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  • 1.  Screen Recording Not Capturing for Some Agents Despite Latest GCBA Version

    Posted 01-28-2026 11:52
    No replies, thread closed.
    Hi everyone,
     
    Is anyone currently experiencing issues with agent screen recordings not being captured for certain users, even though they are all running the latest version of the Genesys Cloud Background Assistant (GCBA 1.6.414.0)?
     
    We've been seeing this issue since the end of December, and it only affects some agents intermittently while others continue to record without any issues.
     
    I've already opened a support case, but I wanted to reach out to the community to check whether anyone else is seeing similar behavior or is aware of any recent bugs or changes that might be related.
     
    Any insight or shared experiences would be greatly appreciated.
    Thanks!

    #Reporting/Analytics

    ------------------------------
    Gary
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  • 2.  RE: Screen Recording Not Capturing for Some Agents Despite Latest GCBA Version
    Best Answer

    Posted 01-28-2026 12:06
    No replies, thread closed.

    Hello Gary, 

    Support will be the best way to move forward with this as they will be able to provide more insight on your environment and what could be causing the issue. 

    But I do have some smallish troubleshooting steps to help get you started.

    • Ensure affected agents have the Recording > ScreenRecording > Participate permission
    • Verify all ports for screen recording are allowed in your firewall
    • Try using the same affected user accounts with the desktop app to determine if its specifically GCBA or another issue. 
    • Review GCBA log files for any error messages. 

    That should be able to get you started looking into this. But Support should have more logging and details. 

    Cheers, 



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



  • 3.  RE: Screen Recording Not Capturing for Some Agents Despite Latest GCBA Version

    Posted 01-28-2026 15:24
    No replies, thread closed.

    We are having this issue since November/December and we have been back and forth with Genesys Support. Still no resolution



    ------------------------------
    Dianne
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  • 4.  RE: Screen Recording Not Capturing for Some Agents Despite Latest GCBA Version

    Posted 01-30-2026 12:40
    No replies, thread closed.

    I was in the same boat until this week. After  uninstalling GCBA and reinstalling, selecting yes on the pop ups,  there were still a select few that didn't work.

    I discovered there were windows updates that were stuck and had not completed. After pushing the updates, a restart and again uninstalling and reinstalling GCBA and another restart, we finally got remaining stations to screen record. I tested on both edge and chrome. 



    ------------------------------
    Liz Marroquin
    Corporate Director of Call Centers
    Station Casinos
    ------------------------------

    Original Message


  • 5.  RE: Screen Recording Not Capturing for Some Agents Despite Latest GCBA Version

    Posted 01-29-2026 06:21
    No replies, thread closed.

    Hi Gary and Dianne, 

    we have been dealing with exactly this since December too. 

    What seems to have helped is additionally two things (to what Cameron mentioned, provided all of that is checked). 

    1. The Microsoft Edge (where our agents use GC has a permission which says "Allow to connect to any device on your local network"). it pops up on first opening of the GC tab similarly like permission to use microphone or location does. This needs to be allowed in order for the screen recording to work. Our Local IT deparement ended up forcing it to be enabled for the domain https://apps.mypurecloud.de (use your region domain of course) mandatory for all PCs in office
    2. Make GCBA start-up on Windows start-up but use "start automatically with a delay" instead of just start automatically immediately. Don't ask me why but somehow this makes GCBA function well then. 

    Hope this might help and happy to read also other cases and hopefully resolutions in the thread. 

    Cheers - Anton



    ------------------------------
    Anton Dudko
    Genesys Cloud Support Expert BRQ
    ------------------------------



  • 6.  RE: Screen Recording Not Capturing for Some Agents Despite Latest GCBA Version

    Posted 01-30-2026 09:10
    No replies, thread closed.

    Hi @Gary Pinnock

    Please the link below to similar discussion, a community member recommended some registry settings. Hope this helps. 

    https://community.genesys.com/discussion/edge-143-breaking-gcba-screen-recording-heres-the-fix-local-network-access-registry-keys



    ------------------------------
    Vincent Sabolboro
    Genesys Cloud SME
    ------------------------------

    Original Message


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