Genesys Cloud - Main

Hey all,

anyone else having issues when trying to play back call recordings?

The transcoding starts, the duration shows as "Infinityyears" and playback stops after 10-15 secs. 

When you try to skip to parts of the recording or transcript the play button spins and doesn't play. And sometimes you can only hear one side of the conversation.

Very strange behavior.  Is this in Chrome or other browser?  I would definitely open a ticket for this.  

Hey all,

anyone else having issues when trying to play back call recordings?

The transcoding starts, the duration shows as "Infinityyears" and playback stops after 10-15 secs. 

When you try to skip to parts of the recording or transcript the play button spins and doesn't play. And sometimes you can only hear one side of the conversation.

Hello!  We just started experiencing this this week.  We have onshore (US) and offshore users and finding this is only happening with onshore users.  Did anything or genesys have a solution for this?

Thank you,

Very strange behavior.  Is this in Chrome or other browser?  I would definitely open a ticket for this.  

Hey all,

anyone else having issues when trying to play back call recordings?

The transcoding starts, the duration shows as "Infinityyears" and playback stops after 10-15 secs. 

When you try to skip to parts of the recording or transcript the play button spins and doesn't play. And sometimes you can only hear one side of the conversation.

Hey Lee,

I believe our issue was a bandwidth or connection issue to Cloud causing the response to be slow enough to not register when the transcoding was taking place.
Funnily enough, it was only happening to users in our office, those on external networks worked fine - so I suspect it was an issue with our ISP or network serving our office.

Hello!  We just started experiencing this this week.  We have onshore (US) and offshore users and finding this is only happening with onshore users.  Did anything or genesys have a solution for this?

Thank you,

Very strange behavior.  Is this in Chrome or other browser?  I would definitely open a ticket for this.  

Hey all,

anyone else having issues when trying to play back call recordings?

The transcoding starts, the duration shows as "Infinityyears" and playback stops after 10-15 secs. 

When you try to skip to parts of the recording or transcript the play button spins and doesn't play. And sometimes you can only hear one side of the conversation.

Hey all,

anyone else having issues when trying to play back call recordings?

The transcoding starts, the duration shows as "Infinityyears" and playback stops after 10-15 secs. 

When you try to skip to parts of the recording or transcript the play button spins and doesn't play. And sometimes you can only hear one side of the conversation.

Were you able to find a resolution for this? We are also experiencing this issue with call recordings

Hey all,

anyone else having issues when trying to play back call recordings?

The transcoding starts, the duration shows as "Infinityyears" and playback stops after 10-15 secs. 

When you try to skip to parts of the recording or transcript the play button spins and doesn't play. And sometimes you can only hear one side of the conversation.