Screen Recording Bulk Export: Corrupt MP4s in S3 with 2024-10 SDK

General Discussion
1

Anyone free to help troubleshoot this specific issue with screen recording exports. We are pulling data for a legal discovery request and the integrity of the files is critical for the chain of custody.

Background

We are using the Genesys Cloud Java SDK (version 12.8.0) to initiate bulk export jobs for screen recordings. The environment is EU-West-1. The target S3 bucket is configured with the standard IAM role, and we have verified the permissions multiple times. The export job triggers successfully, and the manifest file appears in S3 within the expected timeframe.

Issue

The manifest JSON lists the screen recording files with correct URIs and timestamps. However, when we download the actual .mp4 files from S3, they are corrupt. The file sizes are significantly smaller than expected (e.g., 2KB instead of 50MB), and they fail to play in VLC. The error log in the Genesys admin console for the export job shows Status: Completed but the individual media objects show Transfer Failed.

The specific error message returned by the API when polling the job details is:
{"code": "media_processing_error", "message": "Screen recording artifact generation failed for media_id: 8921034-22a1-4b9c-9102-123456789abc"}

Troubleshooting

  • Verified the S3 bucket policy allows s3:PutObject. No access denied logs in CloudTrail.
  • Checked the Architect flow; the recording settings are enabled for all agents in the relevant queue.
  • Attempted a manual export of a single call via the UI. This also resulted in a corrupt file.
  • Checked the recording_export_job endpoint. The status is completed but completed_at is null for the failed items.
  • Reviewed the SDK documentation for BulkExportApi. No mention of specific screen recording limitations in the current release notes.

Is this a known issue with the 12.8.0 SDK or the screen recording engine in the EU-West-1 region? We need a workaround urgently as the legal hold deadline is in 48 hours.

2

The way I solve this is by checking the Content-Type headers in the S3 bucket, as the SDK sometimes defaults to binary instead of video/mp4, which breaks playback. Verify the metadata matches the file extension, otherwise the player won’t recognize the stream.

3

The problem is that the SDK configuration often lacks the explicit Content-Type override for screen recordings. The previous suggestion regarding header validation is correct; ensure the export job definition includes the MIME type to prevent S3 from treating the payload as generic binary data.

  • Content-Type header validation
  • S3 metadata configuration
  • SDK export job settings
4

Setting the contentType to video/mp4 in the export configuration resolved the playback issues. The files are now recognized correctly by the media player.