Genesys Cloud - Main

We have agents where the screen recording starts fine but then gets very pixelated. They all have GCBA 1.7.468. Their network seems fine. Audio is fine. Running 2 monitors at 2560 x1440. Are there any dependent windows drivers or browser settings for GCBA? 

We are experiencing something similar. Call recordings start out ok and then the screen recording gets progressively worse. 

I'm seeing it both with agents using only the laptop screen and those that have additional free-standing monitor(s)

For our project, it started about a week ago. We are in the FedRAMP region, what platform/region are you in?

Hello Edward, 

I have some things you can look at to see if it helps. The pixelation you're experiencing could be from the bandwidth and compression rather than driver issues. 

Regarding the bandwidth, a single screen recording typically requires 150-250 kbps, but with two 2560x1440 monitors, your bandwidth requirements could be 2x or more, especially with on-screen movement. Screen resolution and amount of screen movement directly affect bandwidth required.

Then the memory,  the 32-bit version of GCBA can experience memory limitations with high resolution monitor setups. Since you're on version 1.7.468, which introduced the 64-bit version, ensure your agents are using the 64-bit installation rather than the 32-bit one. You can also check the GCBA logs for any memory related errors 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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FWIW we have multiple orgs and clients with this issue... some using the most recent GCBA version, some using a quite stale version, most if not all are on excellent network bandwidth connections.

Hi All

Please see feedback from Genesys dev team regarding this issue - https://community.genesys.com/discussion/screen-recordings-1#bm072d9f6a-bcb5-4d69-82f7-af260867df78

Regards