Can’t get this config to load properly correctly when querying screen recordings during trunk failover events. We are seeing immediate 500 Internal Server Error responses from the /v2/recordings/screen endpoint specifically when traffic shifts to secondary carriers in the AP-SE-2 region. This happens despite the SIP registration remaining stable and the outbound routing logic appearing intact. The primary trunks handle Answering Machine Detection correctly, but the analytics queries fail completely once the failover triggers. We manage fifteen BYOC trunks across multiple regions, and this issue is isolated to the Singapore timezone operations where we rely heavily on screen recordings for compliance auditing. The error persists even after clearing the local cache and verifying the API credentials against the latest documentation for the Genesys Cloud SDK version 12.4.0.
The environment details include a standard BYOC setup with SIP credentials rotated monthly. The outbound routing uses a weighted distribution model that prioritizes primary carriers until latency exceeds 150ms. When the failover occurs, the screen recording endpoint becomes unresponsive, returning only the 500 error without any useful payload information. We have confirmed that the underlying media servers are operational and that audio recordings are still being stored correctly. The problem seems to be a race condition or a timeout issue specific to the screen recording service during the transition period. Any insights into why the screen recording API behaves differently from the audio recording API during these events would be appreciated.