We are currently troubleshooting a data retrieval issue within our AppFoundry integration, which is designed to aggregate compliance recordings across multiple Genesys Cloud organizations. Our application successfully captures screen recording events via the streaming API, and we can confirm that the recordings are stored correctly within the individual tenant environments. However, when our backend service attempts to fetch the actual recording metadata or download links using the REST API endpoint /api/v2/recordings/screens/{screenRecordingId}, we consistently receive a 404 Not Found response.
This issue appears specific to screen recordings; voice recordings retrieved via /api/v2/recordings/voice/{voiceRecordingId} function without error. We are utilizing the standard multi-tenant OAuth 2.0 flow, and we have verified that the access token used for the request includes the necessary recording:view and recording:download scopes. The screenRecordingId values are being extracted directly from the event payload, so we are confident the identifiers are accurate.
We have tested this behavior across three different Genesys Cloud organizations with varying configurations, and the 404 error persists in all cases. Our integration is built on Node.js 18, and we are making requests directly to the US-East region endpoints. We have also confirmed that the screen recording feature is enabled at the organization level and that the agents involved have the correct permissions.
Has anyone encountered similar latency or visibility issues with the screen recording API in a multi-tenant context? We are concerned that there may be a propagation delay or a scope limitation specific to AppFoundry-premium apps that prevents cross-tenant access to these resources. Any insights into the expected behavior or potential workarounds would be greatly appreciated.