Genesys Cloud - Main

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 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 Jason, yes, they are using Persistent Connection.

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

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James Dunn
Telecoms Specialist
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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

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.

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.

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.

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.

Hello,

I was looking at some similar cases where this was happening and it looks like it was caused by a cloud proxy interfering with the Genesys Cloud traffic. As a reminder, make sure that all of the traffic to and from Genesys Cloud is whitelisted or bypassed.

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 Everyone, 

We're doing a new deployment and are experiencing this issue as well. We have whitelisted/bypassed all listed Genesys recommended ports and IP Ranges. We have Chrome memory saver turned off, have all Genesys URL's set to not be put to sleep by Chrome. 

Can you confirm what those should be with the new CIDR expansion? When does the Genesys session Token expire? 24h?

Hello,

I was looking at some similar cases where this was happening and it looks like it was caused by a cloud proxy interfering with the Genesys Cloud traffic. As a reminder, make sure that all of the traffic to and from Genesys Cloud is whitelisted or bypassed.

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.

Have you resolved this issue?

If you are using Azure AD SAML SSO the resolution provided to this is to remove any entry value to the Optional parameter LogoutUrl.

I don't know what Microsoft has released in its latest OS patch management but since removing the value this "Your session has become invalid" has stopped occurring. 

Hope this helps

Hi Everyone, 

We're doing a new deployment and are experiencing this issue as well. We have whitelisted/bypassed all listed Genesys recommended ports and IP Ranges. We have Chrome memory saver turned off, have all Genesys URL's set to not be put to sleep by Chrome. 

Can you confirm what those should be with the new CIDR expansion? When does the Genesys session Token expire? 24h?

Hello,

I was looking at some similar cases where this was happening and it looks like it was caused by a cloud proxy interfering with the Genesys Cloud traffic. As a reminder, make sure that all of the traffic to and from Genesys Cloud is whitelisted or bypassed.

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 all,

We are experiencing the same issue with a new deployment. We are using Azure AD SSO also. We notice this stops occurring when we manually log in. 

As previously mentioned we would like to try removing any value from Optional parameter LogoutUrl. Any justification as to why this may cause issues?

Is this a known issue?

Thank you,

Rob

Have you resolved this issue?

If you are using Azure AD SAML SSO the resolution provided to this is to remove any entry value to the Optional parameter LogoutUrl.

I don't know what Microsoft has released in its latest OS patch management but since removing the value this "Your session has become invalid" has stopped occurring. 

Hope this helps

Hi Everyone, 

We're doing a new deployment and are experiencing this issue as well. We have whitelisted/bypassed all listed Genesys recommended ports and IP Ranges. We have Chrome memory saver turned off, have all Genesys URL's set to not be put to sleep by Chrome. 

Can you confirm what those should be with the new CIDR expansion? When does the Genesys session Token expire? 24h?

Hello,

I was looking at some similar cases where this was happening and it looks like it was caused by a cloud proxy interfering with the Genesys Cloud traffic. As a reminder, make sure that all of the traffic to and from Genesys Cloud is whitelisted or bypassed.

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 RC ,

Probably i could try to share  some tips based on our experience which helped us to solve the issue .

1. If you are using Z scalar - Bypass Genesys traffic
2. Enable Persistence 
3. Increase IDP Timeout - If you are using Genesys authentication for the widgets 

In addition please make sure you enable "Never sleep" in your browser settings for Genesys URL

Hi all,

We are experiencing the same issue with a new deployment. We are using Azure AD SSO also. We notice this stops occurring when we manually log in. 

As previously mentioned we would like to try removing any value from Optional parameter LogoutUrl. Any justification as to why this may cause issues?

Is this a known issue?

Thank you,

Rob

Have you resolved this issue?

If you are using Azure AD SAML SSO the resolution provided to this is to remove any entry value to the Optional parameter LogoutUrl.

I don't know what Microsoft has released in its latest OS patch management but since removing the value this "Your session has become invalid" has stopped occurring. 

Hope this helps

Hi Everyone, 

We're doing a new deployment and are experiencing this issue as well. We have whitelisted/bypassed all listed Genesys recommended ports and IP Ranges. We have Chrome memory saver turned off, have all Genesys URL's set to not be put to sleep by Chrome. 

Can you confirm what those should be with the new CIDR expansion? When does the Genesys session Token expire? 24h?

Hello,

I was looking at some similar cases where this was happening and it looks like it was caused by a cloud proxy interfering with the Genesys Cloud traffic. As a reminder, make sure that all of the traffic to and from Genesys Cloud is whitelisted or bypassed.

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 all,

We are experiencing the same issue with a new deployment. We are using Azure AD SSO also. We notice this stops occurring when we manually log in. 

As previously mentioned we would like to try removing any value from Optional parameter LogoutUrl. Any justification as to why this may cause issues?

Is this a known issue?

Thank you,

Rob

Have you resolved this issue?

If you are using Azure AD SAML SSO the resolution provided to this is to remove any entry value to the Optional parameter LogoutUrl.

I don't know what Microsoft has released in its latest OS patch management but since removing the value this "Your session has become invalid" has stopped occurring. 

Hope this helps

Hi Everyone, 

We're doing a new deployment and are experiencing this issue as well. We have whitelisted/bypassed all listed Genesys recommended ports and IP Ranges. We have Chrome memory saver turned off, have all Genesys URL's set to not be put to sleep by Chrome. 

Can you confirm what those should be with the new CIDR expansion? When does the Genesys session Token expire? 24h?

Hello,

I was looking at some similar cases where this was happening and it looks like it was caused by a cloud proxy interfering with the Genesys Cloud traffic. As a reminder, make sure that all of the traffic to and from Genesys Cloud is whitelisted or bypassed.

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.