PureEngage On-Premises

We see the below error codes in the chat server logs. Could some one explain what the error code    '8209'(error    'User was logged out') mean? Is there any place I can get the documentation for all the error codes and the meaning of each of them?

18:54:25.696 Trc 59221 output for conn_id=68:74302920+ : flex eventStatus (info)
    refId    '1'
    userId    ''
    secureKey    ''
    occurAt    '2016-01-04T18:54:25Z'
    requestResult    'ERROR'
    errorId    '8209'
    error    'User was logged out'

?
19:01:39.087 Trc 59221 output for conn_id=209:79239707+ : flex eventStatus (info)
    refId    '1'
    userId    ''
    secureKey    ''
    occurAt    '2016-01-04T19:01:39Z'
    requestResult    'ERROR'
    errorId    '8196'
    error    'No such user exists’ 
19:03:34.550 Trc 59221 output for conn_id=216:79099207+ : flex eventStatus (info)
    refId    '1'
    userId    '045A568ABFEC940F'
    secureKey    'ceab59942f82d94e'
    occurAt    '2016-01-04T19:03:34Z'
    requestResult    'ERROR'
    errorId    '8199'
    error    'No such session exists’ 

I see similar messages in my chat server logs. I couldn't find in the documentation what is causing it.

08:54:18.489 Trc 59221 output for conn_id=516:315229+ : flex eventStatus (info)
    refId    '1'
    userId    ''
    secureKey    ''
    occurAt    '2016-01-11T16:54:18Z'
    requestResult    'ERROR'
    errorId    '8196'
    error    'No such user exists'

A case was opened on ths issue.  For the benefit of the forum, I am posting the reply from the case:

All of the log messages (normal and errors) are documented in the eServices Log Events Help file, which can be found at the link posted below.   It's  .chm format, so you may need a .chm reader if you're on a Mac.   This .chm file covers all eServices components including Chat Server and WebAPI Server so it should be what you need.  

Link:     https://docs.genesys.com/Special:Repository/85fr_logevents-help.zip?id=c068fe1a-55a6-44e3-899d-8ee92365d64a

Additionally,   in the installation folder of applications there is a .lms file which contains all of the log events you would expect. 

Additional information on some of the messages you referred to in the description: 
 
Genesys error codes:
 
8201 , No such user in the session
 
This occurs in cases where a request comes from a third party, like PASK, for a chat session that doesn’t exist anymore
 
8209 , User was logged out
This indicates that the web side client was removed due to “inactivity” timeout (option “flex-disconnect-timeout”), however session is still running
 
flex-disconnect-timeout
Default Value: 300
Valid Values: Any positive integer between 1 and 86400
Changes Take Effect: Immediately
Specifies the timeout, in seconds, after which Chat Server disconnects an
inactive HTML chat client.
 
8210 , Bad secure key - 1606490
** Here is a brief definition:
 
reason code = '6' removed due to bad secure key
If flex chat client provided bad secure key – it will be immediately removed from session (for security reasons – to avoid hijacking the session).
 
Here is the following recommendation from Engineering:
 
After the Agent closes a chat session, the customer (web) side may continue to send usual pull-transcript request get back the reply with "lastPosition='0'". Since ChatServer does not have such session anymore - it starts session restoration. Session restoration will fail and the reply with reason will be sent back to back to the customer (WebAPI)
 
Recommendation: customer-faced web application must stop sending any requests (including pull-transcript request)
 
after receiving lastPosition='0'
error with any errorId - except 8211, 8198 or 8242 (in these three cases it make sense to try resending request again)


Thank you,
Roger Farr
Genesys Customer Care

Thanks for the information, Roger.