Genesys Cloud incident

Elevated Error Rates - Americas (US-East)

Minor Resolved View vendor source →

Genesys Cloud experienced a minor incident on September 17, 2026 affecting Americas (US East), lasting 3h 41m. The incident has been resolved; the full update timeline is below.

Started
Sep 17, 2026, 01:33 AM UTC
Resolved
Sep 17, 2026, 05:15 AM UTC
Duration
3h 41m
Detected by Pingoru
Sep 17, 2026, 01:33 AM UTC

Affected components

Americas (US East)

Update timeline

  1. investigating Sep 17, 2026, 01:33 AM UTC

    We are investigating an issue affecting agent ability to log out and the ability of supervisors to perform forced logouts. Users may also experience issues with user search and delayed overall performance of Genesys Cloud.

  2. investigating Sep 17, 2026, 02:28 AM UTC

    Teams are continuing to investigate root cause of the issue impacting users in the US East region. Next update 23:30 Eastern or sooner as information becomes available.

  3. identified Sep 17, 2026, 03:39 AM UTC

    The service teams have identified root cause and are implementing mitigation steps. Due to the complexity involved, we anticipate this will take some time to complete. Next update 12:30 AM Eastern or sooner as information becomes available.

  4. identified Sep 17, 2026, 04:36 AM UTC

    Mitigation steps are still in progress and are working as expected. Full resolution is expected within the next two hours. Next update 01:30 Eastern or sooner as information becomes available.

  5. resolved Sep 17, 2026, 05:15 AM UTC

    Mitigation steps have been completed as of 12:40 AM Eastern. The issue is now resolved