Live status / Cloud infrastructure
Genesys Cloud has a confirmed service-wide outage.
Genesys Cloud has a confirmed service-wide outage according to its official source.
Signal updated 16h ago · Sep 17, 2026, 5:15 AM UTC
OutageOfficial signal: major
Current incident · started Jul 16, 2026, 8:28 PM UTC
Elevated Error Rates - EMEA (UAE)
Genesys Cloud services in the EMEA (UAE) region remain unavailable due to significant infrastructure challenges affecting the platform provider. This incident has caused widespread service disruptions impacting core platform functions including database operations, virtual machine provisioning, monitoring systems, message processing, storage operations, and automated workflows, with no estimated time for recovery. This post consolidates the previous announcement due to the volume of updates previously provided, and Genesys will continue to share updates as new information becomes available. We strongly recommend all affected customers migrate workloads to alternate AWS regions, work with your Genesys Cloud account team on migration planning, and export critical data and configurations to ensure business continuity if not already done so. Please contact your Genesys Cloud account team if you need assistance or have questions.
Affected surface
Components
Platform18 componentsOutage
Americas (Sao Paulo)Platform / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Identity & Access Management / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Inbound Calls / Americas (Sao Paulo)Operational
Americas (Sao Paulo)IVR / Americas (Sao Paulo)Operational
Americas (Sao Paulo)ACD Routing / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Outbound Calls / Americas (Sao Paulo)Operational
Americas (Sao Paulo)GenesysCloud Soft Phone / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Chat / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Agent Copilot / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Co-Browse / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Email / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Third-Party Digital Channels / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Self Service & Automation / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Voicemail / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Video / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Workforce Engagement / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Recording / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Reporting / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Quality Management / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Data Sync Integrations / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Directory / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Fax / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Documents / Americas (Sao Paulo)Operational
Americas (Sao Paulo)Web Messaging / Americas (Sao Paulo)Operational
Identity & Access Management18 componentsOperational
Americas (US East)Identity & Access Management / Americas (US East)Operational
Americas (US East)IVR / Americas (US East)Operational
Americas (US East)ACD Routing / Americas (US East)Operational
Americas (US East)Agent Copilot / Americas (US East)Operational
Americas (US East)Co-Browse / Americas (US East)Operational
Americas (US East)Email / Americas (US East)Operational
Americas (US East)Third-Party Digital Channels / Americas (US East)Operational
Americas (US East)Self Service & Automation / Americas (US East)Operational
Americas (US East)Workforce Engagement / Americas (US East)Operational
Americas (US East)Reporting / Americas (US East)Operational
Americas (US East)Platform / Americas (US East)Operational
Americas (US East)Recording / Americas (US East)Operational
Americas (US East)Quality Management / Americas (US East)Operational
Americas (US East)Data Sync Integrations / Americas (US East)Operational
Americas (US East)Inbound Calls / Americas (US East)Operational
Americas (US East)Directory / Americas (US East)Operational
Americas (US East)Outbound Calls / Americas (US East)Operational
Americas (US East)GenesysCloud Soft Phone / Americas (US East)Operational
Americas (US East)Documents / Americas (US East)Operational
Americas (US East)Voicemail / Americas (US East)Operational
Americas (US East)Fax / Americas (US East)Operational
Americas (US East)Video / Americas (US East)Operational
Americas (US East)Chat / Americas (US East)Operational
Americas (US East)Web Messaging / Americas (US East)Operational
Inbound Calls18 componentsOperational
Americas (US West)Platform / Americas (US West)Operational
Americas (US West)Identity & Access Management / Americas (US West)Operational
Americas (US West)Inbound Calls / Americas (US West)Operational
Americas (US West)IVR / Americas (US West)Operational
Americas (US West)ACD Routing / Americas (US West)Operational
Americas (US West)Outbound Calls / Americas (US West)Operational
Americas (US West)Documents / Americas (US West)Operational
Americas (US West)Fax / Americas (US West)Operational
Americas (US West)Directory / Americas (US West)Operational
Americas (US West)Data Sync Integrations / Americas (US West)Operational
Americas (US West)Quality Management / Americas (US West)Operational
Americas (US West)Recording / Americas (US West)Operational
Americas (US West)Reporting / Americas (US West)Operational
Americas (US West)Workforce Engagement / Americas (US West)Operational
Americas (US West)Video / Americas (US West)Operational
Americas (US West)Voicemail / Americas (US West)Operational
Americas (US West)Self Service & Automation / Americas (US West)Operational
Americas (US West)GenesysCloud Soft Phone / Americas (US West)Operational
Americas (US West)Chat / Americas (US West)Operational
Americas (US West)Agent Copilot / Americas (US West)Operational
Americas (US West)Co-Browse / Americas (US West)Operational
Americas (US West)Email / Americas (US West)Operational
Americas (US West)Third-Party Digital Channels / Americas (US West)Operational
Americas (US West)Web Messaging / Americas (US West)Operational
IVR18 componentsOperational
Americas (Canada)Recording / Americas (Canada)Operational
Americas (Canada)Quality Management / Americas (Canada)Operational
Americas (Canada)Data Sync Integrations / Americas (Canada)Operational
Americas (Canada)Directory / Americas (Canada)Operational
Americas (Canada)Documents / Americas (Canada)Operational
Americas (Canada)Fax / Americas (Canada)Operational
Americas (Canada)Platform / Americas (Canada)Operational
Americas (Canada)Identity & Access Management / Americas (Canada)Operational
Americas (Canada)Inbound Calls / Americas (Canada)Operational
Americas (Canada)IVR / Americas (Canada)Operational
Americas (Canada)ACD Routing / Americas (Canada)Operational
Americas (Canada)Outbound Calls / Americas (Canada)Operational
Americas (Canada)GenesysCloud Soft Phone / Americas (Canada)Operational
Americas (Canada)Chat / Americas (Canada)Operational
Americas (Canada)Agent Copilot / Americas (Canada)Operational
Americas (Canada)Co-Browse / Americas (Canada)Operational
Americas (Canada)Email / Americas (Canada)Operational
Americas (Canada)Third-Party Digital Channels / Americas (Canada)Operational
Americas (Canada)Self Service & Automation / Americas (Canada)Operational
Americas (Canada)Voicemail / Americas (Canada)Operational
Americas (Canada)Video / Americas (Canada)Operational
Americas (Canada)Workforce Engagement / Americas (Canada)Operational
Americas (Canada)Reporting / Americas (Canada)Operational
Americas (Canada)Web Messaging / Americas (Canada)Operational
ACD Routing18 componentsOperational
Asia Pacific (Mumbai)Identity & Access Management / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Inbound Calls / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)IVR / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)ACD Routing / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Outbound Calls / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)GenesysCloud Soft Phone / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Chat / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Agent Copilot / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Co-Browse / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Email / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Third-Party Digital Channels / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Self Service & Automation / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Voicemail / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Documents / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Fax / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Directory / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Data Sync Integrations / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Video / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Workforce Engagement / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Reporting / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Recording / Asia Pacific (Mumbai)Operational
Asia Pacific (Mumbai)Quality Management / Asia Pacific (Mumbai)Operational
FedRAMPWeb Messaging / FedRAMPOperational
Americas (Mexico)Platform / Americas (Mexico)Operational
Asia Pacific (Sydney)Identity & Access Management / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)IVR / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)ACD Routing / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Agent Copilot / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Co-Browse / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Email / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Third-Party Digital Channels / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Self Service & Automation / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Workforce Engagement / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Reporting / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Recording / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Quality Management / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Data Sync Integrations / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Inbound Calls / Asia Pacific (Sydney)Operational
Outbound Calls18 componentsOperational
Asia Pacific (Sydney)Outbound Calls / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)GenesysCloud Soft Phone / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Directory / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Voicemail / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Documents / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Fax / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Video / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Chat / Asia Pacific (Sydney)Operational
FedRAMPPlatform / FedRAMPOperational
Asia Pacific (Mumbai)Web Messaging / Asia Pacific (Mumbai)Operational
Asia Pacific (Tokyo)Identity & Access Management / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)IVR / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)ACD Routing / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Agent Copilot / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Co-Browse / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Email / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Third-Party Digital Channels / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Self Service & Automation / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Workforce Engagement / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Reporting / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Recording / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Quality Management / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Data Sync Integrations / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Inbound Calls / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Outbound Calls / Asia Pacific (Tokyo)Operational
GenesysCloud Soft Phone18 componentsOperational
Asia Pacific (Tokyo)GenesysCloud Soft Phone / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Voicemail / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Documents / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Fax / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Video / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Chat / Asia Pacific (Tokyo)Operational
Asia Pacific (Tokyo)Directory / Asia Pacific (Tokyo)Operational
Asia Pacific (Mumbai)Platform / Asia Pacific (Mumbai)Operational
Asia Pacific (Sydney)Web Messaging / Asia Pacific (Sydney)Operational
Asia Pacific (Sydney)Platform / Asia Pacific (Sydney)Operational
Asia Pacific (Seoul)Directory / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Quality Management / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Data Sync Integrations / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Fax / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Documents / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Identity & Access Management / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Inbound Calls / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)IVR / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)ACD Routing / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Outbound Calls / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)GenesysCloud Soft Phone / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Chat / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Agent Copilot / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Co-Browse / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Email / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Third-Party Digital Channels / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Self Service & Automation / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Voicemail / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Video / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Workforce Engagement / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Recording / Asia Pacific (Seoul)Operational
Asia Pacific (Seoul)Reporting / Asia Pacific (Seoul)Operational
Web Messaging18 componentsOperational
Asia Pacific (Tokyo)Web Messaging / Asia Pacific (Tokyo)Operational
EMEA (Dublin)Identity & Access Management / EMEA (Dublin)Operational
EMEA (Dublin)IVR / EMEA (Dublin)Operational
EMEA (Dublin)ACD Routing / EMEA (Dublin)Operational
EMEA (Dublin)Agent Copilot / EMEA (Dublin)Operational
EMEA (Dublin)Co-Browse / EMEA (Dublin)Operational
EMEA (Dublin)Email / EMEA (Dublin)Operational
EMEA (Dublin)Third-Party Digital Channels / EMEA (Dublin)Operational
EMEA (Dublin)Self Service & Automation / EMEA (Dublin)Operational
EMEA (Dublin)Workforce Engagement / EMEA (Dublin)Operational
EMEA (Dublin)Reporting / EMEA (Dublin)Operational
Asia Pacific (Tokyo)Platform / Asia Pacific (Tokyo)Operational
EMEA (Dublin)Inbound Calls / EMEA (Dublin)Operational
EMEA (Dublin)Outbound Calls / EMEA (Dublin)Operational
EMEA (Dublin)GenesysCloud Soft Phone / EMEA (Dublin)Operational
EMEA (Dublin)Voicemail / EMEA (Dublin)Operational
EMEA (Dublin)Video / EMEA (Dublin)Operational
Chat18 componentsOperational
EMEA (Dublin)Chat / EMEA (Dublin)Operational
EMEA (Dublin)Documents / EMEA (Dublin)Operational
EMEA (Dublin)Fax / EMEA (Dublin)Operational
EMEA (Dublin)Directory / EMEA (Dublin)Operational
EMEA (Dublin)Data Sync Integrations / EMEA (Dublin)Operational
EMEA (Dublin)Quality Management / EMEA (Dublin)Operational
EMEA (Dublin)Recording / EMEA (Dublin)Operational
Asia Pacific (Seoul)Web Messaging / Asia Pacific (Seoul)Operational
Agent Copilot18 componentsOperational
EMEA (Frankfurt)Identity & Access Management / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Inbound Calls / EMEA (Frankfurt)Operational
EMEA (Frankfurt)IVR / EMEA (Frankfurt)Operational
EMEA (Frankfurt)ACD Routing / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Outbound Calls / EMEA (Frankfurt)Operational
EMEA (Frankfurt)GenesysCloud Soft Phone / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Chat / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Agent Copilot / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Co-Browse / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Email / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Third-Party Digital Channels / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Self Service & Automation / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Voicemail / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Video / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Workforce Engagement / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Reporting / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Recording / EMEA (Frankfurt)Operational
Asia Pacific (Seoul)Platform / Asia Pacific (Seoul)Operational
EMEA (Frankfurt)Documents / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Fax / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Directory / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Data Sync Integrations / EMEA (Frankfurt)Operational
EMEA (Frankfurt)Quality Management / EMEA (Frankfurt)Operational
EMEA (Dublin)Web Messaging / EMEA (Dublin)Operational
Co-Browse18 componentsOperational
EMEA (Dublin)Platform / EMEA (Dublin)Operational
EMEA (London)Identity & Access Management / EMEA (London)Operational
EMEA (London)Inbound Calls / EMEA (London)Operational
EMEA (London)IVR / EMEA (London)Operational
EMEA (London)ACD Routing / EMEA (London)Operational
EMEA (London)Outbound Calls / EMEA (London)Operational
EMEA (London)GenesysCloud Soft Phone / EMEA (London)Operational
EMEA (London)Chat / EMEA (London)Operational
EMEA (London)Documents / EMEA (London)Operational
EMEA (London)Fax / EMEA (London)Operational
EMEA (London)Agent Copilot / EMEA (London)Operational
EMEA (London)Directory / EMEA (London)Operational
EMEA (London)Co-Browse / EMEA (London)Operational
EMEA (London)Data Sync Integrations / EMEA (London)Operational
EMEA (London)Email / EMEA (London)Operational
EMEA (London)Third-Party Digital Channels / EMEA (London)Operational
EMEA (London)Self Service & Automation / EMEA (London)Operational
EMEA (London)Voicemail / EMEA (London)Operational
EMEA (London)Video / EMEA (London)Operational
EMEA (London)Quality Management / EMEA (London)Operational
EMEA (London)Workforce Engagement / EMEA (London)Operational
EMEA (London)Recording / EMEA (London)Operational
EMEA (London)Reporting / EMEA (London)Operational
EMEA (Frankfurt)Web Messaging / EMEA (Frankfurt)Operational
Email18 componentsOperational
EMEA (Frankfurt)Platform / EMEA (Frankfurt)Operational
EMEA (London)Web Messaging / EMEA (London)Operational
Third-Party Digital Channels18 componentsOperational
EMEA (London)Platform / EMEA (London)Operational
FedRAMPIdentity & Access Management / FedRAMPOperational
FedRAMPInbound Calls / FedRAMPOperational
FedRAMPIVR / FedRAMPOperational
FedRAMPACD Routing / FedRAMPOperational
FedRAMPOutbound Calls / FedRAMPOperational
FedRAMPGenesysCloud Soft Phone / FedRAMPOperational
FedRAMPChat / FedRAMPOperational
FedRAMPAgent Copilot / FedRAMPOperational
FedRAMPCo-Browse / FedRAMPOperational
FedRAMPEmail / FedRAMPOperational
FedRAMPThird-Party Digital Channels / FedRAMPOperational
FedRAMPSelf Service & Automation / FedRAMPOperational
FedRAMPVoicemail / FedRAMPOperational
FedRAMPWorkforce Engagement / FedRAMPOperational
FedRAMPDocuments / FedRAMPOperational
FedRAMPFax / FedRAMPOperational
FedRAMPDirectory / FedRAMPOperational
FedRAMPQuality Management / FedRAMPOperational
FedRAMPData Sync Integrations / FedRAMPOperational
FedRAMPReporting / FedRAMPOperational
FedRAMPRecording / FedRAMPOperational
EMEA (Zurich)Web Messaging / EMEA (Zurich)Operational
Self Service & Automation18 componentsOperational
EMEA (Zurich)Platform / EMEA (Zurich)Operational
FedRAMPVideo / FedRAMPOperational
EMEA (Zurich)Identity & Access Management / EMEA (Zurich)Operational
EMEA (Zurich)Inbound Calls / EMEA (Zurich)Operational
EMEA (Zurich)IVR / EMEA (Zurich)Operational
EMEA (Zurich)ACD Routing / EMEA (Zurich)Operational
EMEA (Zurich)Outbound Calls / EMEA (Zurich)Operational
EMEA (Zurich)GenesysCloud Soft Phone / EMEA (Zurich)Operational
EMEA (Zurich)Chat / EMEA (Zurich)Operational
EMEA (Zurich)Agent Copilot / EMEA (Zurich)Operational
EMEA (Zurich)Co-Browse / EMEA (Zurich)Operational
EMEA (Zurich)Email / EMEA (Zurich)Operational
EMEA (Zurich)Third-Party Digital Channels / EMEA (Zurich)Operational
EMEA (Zurich)Self Service & Automation / EMEA (Zurich)Operational
EMEA (Zurich)Voicemail / EMEA (Zurich)Operational
EMEA (Zurich)Workforce Engagement / EMEA (Zurich)Operational
EMEA (Zurich)Reporting / EMEA (Zurich)Operational
EMEA (Zurich)Recording / EMEA (Zurich)Operational
EMEA (Zurich)Quality Management / EMEA (Zurich)Operational
EMEA (Zurich)Data Sync Integrations / EMEA (Zurich)Operational
EMEA (Zurich)Directory / EMEA (Zurich)Operational
EMEA (Zurich)Fax / EMEA (Zurich)Operational
EMEA (Zurich)Documents / EMEA (Zurich)Operational
EMEA (UAE)Web Messaging / EMEA (UAE)Operational
Voicemail18 componentsOperational
EMEA (UAE)Platform / EMEA (UAE)Outage
EMEA (UAE)Identity & Access Management / EMEA (UAE)Operational
EMEA (UAE)Inbound Calls / EMEA (UAE)Operational
EMEA (UAE)IVR / EMEA (UAE)Operational
EMEA (UAE)ACD Routing / EMEA (UAE)Operational
EMEA (UAE)Outbound Calls / EMEA (UAE)Operational
EMEA (UAE)GenesysCloud Soft Phone / EMEA (UAE)Operational
EMEA (UAE)Chat / EMEA (UAE)Operational
EMEA (UAE)Agent Copilot / EMEA (UAE)Operational
EMEA (UAE)Co-Browse / EMEA (UAE)Operational
EMEA (UAE)Email / EMEA (UAE)Operational
EMEA (UAE)Third-Party Digital Channels / EMEA (UAE)Operational
EMEA (UAE)Self Service & Automation / EMEA (UAE)Operational
EMEA (UAE)Voicemail / EMEA (UAE)Operational
EMEA (Zurich)Video / EMEA (Zurich)Operational
EMEA (UAE)Workforce Engagement / EMEA (UAE)Operational
EMEA (UAE)Reporting / EMEA (UAE)Operational
EMEA (UAE)Recording / EMEA (UAE)Operational
EMEA (UAE)Quality Management / EMEA (UAE)Operational
EMEA (UAE)Data Sync Integrations / EMEA (UAE)Operational
EMEA (UAE)Directory / EMEA (UAE)Operational
EMEA (UAE)Fax / EMEA (UAE)Operational
EMEA (UAE)Documents / EMEA (UAE)Operational
Asia Pacific (Osaka)Web Messaging / Asia Pacific (Osaka)Operational
Video19 componentsOperational
Asia Pacific (Osaka)Platform / Asia Pacific (Osaka)Operational
EMEA (UAE)Video / EMEA (UAE)Operational
Asia Pacific (Osaka)Identity & Access Management / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Inbound Calls / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)ACD Routing / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Outbound Calls / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)GenesysCloud Soft Phone / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Chat / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Agent Copilot / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Co-Browse / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Email / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Third-Party Digital Channels / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Self Service & Automation / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Voicemail / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Documents / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Fax / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Directory / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Workforce Engagement / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Reporting / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Recording / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Quality Management / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Data Sync Integrations / Asia Pacific (Osaka)Operational
Americas (Mexico)Web Messaging / Americas (Mexico)Operational
Workforce Engagement18 componentsOperational
Asia Pacific (Osaka)IVR / Asia Pacific (Osaka)Operational
Asia Pacific (Osaka)Video / Asia Pacific (Osaka)Operational
Americas (Mexico)Identity & Access Management / Americas (Mexico)Operational
Americas (Mexico)Inbound Calls / Americas (Mexico)Operational
Americas (Mexico)ACD Routing / Americas (Mexico)Operational
Americas (Mexico)Outbound Calls / Americas (Mexico)Operational
Americas (Mexico)GenesysCloud Soft Phone / Americas (Mexico)Operational
Americas (Mexico)Chat / Americas (Mexico)Operational
Americas (Mexico)Agent Copilot / Americas (Mexico)Operational
Americas (Mexico)Co-Browse / Americas (Mexico)Operational
Americas (Mexico)Email / Americas (Mexico)Operational
Americas (Mexico)Third-Party Digital Channels / Americas (Mexico)Operational
Americas (Mexico)Self Service & Automation / Americas (Mexico)Operational
Americas (Mexico)Voicemail / Americas (Mexico)Operational
Americas (Mexico)Workforce Engagement / Americas (Mexico)Operational
Americas (Mexico)Reporting / Americas (Mexico)Operational
Americas (Mexico)Recording / Americas (Mexico)Operational
Americas (Mexico)Quality Management / Americas (Mexico)Operational
Americas (Mexico)Data Sync Integrations / Americas (Mexico)Operational
Americas (Mexico)Directory / Americas (Mexico)Operational
Americas (Mexico)Fax / Americas (Mexico)Operational
Americas (Mexico)Documents / Americas (Mexico)Operational
Asia Pacific (Singapore)Platform / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Web Messaging / Asia Pacific (Singapore)Operational
Reporting18 componentsOperational
Americas (Mexico)IVR / Americas (Mexico)Operational
Americas (Mexico)Video / Americas (Mexico)Operational
Asia Pacific (Singapore)Identity & Access Management / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Inbound Calls / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)ACD Routing / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Outbound Calls / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)GenesysCloud Soft Phone / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Chat / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Agent Copilot / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Co-Browse / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Email / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Third-Party Digital Channels / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Self Service & Automation / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Voicemail / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Workforce Engagement / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Reporting / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Recording / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Quality Management / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Data Sync Integrations / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Directory / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Fax / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Documents / Asia Pacific (Singapore)Operational
EMEA (ESR)Platform / EMEA (ESR)Operational
EMEA (ESR)Web Messaging / EMEA (ESR)Operational
Recording18 componentsOperational
Asia Pacific (Singapore)IVR / Asia Pacific (Singapore)Operational
Asia Pacific (Singapore)Video / Asia Pacific (Singapore)Operational
EMEA (ESR)Identity & Access Management / EMEA (ESR)Operational
EMEA (ESR)Inbound Calls / EMEA (ESR)Operational
EMEA (ESR)ACD Routing / EMEA (ESR)Operational
EMEA (ESR)Outbound Calls / EMEA (ESR)Operational
EMEA (ESR)GenesysCloud Soft Phone / EMEA (ESR)Operational
EMEA (ESR)Chat / EMEA (ESR)Operational
EMEA (ESR)Agent Copilot / EMEA (ESR)Operational
EMEA (ESR)Co-Browse / EMEA (ESR)Operational
EMEA (ESR)Email / EMEA (ESR)Operational
EMEA (ESR)Third-Party Digital Channels / EMEA (ESR)Operational
EMEA (ESR)Self Service & Automation / EMEA (ESR)Operational
EMEA (ESR)Voicemail / EMEA (ESR)Operational
EMEA (ESR)Workforce Engagement / EMEA (ESR)Operational
EMEA (ESR)Reporting / EMEA (ESR)Operational
EMEA (ESR)Recording / EMEA (ESR)Operational
EMEA (ESR)Quality Management / EMEA (ESR)Operational
EMEA (ESR)Data Sync Integrations / EMEA (ESR)Operational
EMEA (ESR)Directory / EMEA (ESR)Operational
EMEA (ESR)Fax / EMEA (ESR)Operational
EMEA (ESR)Documents / EMEA (ESR)Operational
Quality Management18 componentsOperational
EMEA (ESR)IVR / EMEA (ESR)Operational
EMEA (ESR)Video / EMEA (ESR)Operational
Data Sync Integrations18 componentsOperational
EMEA (ESR)Video / EMEA (ESR)Operational
Directory18 componentsOperational
Fax18 componentsOperational
Documents18 componentsOperational
1 of 433 affected
Official incident text
Genesys Cloud services in the EMEA (UAE) region remain unavailable due to significant infrastructure challenges affecting the platform provider. This incident has caused widespread service disruptions impacting core platform functions including database operations, virtual machine provisioning, monitoring systems, message processing, storage operations, and automated workflows, with no estimated time for recovery. This post consolidates the previous announcement due to the volume of updates previously provided, and Genesys will continue to share updates as new information becomes available. We strongly recommend all affected customers migrate workloads to alternate AWS regions, work with your Genesys Cloud account team on migration planning, and export critical data and configurations to ensure business continuity if not already done so. Please contact your Genesys Cloud account team if you need assistance or have questions.
Source text is preserved verbatim and paired with its retrieval time.Last 30 days · Status timeline
What changed
- Monitoring
Genesys Cloud services in the EMEA (UAE) region remain unavailable due to significant infrastructure challenges affecting the platform provider. This incident has caused widespread service disruptions impacting core platform functions including database operations, virtual machine provisioning, monitoring systems, message processing, storage operations, and automated workflows, with no estimated time for recovery. This post consolidates the previous announcement due to the volume of updates previously provided, and Genesys will continue to share updates as new information becomes available. We strongly recommend all affected customers migrate workloads to alternate AWS regions, work with your Genesys Cloud account team on migration planning, and export critical data and configurations to ensure business continuity if not already done so. Please contact your Genesys Cloud account team if you need assistance or have questions.