Hey everyone, I’ve run into a really strange issue with our bulk export jobs for digital channels. specifically webRTC softphone interactions. the export job initiates correctly against the S3 bucket in eu-west-1, but fails midway through processing a batch of high-bitrate audio files.
Error: 504 Gateway Timeout during S3 PutObject
The issue appears isolated to sessions exceeding 45 minutes where the audio codec remains at Opus 48kHz. shorter calls or those dropping to 24kHz export without issue. we are using the recording export API v2 with the include_metadata flag set to true for chain of custody compliance.
environment details:
- Genesys Cloud EU-West
- Bulk Export Job ID:
exp-job-9928371 - S3 Bucket:
legal-archive-prod-eu - SDK: Python 3.9 with
genesys-cloud-sdkv2.4.1
the audit trail shows the job state moving from RUNNING to FAILED after approximately 12 minutes of processing. the error log attached to the job indicates a timeout while attempting to write the final chunk of the audio file to S3. we have verified the IAM role attached to the export profile has full s3:PutObject permissions. the network connectivity between the Genesys Cloud export service and our VPC endpoint is stable.
we are concerned about the integrity of the recording data for these failed jobs. if the file is partially written, does the chain of custody metadata reflect a corrupt state? we need to ensure we can re-process these specific interactions without losing the original interaction ID linkage.
is there a known limit on file size or duration for webRTC exports to S3? or is this a transient network issue on the Genesys side? we have already increased the timeout settings on our side, but the error persists. any insights on how to handle these large files for legal discovery purposes would be appreciated.