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Omni Channel For Cusomer Service "Issue With PresenceStatus" Got 2 Loading Icons - sandbox

Hi , I got An Issue With Omni Channel - i dont know why buy i got a issue with the loading icon - its keep loading and i also got this message :
Its happeing with unknow Reason - just opeening my OmniChannel App

: {clientSessionId: 'XXXXXXXXXXXXXXXXXXXXXXXXXX', correlationId: 'XXXXXXXXXXXXXXXXXXXXXXXXXX', updatePresenceReason: undefined, fromAgentLogin: undefined, fromSignalRPresenceUpdate: true, …}
ExceptionDetails: Map(3) {'message' => 'agentPresenceStatus returned false', 'msdyn_name' => 'setAgentPresence', 'errorCode' => 102}
TransactionId: "9bbc5452-bd6e-4a1a-aaa7-16b6ff9c1ad9"
[[Prototype]]: Object

1. clientSessionId: "XXXXXXXXXXXXXXXXXXXXXXXXXX"
2. correlationId: "XXXXXXXXXXXXXXXXXXXXXXXXXX"
3. fromAgentLogin: true
4. fromSignalRPresenceUpdate: undefined
5. pageVisibilityState: "visible"
6. updatePresenceReason: undefined
7. [[Prototype]]: Object
ExceptionDetails: Map(3)
1. [[Entries]]
  1. 0: {"message" => "agentPresenceStatus returned false"}
  2. 1: {"msdyn_name" => "setAgentPresence"}
  3. 2: {"errorCode" => 102}
2. size: 3
3. [[Prototype]]: Map
TransactionId: "XXXXXXXXXXXXXXXXXXXXXXXXXX"
[[Prototype]]: Object

ExceptionDetails: Map(3)
1. [[Entries]]
  1. 0: {"message" => "agentPresenceStatus returned false"}
  2. 1: {"msdyn_name" => "setAgentPresence"}
  3. 2: {"errorCode" => 102}
2. size: 3
3. [[Prototype]]: Map
[[Prototype]]: Object
1. constructor: ƒ Object()
2. hasOwnProperty: ƒ hasOwnProperty()
3. isPrototypeOf: ƒ isPrototypeOf()
4. propertyIsEnumerable: ƒ propertyIsEnumerable()
5. toLocaleString: ƒ toLocaleString()
6. toString: ƒ toString()
7. valueOf: ƒ valueOf()
8. __defineGetter__: ƒ __defineGetter__()
9. __defineSetter__: ƒ __defineSetter__()
10. __lookupGetter__: ƒ __lookupGetter__()
11. __lookupSetter__: ƒ __lookupSetter__()
12. __proto__: (...)
13. get __proto__: ƒ __proto__()
14. set __proto__: ƒ __proto__()

Categories:

Dynamics 365 Contact Center

Dynamics 365 Customer Service

that’s a common issue seen in Omnichannel for Customer Service (Dynamics 365) when the Presence Status component fails to initialize or sync with the connected Dataverse / Unified Routing services;

Troubleshooting:

Step 1:Check User Roles
Go to Power Platform Admin Center → Environments → [your environment] → Settings → Users + Permissions → Users
Open your user record
Ensure it has:
Omnichannel Agent
Omnichannel User
Customer Service Representative
If using voice, also Omnichannel Voice Agent
If roles were recently changed, sign out and back in to refresh security tokens.
Step 2:Clear Cache / Reload App
Sign out from the Omnichannel app.
Clear browser cache (especially localStorage and sessionStorage for your CRM URL).
Reopen Omnichannel from a fresh session (not via bookmark).
Try using InPrivate / Incognito mode to test.
Step 3: ⚙️ Verify App Profile
In Customer Service Admin Center → Agent Experience → App Profiles
Make sure your user is assigned to an App Profile that includes:
Valid Workstream(s)
Presence Configuration (default presence states)
If there’s no default presence, the app gets stuck trying to load presence.

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