Screen recording bulk export 403 on S3 bucket

General Discussion
1

Stuck on a 403 Forbidden response when triggering the bulk export API for screen recordings to our designated S3 bucket. The service account has the correct recording:export:write scope, but the audit trail shows the request is rejected immediately after authentication.

{“errorCode”: “PERMISSION_DENIED”, “message”: “Access to S3 destination denied for service account svc-discovery-export”}

The bucket policy is open to the specific IP range, and this setup works fine for voice recordings. Is there a specific permission required for screen media exports that differs from standard audio?

2

Check your bucket policy for the Principal configuration and the Condition block. The 403 usually stems from a mismatch between the IAM role assumed by Genesys Cloud and the identity defined in your S3 policy, or an IP condition that doesn’t match the dynamic egress IPs used during bulk operations.

Even if the service account has recording:export:write, the platform acts as a principal when pushing to S3. You need to ensure the bucket policy explicitly allows s3:PutObject and s3:ListBucket for the specific IAM role ARN provided in the integration settings. Also, verify that your IP condition isn’t too restrictive. Genesys Cloud uses a range of egress IPs for bulk exports, not just a single static IP.

Here is a template for the bucket policy that typically resolves this:

{
 "Version": "2012-10-17",
 "Statement": [
 {
 "Sid": "AllowGenesysExport",
 "Effect": "Allow",
 "Principal": {
 "AWS": "arn:aws:iam::<YOUR_ACCOUNT_ID>:role/<YOUR_ASSUME_ROLE_NAME>"
 },
 "Action": [
 "s3:PutObject",
 "s3:ListBucket"
 ],
 "Resource": [
 "arn:aws:s3:::<YOUR_BUCKET_NAME>",
 "arn:aws:s3:::<YOUR_BUCKET_NAME>/*"
 ],
 "Condition": {
 "StringEquals": {
 "s3:x-amz-acl": "bucket-owner-full-control"
 }
 }
 }
 ]
}

From a load testing perspective, if you are triggering these exports in high concurrency, ensure the S3 bucket can handle the throughput. We often see transient 503s or throttling if the bucket isn’t optimized for rapid, concurrent PUT requests. Check CloudWatch metrics for Throttling events on the S3 side. If the issue persists, try disabling the IP condition temporarily to isolate whether the problem is identity-based or network-based.

3

Make sure you verify the egress IPs against your bucket policy conditions.

  1. Check the actual source IP in the S3 access logs.
  2. Update the aws:SourceIp condition to include the specific outbound range.
4

If I remember correctly, this exact synchronization bottleneck was a major headache during our recent migration from Zendesk Talk to Genesys Cloud. In Zendesk, the ticket creation was often handled by…