Experiencing intermittent 504 Gateway Timeout errors when our AppFoundry integration attempts to refresh OAuth tokens for Genesys Cloud instances hosted on customer BYOC edges. The application manages a multi-tenant environment, handling token lifecycle for over 50 distinct organizations simultaneously.
The issue appears specifically during the POST /oauth/token call when the grant type is refresh_token. Standard Genesys Cloud public endpoints respond within acceptable latency thresholds (<200ms), but requests directed at BYOC edge nodes consistently hit the 30-second timeout limit configured in our HTTP client. This behavior correlates with high load periods in the Pacific timezone, suggesting a potential bottleneck in the edge’s internal authentication service or network egress rules.
We have verified that the service account permissions are correctly scoped for integration:token:write and that the client credentials are valid. The error payload does not provide specific debug information, only the generic 504 response. Has anyone encountered similar latency issues with BYOC OAuth endpoints?
Our current hypothesis involves the edge node’s connection pool to the central identity provider. We are considering implementing an exponential backoff strategy with jitter to mitigate these failures, but we are concerned about the impact on agent experience if token refreshes fail repeatedly.
Additionally, we have observed that the X-Request-Id headers are being generated, but tracing these IDs through the BYOC support ticket system has yielded limited results so far. Are there specific logging levels or diagnostic endpoints available for BYOC edge nodes that can help isolate whether this is a network transit issue or an application-level processing delay on the edge itself?
Any insights into best practices for handling OAuth resilience in BYOC environments would be appreciated. We are currently evaluating if moving to a long-lived access token strategy is feasible, though security compliance requirements generally discourage this approach.