Resolved after 3 hours 41 minutes, affecting Americas (US East), on September 17, 2026.
Mitigation steps have been completed as of 12:40 AM Eastern. The issue is now resolved
Affected components
Update timeline
- 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.
- 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.
- 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.
- 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.
- resolved Sep 17, 2026, 05:15 AM UTC
Mitigation steps have been completed as of 12:40 AM Eastern. The issue is now resolved
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