Thanks Brad! I will forward to my team for review. I appreciate your assistance. We are working to escalate this issue again with Genesys....I will let you know if we hear anything other than "Network".
Original Message:
Sent: 05-06-2026 11:36
From: Brad Wickson
Subject: Screen Recording Issues
@Jessica Knight
I also came across another post related to screen issues that might be worth checking out. It could be helpful to review and see if anything in your environment aligns or stands out as a potential fix.
https://community.genesys.com/discussion/screen-recording-playback-ui-audio-work-fine-no-video-displayed#bm38ed54d7-3e1f-4b77-9ee9-019df870d991
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Brad Wickson
Telcom Admin
Original Message:
Sent: 05-04-2026 14:14
From: Jessica Knight
Subject: Screen Recording Issues
Hey Brad,
Can you advise are your people on a VDI/Virtual Desktop?
Thanks,
Jessica
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Jessica Knight
Contact Center Systems Coordinator
Original Message:
Sent: 05-04-2026 11:08
From: Brad Wickson
Subject: Screen Recording Issues
Thanks for your insight, Jessica. i have looked through you post as well and mostly have done the same suggestions for fixes. Lets hope for some type of fix from Genesys or at least better insight on where to look because i have had no direction but just "network" issue.
Lets keep each other posted of suggestions from the vendor. Thanks!
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Brad Wickson
Telcom Admin
Original Message:
Sent: 05-04-2026 10:27
From: Jessica Knight
Subject: Screen Recording Issues
Hi Brad,
We are experiencing the same issue. I put something out on the Community back in Jan 2026 because we also have a ticket in with our Vendor, C1, and Genesys since Oct 2025. I just noticed though the Admin closed my conversation. (https://community.genesys.com/discussion/screen-recordings-stopping-mid-call-but-the-call-continues#bm8ffb3d30-2fe7-4a69-9b17-019cace13cc6)
We have been working on this issue pretty much weekly with Genesys but still no real information as to why this is happening or any solutions on how to prevent it. It has been overly frustrating with the length of how long this issue has been going on with zero information from Genesys. We did get a Genesys engineer to finally admit he has multiple tickets from multiple companies with this same complaint.
Hopefully you will have better luck...
Jessica
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Jessica Knight
Contact Center Systems Coordinator
Original Message:
Sent: 05-01-2026 13:09
From: Brad Wickson
Subject: Screen Recording Issues
Thanks for the reply. we have had a case open since Aug of last year. we go through our partner Lumen and they open a case directly with Genesys. I have pulled multiple interaction ID's and full logs and they have been sent to Genesys. the feedback is they are saying "Network"
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Brad Wickson
Telcom Admin
Original Message:
Sent: 05-01-2026 12:59
From: Jason Kleitz
Subject: Screen Recording Issues
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
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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