Anyone free to help troubleshoot this persistent 502 Bad Gateway error during our Edge BYOC setup. We are migrating from Zendesk to Genesys Cloud and trying to establish a private connection for our EU agents. In Zendesk, we relied on their global infrastructure, but now we need this local Edge for latency compliance in France. The Edge appliance shows ‘Connected’ in the Genesys Cloud admin console, but the health check endpoint /api/v2/edge/byoc/health returns a 502 when called from the Genesys Cloud side. The logs on the Edge VM show successful TLS handshakes with the Genesys Cloud region, yet the traffic seems to drop after the initial ACK.
- Verified that ports 443 and 4443 are open and not blocked by any intermediate firewalls between the Edge VM and the Genesys Cloud endpoints.
- Confirmed the certificate chain on the Edge appliance matches the CA trusted by Genesys Cloud, and re-imported the certificate bundle just to be sure.
Any insights on why the health check would fail at the application layer despite successful network connectivity? This is blocking our cutover plan.