Hello Brad,
That does certainly sound odd. If you are able to successfully recreate this issue, I would recommend capturing console and network logs and open a case with Product Support. If you do, please let me know what your case number is and I can monitor the issue internally.
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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 05-01-2026 12:44
From: Brad Wickson
Subject: Screen Recording Issues
Hello Community,
We are currently investigating an issue with screen recordings where the agent desktop video becomes distorted and then turns completely black, while audio recording continues uninterrupted.
Environment:
- Agents using the web-based desktop
- Latest version of Genesys Background Assist
- Issue observed across multiple agents (not user-specific)
Behavior observed:
- Screen recording starts normally
- At a certain point during the interaction, the screen distorts and then goes black
- Audio continues to record for the remainder of the interaction
- We've noticed the black screen consistently seems to occur at or immediately after a Pindrop prompt/pop-up appears
Questions for the community:
- Has anyone else experienced screen recordings going black while audio continues?
- Have you specifically seen this occur in conjunction with Pindrop or similar security/fraud tools?
- Were you able to determine root cause or apply a workaround or configuration change?
#Other
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Brad Wickson
Telcom Admin
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