Outage in Genesys Cloud
Elevated Error Rates - Americas (US-East)
Resolved MinorIncident Report
Summary AI Generated
**Genesys Cloud experienced a 3.7-hour incident in the US East region affecting agents' ability to log out, supervisors' ability to force logouts, user search functionality, and overall platform performance.** The root cause was identified during the incident, and mitigation steps were implemented, though complexity extended the resolution timeline. The issue was fully resolved at 12:40 AM Eastern on September 17, 2026.
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.
Components affected
Genesys Cloud Americas (US East)Trusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
1 day ago - at 09/17/2026 05:15AM
Mitigation steps have been completed as of 12:40 AM Eastern. The issue is now resolved
IDENTIFIED
1 day ago - at 09/17/2026 04:36AM
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.
IDENTIFIED
1 day ago - at 09/17/2026 03:39AM
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.
INVESTIGATING
1 day ago - at 09/17/2026 02:28AM
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.
INVESTIGATING
1 day ago - at 09/17/2026 01:33AM
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.
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