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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: raza990 on February 24, 2015, 09:37:47 AM

Title: Supervisor Desktop License Error on IE11
Post by: raza990 on February 24, 2015, 09:37:47 AM

Hi All,

We have installed supervisor desktop (Genesys desktop 7.6.402.15) at customer side for email solution.

It is working fine with Internet Explorer 9 but when we try to login supervisor on IE11, it show an license error.

From logs I found:

[i]24 02 09:10:50:341 [        http-8090-3] DEBUG GD.FeatureController  initlicense : required key for 0 is desktop_agent
24 02 09:10:50:341 [        http-8090-3] DEBUG GD.FeatureController  initlicense : required key for 1 is desktop_agent
24 02 09:10:50:341 [        http-8090-3] INFO  GD.FeatureController  Check out license desktop_agent
24 02 09:10:50:341 [        http-8090-3] DEBUG    GD.LicenseManager  CheckOutLicense, create first stack for feature desktop_agent
24 02 09:10:50:357 [        http-8090-3] DEBUG          GD.License  [b]Checkout error:License server does not support this feature(-18,147)[/b]

24 02 09:10:50:357 [        http-8090-3] WARN    GD.LicenseManager  LicenseControl.checkOutOneLicense failed
24 02 09:10:50:357 [        http-8090-3] WARN        GD.AgentMedia  Open aborted : HELOS, place Place_880021 no license [person HELOS, realtimeSession /getEvents/124/]
24 02 09:10:50:357 [        http-8090-3] WARN        GD.AgentMedia  Open aborted : require agent license [person HELOS, realtimeSession /getEvents/124/]
24 02 09:10:50:357 [        http-8090-3] DEBUG              GD.Core  LogonAction end[/i]

When I try compare IE9 successfull case and IE11 unsuccessfull case, I found the below that when try to login on IE11 Genesys desktop only try to checkout DESKTOP_AGENT license.

[u][b]IE9:[/b][/u]
24 02 10:16:05:866 [        http-8090-9] DEBUG GD.FeatureController  initlicense : required key for 0 is desktop_agent
24 02 10:16:05:866 [        http-8090-9] DEBUG GD.FeatureController  initlicense : required key for 1 is desktop_agent
24 02 10:16:05:866 [        http-8090-9] DEBUG GD.FeatureController  initlicense : required key for 3 is desktop_supervisor
24 02 10:16:05:866 [        http-8090-9] INFO  GD.FeatureController  Check out license desktop_supervisor

[u][b]IE11:[/b][/u]
24 02 09:10:50:341 [        http-8090-3] DEBUG GD.FeatureController  initlicense : required key for 0 is desktop_agent
24 02 09:10:50:341 [        http-8090-3] DEBUG GD.FeatureController  initlicense : required key for 1 is desktop_agent
24 02 09:10:50:341 [        http-8090-3] INFO  GD.FeatureController  Check out license desktop_agent

I am confused, what is the relation of IE version with DESKTOP_SUPERVISOR License  ???

Anyone can tell me why it is happening ? Or is there any IE11 setting which can fix this issue.

Title: Re: Supervisor Desktop License Error on IE11
Post by: Kubig on February 24, 2015, 09:59:53 AM

I think that the IE11 is not supported by GAD at this moment.

Title: Re: Supervisor Desktop License Error on IE11
Post by: raza990 on February 24, 2015, 10:13:06 AM

Might be because as per documentation, IE9 is supported in latest version of Genesys Desktop.

Title: Re: Supervisor Desktop License Error on IE11
Post by: Kubig on February 24, 2015, 10:21:59 AM

GAD supported IE10 as latest IE version. So, IE11 is not supported at this moment.

Title: Re: Supervisor Desktop License Error on IE11
Post by: raza990 on February 24, 2015, 12:17:39 PM

From which version GAD started supporting IE10 ?

Title: Re: Supervisor Desktop License Error on IE11
Post by: Kubig on February 24, 2015, 12:38:15 PM

7.6.402.06+

Title: Re: Supervisor Desktop License Error on IE11
Post by: raza990 on February 24, 2015, 12:43:41 PM

Thanks Kubig  :)

Title: Re: Supervisor Desktop License Error on IE11
Post by: Kubig on February 24, 2015, 12:46:25 PM

You are welcome  :)