If your Genesys Hardware Solution (GHS) or Customer Hardware Solution (CHS) edge device is in an Offline state during a certificate renewal window, then it will be unable to reconnect and communicate with Genesys Cloud without a manual recovery procedure.

Details

An edge that is in an Offline state does not communicate with Genesys Cloud and is unable to receive automatic software upgrades and, more importantly, certificate renewals.

If you do not plan to use an edge for a time, it is a best practice to change its state to Out-of-Service. An edge in an Out-of-Service state cannot take calls but remains in communication with Genesys Cloud and is able to get updates and perform required maintenance; such as automatically renew certificates during a certificate renewal window. For more information, see Take a BYOC Premises Edge out of service.

Recover from an edge certificate expiration 

The method that you use to recover from an edge certificate expiration depends on which hardware solution, GHS or CHS, you are using. 

Genesys Hardware Solution

There are three recovery options for a GHS edge device.

Option 1:  Unpair and re-pair

You can recover from an edge certificate expiration and retain your edge configuration by unpairing and then re-pairing your edge. After the edge is unpaired from Genesys Cloud, you must unpair the actual edge hardware device using the external LCD.

• To take the edge out of service and unpair it, see Remove a BYOC Premises Edge from Genesys Cloud. 
• To unpair the actual edge hardware device using the external LCD:
  1. Connect the external LCD to the edge device.
  2. Press the right arrow to display Status.
  3. Press the down arrow multiple times to display Factory Service.
  4. Press the green check mark.
  5. Press the down arrow multiple times to display Unpair with PureCloud.
  6. Press the green check mark to confirm that you want to unpair the edge hardware device.
  7. Wait while the edge hardware device restarts. When the LCD displays The Edge is ready to receive its config, you can continue.
• Pair the edge with your organization. For more information, see Pair the Edge using a USB flash drive.

Option 2: Offline upgrade

You can recover from an edge certificate expiration and retain your edge configuration by upgrading the edge runtime software using a USB flash drive.

1. Contact Genesys Product Support and request edge runtime software version 1.0.0.22952, or newer, upgrade zip file.
2. Copy the zip file to your USB flash drive.
   Note: Do not rename the zip file.
3. Connect the external LCD to the edge device.
4. Plug the USB flash drive into the USB port on the edge device. 
5. Follow the installation instructions that appear on the LCD.

Once the operation completes, your edge device will retain its configuration and have the newest software and current certificates.

Option 3: Reinstall – Standard v3 or Mini v2

You can recover from an edge certificate expiration and give your Standard v3 or Mini v2 a fresh software installation by using the installation image created for the Customer Hardware Solution edges. For more information, see Reinstall a Genesys Hardware Solution Edge Standard v3 or Edge Mini v2.

Once the operation completes, your Standard v3 or Mini v2 edge device will have the newest software and current certificates.

Customer Hardware Solution

There are two recovery options for a CHS edge device.

Option 1: Offline upgrade

You can recover from an edge certificate expiration and retain your edge configuration by upgrading the edge runtime software using a USB flash drive.

1. Contact Genesys Product Support and request edge runtime software version 1.0.0.22952, or newer, upgrade zip file.
2. Copy the zip file to your USB flash drive.
   Note: Do not rename the zip file.
3. Connect the external LCD to the edge device.
4. Plug the USB flash drive into the USB port on the edge device. 
5. Follow the installation instructions that appear on the LCD.

Once the operation completes, your edge device will retain its configuration and have the newest software and current certificates.

Option 2: Reinstall

To recover from an edge certificate expiration, you can use an installation image. This option wipes the hardware and installs a fresh edge image. For more information, see Reinstall a Genesys Hardware Solution Edge Standard v3 or Edge Mini v2.

Once the operation completes, your edge device will have the newest software and current certificates.