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Screen Capture in VDI Environment??

  • 1.  Screen Capture in VDI Environment??

    Top 25 Contributor
    Posted 10-29-2020 11:08
    Hello -

    We just went live yesterday with Genesys Cloud across our US Market.  All of our agents are working from home accessing Genesys Cloud desktop app via VmWare Virtual Desktop.  Everything works very well except screen capture - audio is fine but no screen capture on recorded calls.  I founbd the following on the Genesys site.  Has anyone encountered this issue and if so can you advise on "proper VDI configuration"?  Much appreciated


    #Integrations
    #QualityManagement

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    Thomas Jackson
    New Avon Company, a Delaware Corporation
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  • 2.  RE: Screen Capture in VDI Environment??

    Posted 10-29-2020 11:36
    Edited by Facundo Nowicky 10-29-2020 11:41

    Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider. 

    This is what I can tell you based on gathered information and experience.-

    First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-

    Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.

    The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.

    Both settings cause increased resource utilization, and are not optimal settings for VDIs.-

    I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!

    Regards,

    PS: I remembered that there is some good info in this post: Basically My second point:

    The issue with that was in getting the screen recording service to correctly run and start under the proper user context at login. So this may have to do with how the screen recording functionality of the Desktop client is run/spawned.

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    Facundo Nowicky
    Interaxa S.A.
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  • 3.  RE: Screen Capture in VDI Environment??

    Posted 10-30-2020 08:28
    Hi Thomas,

    My customer has the same issue in their Citrix environment and spent many hours trying to understand why it wasn't working.  This seems to be a rabbit hole that Genesys is trying to avoid and I think they're working on it.  The biggest issue that I've seen is that there are scant details to help someone troubleshoot .  We were able to confirm that the screen recording communications to Genesys cloud were established through network captures, but that there was no data payload being sent.  Our best guess was there was a permissions issue or that security updates from Citrix were preventing Genesys from accessing the video driver.

    Facundo has some good input about resource considerations, however my former world had VMware/WYSE based VDI using the Genesys PureConnect product (premise-based) with 100% screen recording and no issues.  I think his reference the proper user context is a good place to look.  We ultimately gave up because Genesys took the position that it was something our VDI provider needed to resolve.

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    DonBertier
    Bertier CyberTech, LLC
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  • 4.  RE: Screen Capture in VDI Environment??

    Top 25 Contributor
    Posted 10-30-2020 10:21
    Thanks all - appreciate the responses.  We opened a care ticket and this is eventually the response from Genesys:

    "Hi Thomas,

     The VDIs are not actually recording the screen, it is giving us zero sized recordings and therefore they are not uploaded.

     For support of the VDIs, you would need to work with your VDI provider.

    "
    So, washing hands from Genesys.  Genesys knew exactly how our agents operated and in fact we discussed multi screen recording from within our VDI (which has been resolved), but never once did Genesys state that screen recording would not work period!!  Anyway, I must find a solution here as it is not an option to not record our screens for quality.

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    Thomas Jackson
    New Avon Company, a Delaware Corporation
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  • 5.  RE: Screen Capture in VDI Environment??

    Posted 10-30-2020 17:04
    I hope you find success.  Disappointing that there's really no help in troubleshooting the root cause. If you get any information on how to make this work, please share!

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    DonBertier
    Bertier CyberTech, LLC
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  • 6.  RE: Screen Capture in VDI Environment??

    Top 25 Contributor
    Posted 10-31-2020 09:24
    Can anyone confirm if there is a screen capture service that should be running in windows?  WE had Verint before Genesys and I recall verint having a screen capture service

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    Thomas Jackson
    New Avon Company, a Delaware Corporation
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  • 7.  RE: Screen Capture in VDI Environment??

    Top 25 Contributor
    Posted 30 days ago
    Given the desktop app is leveraging Chrome/ium essentially, it's possible that's where the screen recording is actually being managed.  So you may need to look at this from a Chrome extension/plugin angle rather than Genesys...

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 8.  RE: Screen Capture in VDI Environment??

    GCAP Member
    Posted 29 days ago
    There is no custom screen capture service but the screen recording feature does use several non-standard ports that may be blocked by firewalls - https://help.mypurecloud.com/faq/ports-screen-recording-require

    I suggest you use the desktop client's console to check for failing requests - https://help.mypurecloud.com/articles/gather-desktop-app-console-log/

    We had a similar issue and my recollection is that failing screen recording requests are fairly easy to identify.

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    Jason Rogers
    Ontario Teacher's Pension Plan
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  • 9.  RE: Screen Capture in VDI Environment??

    Top 25 Contributor
    Posted 29 days ago
      |   view attached
    Thank you Jason - I followed the steps and captured the following log.  Does it tell you or anyone else what may be happening?  I can see the screen capture failing but not sure why

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    Thomas Jackson
    New Avon Company, a Delaware Corporation
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    Attachment(s)

    txt
    log 1122020.txt   85K 1 version


  • 10.  RE: Screen Capture in VDI Environment??

    Top 25 Contributor
    Posted 29 days ago
    Regarding chromium - you are saying that the Genesys desktop app leverages some add-on's related to chromium in order to support screen capture?  Would you happen to have any further guidance here in terms of what the requirement is?

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    Thomas Jackson
    New Avon Company, a Delaware Corporation
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  • 11.  RE: Screen Capture in VDI Environment??

    Top 25 Contributor
    Posted 29 days ago
    Hi Thomas

    I'm not sure what it uses but only making an assumption that it's something within that Chromium base/SDK level which triggers the recording based on some event.  But it's more likely checking firewall ports is the right way to approach this initially.  I think I spotted in your log txt a few instances of timed out connection on the screen recording.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 12.  RE: Screen Capture in VDI Environment??

    GCAP Member
    Posted 28 days ago
    Yes, several lines in that console log show a failure :
    stash-logger.js:383 screen recording session failed, retrying {conversationId:
    My recollection is that the network tab (as opposed to the console log) showed the failing screen recording requests more clearly.

    Genesys support should be able to help confirm root cause or at least help with troubleshooting.

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    Jason Rogers
    Ontario Teacher's Pension Plan
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  • 13.  RE: Screen Capture in VDI Environment??

    Top 25 Contributor
    Posted 19 days ago
    So, this issue has been resolved.  However the resolution is not acceptable long term from a data security/networking POV and the Genesys documentation (supporting screen capture) is incomplete/incorrect.  Basically what we had to do is open up outbound ports on our firewalls to anywhere and everyone

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    Thomas Jackson
    New Avon Company, a Delaware Corporation
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  • 14.  RE: Screen Capture in VDI Environment??

    Posted 19 days ago
    On a positive note, you'll have a screen capture of the user clicking on the malware that starts the security incident!

    My customer's security team also had tremendous pause about the "all things AWS" necessity for phones.  Hopefully Genesys is working on a more deterministic way to enable improved security.

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    DonBertier
    Bertier CyberTech, LLC
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  • 15.  RE: Screen Capture in VDI Environment??

    GENESYS
    Posted 18 days ago
    Edited by Donald Huovinen 18 days ago
    I know many customers that use Force TURN  https://help.mypurecloud.com/articles/use-the-force-turn-feature/ which provides a small set of IP addresses where you require the wide port range for WebRTC. WebRTC is used for both phone calls (if agents are using WebRTC) and screen recording. Have you reviewed Force TURN and evaluated whether it would be beneficial?

    There is also work being done to move to a /20 CIDR block as communicated in the Release Notes - https://help.mypurecloud.com/releasenote/november-4-2020/

    Yes, you will still have a large IP address required for the non-media but a much smaller and more typical port range.

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    Donald Huovinen
    Genesys - Employees
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