Quick question about the specific behavior we are seeing with the BYOC Edge Proxy when attempting to establish a persistent WebSocket connection from our custom AppFoundry integration. We are currently deploying a Premium App that requires real-time bidirectional communication with an external CRM system, and the connection is consistently failing with a 502 Bad Gateway error specifically during the HTTP upgrade phase to WebSocket. The initial HTTPS handshake completes successfully, returning a 200 OK, but the subsequent upgrade request to the Genesys Cloud platform endpoint times out after exactly 15 seconds, which aligns perfectly with our configured idle timeout on the NGINX reverse proxy running inside our private AWS VPC. We have verified that the security group rules allow outbound traffic on port 443 and that the DNS resolution for the edge proxy endpoint is correct. The error logs on the proxy side show no SSL handshake failures, suggesting the issue lies deeper in the platform’s acceptance of the connection or a routing mismatch within the BYOC network configuration. We are using the latest version of the Genesys Cloud SDK for Node.js, version 14.2.1, and have confirmed that the OAuth token being passed in the initial request is valid and has not expired. The integration works flawlessly in the standard Genesys Cloud SaaS environment, which leads us to believe this is related to how the BYOC edge proxy handles WebSocket upgrades or potentially a misconfiguration in the virtual network interface settings. Has anyone successfully configured a similar WebSocket tunnel through the BYOC edge proxy, and if so, are there specific header requirements or timeout adjustments needed on the proxy side to prevent this 502 error? We have checked the platform status page, and there are no reported outages in our region, so this appears to be an isolated configuration issue. Any insights into the expected behavior of the edge proxy regarding WebSocket upgrades would be greatly appreciated, as we are currently blocked from deploying this integration to production. We have also reviewed the rate limiting headers, and we are well within the allowed thresholds, so throttling is not the cause here.
According to the docs, they say that when dealing with byoc edge proxy and websocket upgrades, especially for appfoundry custom apps, you need to be very careful about the header forwarding. a 502 bad gateway during the upgrade phase usually means the proxy is dropping the connection because it doesn’t recognize the upgrade intent or the target endpoint is rejecting the connection due to missing or malformed headers. in our experience with servicenow integrations, we’ve seen this when the x-forwarded-for or x-real-ip headers aren’t propagated correctly through the edge.
check your architect flow or data action configuration. if you are using a webhook to trigger this, ensure the payload includes the necessary websocket origin and host headers. also, verify that your servicenow rest api endpoint is configured to accept websocket connections if that’s what you are trying to establish, although typically servicenow uses rest for ticket creation. if you are trying to do real-time bidirectional comms, you might need a middleware like mulesoft or azure logic apps to handle the websocket translation before hitting servicenow.
try adding these headers to your initial http request before the upgrade:
{
"upgrade": "websocket",
"connection": "upgrade",
"sec-websocket-key": "dGhlIHNhbXBsZSBub25jZQ==",
"sec-websocket-version": "13",
"origin": "https://yourgenesyscloudinstance.my.com"
}
also, check the byoc edge proxy logs in the admin portal. look for any tls termination issues. sometimes the edge proxy drops the connection if the ssl certificate chain is incomplete. ensure your custom appfoundry app is registered with the correct redirect uri and that the cors settings allow the websocket origin. if you are still seeing 502, try testing the endpoint directly from a postman websocket client to rule out any network-level blocking.