Agree with Joshua here. In fact, TEL-I-292 is simply a different idea, and might not help on the freezing at all. Please follow through a defect -- which is how this is categorized -- via support case.
We have been actively investigating on the issue, and have made very good internal progress. We seem to have located the offending code in Chromium, which is how they instruct to instantiate threads based on screen resolution and number of CPU cores. We are in contact with Chromium maintainers on a fix.
Again, we will provide more updates through the support case when we have more to share.
Original Message:
Sent: 01-12-2023 06:41
From: Joshua Haga
Subject: GC Desktop App / System Freezing
Hi Guidosteen,
While that idea is something that does need to be looked at from a bandwidth consumption perspective it does not appear to directly pertain to the CPU issue we are investigating. As I mentioned previously the appropriate path is to open a support case and ask that it be linked to the development support ticket SERVOPS-32848.
------------------------------
Joshua Haga
Genesys - Employees
Original Message:
Sent: 01-11-2023 21:37
From: Guidosteen Anthony
Subject: GC Desktop App / System Freezing
Hi Josh
Thanks for the update!
My Genesys Senior Customer Success Manager advised we should vote on this idea and that was disappointing so good to know the issue is being acknowledged as an issue by Genesys but there seems to be some confusion internally?
https://genesyscloud.ideas.aha.io/ideas/TEL-I-292
------------------------------
Anthony Guidosteen
City of Gold Coast
Original Message:
Sent: 01-03-2023 15:54
From: Joshua Haga
Subject: GC Desktop App / System Freezing
Hi Steve,
If you have an open case please have them link it to the development support ticket SERVOPS-32848. Development is aware of the issue and are able to reproduce both the issue and the work around provided by @Jeff Hoogkamer Current state of the investigation can be provided through your case.
For other customers if/when you have an open case and can validate that the work around does resolve the issue for you please also ask Genesys Product Support to link the issue to SERVOPS-32848.
If anyone had a case that was previously closed please mention that in any new cases created with product support along with the development support reference above.
------------------------------
Josh Haga
Director - Genesys Cloud CX Development Support
Original Message:
Sent: 12-19-2022 17:10
From: Steve Parsons
Subject: GC Desktop App / System Freezing
Hello Anthony,
No, no headway on our side. Genesys stopped responding to cases on this topic. We unfortunately had to disable CPU cores to get it to function as others state in this thread. So far, so good....but not how I wanted to resolve the problem.
------------------------------
Steve Parsons
BCD TRAVEL S.A.
Original Message:
Sent: 12-19-2022 16:59
From: Guidosteen Anthony
Subject: GC Desktop App / System Freezing
Has anyone made any progress with Genesys as we are replacing all our PC's in the next month or so I am very concerned about this risk as this issue has still not been resolved?
------------------------------
Anthony Guidosteen
City of Gold Coast
Original Message:
Sent: 10-26-2022 11:26
From: Josiah Bown
Subject: GC Desktop App / System Freezing
Hi Jeff,
I was able to successfully test this work around. Before making the change, the system I was working with froze 30 seconds into the second interaction. After the change, I was able to have 8 interactions being screen recorded without an issue. I tried it 3 times for about 10 minutes each and didn't have any issues.
Nice work finding this work around while we wait to hear of a solution from Genesys!
Thanks
------------------------------
Josiah Bown
Ohio's Hospice
Original Message:
Sent: 10-25-2022 00:50
From: Jeffrey Hoogkamer
Subject: GC Desktop App / System Freezing
Hi All,
I think I may have stumbled across a better workaround.
The machines that aren't experiencing issues all have a maximum of 8 logical processors / threads.
- i5-6500 - 4 cores, 4 threads (Desktop, 6th Gen)
- i7-6700 - 4 cores, 8 threads (Desktop, 6th Gen)
- i5-10310U - 4 cores, 8 threads (Laptop, 10th Gen)
- i5-1145G7 - 4 cores, 8 threads (Laptop, 11th Gen)
The machines that are experiencing the issues have greater than 8 logical processors / threads.
- i5-10500 - 6 cores, 12 threads (Desktop, 10th Gen)
So to try out the theory that the total number of threads is the issue, I first tried setting the affinity to the GenesysCloud.exe process to 8 threads (CPU's) but this didn't make any difference.
I then tried changing the overall Processor count through Windows msconfig.exe (under Boot > Advanced options)
Set the 'Number of Processors' to a maximum of 8
After applying and restarting the affected machine, it shows only 8 logical processors in Task Manager (instead of the 12 it was previously).
I was then able to have 7 interactions running at the same time, all with screen recording active, and there was no longer any issues with the CPU going to 100%.
I've done the testing three times now, and as long as I keep the thread/processor count to 8 or under, the issue doesn't reoccur.
So as far as I can tell, the Genesys Cloud desktop application and screen recording is currently only compatible with a maximum 8 logical processors / threads.
We are about to get new machines with 12th gen processors - and these all have at least 10 threads on both desktop and laptop devices - so we may have to consider reducing the processor count as a temporary workaround.
Hope this helps and would be curious to know if it works as a workaround for you too.
------------------------------
Jeff
Original Message:
Sent: 10-24-2022 13:25
From: Josiah Bown
Subject: GC Desktop App / System Freezing
The majority, if not all, of our machines are 10th gen. We opened a new building with 100 new machines that are 10th gen. We do have some remote offices, but I haven't been able to confirm their processors yet. I can recreate the issue at the remote offices, so I need to confirm their processors.
------------------------------
Josiah Bown
Ohio's Hospice
Original Message:
Sent: 10-24-2022 02:43
From: Jeffrey Hoogkamer
Subject: GC Desktop App / System Freezing
Hi All,
Just wondering if anyone is noticing issues on the 11th or 12th generation Intel processors?
It seems that only full desktop CPU's of our 10th gen fleet are experiencing the issue.
Laptops with 10th and 11th generation mobile CPU's don't experience the problem (at least we haven't been able to replicate).
Cheers,
------------------------------
Jeff
Original Message:
Sent: 09-06-2022 20:55
From: Steve Parsons
Subject: GC Desktop App / System Freezing
I thought a few of us posted similar scenarios. We are a Dell shop. Our older equipment has no issues. Only newer equipment in the past 3-5 months but not ALL of them. Maybe 20% having the problem.
------------------------------
Steve Parsons
BCD TRAVEL S.A.
Original Message:
Sent: 09-06-2022 20:25
From: Jeffrey Hoogkamer
Subject: GC Desktop App / System Freezing
What PC hardware is everyone using?
Something we've just come across - it seems that (mostly) only our new Lenovo M70 desktop machines are affected running Intel 10th Gen Core i5 processors.
Our older M900/910 running Intel 6th Gen Core i5 aren't showing any (or at least very, very few) issues with multiple interactions.
Both use the onboard Intel graphics, both have 8GB RAM - so maybe there is something with newer equipment?
------------------------------
Jeff
Original Message:
Sent: 09-06-2022 09:02
From: Steve Parsons
Subject: GC Desktop App / System Freezing
Same here on all counts. We did remove Outbound call recording to see if that alleviates the issue after disabling email interaction recording. Jury is still out on that one, it's only been a couple of days.....
Steve
Original Message:
Sent: 9/6/2022 8:53:00 AM
From: Josiah Bown
Subject: RE: GC Desktop App / System Freezing
Hi Jeff,
We are still experiencing this issue with multiple interactions that are screen recorded. We have disabled screen recording on email interactions and that helped. However, we do still have the issue if an agent makes a second call before completely ending the previous interaction.
We haven't heard anything from Genesys on a potential resolution to this issue. We have been trying to setup a meeting with Genesys to discuss but haven't had any luck.
Thanks
------------------------------
Josiah Bown
Ohio's Hospice
Original Message:
Sent: 09-05-2022 20:55
From: Jeffrey Hoogkamer
Subject: GC Desktop App / System Freezing
Hi All,
Just wondering how everyone is going with this issue?
We've just started experiencing this specific issue (freezing on multiple interactions) - usually whilst on an email and making a second outbound interaction (call or another email)
Looking at Task Manager and Genesys Cloud is just maxing out the CPU at 100% along with one of the processes showing 'Not Responding' - took about 5 minutes for it to clear itself.
So far it's been affecting only a few users consistently - but can't replicate it on demand.
Trying to capture logs has been difficult due to the application not responding either, but what I have been able to capture shows a possible issue at the API level for the screen recording session and the server responding with 409 (Conflict)
/platform/api/v2/recordings/screensessions/acknowledge:1 Failed to load resource: the server responded with a status of 409 (Conflict)
Cheers,
------------------------------
Jeff
Original Message:
Sent: 08-10-2022 08:36
From: Steve Parsons
Subject: GC Desktop App / System Freezing
Ours are 16gb as well. We are looking into graphics/display aspect and will report back.
Steve Parsons
Vice President, Information Technology | BCD Travel
Chicago, Illinois | United States
T +1 770 829 2969 x. 502969 | M +1 630 877 5150 | F +1 770 350 1415
Travel smart. Achieve more.
Original Message:
Sent: 8/10/2022 8:33:00 AM
From: Josiah Bown
Subject: RE: GC Desktop App / System Freezing
Most of our machines are 8gb RAM, however, I have been able to recreate the issue consistently on machines running 16 GB RAM.
------------------------------
Josiah Bown
Ohio's Hospice
Original Message:
Sent: 08-10-2022 06:40
From: James Dunn
Subject: GC Desktop App / System Freezing
We have found that 8gb RAM is not sufficient and have been going through the process of upgrading all our agent machines to 16gb.
------------------------------
James Dunn
Pitney Bowes Inc.
Original Message:
Sent: 08-09-2022 15:59
From: Christina Brooks
Subject: GC Desktop App / System Freezing
We are having the exact same issue. We moved over from PureConnect to Cloud late last year and have had reports of such freezing early into the Jan-March when an agent is presented with multiple interactions. We rolled out new devices for everyone and noticing it more on the newer devices then the older computers that were running fine with our pure connect software.
Processor 1x 10th Generation Intel® Core™ i5-10400T Processor(Core i5-10400T)
Memory 1x 8GB DDR4 3200
Hard Drive 1x 256GB PCIeNVMe
Graphics 1x
Would love to know the resolution to this as we are running the desktop instance in aws workspaces that are not experiencing these same lags.
------------------------------
Christina Brooks
TLS Connecting Voices
Original Message:
Sent: 04-27-2022 08:51
From: Steve Parsons
Subject: GC Desktop App / System Freezing
Hello!
We're starting to receive complaints about Windows systems freezing if an agent has an active email interaction and a voice call is delivered. Unsure if this is a recent Microsoft patch or something GC related at this point. The only common denominator is that these are new agents hired on board. Very possible it's a Windows issue, but curious to know if others are or have experienced the same. We're slowly deploying the updated GC desktop app, but we're seeing this issue on last release as well as new release.
On the new version of GC Desktop App, we see CPU utilization at 27-30% and 1GB of memory utilization when an agent has a voice and email interaction at the same time. If we drop the voice call, CPU drops down to <10% and memory hovers around 730mb. Still working to determine if it's a system instability problem or application related. Most systems are 3 yrs old, 8GB of memory and Core i5 - i7 CPU's.
Only Email:
Email and Voice:
Thanks for any thoughts/suggestions!
#Unsure/Other
------------------------------
Steve Parsons
BCD TRAVEL S.A.
------------------------------