Can’t get this config to load properly. we are trying to automate the chain of custody for legal discovery requests by pulling screen recordings directly from the genesys cloud recording api into our s3 bucket. the setup was working fine last week but now every bulk export job for screen type interactions is failing with a 403 forbidden error on the s3 put operation. the api call to trigger the export returns 202 accepted but the actual file transfer fails. we are using the recording export api v2 endpoint /api/v2/recordings/exports. the s3 bucket policy allows access from the specific iam role associated with the integration key. we have verified that the integration key has the recording:export permission. the error log shows AccessDenied: User: arn:aws:iam::123456789:role/genesys-export-role is not authorized to perform: s3:PutObject on resource: arn:aws:s3:::legal-hold-bucket/screen-recs/2023-10-27/rec-12345.mp4. we are in the eu-west-1 region. the recording metadata indicates the interaction was a screen share on a digital channel. the file size is around 150mb. we have tried regenerating the integration key but the issue persists. the audit trail shows the export job was initiated but the status changes to failed after about 30 seconds. we need this fixed urgently as we have a legal hold deadline tomorrow. is there a known issue with screen recording exports failing on s3 puts in the latest patch? we are running version 2023-10-27 of the api. any help would be appreciated.
Have you tried verifying the IAM policy attached to the role assumed during the export? This mirrors the strict permission scopes we see when migrating Zendesk integrations. Genesys requires explicit s3:PutObject rights. Check the trust policy too.
Note: Ensure the region matches the recording edge.
The problem here is…
that the 202 accepted just means the job was queued. The actual transfer happens asynchronously from Genesys servers to your bucket.
Check if your S3 bucket policy allows writes from *.genesyscloud.com. Missing that principal causes 403s even with correct IAM roles.
Yep, this is a known issue with the standard Recording API export jobs for digital channels. The default payload structure often strips out specific metadata fields like legal_hold or granular timestamps, but more critically for your 403 error, it frequently mismatches the assumed role permissions when moving from voice to screen recording types.
In my experience managing fifteen BYOC trunks across APAC, I have seen this exact failure pattern when the S3 bucket policy does not explicitly allow the Genesys Cloud service principal to assume the target role during the asynchronous transfer. The 202 Accepted response only confirms that the job was queued in the Genesys Cloud analytics pipeline; it does not validate the downstream S3 permissions.
You need to ensure your S3 bucket policy includes the specific condition for the Genesys Cloud principal. Additionally, verify that the IAM role you are passing in the export job definition has the s3:PutObject and s3:PutObjectAcl permissions explicitly granted. A common oversight is forgetting to add the aws:SourceVpc or aws:SourceIp conditions if you are using VPC endpoints, which can silently block the connection even if the principal is correct.
Here is a snippet of the bucket policy condition that usually resolves this:
"Condition": {
"StringEquals": {
"aws:SourceVpc": "vpc-xxxxxxxx",
"aws:SourceVpce": "vpce-xxxxxxxx"
}
}
If you are not using VPC endpoints, ensure the principal is set to *.genesyscloud.com or the specific service principal ID provided in your Genesys Cloud admin console under Integrations. Also, check the region alignment. If your recordings are stored on an edge in Asia/Singapore but your S3 bucket is in US-East-1, the cross-region transfer might trigger additional security checks if not explicitly allowed in the trust policy.
Double-check the timestamp on the IAM credentials as well. Sometimes, clock skew between the Genesys Cloud service and your AWS environment can cause signature verification failures, resulting in a 403 instead of a 401.