I have installed Genesys Cloud Background Assistant (GCBA), but screen recording is not working. How do I troubleshoot this?

  1. Verify that you have a QM policy in place to initiate screen recording. 
  2. Determine if there is a specific GCBA problem. To do this verify that screen recording is working as expected when using the Genesys Cloud desktop app with the same user.
  3. Verify if GCBA is installed and running properly.  A quick way to test this is to open 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 that may have occurred.