11.1 Accessing Genesys Troubleshooting

Issue	Description	Resolution
Portal won't load	Genesys portal is not opening through the link on the gateway page	Refresh the Genesys portal page after it fails to open. Clear browser history. Select this link to go directly to the Genesys Portal page. Try opening the Genesys Portal Page in a different browser (Chrome, Firefox or Edge). Save the portal as a favorite in the browser.
White Label Error	White Label Error displaying when attempting to access the agent page:	Clear browser history. Select this link to go directly to the Genesys Portal page. Open the Genesys Portal Page in a different browser (Chrome, Firefox or Edge). Save the portal as a favorite in the browser.
Can't log in, invalid credentials	Agent Desktop log-in:	All Genesys user IDs are case sensitive. Please ensure use of the correct case. Be sure to use the correct Tenant: sowi.mgep.info
	Platform Administration:	All Genesys user IDs are case sensitive. Please ensure use of the correct case. All users are given a temporary password for Platform Administration when their account was created. If the temporary password is unknown, the user must submit a ticket to the Wisconsin Help Desk. See Section 11.6 Submitting a Genesys Support Ticket.
	Designer log-in:	All Genesys user IDs are case sensitive. Please ensure use of the correct case. Be sure to use the correct Tenant: sowi.mgep.info
	Invalid or forgotten credentials	See Section 2.3 Forgotten Credntials for instructions to recover a WAMS user ID or password.

This page last updated in Release Number: 23-01
Release Date: 2/25/2023
Effective Date: 2/25/2023

Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208