Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Screen Recording Issue with 4 Displays (Laptop + 3 Monitors)

    Posted 6 hours ago

    Hi everyone,

    I'm running into a strange issue with Genesys Cloud screen recordings and I'm curious if anyone else has experienced something similar.

    We have several users who work with three external monitors plus their laptop display, for a total of four screens. Screen recording is enabled, and the recordings generally capture all displays as expected. However, for some users, one of the recorded screens appears to be a duplicate of another monitor, rather than showing the actual content that was displayed on that screen.

    What's odd is that Windows display settings are configured correctly, all monitors are set to Extend, and the issue is only apparent when reviewing the recording. From the user's perspective, everything looks normal while working.

    I'm trying to determine:

    • Has anyone else seen a screen recording capture a duplicate monitor when recording 4 displays?
    • If so, was the issue related to Genesys Cloud, the screen recording component, graphics drivers, dock hardware, display adapters, or something else?
    • Were there any configuration changes or troubleshooting steps that helped identify the root cause?

    At this point, I'm mainly looking to understand whether this is an isolated issue or something others have encountered in environments with multiple monitors.

    Any insights would be greatly appreciated.

    Thanks!


    #Other

    ------------------------------
    Richard Mathurin
    Application Analyst
    ------------------------------


  • 2.  RE: Screen Recording Issue with 4 Displays (Laptop + 3 Monitors)

    Posted an hour ago

    Hi @Pierre Mathurin,

    Thank you for sharing this issue with us. This is the first time I've come across a report like this.

    According to the official documentation, up to four 4K monitors are supported:
    https://help.genesys.cloud/articles/multi-monitor-screen-recording/

    Additionally, I believe your organization's concurrent recording capacity is configured based on the number of agents and their respective monitors.

    Since the issue is occurring on only one workstation, could you share some additional details about its configuration?

    • Which browser is being used on a daily basis?
    • Which version of CGBA is installed? Is it x86 or x64?
    • Are the monitors connected to the laptop through a hub or docking station, or are they connected directly to the laptop's video outputs?
    • Information about the graphics card and the installed driver version would also be helpful.

    With this information, we may be able to better understand whether there is something specific to this workstation that could be contributing to the issue.



    ------------------------------
    Jhonatan Engel
    Support Analyst
    ------------------------------



  • 3.  RE: Screen Recording Issue with 4 Displays (Laptop + 3 Monitors)

    Posted an hour ago
    Edited by Cameron Tomlin an hour ago

    Hello, 

    GC does support multi-monitor screen recording, so if one of the recorded screens is showing a duplicate of another monitor rather than the content that was actually displayed there are a few things we can check.

    First thing that comes to mind is to confirm that the affected users have either Genesys Cloud Background Assistant (GCBA) or the Genesys Cloud desktop app installed and working correctly. If possible, you could also test using the alternative option to see if the same issue occurs.

    Then, Make sure all monitors are connected and detected before the interaction starts, as a monitor added during an active interaction won't be included in that recording.

    It may also be worth comparing the affected users' machines with users where the recording is working correctly, as multi-monitor recording can require additional system resources.

    Finally, I would check the GCBA logs on an affected machine for any errors around the time the recording was captured.

    As this is only affecting some users, I would also compare their hardware and display setup to users who aren't seeing the issue. Things like graphics drivers, docking stations or display adapters could be worth checking.

    If everything looks correct and the issue continues, I think this would be worth raising with Genesys Cloud Product Support. I would include some affected interaction IDs, timestamps, GCBA logs and details of the monitor/hardware configuration so they can investigate further.

    Here is some Genesys documentation that might help with checking configurations and such:

    As stated if the troubleshooting steps fail then a ticket with customer care is the next path forward as they can dig into logging and such. More so than we can do here in a public forum. 

    Hope this helps. 



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



Related Content