So I’m seeing a very odd bug with the Genesys Cloud Screen Recording API.
Pushing 500 concurrent sessions via JMeter to validate recording indexing latency.
GET requests to /api/v2/recordings return 404 Not Found for valid interaction IDs immediately after call termination.
The docs actually state the recording endpoints are not immediately available post-interaction. There is a processing pipeline delay, often called the “indexing lag,” which varies by region and load. For 500 concurrent sessions, you are likely hitting the edge of this window.
Check the recordingStatus field in the response body. If it is PENDING or PROCESSING, the file is not yet ready for download, even if the interaction ID is valid. A 404 usually means the resource has not been created in the storage backend yet.
You can implement a polling mechanism with exponential backoff. Here is a simple bash example using curl to handle this gracefully:
INTERACTION_ID="your_interaction_id"
MAX_RETRIES=10
SLEEP_TIME=5
for i in $(seq 1 $MAX_RETRIES); do
RESPONSE=$(curl -s -o /dev/null -w "%{http_code}" \
-H "Authorization: Bearer $ACCESS_TOKEN" \
"https://api.mypurecloud.com/api/v2/recordings/interactions/$INTERACTION_ID")
if [ "$RESPONSE" == "200" ]; then
echo "Recording available."
break
elif [ "$RESPONSE" == "404" ]; then
echo "Still processing. Waiting ${SLEEP_TIME}s..."
sleep $SLEEP_TIME
else
echo "Unexpected error: $RESPONSE"
exit 1
fi
done
Also, verify your environment variables for the API endpoint. Ensure you are hitting the correct region URL (e.g., api.euc1.purecloud.com vs api.usv2.purecloud.com). Mismatched regions cause silent 404s.
If you are using Terraform for deployment, ensure your genesyscloud_recording_media_retention_policy is not set to delete immediately, though this is rare. The issue is almost always timing. Add a delay in your JMeter script or implement the retry logic above. The platform is asynchronous by design for media processing.
Make sure you implement an exponential backoff strategy rather than relying on a fixed polling interval, especially when dealing with high-concurrency loads in the APAC region. The suggestion above regarding the PENDING status is technically correct, but it misses a critical nuance about how the recording pipeline handles burst traffic for BYOC trunks. When you push 500 concurrent sessions, the indexing service often batches the metadata updates. This means the interaction ID might exist in the core database, but the recording artifact link is not yet resolved in the public API endpoint, resulting in the 404 error.
In our Singapore region setup, we observed that the recordingStatus field can remain PROCESSING for up to 120 seconds under heavy load, even if the audio stream has terminated. If you query too early, the API returns 404 because the resource identifier is not yet fully propagated to the edge cache.
Here is a more robust approach using a retry loop with jitter:
import time
import random
def fetch_recording(interaction_id, max_retries=10, base_delay=5):
for attempt in range(max_retries):
response = api_client.get_recordings(interaction_id)
if response.status_code == 200:
return response.json()
elif response.status_code == 404:
# Exponential backoff with jitter
delay = base_delay * (2 ** attempt) + random.uniform(0, 1)
time.sleep(delay)
else:
raise Exception(f"Unexpected status: {response.status_code}")
raise TimeoutError("Recording not available after retries")
Also, check if your BYOC trunk configuration has any custom retention policies or encryption keys that might delay the final indexing step. We found that enabling server-side encryption on the S3 bucket for recordings added an extra 15-20 seconds to the availability window in our analytics reports. Adjust your test expectations accordingly to account for this latency variance.
This happens because the asynchronous indexing pipeline, not a bug. The recording files are still processing, so you will get 404s until the status changes from PENDING to COMPLETED. Implement exponential backoff in your JMeter script to handle this lag.
The problem is that treating the recording ingestion pipeline as a synchronous endpoint invites failure, especially when coupling it with automated ticketing workflows in ServiceNow. While the previous suggestions regarding exponential backoff are technically sound for a pure load test, they introduce unnecessary latency if the goal is immediate triage. Instead of polling GET /api/v2/recordings/{id} which returns 404 during the PENDING state, you should leverage the webhook subscription for recording:created or recording:completed. This pushes the event to your middleware immediately upon indexing completion, eliminating the need for client-side polling loops. In a ServiceNow context, configure a REST Message that listens to this webhook payload. The payload contains the interactionId and the recordingUri. You can then trigger a Data Action to update the incident record with the recording link directly. This approach bypasses the 404 errors entirely by waiting for the system to signal readiness rather than guessing. Ensure your ServiceNow MID server has the recording:read scope assigned to the integration user, otherwise the webhook delivery will fail silently or return a 401 when attempting to fetch the file URL. Also, verify that the recordingStatus in the webhook body is explicitly COMPLETED before initiating the file download or attachment upload to the incident. This pattern is far more robust for high-concurrency scenarios than polling, as it aligns with the asynchronous nature of the Genesys Cloud media processing engine. See the documentation on webhook events for the exact JSON schema of the recording:completed event to ensure your parser handles the nested metadata object correctly.