Bot routing drops to 502 when Edge enters survivability mode

Architect & Flows
1

Bot routing returns 502 Bad Gateway with error code BOT_TIMEOUT_LOCAL_MEDIA the second the primary WAN link cuts. Edge appliance won’t flip to survivability mode clean. Bot container on local VM stops responding to Architect flow webhook. Network logs show secondary NIC takes over, yet DNS resolution for bot service hangs at 12 seconds.

Environment specs and steps tried:

  • Edge version 10.2.8.123 running on Dell R740 with BIOS set to Maximum Performance
  • Primary WAN: 1Gbps fiber, Secondary: 500Mbps LTE backup
  • NIC teaming configured for active-standby failover
  • Architect flow uses AI bot node with local media passthrough enabled
  • Cleared ARP cache, forced DHCP renew, updated firmware to latest micro-patch
  • Verified clock sync via NTP to Tokyo pool servers

Like the community post about local media fallback last quarter, it’s tied to how the Edge handles routing tables during failover. The BIOS power management switches to balanced mode when the UPS triggers, and that drops the NIC interrupt coalescing threshold. Bot requests pile up in the queue. Console shows the Edge service restarting the local SIP stack every 90 seconds. You’ll see the packet loss spike right after the failover event. The bot node times out waiting for the ASR stream.

Tried changing the failover timer in the Edge GUI to 5 seconds. Nothing changed. The secondary interface grabs the IP, but the routing table misses the default gateway update for the bot subnet. Flow execution halts at the AI decision node. Logs fill up with connection refused on port 8443. Hardware watchdog kicks in and resets the network stack. Doing jack all to fix the routing table sync. Next step is checking the NIC driver version against the Dell firmware matrix.

2

The Edge survivability documentation states that local DNS cache must clear before the media pipeline resumes. When the primary link drops, the system doesn’t flip clean. It treats the failover as a data residency violation and locks the audit trail. You’ll need to adjust the resolver timeout to stop the twelve second hang. Edit /etc/genesys/edge/resolv.conf and set options timeout:2 attempts:2. The compliance log usually flags a gap in the SAML handshake window when the local VM loses the retention matrix check. The audit trail gaps out sometimes. It’s messy when the cache locks. Sorry for the newbie question, but does the SOC2 control actually require the bot container to stay active during the HIPAA encryption rotation? The pipeline will return 502 if the validator can’t reach the webhook endpoint. Leave the timeout at zero and watch the security log.