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  • 1.  Screen Recording Playback UI: Audio work fine, no video displayed

    Posted 20 days ago

    We have recently come across an issue where the GCBA is recording the screens properly, but the Screen Recording Playback UI is showing blank video, but the audio plays correctly.  If you click on the Download option in the upper right, the downloaded .WEBM files play correctly so the video is being recorded.  This issue occurs in both Chrome and Edge.


    #Reporting/Analytics

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    Chris Bourgeois
    N/A
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  • 2.  RE: Screen Recording Playback UI: Audio work fine, no video displayed
    Best Answer

    Posted 20 days ago

    HiChris 

    -

    Since the downloaded ".webm" file plays fine, you can rule out GCBA capture issues and focus on playback-related factors. A few things to check:

    • Hardware Acceleration (very common cause)
      Try disabling hardware acceleration in both Google Chrome and Microsoft Edge.
      There are known cases where browser GPU acceleration causes blank video in embedded players while audio continues to work.
    • Graphics / GPU Drivers
      Outdated or incompatible GPU drivers can affect WebM rendering inside browser-based players. Updating drivers often resolves this.
    • Browser Extensions / Policies
      Some security extensions or enterprise policies can interfere with video playback (especially canvas/video rendering). Test in an incognito window with extensions disabled.
    • Codec / Rendering Compatibility
      Even though ".webm" is supported, the embedded player may behave differently depending on system-level decoding vs browser decoding.
    • VDI / Remote Environments (if applicable)
      If users are in VDI (Citrix, VMware, etc.), GPU redirection or media optimization settings can impact playback in-browser while still allowing file playback locally.



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 3.  RE: Screen Recording Playback UI: Audio work fine, no video displayed

    Posted 15 days ago

    Thanks for the recommendations.  I had already tried 1 and 2 before posting with no success.  After reviewing software/hardware reports on the non-working and working computers, I noted that the working computers were running Win11 25H2 and the non-working was running Win11 24H2.  Once I applied the 25H2 OS update the recordings started working normally.  We submitted before and after logs from the computer to Genesys support to see if they could figure out exactly what may have been causing the issue.



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    Chris Bourgeois
    N/A
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    Original Message


  • 4.  RE: Screen Recording Playback UI: Audio work fine, no video displayed

    Posted 14 days ago

    @Chris Bourgeois- 

    I came across your post and started digging into our own release versions as well. In our environment, we have about 8 PCs running 25H2, while the rest of our fleet (hundreds) are still on 23H2.

    I took a closer look at two of the devices on 25H2-one is working as expected, but the other is not, so the behavior doesn't seem entirely consistent on our side.

    In your environment, did moving to the latest Background Assist version along with upgrading the OS to 25H2 resolve the issues across all devices, or are you still seeing inconsistencies?

    Also curious-are you using any kind of pre-authentication or voice security layer (for example, we use Pindrop)? Wondering if that might be contributing to differences in behavior as well.



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    Brad Wickson
    Telcom Admin
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    Original Message


  • 5.  RE: Screen Recording Playback UI: Audio work fine, no video displayed

    Posted 14 days ago

    Hi Chris,

    Thanks for sharing the additional findings - the OS dependency is very interesting. One angle that hasn't been mentioned yet might be related to how the Genesys embedded playback UI renders video streams vs. file-based playback.

    Since the recording itself is valid and the downloaded WebM plays correctly, this may point to an issue specific to in-browser rendering, not capture or encoding. A few hypotheses worth exploring:

    • Browser cache / IndexedDB corruption
      The playback UI relies heavily on cached assets and local browser storage. We've seen scenarios where clearing site data (not full cache, just Genesys-related IndexedDB and media cache) resolves blank video playback while audio continues normally.

    • Content Security Policy (CSP) / enterprise hardening
      Some Windows builds + enterprise security baselines introduce stricter media or canvas rendering policies. The UI may be blocked from rendering the video stream inline, while file download bypasses that path. Comparing applied GPOs or Defender ASR rules between builds could be useful.

    • Genesys media player updates tied to OS APIs
      It's possible the Playback UI is relying on newer media APIs or GPU abstractions that behave differently between 24H2 and 25H2, even with the same browser. This could also explain why behavior isn't 100% consistent across all 25H2 machines.

    • Tenant-level rollout timing
      Worth checking if Genesys rolled out any backend/UI changes to screen recording playback around the same time. A UI update combined with specific OS versions could surface edge cases like this.

    Submitting before/after logs was definitely the right move - it should help determine whether this is an OS-level media pipeline change or something the Genesys UI can harden against.

    Please keep us posted if support identifies a root cause; this feels like a valuable data point for others rolling OS updates gradually.

    Best regards,



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    Cesar Padilla
    INDRA COLOMBIA
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    Original Message


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