Troubleshooting

The gadget displays a Salesforce Server Error message on first session login

Symptom

After Salesforce login, a Salesforce Server Error is displayed in the gadget and it is not initialized properly. In the b+s Connects logger an error is shown:

[{
  "code":"SERVER_ERROR",
  "description":"Your session is invalid or an error occurred. Refresh the page and try again,
  or ask your Salesforce admin for help."
}]

The same error is displayed in the gadget.

Possible Cause(s)

The last Salesforce session was not logged out properly.

Solution

Before closing the browser, logout from Salesforce.

The Gadget is grayed out – Cisco Finesse is out of service

Symptom

The Connects Finesse Gadget is grayed out. Message "Cisco Finesse is out of service" is displayed.

Possible Cause(s)

• Cisco Finesse is out of service
• The Connects Finesse Gadget lost connection to Finesse

Solution

• Wait for Connects Finesse Gadget to reestablish

Login Is Not Possible – Invalid Credentials

Symptom

After pressing the login button, an error is displayed that states "Invalid credentials, please try again", even though the entered credentials are correct.

Possible Cause(s)

• The wrong password was entered five times in a row. If this happens, Cisco Finesse locks the user account for five minutes.

Solution

Try again after five minutes with the correct password.

Login Is Not Possible – Generic HTTP Error

Symptom

After pressing the login button, an error is displayed that states "Generic HTTP Error, The server encountered an error processing the request."

Possible Cause(s)

• The communication with the Finesse-Server was interrupted or the Finesse Server ran into an Internal Server Error

Solution

Refresh the Gadget and try again.

Subsystem Out of Service

Symptom

Channel out of service error message

Server is currently unavailable

Possible Cause(s)

Subsystem out of service

A login is not possible if a subsystem is offline.

Solution

If the agent was logged in when a subsystem goes out of service, the channel icon changes to signal that the channel is out of service and will be recovered as soon as the subsystem is back online.

No "show notifications" prompt in Google Chrome

Sypmptom

No notifications are displayed.

Possible Cause(s)

Notifications must be enabled manually on every client desktop. Chromium Browsers and Firefox changed this behavior because the origin of notifications might not be clear to users when multiple sites are displayed using iFrames. As a result, only top level frames are allowed to prompt for allowing notifications.

Solution

In order to enable this feature, please follow these steps:

1. Click on the gear in the gadget footer
2. Click on Open pop up to activate notifications

3. In the pop up, click the allow button

4. Close the pop up

caution

If notifications are blocked, they must be manually allowed Use the following steps in order to manually allow notifications:

Use the following steps in order to manually allow notifications:

5. Click Show Website-Information

6. Enable the notifications