Genesys Cloud - Main

Hi All,

Getting this playback error repeatedly when trying to view any Interaction details/ recording. It just loops this loading over and over. Is/ has anyone else seen this and if so, what was the fix?

#Reporting/Analytics

------------------------------
John Butine
------------------------------

Hello John, 

I can see we have a couple of reports on our end about this behavior. Please open a case with support so it can be investigated. If you can please provide console and network logs also any affected interaction ids seeing this error would be extremely helpful to support as well. If you want you can come back here with your case number so I can keep tabs on it internally as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Case #0003928821 has been submitted, thanks!

------------------------------
John Butine
------------------------------

Original Message:
Sent: 12-03-2025 14:12
From: Cameron Tomlin
Subject: Playback Error

Hello John, 

I can see we have a couple of reports on our end about this behavior. Please open a case with support so it can be investigated. If you can please provide console and network logs also any affected interaction ids seeing this error would be extremely helpful to support as well. If you want you can come back here with your case number so I can keep tabs on it internally as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Checked this morning and seems like we are good to go now, curious as to what the issue was or how it sorted itself out.. maybe it just needed a good night's sleep! Lol thanks for the replies here all

------------------------------
John Butine
------------------------------

Original Message:
Sent: 12-03-2025 14:12
From: Cameron Tomlin
Subject: Playback Error

Hello John, 

I can see we have a couple of reports on our end about this behavior. Please open a case with support so it can be investigated. If you can please provide console and network logs also any affected interaction ids seeing this error would be extremely helpful to support as well. If you want you can come back here with your case number so I can keep tabs on it internally as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Hi John

I tested in our Org and I'm able to listen to all recordings.

Wanted to confirm if you are using the cloud application or perhaps a internet Browser?  Also, did the issue start today?

Regards

Stephan

------------------------------
Stephan Taljaard
NA
------------------------------