Genesys Cloud - Main

Hi Jessica,

I ran into a similar issue where screen recording wasn't working at all. In my case, it was caused by a Chrome update that restricted certain permissions. If I recall correctly, the setting that fixed it was enabling "Local Network Access."

You can find this option under the browser's Privacy and Security settings. It might be worth checking that permission to see if it resolves the issue for you.

Best regards,

Thanks, Angel! We actually had that option automatically applied to all the agents PureCloud access with the Chrome browser.  We did confirm that is it currently running on her system but still having this issue. 

Hi Jessica,

I ran into a similar issue where screen recording wasn't working at all. In my case, it was caused by a Chrome update that restricted certain permissions. If I recall correctly, the setting that fixed it was enabling "Local Network Access."

You can find this option under the browser's Privacy and Security settings. It might be worth checking that permission to see if it resolves the issue for you.

Best regards,

Hi Jessica, good morning.

Could you please collect the console and network logs? This might help identify the specific error and provide more clarity on what is happening.

In the meantime, it might be worth checking if an antivirus is scanning and blocking the connection. You could try adding the Genesys URL to your browser's trusted sites or its performance whitelist.

Best regards.

Thanks, Angel! We actually had that option automatically applied to all the agents PureCloud access with the Chrome browser.  We did confirm that is it currently running on her system but still having this issue. 

Hi Jessica,

I ran into a similar issue where screen recording wasn't working at all. In my case, it was caused by a Chrome update that restricted certain permissions. If I recall correctly, the setting that fixed it was enabling "Local Network Access."

You can find this option under the browser's Privacy and Security settings. It might be worth checking that permission to see if it resolves the issue for you.

Best regards,

Hi,

One thing that can cause this is if the agent's screen goes into screenlock - it will break the connection for screen recording without affecting the audio.

We have some random occurrences of screen rec going blank, and Genesys support have requested console & network logs from affected users so they can look into it further.

Hi Jessica,

FYI. 

Screen recording would be stopped even if there is a small packet of data loss for a fraction of milliseconds. Once the connection is disconnected it does not re-establish. This is the reason screen recording is not available while the call was in progress for your interaction. Let's hear from Genesys Care team too. Please update here once you receive a response from care team. 

Thank you, Raja for the information. I will pass this along to our internal team. Once we have any information on the why, I will be sure to update. 

Hi Jessica,

FYI. 

Screen recording would be stopped even if there is a small packet of data loss for a fraction of milliseconds. Once the connection is disconnected it does not re-establish. This is the reason screen recording is not available while the call was in progress for your interaction. Let's hear from Genesys Care team too. Please update here once you receive a response from care team. 

Just an update that we are still working with Genesys to demine the cause and how to prevent but so far nothing

Thank you, Raja for the information. I will pass this along to our internal team. Once we have any information on the why, I will be sure to update. 

Hi Jessica,

FYI. 

Screen recording would be stopped even if there is a small packet of data loss for a fraction of milliseconds. Once the connection is disconnected it does not re-establish. This is the reason screen recording is not available while the call was in progress for your interaction. Let's hear from Genesys Care team too. Please update here once you receive a response from care team. 

Hi Jessica

Do you got any update from support ?

Just an update that we are still working with Genesys to demine the cause and how to prevent but so far nothing

Thank you, Raja for the information. I will pass this along to our internal team. Once we have any information on the why, I will be sure to update. 

Hi Jessica,

FYI. 

Screen recording would be stopped even if there is a small packet of data loss for a fraction of milliseconds. Once the connection is disconnected it does not re-establish. This is the reason screen recording is not available while the call was in progress for your interaction. Let's hear from Genesys Care team too. Please update here once you receive a response from care team. 

Hi Jessica

We're seeing the same issue in my client org.

Support requested console and network logs, but since it happens randomly, they're not possible to capture.

In one test I overloaded the CPU, which caused the GcbaBrowser process to stop. 

However, my client isn't experiencing CPU problems.

Looking for update in community. 

Best regards,

We notice this when we ran the old Beta version of GCBA or when the computer was struggling for memory, we use Chrome which is a memory pig and was impacted when our agents had a load of Tabs open..draining memory