You can use WebRTC Media Helper in a Citrix environment through Citrix’s Browser Content Redirection feature. The Citrix Browser Content Redirection feature removes the need to log in to WebRTC Media Helper outside of VDI on a local device.

Note: Citrix’s Browser Content Redirection feature only supports Windows and Linux workstations; it does not support MacOS.

To allow WebRTC Media Helper to work in a Citrix environment, Citrix requires you to edit the Windows registry on your Citrix server to add two multi-string values: WebBrowserRedirectionAcl and WebBrowserRedirectionAuthenticationSites.

Warning: Editing the Windows registry can be dangerous to the stability of the operating system. Before you begin, best practice recommends that you back up the registry.
  1. Open the Registry Editor and navigate to the following folder:
  2. Click Edit and select New | Multi-String Value.
  3. In the Value Name box, type WebBrowserRedirectionAcl and press Enter twice. The Edit Multi-String dialog opens.
  4. In the Value data panel:
    • Type the Genesys Cloud login URL for your region. Append /* to the URL.
    • Type the URL to the Genesys Cloud WebRTC Media Helper app for your region. Append /* to the URL.
  5. Click OK.
  6. Repeat steps 2 through 5 to create a second Multi-String Value named WebBrowserRedirectionAuthenticationSites.

For example, if you are in the US West (Oregon) region, your Edit Multi-String dialog boxes will look like this:

AWS region AWS region name Region in Genesys Cloud login Genesys Cloud login URL
US East (N. Virginia) us-east-1 Americas (US East)
US East 2 (Ohio)*
us-east-2 FedRAMP
US West (Oregon) us-west-2 Americas (US West)
Canada (Central) ca-central-1 Americas (Canada) 
South America (São Paulo) sa-east-1 Americas (São Paulo)
Europe (Frankfurt) eu-central-1 EMEA (Frankfurt) 
Europe (Ireland) eu-west-1 EMEA (Dublin)
Europe (London) eu-west-2 EMEA (London)
Europe (Zurich) eu-central-2 EMEA (Zurich)
Middle East  (UAE) me-central-1 EMEA (UAE)
Asia Pacific (Mumbai) ap-south-1 Asia Pacific (Mumbai)
Asia Pacific (Seoul) ap-northeast-2 Asia Pacific (Seoul)
Asia Pacific (Sydney) ap-southeast-2 Asia Pacific (Sydney)
Asia Pacific (Tokyo) ap-northeast-1 Asia Pacific (Tokyo)
Asia Pacific (Osaka) ap-northeast-3
Asia Pacific (Osaka)

* The US East 2 (Ohio)/FedRAMP region is an AWS region that is dedicated to U.S. Public Sector agencies and customers contracted to provide support for U.S. Public sector agencies.

Region Region-specific Genesys Cloud WebRTC Media Helper app
US East (N. Virginia)
US East 2 (Ohio)* 
US West (Oregon)
Canada (Canada Central)
South America (Sao Paulo) 
EU (Frankfurt)
EU (Ireland)
EU (London)
Asia Pacific (Seoul)
Asia Pacific (Sydney)
Asia Pacific (Tokyo)
Asia Pacific (Mumbai) 

* The US East 2 (Ohio)/FedRAMP region is an AWS region that is dedicated to US federal agencies.


Genesys provides a way to run Genesys Cloud in Citrix with WebRTC Media Helper but does not provide support for the Citrix Browser Content Redirection feature. If you encounter issues with the Citrix Browser Content Redirection feature, you can follow these steps:

  1. Contact your Citrix partner.
  2. Investigate the Citrix Browser Content Redirection documentation.
  3. Investigate the Citrix support document: How to Troubleshoot Browser Content Redirection.