I’m running into a weird issue with our Python automation script that interacts with the Genesys Cloud API. The script uses the genesyscloud_python SDK to handle authentication and data retrieval. It works fine for a while, but as soon as the access token expires and the SDK attempts to refresh it using the client credentials flow, subsequent API calls start failing with a 401 Unauthorized status.
Here’s the setup:
- Environment: Production (US-East)
- SDK Version:
genesyscloud_python 158.0.0 - Server Timezone: Europe/London (UTC+0)
I’ve verified that the refresh token is valid and the client ID/secret are correct. The interesting part is that the expires_in value returned by the /oauth/token endpoint seems correct (usually 3600 seconds), but the token appears to be rejected by Genesys almost immediately after the refresh completes.
I added some debug logging to track the timestamps:
import time
from genesyscloud.platform_client import PlatformClient
from genesyscloud.auth import OAuthClientCredentialsAuthenticator
# ... setup config ...
authenticator = OAuthClientCredentialsAuthenticator(
client_id=config['client_id'],
client_secret=config['client_secret']
)
client = PlatformClient(authenticator=authenticator)
# Force a refresh by invalidating the current token manually for testing
client.authenticator.access_token = None
client.authenticator.refresh_token = None
print(f"Local Time: {time.time()}")
print(f"Attempting refresh...")
try:
# This internally calls /oauth/token
client.authenticator.get_access_token()
print(f"Refresh successful. New token acquired.")
# Immediate API call
response = client.get_routing_queues()
print(f"API Call Success: {response.status_code}")
except Exception as e:
print(f"Error: {e}")
The output looks like this:
Local Time: 1715623400.123
Attempting refresh...
Refresh successful. New token acquired.
Error: 401 Client Error: Unauthorized for url: https://api.mypurecloud.com/api/v2/routing/queues
I suspect this might be a clock skew issue. Our server’s time is synced via NTP, but I’m not 100% sure if there’s a drift between our server and Genesys’s token validation service. The JWT payload shows an iat (issued at) and exp (expiration) timestamp. If Genesys’s server thinks the token was issued in the future or has already expired due to a slight time difference, it would reject it.
Has anyone else seen this? Should I be adjusting the iat claim manually before signing the request? Or is there a way to configure the SDK to account for a few seconds of clock skew? I’ve tried adding a small delay after the refresh, but that feels like a hack.
Any pointers on how to debug the exact reason for the 401 would be appreciated. The error response body is just empty, so I can’t see a specific error message from Genesys.