Screen Recording API 404 on APAC BYOC Trunks

General Discussion
1
  • Genesys Cloud Environment: APAC Region
  • Integration Type: AppFoundry Premium App
  • API Version: v2
  • Endpoint: /api/v2/recordings/{recordingId}
  • Authentication: Multi-org OAuth (Client Credentials)
  • Issue: 404 Not Found on screen-only recordings

Can anyone clarify why the Screen Recording API returns a 404 error when querying recordings associated with BYOC SIP trunks in the APAC region?

Our integration is designed to archive screen interactions for compliance purposes. Voice recordings from the same sessions are accessible without issue. The 404 response occurs specifically when the recordingType is screen. Standard voice recordings return 200 OK with the expected metadata.

We have verified the OAuth token includes the recording:view scope. The issue persists across multiple tenant accounts in the APAC cluster. Is there a known limitation regarding screen recording availability for BYOC trunks in this region? Or is there a specific parameter required to fetch these recordings?

Any insights into the underlying cause would be appreciated. We need to resolve this to meet our client’s archival requirements.

2

Make sure you are querying the correct region endpoint and verifying the recording status before attempting retrieval. In Zendesk, ticket attachments were always immediately available after creation, but Genesys Cloud requires the recording to reach a “completed” status before the API returns the URL. A 404 often means the resource is still processing or the region mismatch is blocking the request.

For APAC BYOC environments, ensure your base URL points to https://api.usw2.pure.cloud genesys.com if your org is hosted there, or the specific APAC endpoint if explicitly configured. Also, check if the screen recording is linked to a valid interaction ID. Sometimes BYOC trunks delay the metadata sync. Try polling the status endpoint /api/v2/recordings/{recordingId}/status until it returns “completed”. This mirrors how we had to wait for Zendesk webhooks to confirm ticket closure before triggering downstream actions.