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 start 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. Open in your browser to see if you get the version information returned by GCBA.
    • If you are using Firefox browser and get a security warning, it indicated that the GCBA self-signed certificates are missing in Firefox. To import the self-signed certificates into the Firefox database, run the following script, <ProgramFiles_x86>\Genesys\GenesysCloudBackgroundAssistant\Certificates\add_certificates.bat.
    • Restart the Firefox browser and verify it by visiting the GCBA version URL (
  4. Review the GCBA log files as indicated in Deploy Genesys Cloud Background Assistant (GCBA) and look for errors that may have occurred.