Author Topic: The connection to server is down  (Read 501 times)

Offline C_Genesys

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The connection to server is down
« on: April 12, 2018, 11:55:45 PM »
Agents are getting error in Genesys Desktop that 'The connection to server is down'

In such scenarios agents needs to closer the GD browser and open a new window . this is happening frequently and almost 700 agents are affected due to this error 

Initially it was working fine with IE 8 but we are facing this issue since we have upgraded IE to  IE 11.

GD Version :  7.6.347.00

Offline cavagnaro

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Re: The connection to server is down
« Reply #1 on: April 13, 2018, 12:40:42 AM »
Then a network issue happened or a server problem.
Check your environment

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Offline n3vek7

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Re: The connection to server is down
« Reply #2 on: April 14, 2018, 09:21:06 PM »
I believe you would need to update to GAD 7.6.4 to make sure it is compatible with IE 11.

Have a look ;
https://docs.genesys.com/Documentation/System/Current/SOE/GenesysDesktop

Offline waddellgaz

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Re: The connection to server is down
« Reply #3 on: April 17, 2018, 01:02:06 AM »
Agreed, looks like GD version needs upgrading to be compatible with IE11.

Offline C_Genesys

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Re: The connection to server is down
« Reply #4 on: June 11, 2018, 05:25:04 PM »
Thanks for your response ....We are shortly moving to WDE so not planning to upgrade GAD.

Still the solutions needs to there for some agents who are frequently facing this issue

Offline C_Genesys

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Re: The connection to server is down
« Reply #5 on: June 11, 2018, 10:53:41 PM »
Do anyone have an idea where can I can find below settings . Basically I would like to increase this parameter to 180 seconds.

Genesys Desktop 7.6 Deployment Guide  Page 319   

If you receive this message, do the following:
a. Wait for up to up to 90 seconds to see if Genesys Desktop can
reconnect to the server. If it does reconnect, this message is displayed
in the status bar: The connection to server is back in service.
b. If the connection to the server is down for more than three minutes, and
all attempts to reconnect fail, then the server-side session has closed.
Close your browser window. You must lo