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  • 1.  Genesys Cloud Background Assistant (GCBA) 1.6.414 issue.

    Posted 12-11-2025 13:06
    No replies, thread closed.

    Hello everyone.  I'm having an issue with the new version of the GCBA.  It seems the installation of the package is being rolled out properly but when pulling up the task manager, only the GcbaMain process is launching.  The GcbaBrowser processes are not launching when connecting to Genesys via the browser.  I see no difference on a workstation where the software works and one that does not from an installation perspective.  I'm wondering if there is a log that I can pull up that would point me in the right direction.  I would expect an error message is the software was properly installed but I'm not exactly sure what it would be.

    I'm open to any suggestions...  Let me know what you think.


    #Unsure/Other

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    Todd Rioux
    Sr. IT system analyst
    WestJet Airlines
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  • 2.  RE: Genesys Cloud Background Assistant (GCBA) 1.6.414 issue.

    Posted 12-11-2025 14:09
    No replies, thread closed.

    By any chance, are you launching GCBA with elevated privileges? If so, try applying the --do-not-de-elevate command line parameter and see if it helps. Just a shot in the dark.



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    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
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  • 3.  RE: Genesys Cloud Background Assistant (GCBA) 1.6.414 issue.

    Posted 12-11-2025 17:29
    No replies, thread closed.

    I'll give that a shot but if that was the case, the issue would likely be happening to everyone.  I'll let you know how it goes.



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    Todd Rioux
    Sr. IT system analyst
    WestJet Airlines
    ------------------------------

    Original Message


  • 4.  RE: Genesys Cloud Background Assistant (GCBA) 1.6.414 issue.
    Best Answer

    Posted 12-12-2025 08:48
    No replies, thread closed.

    Can you open a ticket and provide GCBA logs, so we can troubleshoot



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    Girivasan S K
    Staff Software Engineer
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    Original Message


  • 5.  RE: Genesys Cloud Background Assistant (GCBA) 1.6.414 issue.

    Posted 12-12-2025 09:27
    No replies, thread closed.

    I'm still gathering some data and that's our next step.  I expect it will be submitted today.



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    Todd Rioux
    Sr. IT system analyst
    WestJet Airlines
    ------------------------------

    Original Message


  • 6.  RE: Genesys Cloud Background Assistant (GCBA) 1.6.414 issue.

    Posted 12-17-2025 14:03
    No replies, thread closed.

    Thank you very much for this information!  We've tested this by adding the GC URL to LNA setting in our Edge browser and it's fixed the issue!  Not sure if we will have to add this to the registry or if just by adding it into the LNA settings will be enough, but either way - very happy to see this is resolving our issue!



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    Christopher Mitton
    TBD
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    Original Message


  • 7.  RE: Genesys Cloud Background Assistant (GCBA) 1.6.414 issue.

    Posted 12-12-2025 10:11
    No replies, thread closed.

    Hi, the reason because the screen is not recorded is caused by a feature released on Nov 4th by Google Chrome and it causes a conflict with GCBA. 

    https://chromestatus.com/feature/5152728072060928

    In order to fix it, the browser must enable the Local Network Access (LNA) through a registry documented here: 

    https://help.mypurecloud.com/articles/deploy-genesys-cloud-background-assistant-gcba/

    If your company is using the embeddable framework, then additionally 3 additional flags are required

    My company is struggling with this issue since the beginning of November, spending a huge amount of hours from many people to discover this issue. It´s a shame that Genesys has not announce this impact and mitigation steps.

    Hope this helps.



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    Jesus Vallejo
    CEMEX
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  • 8.  RE: Genesys Cloud Background Assistant (GCBA) 1.6.414 issue.

    Posted 12-24-2025 14:36
    No replies, thread closed.

    We are having issues with recording not working for some users but others are fine. Is this the same for you or is it not functioning for ALL users?



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    Dan Sellar
    Contact Center Manager
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    Original Message


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