Primary WAN link cuts again during the Tokyo ISP maintenance window. Edge 2024.6.1 on the R750 pair flips straight into local survivability mode. The main menu IVR isn’t playing prompts anymore. It’s throwing HTTP 502 Bad Gateway on every Play block. Local media cache shows the files are actually sitting on the /opt/genesys/edge/media partition. Checked the R750 network bonding config in the BIOS, eth0 and eth1 are both up but the active slave keeps flapping. Switching the flow to a static MP3 file doesn’t help either. Console logs just spam MEDIA_PROXY_TIMEOUT every 3 seconds. DNS resolution inside the Edge container points to the local loopback, which seems correct. Packet capture on the management port shows outbound TCP 443 attempts timing out to the media CDN. Not sure if the local proxy needs a specific routing table update or if the TTS engine just won’t function offline. BIOS date/time sync drift might be messing with the JWT validation too.
Check your Edge media cache configuration first. The 502 usually means the Edge process can’t resolve the local file path because the media URI isn’t mapped to the local disk correctly in the survivability profile. It’s not a network issue if the files are physically there.
{
"mediaCache": {
"enabled": true,
"localPath": "/opt/genesys/edge/media",
"uriMapping": {
"prefix": "https://media.genesyscloud.com/",
"localRoot": "/opt/genesys/edge/media"
}
},
"survivability": {
"mode": "local",
"fallbackMediaSource": "local"
}
}
You need to verify the uriMapping prefix matches exactly what your IVR flow is requesting. If the IVR is calling https://media.genesyscloud.com/prompts/main.wav but the cache config has a different prefix or the localRoot is off by one directory, the Edge media server returns a 502 instead of serving the local file.
Also, check the permissions on that directory. The genesys user needs read access to /opt/genesys/edge/media. Run ls -l /opt/genesys/edge/media to confirm. If the files are owned by root, the Edge service can’t read them during local playback.
Fix the path mapping in the Edge config, restart the edge-service, and the prompts should play. If it still fails, check the edge.log for the specific file path it’s trying to access. It’s almost always a path mismatch or a permission denied error masquerading as a gateway timeout.