1. Verify that you have a QM policy in place to start screen recording. 
  2. Determine if you have a specific GCBA problem. To do this, verify that screen recording works as expected when you use the Genesys Cloud desktop app with the same user.
  3. Verify that you installed GCBA and that it runs properly. Open https://127.0.0.1:8191/version in your browser to see if you get the version information returned by GCBA.
  4. Review the GCBA log files as indicated in Deploy Genesys Cloud Background Assistant (GCBA) and look for errors.

For more information, see About Genesys Cloud Background Assistant (GCBA) and Genesys Cloud Background Assistant (GCBA) is not working when I use Firefox, how do I troubleshoot this?