good practices, even tried giving people temporary passwords in case it was an SSO issue, but I can't see the cause.

I tried a ticket with Genesys Support but didn't really get anywhere because, even with "Preserve log upon navigation" enabled, the browser console / network logs are reset once it redirects them, and Support also wanted a screen recording (which essentially means recording 24/7 until it occurs).

Has anyone else had this, or have any ideas?

Thank you.

Thanks, Jason. I'll see if I can get the case number that our partner has open with Genesys.

The agent's connection is monitored via a 3rd party solution and isn't showing any connection drops at the time. I'm not seeing signs of connection problems with the various other tools our agents use such as teams, Genesy screen recordings and audio quality, mos scores, or CRM connection. So far, we're only seeing it in Genesys.  

In the meantime, do you have recommendations on timeout value for persistent connection?

We're currently trying the max value, but it doesn't seemed to have improved anything. It's a very difficult issue to get client logging for as we don't know who or when it's going to happen. Leaving network and console logging up and running too long starts to slow down the browser. We're a bit grasping at straws here trying to find something to fix it. 

Hello James and Eric,

I was looking for something that matched this description but it was an outage that only affected a small subset of customers back in 2022. The fix was something that we implemented on the back end that resolved the issue back then.

As for your next steps, the right call would be to open a case with Customer Care. Please share your case numbers here and I can monitor the issue on my end as well.

To me it sounds like there is something causing the connection to drop out, which could indicate that there is something wrong with the agent's connection. Persistent Connection should fix that which is why this is a bit odd. I would recommend checking to make sure that Persistent Connection is running for a longer stretch of time and checking to make sure that all of the traffic to and from Genesys Cloud is whitelisted or bypassed. 

Hi Jason, yes, they are using Persistent Connection.

Do you think that's something to check then? Disabling Persistent Connection for them ?

Hey James,

Are your agents currently using Persistent Connection? I'm currently looking into this, though the last time that I am seeing this error pop up was over 2 years ago.

Hi,

Recently, increasing numbers of our users have been reporting that they're receiving a message: "Your session has become invalid – Your call will remain active, but you will not be able to take any actions (such as holding or muting), and once you press the "reload" button your call will drop".

Once this happens, and they try to do anything, they're redirected to the login page.

We're getting this for users of the Chrome extension, or just through the standard browser app.

Is anyone else experiencing this? I've tried all the simple things like clearing browser cache / cookies, general good practices, even tried giving people temporary passwords in case it was an SSO issue, but I can't see the cause.

I tried a ticket with Genesys Support but didn't really get anywhere because, even with "Preserve log upon navigation" enabled, the browser console / network logs are reset once it redirects them, and Support also wanted a screen recording (which essentially means recording 24/7 until it occurs).

Has anyone else had this, or have any ideas?

Thank you.

Hey James,

Are your agents currently using Persistent Connection? I'm currently looking into this, though the last time that I am seeing this error pop up was over 2 years ago.

Hi,

Recently, increasing numbers of our users have been reporting that they're receiving a message: "Your session has become invalid – Your call will remain active, but you will not be able to take any actions (such as holding or muting), and once you press the "reload" button your call will drop".

Once this happens, and they try to do anything, they're redirected to the login page.

We're getting this for users of the Chrome extension, or just through the standard browser app.

Is anyone else experiencing this? I've tried all the simple things like clearing browser cache / cookies, general good practices, even tried giving people temporary passwords in case it was an SSO issue, but I can't see the cause.

I tried a ticket with Genesys Support but didn't really get anywhere because, even with "Preserve log upon navigation" enabled, the browser console / network logs are reset once it redirects them, and Support also wanted a screen recording (which essentially means recording 24/7 until it occurs).

Has anyone else had this, or have any ideas?

Thank you.

We are also experiencing the same issue as mentioned by James Dunn , Tried exactly all the recommended setting as same as James Dunn , Nothing helps and more and more advisors are complaining about the issue now . Importantly issue occurs when advisors are active and in call results in loosing the conversation.

Hey James,

Are your agents currently using Persistent Connection? I'm currently looking into this, though the last time that I am seeing this error pop up was over 2 years ago.

Hi,

Recently, increasing numbers of our users have been reporting that they're receiving a message: "Your session has become invalid – Your call will remain active, but you will not be able to take any actions (such as holding or muting), and once you press the "reload" button your call will drop".

Once this happens, and they try to do anything, they're redirected to the login page.

We're getting this for users of the Chrome extension, or just through the standard browser app.

Is anyone else experiencing this? I've tried all the simple things like clearing browser cache / cookies, general good practices, even tried giving people temporary passwords in case it was an SSO issue, but I can't see the cause.

I tried a ticket with Genesys Support but didn't really get anywhere because, even with "Preserve log upon navigation" enabled, the browser console / network logs are reset once it redirects them, and Support also wanted a screen recording (which essentially means recording 24/7 until it occurs).

Has anyone else had this, or have any ideas?

Thank you.