Due to a known issue on authentication, we have decided to rescind the latest version of Genesys Cloud Background Assistant (GCBA) 1.4.266 released on January 27, 2025. Because of the regression, customers are requested to fallback to using the last stable GCBA version 1.4.262, which can be obtained from GCBA download page.
We will be releasing a new version of GCBA in the near future to fix the known issue.
Am I affected?
You are affected only if you have installed GCBA version 1.4.266 in the past month. Otherwise, no action is necessary. If you have installed GCBA version 1.4.266, please uninstall and then install with GCBA version 1.4.262.
You can identify your GCBA version by either:
- going to Windows Services, and look for the version number in the description
What is the known issue of GCBA 1.4.266?
In this GCBA version, a time-based assertion was added at GCBA's authentication process. The assertion can potentially fail the authentication token passed by the browser to GCBA, particularly when there is time synchronization issue at the local desktop, causing GCBA to fail to login with Genesys Cloud and therefore unable to perform screen recording.
I have been using GCBA 1.4.266. How do I know if the known issue has impacted me?
Not all users using GCBA 1.4.266 have failed to capture screen recording. To verify, look into GCBA logs (typically in C:\Program Files (x86)\Genesys\GenesysCloudBackgroundAssistant\logs\background-assistant.log), and look for authentication failure events, such as "ERROR||GcbaMain.Services.Token|Failed to authenticate,Token has invalid issued at time". GCBA would have been unable to capture screen recording in the event of authentication failure.
#Interaction/ScreenRecording
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Director, Product Management – Recording and Real-time Supervision
Workforce Engagement Management (WEM)
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