Genesys Cloud - Main

Hello! 

Is anyone else noticing problems with their screen recording playback. Starting a month back or so we noticed that many of our call screen recordings are not opening (they will just keep spinning), for some of them screen Recordings will not start in the middle - if i click anywhere on the screen recording timeline it will just start all over again. Thirdly, we have noticed that sentiment markers are also missing from the audio recording timeline and we wont be able to drag/drop to listen from a particular position in audio recording. 

Was just wondering is this is happening just to us or is there someone else facing this? 

Note: We have added all the newly release IP Addresses to our network. Support Cases have been raised with genesys but not a satisfactory responses from them as well. 

Appreciate any help/insight from anyone on this! 

Hello Suyog, 

Apologizes that you are having issues with Screen recordings. It sounds like you have taken the right path and opened a case with customer care as they can take a look to see whats going on under the hood with console and network logging. Can you provide the support case you have opened? 

Cheers,

Hello! 

Is anyone else noticing problems with their screen recording playback. Starting a month back or so we noticed that many of our call screen recordings are not opening (they will just keep spinning), for some of them screen Recordings will not start in the middle - if i click anywhere on the screen recording timeline it will just start all over again. Thirdly, we have noticed that sentiment markers are also missing from the audio recording timeline and we wont be able to drag/drop to listen from a particular position in audio recording. 

Was just wondering is this is happening just to us or is there someone else facing this? 

Note: We have added all the newly release IP Addresses to our network. Support Cases have been raised with genesys but not a satisfactory responses from them as well. 

Appreciate any help/insight from anyone on this! 

Hi Cameron, 

Thanks for paying attention to our situation. Here is the case number -  Case #0003556028 

Hello Suyog, 

Apologizes that you are having issues with Screen recordings. It sounds like you have taken the right path and opened a case with customer care as they can take a look to see whats going on under the hood with console and network logging. Can you provide the support case you have opened? 

Cheers,

Hello! 

Is anyone else noticing problems with their screen recording playback. Starting a month back or so we noticed that many of our call screen recordings are not opening (they will just keep spinning), for some of them screen Recordings will not start in the middle - if i click anywhere on the screen recording timeline it will just start all over again. Thirdly, we have noticed that sentiment markers are also missing from the audio recording timeline and we wont be able to drag/drop to listen from a particular position in audio recording. 

Was just wondering is this is happening just to us or is there someone else facing this? 

Note: We have added all the newly release IP Addresses to our network. Support Cases have been raised with genesys but not a satisfactory responses from them as well. 

Appreciate any help/insight from anyone on this! 

Hello Suyog, 

Thank you for the case number. I have poked customer care to take another look and someone should be with you shortly. 

Cheers, 

Hi Cameron, 

Thanks for paying attention to our situation. Here is the case number -  Case #0003556028 

Hello Suyog, 

Apologizes that you are having issues with Screen recordings. It sounds like you have taken the right path and opened a case with customer care as they can take a look to see whats going on under the hood with console and network logging. Can you provide the support case you have opened? 

Cheers,

Hello! 

Is anyone else noticing problems with their screen recording playback. Starting a month back or so we noticed that many of our call screen recordings are not opening (they will just keep spinning), for some of them screen Recordings will not start in the middle - if i click anywhere on the screen recording timeline it will just start all over again. Thirdly, we have noticed that sentiment markers are also missing from the audio recording timeline and we wont be able to drag/drop to listen from a particular position in audio recording. 

Was just wondering is this is happening just to us or is there someone else facing this? 

Note: We have added all the newly release IP Addresses to our network. Support Cases have been raised with genesys but not a satisfactory responses from them as well. 

Appreciate any help/insight from anyone on this! 

Thank you Cameron. Appreciate the support! 

Hello Suyog, 

Thank you for the case number. I have poked customer care to take another look and someone should be with you shortly. 

Cheers, 

Hi Cameron, 

Thanks for paying attention to our situation. Here is the case number -  Case #0003556028 

Hello Suyog, 

Apologizes that you are having issues with Screen recordings. It sounds like you have taken the right path and opened a case with customer care as they can take a look to see whats going on under the hood with console and network logging. Can you provide the support case you have opened? 

Cheers,

Hello! 

Is anyone else noticing problems with their screen recording playback. Starting a month back or so we noticed that many of our call screen recordings are not opening (they will just keep spinning), for some of them screen Recordings will not start in the middle - if i click anywhere on the screen recording timeline it will just start all over again. Thirdly, we have noticed that sentiment markers are also missing from the audio recording timeline and we wont be able to drag/drop to listen from a particular position in audio recording. 

Was just wondering is this is happening just to us or is there someone else facing this? 

Note: We have added all the newly release IP Addresses to our network. Support Cases have been raised with genesys but not a satisfactory responses from them as well. 

Appreciate any help/insight from anyone on this!