Genesys Cloud - Main

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

This is the first report of this kind that I can find. Are the impacted users doing anything else while these calls are going on? Viewing analytics, interacting with any integrations? Any time I hear of crashing in Windows especially I think of memory usage.

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

As a Credit Union, our users assist members over the phone with various needs. Some PCs are equipped with 15 GB of RAM, while others have 32 GB. On average, RAM usage is around 70%. Windows logs have not revealed any significant issues. Additionally, web client users and those who reverted to version 2.43.829 have not reported any problems.

 

 

Pat Johnson Process Solutions Assistant Manager Numerica Credit Union 509.343.7858 Life moves. Live well.™

 

CONFIDENTIALITY NOTICE: This e-mail message including attachments, if any, is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any unauthorized review, use, disclosure or distribution is prohibited if you are not the intended recipient, please contact the sender by e-mail and destroy all copies of the original message.

Original Message:
Sent: 8/20/2025 4:29:00 PM
From: Brian Dupuis
Subject: RE: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

This is the first report of this kind that I can find. Are the impacted users doing anything else while these calls are going on? Viewing analytics, interacting with any integrations? Any time I hear of crashing in Windows especially I think of memory usage.

------------------------------
Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI

Original Message:
Sent: 08-20-2025 11:07
From: Pat Johnson
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

#SystemAdministration
#Unsure/Other

------------------------------
Pat Johnson
Sr. Solutions Analyst
------------------------------

I get you, but unfortunately the amount of RAM installed on the machines has little to do with it... the memory available to the V8 javascript heap in the application is limited on Windows. Interesting data that it's limited to the newer version and reverting helps, so I suspect the memory sensitivity isn't in play. 

------------------------------
Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI
------------------------------

Original Message:
Sent: 08-20-2025 16:46
From: Pat Johnson
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

As a Credit Union, our users assist members over the phone with various needs. Some PCs are equipped with 15 GB of RAM, while others have 32 GB. On average, RAM usage is around 70%. Windows logs have not revealed any significant issues. Additionally, web client users and those who reverted to version 2.43.829 have not reported any problems.

 

 

Pat Johnson Process Solutions Assistant Manager Numerica Credit Union 509.343.7858 Life moves. Live well.™

 

CONFIDENTIALITY NOTICE: This e-mail message including attachments, if any, is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any unauthorized review, use, disclosure or distribution is prohibited if you are not the intended recipient, please contact the sender by e-mail and destroy all copies of the original message.

Original Message:
Sent: 8/20/2025 4:29:00 PM
From: Brian Dupuis
Subject: RE: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

This is the first report of this kind that I can find. Are the impacted users doing anything else while these calls are going on? Viewing analytics, interacting with any integrations? Any time I hear of crashing in Windows especially I think of memory usage.

------------------------------
Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI

Original Message:
Sent: 08-20-2025 11:07
From: Pat Johnson
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

#SystemAdministration
#unsure/Other

------------------------------
Pat Johnson
Sr. Solutions Analyst
------------------------------

Message: EventId: 1000, EventTime: 2025-08-20T21:09:49Z, Source: Application Error, Message: Faulting application name: GenesysCloud.exe, version: 2.44.848.0, time stamp: 0x68925e96 Faulting module name: KERNELBASE.dll, version: 10.0.26100.4946, time stamp: 0x40de7ee7 Exception code: 0xe0000008 Fault offset: 0x00160714 Faulting process id: 0x6384 Faulting application start time: 0x1DC112494E32CEA Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll Report Id: 19ee063a-e114-4f87-921c-bee2c3014ec5 Faulting package full name: Faulting package-relative application ID:

 

 

Pat Johnson Process Solutions Assistant Manager Numerica Credit Union 509.343.7858 Life moves. Live well.™

 

CONFIDENTIALITY NOTICE: This e-mail message including attachments, if any, is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any unauthorized review, use, disclosure or distribution is prohibited if you are not the intended recipient, please contact the sender by e-mail and destroy all copies of the original message.

I get you, but unfortunately the amount of RAM installed on the machines has little to do with it... the memory available to the V8 javascript heap in the application is limited on Windows. Interesting data that it's limited to the newer version and reverting helps, so I suspect the memory sensitivity isn't in play. 

------------------------------
Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI

Original Message:
Sent: 08-20-2025 16:46
From: Pat Johnson
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

As a Credit Union, our users assist members over the phone with various needs. Some PCs are equipped with 15 GB of RAM, while others have 32 GB. On average, RAM usage is around 70%. Windows logs have not revealed any significant issues. Additionally, web client users and those who reverted to version 2.43.829 have not reported any problems.

 

 

Pat Johnson Process Solutions Assistant Manager Numerica Credit Union 509.343.7858 Life moves. Live well.™

 

CONFIDENTIALITY NOTICE: This e-mail message including attachments, if any, is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any unauthorized review, use, disclosure or distribution is prohibited if you are not the intended recipient, please contact the sender by e-mail and destroy all copies of the original message.

Original Message:
Sent: 8/20/2025 4:29:00 PM
From: Brian Dupuis
Subject: RE: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

This is the first report of this kind that I can find. Are the impacted users doing anything else while these calls are going on? Viewing analytics, interacting with any integrations? Any time I hear of crashing in Windows especially I think of memory usage.

------------------------------
Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI

Original Message:
Sent: 08-20-2025 11:07
From: Pat Johnson
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

#SystemAdministration
#unsure/Other

------------------------------
Pat Johnson
Sr. Solutions Analyst
------------------------------

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

Pat, 

We have had this issue on and off for a while now but we have never been able to find a cause. 

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

We have moved most of our users to the web client.  We are still having new errors

TimeCreated      : 8/22/2025 2:01:07 PM
Id               : 1000
LevelDisplayName : Error
Message          : Faulting application name: GenesysCloud.exe, version: 2.44.848.0, time stamp: 0x68925e96
                   Faulting module name: libcef.dll, version: 138.0.17.0, time stamp: 0x6862375f
                   Exception code: 0xc0000005
                   Fault offset: 0x00f7d423
                   Faulting process id: 0x33E4
                   Faulting application start time: 0x1DC12AD5032A89D
                   Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
                   Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\cef\libcef.dll
                   Report Id: 9fd561aa-7f4d-4d26-a16e-271e4da911aa
                   Faulting package full name:
                   Faulting package-relative application ID:

Pat, 

We have had this issue on and off for a while now but we have never been able to find a cause. 

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

this one also.

We have moved most of our users to the web client.  We are still having new errors

TimeCreated      : 8/22/2025 2:01:07 PM
Id               : 1000
LevelDisplayName : Error
Message          : Faulting application name: GenesysCloud.exe, version: 2.44.848.0, time stamp: 0x68925e96
                   Faulting module name: libcef.dll, version: 138.0.17.0, time stamp: 0x6862375f
                   Exception code: 0xc0000005
                   Fault offset: 0x00f7d423
                   Faulting process id: 0x33E4
                   Faulting application start time: 0x1DC12AD5032A89D
                   Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
                   Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\cef\libcef.dll
                   Report Id: 9fd561aa-7f4d-4d26-a16e-271e4da911aa
                   Faulting package full name:
                   Faulting package-relative application ID:

Pat, 

We have had this issue on and off for a while now but we have never been able to find a cause. 

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

We have moved most of our users to the web client.  We are still having new errors

TimeCreated      : 8/22/2025 2:01:07 PM
Id               : 1000
LevelDisplayName : Error
Message          : Faulting application name: GenesysCloud.exe, version: 2.44.848.0, time stamp: 0x68925e96
                   Faulting module name: libcef.dll, version: 138.0.17.0, time stamp: 0x6862375f
                   Exception code: 0xc0000005
                   Fault offset: 0x00f7d423
                   Faulting process id: 0x33E4
                   Faulting application start time: 0x1DC12AD5032A89D
                   Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
                   Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\cef\libcef.dll
                   Report Id: 9fd561aa-7f4d-4d26-a16e-271e4da911aa
                   Faulting package full name:
                   Faulting package-relative application ID:

Pat, 

We have had this issue on and off for a while now but we have never been able to find a cause. 

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

Which Web browser are they using? Does it happen on Firefox?

We have moved most of our users to the web client.  We are still having new errors

TimeCreated      : 8/22/2025 2:01:07 PM
Id               : 1000
LevelDisplayName : Error
Message          : Faulting application name: GenesysCloud.exe, version: 2.44.848.0, time stamp: 0x68925e96
                   Faulting module name: libcef.dll, version: 138.0.17.0, time stamp: 0x6862375f
                   Exception code: 0xc0000005
                   Fault offset: 0x00f7d423
                   Faulting process id: 0x33E4
                   Faulting application start time: 0x1DC12AD5032A89D
                   Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
                   Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\cef\libcef.dll
                   Report Id: 9fd561aa-7f4d-4d26-a16e-271e4da911aa
                   Faulting package full name:
                   Faulting package-relative application ID:

Pat, 

We have had this issue on and off for a while now but we have never been able to find a cause. 

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

We're experiencing issues with the Genesys desktop application. Our users who are currently working are using Chrome and Edge browsers.

 

 

Pat Johnson Process Solutions Assistant Manager Numerica Credit Union 509.343.7858 Life moves. Live well.™

 

CONFIDENTIALITY NOTICE: This e-mail message including attachments, if any, is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any unauthorized review, use, disclosure or distribution is prohibited if you are not the intended recipient, please contact the sender by e-mail and destroy all copies of the original message.

Which Web browser are they using? Does it happen on Firefox?

We have moved most of our users to the web client.  We are still having new errors

TimeCreated      : 8/22/2025 2:01:07 PM
Id               : 1000
LevelDisplayName : Error
Message          : Faulting application name: GenesysCloud.exe, version: 2.44.848.0, time stamp: 0x68925e96
                   Faulting module name: libcef.dll, version: 138.0.17.0, time stamp: 0x6862375f
                   Exception code: 0xc0000005
                   Fault offset: 0x00f7d423
                   Faulting process id: 0x33E4
                   Faulting application start time: 0x1DC12AD5032A89D
                   Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
                   Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\cef\libcef.dll
                   Report Id: 9fd561aa-7f4d-4d26-a16e-271e4da911aa
                   Faulting package full name:
                   Faulting package-relative application ID:

Pat, 

We have had this issue on and off for a while now but we have never been able to find a cause. 

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

#SystemAdministration
#Unsure/Other

------------------------------
Pat Johnson
Sr. Solutions Analyst
------------------------------

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

We are not seeing any issues while on a call but are experiencing the desktop app closing just randomly throughout the day and also when the computer is locked. Users log back in and don't realize the app has closed. Started experiencing it in version 2.43.829 and thought it was fixed in 2.44.848 but after a week of using the latest version it came back. We do have a ticket open with our vendor. Not all users are seeing this.

Faulting application name: GenesysCloud.exe, version: 2.43.825.0, time stamp: 0x6849a362
Faulting module name: libcef.dll, version: 137.0.10.0, time stamp: 0x683a0cc2
Exception code: 0xc0000005
Fault offset: 0x082b20b4
Faulting process id: 0x0x4218
Faulting application start time: 0x0x1DBEB6D05893B8E
Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\libcef.dll
Report Id: 5590495a-58b7-4f94-8a8f-1f7b684ebd3e
Faulting package full name: 
Faulting package-relative application ID:

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

@Steph Voelker, Thank you for posting.
We've got a few hands on deck here as well, and so far, we're not seeing anything unusual on our network-similar to what others have mentioned in this thread. It's reassuring to know we're not alone in this.
We'll share any updates if we uncover anything. At this point, our vendor support ticket hasn't yielded any new information.

We are not seeing any issues while on a call but are experiencing the desktop app closing just randomly throughout the day and also when the computer is locked. Users log back in and don't realize the app has closed. Started experiencing it in version 2.43.829 and thought it was fixed in 2.44.848 but after a week of using the latest version it came back. We do have a ticket open with our vendor. Not all users are seeing this.

Faulting application name: GenesysCloud.exe, version: 2.43.825.0, time stamp: 0x6849a362
Faulting module name: libcef.dll, version: 137.0.10.0, time stamp: 0x683a0cc2
Exception code: 0xc0000005
Fault offset: 0x082b20b4
Faulting process id: 0x0x4218
Faulting application start time: 0x0x1DBEB6D05893B8E
Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\libcef.dll
Report Id: 5590495a-58b7-4f94-8a8f-1f7b684ebd3e
Faulting package full name: 
Faulting package-relative application ID:

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

I can see several Dev Support cases opened over the last few months with libcef.dll shown in the faulting module name info...make sure you have Support cases open with the crash logs submitted.

@Steph Voelker, Thank you for posting.
We've got a few hands on deck here as well, and so far, we're not seeing anything unusual on our network-similar to what others have mentioned in this thread. It's reassuring to know we're not alone in this.
We'll share any updates if we uncover anything. At this point, our vendor support ticket hasn't yielded any new information.

We are not seeing any issues while on a call but are experiencing the desktop app closing just randomly throughout the day and also when the computer is locked. Users log back in and don't realize the app has closed. Started experiencing it in version 2.43.829 and thought it was fixed in 2.44.848 but after a week of using the latest version it came back. We do have a ticket open with our vendor. Not all users are seeing this.

Faulting application name: GenesysCloud.exe, version: 2.43.825.0, time stamp: 0x6849a362
Faulting module name: libcef.dll, version: 137.0.10.0, time stamp: 0x683a0cc2
Exception code: 0xc0000005
Fault offset: 0x082b20b4
Faulting process id: 0x0x4218
Faulting application start time: 0x0x1DBEB6D05893B8E
Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\libcef.dll
Report Id: 5590495a-58b7-4f94-8a8f-1f7b684ebd3e
Faulting package full name: 
Faulting package-relative application ID:

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

We did find this post. 

https://community.genesys.com/discussion/net-crash-243829

I can see several Dev Support cases opened over the last few months with libcef.dll shown in the faulting module name info...make sure you have Support cases open with the crash logs submitted.

@Steph Voelker, Thank you for posting.
We've got a few hands on deck here as well, and so far, we're not seeing anything unusual on our network-similar to what others have mentioned in this thread. It's reassuring to know we're not alone in this.
We'll share any updates if we uncover anything. At this point, our vendor support ticket hasn't yielded any new information.

We are not seeing any issues while on a call but are experiencing the desktop app closing just randomly throughout the day and also when the computer is locked. Users log back in and don't realize the app has closed. Started experiencing it in version 2.43.829 and thought it was fixed in 2.44.848 but after a week of using the latest version it came back. We do have a ticket open with our vendor. Not all users are seeing this.

Faulting application name: GenesysCloud.exe, version: 2.43.825.0, time stamp: 0x6849a362
Faulting module name: libcef.dll, version: 137.0.10.0, time stamp: 0x683a0cc2
Exception code: 0xc0000005
Fault offset: 0x082b20b4
Faulting process id: 0x0x4218
Faulting application start time: 0x0x1DBEB6D05893B8E
Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\libcef.dll
Report Id: 5590495a-58b7-4f94-8a8f-1f7b684ebd3e
Faulting package full name: 
Faulting package-relative application ID:

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

While you're at it check the firewall to make sure all the IPs, Ports, domains required are getting through. We have had the same config for 6 years with Genesys phones and some of these are new to us, we added them and still seeing issues but seems to be getting better.  Thanks for the link above, I am following.

Ports and services for Genesys Cloud clients - Genesys Cloud Resource Center

Domains for the firewall allowlist - Genesys Cloud Resource Center

IP addresses for the firewall allowlist - Genesys Cloud Resource Center

And run the Genesys Cloud Network Readiness Assessment Tool.  

We did find this post. 

https://community.genesys.com/discussion/net-crash-243829

I can see several Dev Support cases opened over the last few months with libcef.dll shown in the faulting module name info...make sure you have Support cases open with the crash logs submitted.

@Steph Voelker, Thank you for posting.
We've got a few hands on deck here as well, and so far, we're not seeing anything unusual on our network-similar to what others have mentioned in this thread. It's reassuring to know we're not alone in this.
We'll share any updates if we uncover anything. At this point, our vendor support ticket hasn't yielded any new information.

We are not seeing any issues while on a call but are experiencing the desktop app closing just randomly throughout the day and also when the computer is locked. Users log back in and don't realize the app has closed. Started experiencing it in version 2.43.829 and thought it was fixed in 2.44.848 but after a week of using the latest version it came back. We do have a ticket open with our vendor. Not all users are seeing this.

Faulting application name: GenesysCloud.exe, version: 2.43.825.0, time stamp: 0x6849a362
Faulting module name: libcef.dll, version: 137.0.10.0, time stamp: 0x683a0cc2
Exception code: 0xc0000005
Fault offset: 0x082b20b4
Faulting process id: 0x0x4218
Faulting application start time: 0x0x1DBEB6D05893B8E
Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\libcef.dll
Report Id: 5590495a-58b7-4f94-8a8f-1f7b684ebd3e
Faulting package full name: 
Faulting package-relative application ID:

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

While you're at it check the firewall to make sure all the IPs, Ports, domains required are getting through. We have had the same config for 6 years with Genesys phones and some of these are new to us, we added them and still seeing issues but seems to be getting better.  Thanks for the link above, I am following.

Ports and services for Genesys Cloud clients - Genesys Cloud Resource Center

Domains for the firewall allowlist - Genesys Cloud Resource Center

IP addresses for the firewall allowlist - Genesys Cloud Resource Center

And run the Genesys Cloud Network Readiness Assessment Tool.  

We did find this post. 

https://community.genesys.com/discussion/net-crash-243829

I can see several Dev Support cases opened over the last few months with libcef.dll shown in the faulting module name info...make sure you have Support cases open with the crash logs submitted.

@Steph Voelker, Thank you for posting.
We've got a few hands on deck here as well, and so far, we're not seeing anything unusual on our network-similar to what others have mentioned in this thread. It's reassuring to know we're not alone in this.
We'll share any updates if we uncover anything. At this point, our vendor support ticket hasn't yielded any new information.

We are not seeing any issues while on a call but are experiencing the desktop app closing just randomly throughout the day and also when the computer is locked. Users log back in and don't realize the app has closed. Started experiencing it in version 2.43.829 and thought it was fixed in 2.44.848 but after a week of using the latest version it came back. We do have a ticket open with our vendor. Not all users are seeing this.

Faulting application name: GenesysCloud.exe, version: 2.43.825.0, time stamp: 0x6849a362
Faulting module name: libcef.dll, version: 137.0.10.0, time stamp: 0x683a0cc2
Exception code: 0xc0000005
Fault offset: 0x082b20b4
Faulting process id: 0x0x4218
Faulting application start time: 0x0x1DBEB6D05893B8E
Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\libcef.dll
Report Id: 5590495a-58b7-4f94-8a8f-1f7b684ebd3e
Faulting package full name: 
Faulting package-relative application ID:

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

We did find this post. 

https://community.genesys.com/discussion/net-crash-243829

I can see several Dev Support cases opened over the last few months with libcef.dll shown in the faulting module name info...make sure you have Support cases open with the crash logs submitted.

@Steph Voelker, Thank you for posting.
We've got a few hands on deck here as well, and so far, we're not seeing anything unusual on our network-similar to what others have mentioned in this thread. It's reassuring to know we're not alone in this.
We'll share any updates if we uncover anything. At this point, our vendor support ticket hasn't yielded any new information.

We are not seeing any issues while on a call but are experiencing the desktop app closing just randomly throughout the day and also when the computer is locked. Users log back in and don't realize the app has closed. Started experiencing it in version 2.43.829 and thought it was fixed in 2.44.848 but after a week of using the latest version it came back. We do have a ticket open with our vendor. Not all users are seeing this.

Faulting application name: GenesysCloud.exe, version: 2.43.825.0, time stamp: 0x6849a362
Faulting module name: libcef.dll, version: 137.0.10.0, time stamp: 0x683a0cc2
Exception code: 0xc0000005
Fault offset: 0x082b20b4
Faulting process id: 0x0x4218
Faulting application start time: 0x0x1DBEB6D05893B8E
Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\libcef.dll
Report Id: 5590495a-58b7-4f94-8a8f-1f7b684ebd3e
Faulting package full name: 
Faulting package-relative application ID:

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

I can see several Dev Support cases opened over the last few months with libcef.dll shown in the faulting module name info...make sure you have Support cases open with the crash logs submitted.

@Steph Voelker, Thank you for posting.
We've got a few hands on deck here as well, and so far, we're not seeing anything unusual on our network-similar to what others have mentioned in this thread. It's reassuring to know we're not alone in this.
We'll share any updates if we uncover anything. At this point, our vendor support ticket hasn't yielded any new information.

We are not seeing any issues while on a call but are experiencing the desktop app closing just randomly throughout the day and also when the computer is locked. Users log back in and don't realize the app has closed. Started experiencing it in version 2.43.829 and thought it was fixed in 2.44.848 but after a week of using the latest version it came back. We do have a ticket open with our vendor. Not all users are seeing this.

Faulting application name: GenesysCloud.exe, version: 2.43.825.0, time stamp: 0x6849a362
Faulting module name: libcef.dll, version: 137.0.10.0, time stamp: 0x683a0cc2
Exception code: 0xc0000005
Fault offset: 0x082b20b4
Faulting process id: 0x0x4218
Faulting application start time: 0x0x1DBEB6D05893B8E
Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\libcef.dll
Report Id: 5590495a-58b7-4f94-8a8f-1f7b684ebd3e
Faulting package full name: 
Faulting package-relative application ID:

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

Yes, the exceptions lead me to believe these are similar, memory-related issues. Jeff's post in another thread about memory is spot on.

The teams are aware of the issues. If you do have a case open, the biggest help would be identifying the types of use-cases the impacted users exercise, especially repetitively. Are they digital based, taking email interactions? Do they take calls inbound or outbound? Admins? Supervisors using analytics views? Any insights there can help pinpoint areas.

I can see several Dev Support cases opened over the last few months with libcef.dll shown in the faulting module name info...make sure you have Support cases open with the crash logs submitted.

@Steph Voelker, Thank you for posting.
We've got a few hands on deck here as well, and so far, we're not seeing anything unusual on our network-similar to what others have mentioned in this thread. It's reassuring to know we're not alone in this.
We'll share any updates if we uncover anything. At this point, our vendor support ticket hasn't yielded any new information.

We are not seeing any issues while on a call but are experiencing the desktop app closing just randomly throughout the day and also when the computer is locked. Users log back in and don't realize the app has closed. Started experiencing it in version 2.43.829 and thought it was fixed in 2.44.848 but after a week of using the latest version it came back. We do have a ticket open with our vendor. Not all users are seeing this.

Faulting application name: GenesysCloud.exe, version: 2.43.825.0, time stamp: 0x6849a362
Faulting module name: libcef.dll, version: 137.0.10.0, time stamp: 0x683a0cc2
Exception code: 0xc0000005
Fault offset: 0x082b20b4
Faulting process id: 0x0x4218
Faulting application start time: 0x0x1DBEB6D05893B8E
Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\libcef.dll
Report Id: 5590495a-58b7-4f94-8a8f-1f7b684ebd3e
Faulting package full name: 
Faulting package-relative application ID:

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

Our Genesys case is 0003836611.

Most users handle one interaction at a time across Voice, email, messages, and Auvious Video Messages with a basic script. The main issue affects inbound Voice calls from the queue or consult transfers to internal agents. We've also seen app crashes during off-hours on locked workstations without user activity.

Yes, the exceptions lead me to believe these are similar, memory-related issues. Jeff's post in another thread about memory is spot on.

The teams are aware of the issues. If you do have a case open, the biggest help would be identifying the types of use-cases the impacted users exercise, especially repetitively. Are they digital based, taking email interactions? Do they take calls inbound or outbound? Admins? Supervisors using analytics views? Any insights there can help pinpoint areas.

I can see several Dev Support cases opened over the last few months with libcef.dll shown in the faulting module name info...make sure you have Support cases open with the crash logs submitted.

@Steph Voelker, Thank you for posting.
We've got a few hands on deck here as well, and so far, we're not seeing anything unusual on our network-similar to what others have mentioned in this thread. It's reassuring to know we're not alone in this.
We'll share any updates if we uncover anything. At this point, our vendor support ticket hasn't yielded any new information.

We are not seeing any issues while on a call but are experiencing the desktop app closing just randomly throughout the day and also when the computer is locked. Users log back in and don't realize the app has closed. Started experiencing it in version 2.43.829 and thought it was fixed in 2.44.848 but after a week of using the latest version it came back. We do have a ticket open with our vendor. Not all users are seeing this.

Faulting application name: GenesysCloud.exe, version: 2.43.825.0, time stamp: 0x6849a362
Faulting module name: libcef.dll, version: 137.0.10.0, time stamp: 0x683a0cc2
Exception code: 0xc0000005
Fault offset: 0x082b20b4
Faulting process id: 0x0x4218
Faulting application start time: 0x0x1DBEB6D05893B8E
Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\libcef.dll
Report Id: 5590495a-58b7-4f94-8a8f-1f7b684ebd3e
Faulting package full name: 
Faulting package-relative application ID:

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

• Are you seeing similar behavior with this version?
  • Yes, we've been dealing with this issue for a few weeks. The desktop app freezes and drops the call. We had some users run Genesys in the web browser and reproduced the issue there as well. We've engaged our vendor and they have raised a case with Genesys.
• Have you found any workarounds or fixes that helped?
  • Genesys provided a time machine link which seems to resolve the issue. We tested v2.45 and still see crashes. We're now testing running an older version (v2.40) to see if it that resolves it.
• Any specific error messages or logs you've found useful?
  • In Windows Event Viewer > Application Logs we get event ID 1000 error: Application Crashing Event

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

• Are you seeing similar behavior with this version?
  • Yes, we've been dealing with this issue for a few weeks. The desktop app freezes and drops the call. We had some users run Genesys in the web browser and reproduced the issue there as well. We've engaged our vendor and they have raised a case with Genesys.
• Have you found any workarounds or fixes that helped?
  • Genesys provided a time machine link which seems to resolve the issue. We tested v2.45 and still see crashes. We're now testing running an older version (v2.40) to see if it that resolves it.
• Any specific error messages or logs you've found useful?
  • In Windows Event Viewer > Application Logs we get event ID 1000 error: Application Crashing Event

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

• Are you seeing similar behavior with this version?
  • Yes, we've been dealing with this issue for a few weeks. The desktop app freezes and drops the call. We had some users run Genesys in the web browser and reproduced the issue there as well. We've engaged our vendor and they have raised a case with Genesys.
• Have you found any workarounds or fixes that helped?
  • Genesys provided a time machine link which seems to resolve the issue. We tested v2.45 and still see crashes. We're now testing running an older version (v2.40) to see if it that resolves it.
• Any specific error messages or logs you've found useful?
  • In Windows Event Viewer > Application Logs we get event ID 1000 error: Application Crashing Event

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

Rolling back to v2.40 seems to have resolved the issue. I've asked our vendor to keep our case with Genesys open as this still needs to be resolved in future versions of the desktop app.

• Are you seeing similar behavior with this version?
  • Yes, we've been dealing with this issue for a few weeks. The desktop app freezes and drops the call. We had some users run Genesys in the web browser and reproduced the issue there as well. We've engaged our vendor and they have raised a case with Genesys.
• Have you found any workarounds or fixes that helped?
  • Genesys provided a time machine link which seems to resolve the issue. We tested v2.45 and still see crashes. We're now testing running an older version (v2.40) to see if it that resolves it.
• Any specific error messages or logs you've found useful?
  • In Windows Event Viewer > Application Logs we get event ID 1000 error: Application Crashing Event

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

Hi Everyone, 

I am glad to have found this thread after experiencing this with one agent for almost 2 months. I have also had 1 supervisor experience it intermittently. Today I had two more agents report this occurring over the past couple of weeks. I had one agent experience it this morning, most of them do have the app close/crash when on a call in the afternoon. We have been going back and forth with our internal IT team and TAC (TTEC support) going back and forth with Genesys with different ideas and suggestions. I have sent numerous logs and none of these points were brought to our attention, so I super appreciate all of your input.

I wanted to see if there was any headway anyone has experienced other than reverting back to older versions of Cloud? I saw some users on the Web version did not experience issues, but others did.

Thank you!

------------------------------
Dylan R
Systems Admin
Visions Federal Credit Union

Original Message:
Sent: 10-07-2025 11:05
From: Brady Speed
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Rolling back to v2.40 seems to have resolved the issue. I've asked our vendor to keep our case with Genesys open as this still needs to be resolved in future versions of the desktop app.

------------------------------
Brady
Seattle, USA

Original Message:
Sent: 10-01-2025 13:54
From: Brady Speed
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

• Are you seeing similar behavior with this version?
  • Yes, we've been dealing with this issue for a few weeks. The desktop app freezes and drops the call. We had some users run Genesys in the web browser and reproduced the issue there as well. We've engaged our vendor and they have raised a case with Genesys.
• Have you found any workarounds or fixes that helped?
  • Genesys provided a time machine link which seems to resolve the issue. We tested v2.45 and still see crashes. We're now testing running an older version (v2.40) to see if it that resolves it.
• Any specific error messages or logs you've found useful?
  • In Windows Event Viewer > Application Logs we get event ID 1000 error: Application Crashing Event

------------------------------
Brady
Seattle, USA

Original Message:
Sent: 08-20-2025 11:07
From: Pat Johnson
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

#SystemAdministration
#Unsure/Other

------------------------------
Pat Johnson
Sr. Solutions Analyst
------------------------------

We also have some users reporting a 'Call Error' indicating a WebRTC endpoint disconnect while using the browser. We're currently working to gather more details about the behavior.

Original Message:
Sent: 10-24-2025 16:35
From: Dylan Rockwell
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Hi Everyone, 

I am glad to have found this thread after experiencing this with one agent for almost 2 months. I have also had 1 supervisor experience it intermittently. Today I had two more agents report this occurring over the past couple of weeks. I had one agent experience it this morning, most of them do have the app close/crash when on a call in the afternoon. We have been going back and forth with our internal IT team and TAC (TTEC support) going back and forth with Genesys with different ideas and suggestions. I have sent numerous logs and none of these points were brought to our attention, so I super appreciate all of your input.

I wanted to see if there was any headway anyone has experienced other than reverting back to older versions of Cloud? I saw some users on the Web version did not experience issues, but others did.

Thank you!

------------------------------
Dylan R
Systems Admin
Visions Federal Credit Union

Original Message:
Sent: 10-07-2025 11:05
From: Brady Speed
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Rolling back to v2.40 seems to have resolved the issue. I've asked our vendor to keep our case with Genesys open as this still needs to be resolved in future versions of the desktop app.

------------------------------
Brady
Seattle, USA

Original Message:
Sent: 10-01-2025 13:54
From: Brady Speed
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

• Are you seeing similar behavior with this version?
  • Yes, we've been dealing with this issue for a few weeks. The desktop app freezes and drops the call. We had some users run Genesys in the web browser and reproduced the issue there as well. We've engaged our vendor and they have raised a case with Genesys.
• Have you found any workarounds or fixes that helped?
  • Genesys provided a time machine link which seems to resolve the issue. We tested v2.45 and still see crashes. We're now testing running an older version (v2.40) to see if it that resolves it.
• Any specific error messages or logs you've found useful?
  • In Windows Event Viewer > Application Logs we get event ID 1000 error: Application Crashing Event

------------------------------
Brady
Seattle, USA

Original Message:
Sent: 08-20-2025 11:07
From: Pat Johnson
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

#SystemAdministration
#Unsure/Other

------------------------------
Pat Johnson
Sr. Solutions Analyst
------------------------------

We are experiencing the same issue (both in Browser and Desktop App).

We captured some Wireshark traces and observed the following:This trace taken on a laptop shows that suddenly the laptop is not replying messages from Genesys (52.129.108.19).
The agent is using the browser.

We also managed to capture an ETL log, and at that same time we found this entry:

We can see that msedge.exe returns Status 0xC000009A, which according to Microsoft's documentation (MS-ERREF: NTSTATUS Values) corresponds to STATUS_INSUFFICIENT_RESOURCES.

This suggests there might be a buffering or resource allocation issue in the application.

------------------------------
Geert Kril
na

Original Message:
Sent: 10-24-2025 16:57
From: Pierre Mathurin
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

We also have some users reporting a 'Call Error' indicating a WebRTC endpoint disconnect while using the browser. We're currently working to gather more details about the behavior.

Original Message:
Sent: 10-24-2025 16:35
From: Dylan Rockwell
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Hi Everyone, 

I am glad to have found this thread after experiencing this with one agent for almost 2 months. I have also had 1 supervisor experience it intermittently. Today I had two more agents report this occurring over the past couple of weeks. I had one agent experience it this morning, most of them do have the app close/crash when on a call in the afternoon. We have been going back and forth with our internal IT team and TAC (TTEC support) going back and forth with Genesys with different ideas and suggestions. I have sent numerous logs and none of these points were brought to our attention, so I super appreciate all of your input.

I wanted to see if there was any headway anyone has experienced other than reverting back to older versions of Cloud? I saw some users on the Web version did not experience issues, but others did.

Thank you!

------------------------------
Dylan R
Systems Admin
Visions Federal Credit Union

Original Message:
Sent: 10-07-2025 11:05
From: Brady Speed
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Rolling back to v2.40 seems to have resolved the issue. I've asked our vendor to keep our case with Genesys open as this still needs to be resolved in future versions of the desktop app.

------------------------------
Brady
Seattle, USA

Original Message:
Sent: 10-01-2025 13:54
From: Brady Speed
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

• Are you seeing similar behavior with this version?
  • Yes, we've been dealing with this issue for a few weeks. The desktop app freezes and drops the call. We had some users run Genesys in the web browser and reproduced the issue there as well. We've engaged our vendor and they have raised a case with Genesys.
• Have you found any workarounds or fixes that helped?
  • Genesys provided a time machine link which seems to resolve the issue. We tested v2.45 and still see crashes. We're now testing running an older version (v2.40) to see if it that resolves it.
• Any specific error messages or logs you've found useful?
  • In Windows Event Viewer > Application Logs we get event ID 1000 error: Application Crashing Event

------------------------------
Brady
Seattle, USA

Original Message:
Sent: 08-20-2025 11:07
From: Pat Johnson
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

#SystemAdministration
#Unsure/Other

------------------------------
Pat Johnson
Sr. Solutions Analyst
------------------------------

Our Org deploys the Desktop app mainly via Patch my PC. We  have attempted to use Newest Version released 11-3-25. gave it about 24 hr for testing and we are seeing crashing on the latest app. 

the version we tried was 2.46.855

Running some tools we see GenesysCloud.exe app reliability sore of 17 and mean time between crashes is now down to 7 Hr and 27 min.

We have had to begin to look to go back to 7.4 so far that seems stable. 

What is the cause?

Why would this desktop app be so unstable if it is from my understanding the webpage wrapped in a container?

Who can we escalate this through. This app is causing our company some serious pain.

Jacob Neitling

We are experiencing the same issue (both in Browser and Desktop App).

We captured some Wireshark traces and observed the following:This trace taken on a laptop shows that suddenly the laptop is not replying messages from Genesys (52.129.108.19).
The agent is using the browser.

We also managed to capture an ETL log, and at that same time we found this entry:

We can see that msedge.exe returns Status 0xC000009A, which according to Microsoft's documentation (MS-ERREF: NTSTATUS Values) corresponds to STATUS_INSUFFICIENT_RESOURCES.

This suggests there might be a buffering or resource allocation issue in the application.

We also have some users reporting a 'Call Error' indicating a WebRTC endpoint disconnect while using the browser. We're currently working to gather more details about the behavior.

Original Message:
Sent: 10-24-2025 16:35
From: Dylan Rockwell
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Hi Everyone, 

I am glad to have found this thread after experiencing this with one agent for almost 2 months. I have also had 1 supervisor experience it intermittently. Today I had two more agents report this occurring over the past couple of weeks. I had one agent experience it this morning, most of them do have the app close/crash when on a call in the afternoon. We have been going back and forth with our internal IT team and TAC (TTEC support) going back and forth with Genesys with different ideas and suggestions. I have sent numerous logs and none of these points were brought to our attention, so I super appreciate all of your input.

I wanted to see if there was any headway anyone has experienced other than reverting back to older versions of Cloud? I saw some users on the Web version did not experience issues, but others did.

Thank you!

------------------------------
Dylan R
Systems Admin
Visions Federal Credit Union

Original Message:
Sent: 10-07-2025 11:05
From: Brady Speed
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Rolling back to v2.40 seems to have resolved the issue. I've asked our vendor to keep our case with Genesys open as this still needs to be resolved in future versions of the desktop app.

------------------------------
Brady
Seattle, USA

Original Message:
Sent: 10-01-2025 13:54
From: Brady Speed
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

• Are you seeing similar behavior with this version?
  • Yes, we've been dealing with this issue for a few weeks. The desktop app freezes and drops the call. We had some users run Genesys in the web browser and reproduced the issue there as well. We've engaged our vendor and they have raised a case with Genesys.
• Have you found any workarounds or fixes that helped?
  • Genesys provided a time machine link which seems to resolve the issue. We tested v2.45 and still see crashes. We're now testing running an older version (v2.40) to see if it that resolves it.
• Any specific error messages or logs you've found useful?
  • In Windows Event Viewer > Application Logs we get event ID 1000 error: Application Crashing Event

------------------------------
Brady
Seattle, USA

Original Message:
Sent: 08-20-2025 11:07
From: Pat Johnson
Subject: Desktop App v2.44.848.0 Crashing During Calls – Anyone Else Seeing This?

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

#SystemAdministration
#Unsure/Other

------------------------------
Pat Johnson
Sr. Solutions Analyst
------------------------------

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

It would be super helpful to have a pinned thread with updates direct from Genesys. Some of us have support through vendor partners and we're not privy to Genesys escalation details. Our leaderships confidence in Genesys is at an all time low. We have been testing 2.46 on a dozen agent workstations for approximately 4 hours. So far no issues reported, though Jacob's update is concerning.

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

We've installed the latest version 2.46.855 for some users as well, and they all have reported multiple refresh instances of the app which also drops their calls. 

It would be super helpful to have a pinned thread with updates direct from Genesys. Some of us have support through vendor partners and we're not privy to Genesys escalation details. Our leaderships confidence in Genesys is at an all time low. We have been testing 2.46 on a dozen agent workstations for approximately 4 hours. So far no issues reported, though Jacob's update is concerning.

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

We've noted in another thread that this is less a desktop issue than a memory issue on a constrained browser (which the Windows desktop essentially is). We're working toward being able to provide a 64-bit version of the desktop app which should provide more breathing room. We're also separately having teams look into their memory usage in the embedded web app.

We've installed the latest version 2.46.855 for some users as well, and they all have reported multiple refresh instances of the app which also drops their calls. 

It would be super helpful to have a pinned thread with updates direct from Genesys. Some of us have support through vendor partners and we're not privy to Genesys escalation details. Our leaderships confidence in Genesys is at an all time low. We have been testing 2.46 on a dozen agent workstations for approximately 4 hours. So far no issues reported, though Jacob's update is concerning.

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

Thank you for the response Brian. Understood. Our support partner informed me that 2.46 included a fix.

Previously we tested in Chrome and Edge browsers (v2.45 at the time) and agents experienced the same crash/refresh which resulted in dropped calls. We will run those tests again.

We've noted in another thread that this is less a desktop issue than a memory issue on a constrained browser (which the Windows desktop essentially is). We're working toward being able to provide a 64-bit version of the desktop app which should provide more breathing room. We're also separately having teams look into their memory usage in the embedded web app.

We've installed the latest version 2.46.855 for some users as well, and they all have reported multiple refresh instances of the app which also drops their calls. 

It would be super helpful to have a pinned thread with updates direct from Genesys. Some of us have support through vendor partners and we're not privy to Genesys escalation details. Our leaderships confidence in Genesys is at an all time low. We have been testing 2.46 on a dozen agent workstations for approximately 4 hours. So far no issues reported, though Jacob's update is concerning.

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

With the prevalence of reports of memory issues, we did our due diligence on memory usage and potential leaks on the desktop native side (which, to be honest, are minimal... it's a very minimal shell around a Chromium core), and identified a potential leak that was corrected in 2.46... but it is both minor and an edge case that likely never actually got exercised. So yes, we addressed something on the native side, but I did not realistically expect it to provide significant improvement.

Thank you for the response Brian. Understood. Our support partner informed me that 2.46 included a fix.

Previously we tested in Chrome and Edge browsers (v2.45 at the time) and agents experienced the same crash/refresh which resulted in dropped calls. We will run those tests again.

We've noted in another thread that this is less a desktop issue than a memory issue on a constrained browser (which the Windows desktop essentially is). We're working toward being able to provide a 64-bit version of the desktop app which should provide more breathing room. We're also separately having teams look into their memory usage in the embedded web app.

We've installed the latest version 2.46.855 for some users as well, and they all have reported multiple refresh instances of the app which also drops their calls. 

It would be super helpful to have a pinned thread with updates direct from Genesys. Some of us have support through vendor partners and we're not privy to Genesys escalation details. Our leaderships confidence in Genesys is at an all time low. We have been testing 2.46 on a dozen agent workstations for approximately 4 hours. So far no issues reported, though Jacob's update is concerning.

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!

Hi all,

Add us to the list of now experiencing the Desktop App randomly crashing. I've experienced it several times myself just today. We're using Windows version 2.46.855.0.

It happened to me most recently when navigating to Conversation Intelligence -> Quality Management -> Agent Checklists. I could see the various Quality Management options, but I was unable to select Agent Checklists (didn't have time) and then the App crashed.  Each time for me today, it looks like it was libcef.dll causing the problem or faulting.

Windows Event Viewer info:

Faulting application name: GenesysCloud.exe, version: 2.46.855.0, time stamp: 0x68fa260c
Faulting module name: libcef.dll, version: 141.0.6.0, time stamp: 0x68ed835d
Exception code: 0xc0000005
Fault offset: 0x03029f73
Faulting process id: 0x0x59A4
Faulting application start time: 0x0x1DC536167AE98AA
Faulting application path: C:\Program Files (x86)\Genesys\GenesysCloud\GenesysCloud.exe
Faulting module path: C:\Program Files (x86)\Genesys\GenesysCloud\cef\libcef.dll

Any new insights on what may be happening or if there is a workaround / known solution. 

Thanks!

With the prevalence of reports of memory issues, we did our due diligence on memory usage and potential leaks on the desktop native side (which, to be honest, are minimal... it's a very minimal shell around a Chromium core), and identified a potential leak that was corrected in 2.46... but it is both minor and an edge case that likely never actually got exercised. So yes, we addressed something on the native side, but I did not realistically expect it to provide significant improvement.

Thank you for the response Brian. Understood. Our support partner informed me that 2.46 included a fix.

Previously we tested in Chrome and Edge browsers (v2.45 at the time) and agents experienced the same crash/refresh which resulted in dropped calls. We will run those tests again.

We've noted in another thread that this is less a desktop issue than a memory issue on a constrained browser (which the Windows desktop essentially is). We're working toward being able to provide a 64-bit version of the desktop app which should provide more breathing room. We're also separately having teams look into their memory usage in the embedded web app.

We've installed the latest version 2.46.855 for some users as well, and they all have reported multiple refresh instances of the app which also drops their calls. 

It would be super helpful to have a pinned thread with updates direct from Genesys. Some of us have support through vendor partners and we're not privy to Genesys escalation details. Our leaderships confidence in Genesys is at an all time low. We have been testing 2.46 on a dozen agent workstations for approximately 4 hours. So far no issues reported, though Jacob's update is concerning.

Hi everyone,

We've noticed a significant number of users in our environment experiencing crashes during calls while using the Desktop app version 2.44.848.0. The issue appears to occur randomly and is impacting productivity.

We're currently investigating by reviewing Windows Event Logs to identify any patterns or faulting modules.

A few quick questions for the group:

• Are you seeing similar behavior with this version?
• Have you found any workarounds or fixes that helped?
• Any specific error messages or logs you've found useful?

We're in the process of rolling back to a previous version while we continue troubleshooting.

Thanks in advance for any insights!