Genesys Cloud - Main

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

Sam, Thank you for providing this context. Can the resource center article be updated to include that information? The way that I read the article made it seem as though we would be receiving an email with the log. 

Thanks!

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-05-2025 09:48
From: Tyler Merk
Subject: On Demand Log Capture

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

#SystemAdministration

------------------------------
Tyler Mattingly
BSMH
------------------------------

We've been testing this new feature in a few different orgs and it appears as though the download feature isn't working for On Demand logs. When selecting the download button, the error "No log entries have been captured yet" displays. There is a corresponding 404 error in the browser console logs. Downloading scheduled logs works ok.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 10:51
From: Samuel Jillard
Subject: On Demand Log Capture

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-05-2025 09:48
From: Tyler Merk
Subject: On Demand Log Capture

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

#SystemAdministration

------------------------------
Tyler Mattingly
BSMH
------------------------------

We are also experiencing an issue with download for On Demand log capture.

Scheduled log captures download without issue.

On Demand logs are viewable but we cannot download. We need to be able to download On Demand logs to add them to support cases.

Is there a solution for this?

We've been testing this new feature in a few different orgs and it appears as though the download feature isn't working for On Demand logs. When selecting the download button, the error "No log entries have been captured yet" displays. There is a corresponding 404 error in the browser console logs. Downloading scheduled logs works ok.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 10:51
From: Samuel Jillard
Subject: On Demand Log Capture

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-05-2025 09:48
From: Tyler Merk
Subject: On Demand Log Capture

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

#SystemAdministration

------------------------------
Tyler Mattingly
BSMH
------------------------------

We've been testing this new feature in a few different orgs and it appears as though the download feature isn't working for On Demand logs. When selecting the download button, the error "No log entries have been captured yet" displays. There is a corresponding 404 error in the browser console logs. Downloading scheduled logs works ok.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 10:51
From: Samuel Jillard
Subject: On Demand Log Capture

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-05-2025 09:48
From: Tyler Merk
Subject: On Demand Log Capture

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

#SystemAdministration

------------------------------
Tyler Mattingly
BSMH
------------------------------

We've been testing this new feature in a few different orgs and it appears as though the download feature isn't working for On Demand logs. When selecting the download button, the error "No log entries have been captured yet" displays. There is a corresponding 404 error in the browser console logs. Downloading scheduled logs works ok.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 10:51
From: Samuel Jillard
Subject: On Demand Log Capture

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-05-2025 09:48
From: Tyler Merk
Subject: On Demand Log Capture

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

#SystemAdministration

------------------------------
Tyler Mattingly
BSMH
------------------------------

The download function for on demand logs appears to be working in all of our orgs now.

We've been testing this new feature in a few different orgs and it appears as though the download feature isn't working for On Demand logs. When selecting the download button, the error "No log entries have been captured yet" displays. There is a corresponding 404 error in the browser console logs. Downloading scheduled logs works ok.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 10:51
From: Samuel Jillard
Subject: On Demand Log Capture

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-05-2025 09:48
From: Tyler Merk
Subject: On Demand Log Capture

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

#SystemAdministration

------------------------------
Tyler Mattingly
BSMH
------------------------------

@Adam Long

Do you know if this was fixed as part of a release done this week?

What region are you? Download for on demand is still not working for us. We are in FedRAMP region, new releases for this region usually don' t hit until Thursday.

The download function for on demand logs appears to be working in all of our orgs now.

We've been testing this new feature in a few different orgs and it appears as though the download feature isn't working for On Demand logs. When selecting the download button, the error "No log entries have been captured yet" displays. There is a corresponding 404 error in the browser console logs. Downloading scheduled logs works ok.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 10:51
From: Samuel Jillard
Subject: On Demand Log Capture

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-05-2025 09:48
From: Tyler Merk
Subject: On Demand Log Capture

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

#SystemAdministration

------------------------------
Tyler Mattingly
BSMH
------------------------------

I'm in the APSE2 region. Our releases are on Wednesday morning and it was working when we checked this morning. We also had a case logged with Customer Care where they confirmed they were aware of the issue and working on a fix.

@Adam Long

Do you know if this was fixed as part of a release done this week?

What region are you? Download for on demand is still not working for us. We are in FedRAMP region, new releases for this region usually don' t hit until Thursday.

The download function for on demand logs appears to be working in all of our orgs now.

We've been testing this new feature in a few different orgs and it appears as though the download feature isn't working for On Demand logs. When selecting the download button, the error "No log entries have been captured yet" displays. There is a corresponding 404 error in the browser console logs. Downloading scheduled logs works ok.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 10:51
From: Samuel Jillard
Subject: On Demand Log Capture

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-05-2025 09:48
From: Tyler Merk
Subject: On Demand Log Capture

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

#SystemAdministration

------------------------------
Tyler Mattingly
BSMH
------------------------------

I just checked and it is still not working for us. We also have a support case open but have had no updates.

I'm in the APSE2 region. Our releases are on Wednesday morning and it was working when we checked this morning. We also had a case logged with Customer Care where they confirmed they were aware of the issue and working on a fix.

@Adam Long

Do you know if this was fixed as part of a release done this week?

What region are you? Download for on demand is still not working for us. We are in FedRAMP region, new releases for this region usually don' t hit until Thursday.

The download function for on demand logs appears to be working in all of our orgs now.

We've been testing this new feature in a few different orgs and it appears as though the download feature isn't working for On Demand logs. When selecting the download button, the error "No log entries have been captured yet" displays. There is a corresponding 404 error in the browser console logs. Downloading scheduled logs works ok.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 10:51
From: Samuel Jillard
Subject: On Demand Log Capture

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-05-2025 09:48
From: Tyler Merk
Subject: On Demand Log Capture

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

#SystemAdministration

------------------------------
Tyler Mattingly
BSMH
------------------------------

I have just seen that the fix for this is in the process of being rolled out.  It is being done region by region

I just checked and it is still not working for us. We also have a support case open but have had no updates.

I'm in the APSE2 region. Our releases are on Wednesday morning and it was working when we checked this morning. We also had a case logged with Customer Care where they confirmed they were aware of the issue and working on a fix.

@Adam Long

Do you know if this was fixed as part of a release done this week?

What region are you? Download for on demand is still not working for us. We are in FedRAMP region, new releases for this region usually don' t hit until Thursday.

The download function for on demand logs appears to be working in all of our orgs now.

We've been testing this new feature in a few different orgs and it appears as though the download feature isn't working for On Demand logs. When selecting the download button, the error "No log entries have been captured yet" displays. There is a corresponding 404 error in the browser console logs. Downloading scheduled logs works ok.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 10:51
From: Samuel Jillard
Subject: On Demand Log Capture

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-05-2025 09:48
From: Tyler Merk
Subject: On Demand Log Capture

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

#SystemAdministration

------------------------------
Tyler Mattingly
BSMH
------------------------------

@Samuel Jillard Do you know when this will be rolled out to FedRAMP region?

I have just seen that the fix for this is in the process of being rolled out.  It is being done region by region

I just checked and it is still not working for us. We also have a support case open but have had no updates.

I'm in the APSE2 region. Our releases are on Wednesday morning and it was working when we checked this morning. We also had a case logged with Customer Care where they confirmed they were aware of the issue and working on a fix.

@Adam Long

Do you know if this was fixed as part of a release done this week?

What region are you? Download for on demand is still not working for us. We are in FedRAMP region, new releases for this region usually don' t hit until Thursday.

The download function for on demand logs appears to be working in all of our orgs now.

We've been testing this new feature in a few different orgs and it appears as though the download feature isn't working for On Demand logs. When selecting the download button, the error "No log entries have been captured yet" displays. There is a corresponding 404 error in the browser console logs. Downloading scheduled logs works ok.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 10:51
From: Samuel Jillard
Subject: On Demand Log Capture

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-05-2025 09:48
From: Tyler Merk
Subject: On Demand Log Capture

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

#SystemAdministration

------------------------------
Tyler Mattingly
BSMH
------------------------------

@Samuel Jillard Do you know when this will be rolled out to FedRAMP region?

------------------------------
Judy Kerbel

Original Message:
Sent: 06-11-2025 04:40
From: Samuel Jillard
Subject: On Demand Log Capture

I have just seen that the fix for this is in the process of being rolled out.  It is being done region by region

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-11-2025 02:02
From: Judy Kerbel
Subject: On Demand Log Capture

I just checked and it is still not working for us. We also have a support case open but have had no updates.

------------------------------
Judy Kerbel

Original Message:
Sent: 06-11-2025 01:50
From: Adam Long
Subject: On Demand Log Capture

I'm in the APSE2 region. Our releases are on Wednesday morning and it was working when we checked this morning. We also had a case logged with Customer Care where they confirmed they were aware of the issue and working on a fix.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-11-2025 01:38
From: Judy Kerbel
Subject: On Demand Log Capture

@Adam Long

Do you know if this was fixed as part of a release done this week?

What region are you? Download for on demand is still not working for us. We are in FedRAMP region, new releases for this region usually don' t hit until Thursday.

------------------------------
Judy Kerbel

Original Message:
Sent: 06-11-2025 01:14
From: Adam Long
Subject: On Demand Log Capture

The download function for on demand logs appears to be working in all of our orgs now.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 19:13
From: Adam Long
Subject: On Demand Log Capture

We've been testing this new feature in a few different orgs and it appears as though the download feature isn't working for On Demand logs. When selecting the download button, the error "No log entries have been captured yet" displays. There is a corresponding 404 error in the browser console logs. Downloading scheduled logs works ok.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 10:51
From: Samuel Jillard
Subject: On Demand Log Capture

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-05-2025 09:48
From: Tyler Merk
Subject: On Demand Log Capture

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

#SystemAdministration

------------------------------
Tyler Mattingly
BSMH
------------------------------

Hi Judy,

It looks like the fix for this will go out overnight tonight for FedRamp.  I will double check again tomorrow AM and update if this is not the case.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-11-2025 11:41
From: Judy Kerbel
Subject: On Demand Log Capture

@Samuel Jillard Do you know when this will be rolled out to FedRAMP region?

------------------------------
Judy Kerbel

Original Message:
Sent: 06-11-2025 04:40
From: Samuel Jillard
Subject: On Demand Log Capture

I have just seen that the fix for this is in the process of being rolled out.  It is being done region by region

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-11-2025 02:02
From: Judy Kerbel
Subject: On Demand Log Capture

I just checked and it is still not working for us. We also have a support case open but have had no updates.

------------------------------
Judy Kerbel

Original Message:
Sent: 06-11-2025 01:50
From: Adam Long
Subject: On Demand Log Capture

I'm in the APSE2 region. Our releases are on Wednesday morning and it was working when we checked this morning. We also had a case logged with Customer Care where they confirmed they were aware of the issue and working on a fix.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-11-2025 01:38
From: Judy Kerbel
Subject: On Demand Log Capture

@Adam Long

Do you know if this was fixed as part of a release done this week?

What region are you? Download for on demand is still not working for us. We are in FedRAMP region, new releases for this region usually don' t hit until Thursday.

------------------------------
Judy Kerbel

Original Message:
Sent: 06-11-2025 01:14
From: Adam Long
Subject: On Demand Log Capture

The download function for on demand logs appears to be working in all of our orgs now.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 19:13
From: Adam Long
Subject: On Demand Log Capture

We've been testing this new feature in a few different orgs and it appears as though the download feature isn't working for On Demand logs. When selecting the download button, the error "No log entries have been captured yet" displays. There is a corresponding 404 error in the browser console logs. Downloading scheduled logs works ok.

------------------------------
Adam Long
Operations Manager - Voice Systems

Original Message:
Sent: 06-05-2025 10:51
From: Samuel Jillard
Subject: On Demand Log Capture

Hi Tyler,

The logs are actually available in Admin > Troubleshooting > Log Capture

How to Inspect logs

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 06-05-2025 09:48
From: Tyler Merk
Subject: On Demand Log Capture

Curious about the new on demand log capture. We've had a handful of users who indicate that they have intermittent and sporadic call quality issues. This has become a challenge to collect console logs for them. The new on demand log capture looks like this should take care of the majority of the issue. During testing, we cannot get the copy of the on demand logs to send to our system admin. I assume that the logs should be sent to the "Issue reporting email address", is this a fair assumption? Or is there another place that I should be looking to check what email the system is using to send the logs to?

Thanks!

#SystemAdministration

------------------------------
Tyler Mattingly
BSMH
------------------------------