AccessDenied: The AWS Access Key Id you provided does not exist in our records.
We are attempting to push bulk export jobs containing sensitive digital channel recordings (specifically WebRTC and screen shares) directly to our designated S3 bucket for legal discovery. The workflow triggers via the Bulk Export API, but the initial handshake with the storage provider fails consistently.
The environment is configured with a dedicated IAM role and bucket policy that explicitly allows s3:PutObject for the Genesys Cloud service principal. However, the export job logs indicate the request is originating from an unexpected source IP range, causing the bucket policy evaluation to fail. This is critical because we need to maintain a strict chain of custody for these artifacts, and manual downloads are not compliant with our retention schedule.
“Ensure the S3 bucket policy explicitly grants write access to the Genesys Cloud service account. Note that regional endpoints may require specific trust relationships.”
We have verified the trust policy on the IAM role matches the documentation. Is there a known issue with the London region endpoint resolving to an IP range not covered in the default bucket policies? Or does the Bulk Export API require a specific VPC endpoint configuration to ensure the traffic originates from the expected CIDR blocks? We need to resolve this to avoid manual data extraction for the upcoming audit.
The root of the issue is likely a misalignment between the IAM role’s trust policy and the Genesys Cloud service principal, rather than the bucket policy itself. When configuring Bulk Export with Legal Hold metadata, the platform assumes specific permissions to assume the role. If the trust relationship is not explicitly defined, the initial handshake fails with an AccessDenied error, even if the bucket policy looks correct.
To resolve this, verify the following configuration steps:
- Check the Trust Policy: Ensure the IAM role attached to the bucket allows
sts:AssumeRole for the specific Genesys Cloud service principal. The principal ID must match the region-specific identifier found in the integration documentation.
- Validate Bucket Policy Scope: Confirm that the bucket policy grants
s3:PutObject and s3:ListBucket permissions to the IAM role, not just the user. Legal hold exports often require broader write access due to the volume of metadata tags.
- Review VPC Endpoints: If the environment uses VPC endpoints for S3, ensure they are configured correctly and that the DNS resolution matches the expected endpoint policy. Misconfigured endpoints can cause the platform to reject the connection before authentication.
The platform documentation suggests that the IAM role must be active and not expired. Additionally, ensure that the bulk export job is not already active in production, as concurrent jobs can sometimes trigger permission conflicts.
If the issue persists, try creating a minimal test bucket with a simplified policy to isolate the configuration error. This approach helps determine whether the problem lies with the role trust relationship or the bucket policy itself. The documentation actually says that resource dependencies must be explicit, so double-check the role ARN in the integration settings.
This usually happens because of a slight typo in the role ARN or a missing region qualifier. Ensure the flow is not already active in production before retesting.
check your trust policy syntax carefully. the suggestion above is spot on. when we migrated from zendesk, we assumed aws roles worked like zendesk’s api tokens, which is a big mistake. zendesk just needs a valid key, but genesys cloud requires the genesyscloud.amazonaws.com principal in the assume role policy. if that principal is missing, the handshake fails immediately with that access denied error, even if the bucket policy allows s3:putobject. here is the minimal trust policy snippet you need:
{
“version”: “2012-10-17”,
“statement”: [
{
“effect”: “allow”,
“principal”: {
“service”: “genesyscloud.amazonaws.com”
},
“action”: “sts:assumerole”
}
]
}
also, ensure the external id matches exactly what is configured in the gc administration settings. it is an exact match requirement. no wildcards allowed here, unlike some zendesk webhooks. double check the region endpoints too, as apac and eu have different service principals. good luck with the migration!