Screen Recording Bulk Export Failing with 409 Conflict on Legal Hold Records

Stuck on a recurring 409 Conflict error when attempting to initiate a bulk export job for screen recording metadata. The issue appears specifically when the filter query includes interactions that are currently under an active legal hold.

The environment is Genesys Cloud v11.3. We are using the standard Recording API v2 endpoints. The goal is to export all screen recording metadata for digital channel interactions from the last 30 days for a routine audit. However, the job fails immediately upon creation.

The API response payload indicates:

{
 "message": "The requested resource is currently locked due to an active legal hold. Please contact support or wait for the hold to be released.",
 "status": 409,
 "code": "CONFLICT"
}

We have verified that the legal hold status is correct and expected. The problem is that the bulk export job does not seem to have a parameter to exclude held records or to request an exception for export purposes. The documentation for /api/v2/bulkexports/jobs does not mention handling legal holds in the filter object.

Our current filter configuration is:

filter:
 recordingType: screen
 dateFrom: 2023-10-01T00:00:00.000Z
 dateTo: 2023-10-31T23:59:59.000Z
 excludeLegalHold: true # This parameter is ignored or unrecognized

We have tried removing the excludeLegalHold field, but the 409 error persists. It seems the API is locking the entire dataset if any single record is under hold, rather than just excluding those records from the export.

This is blocking our compliance audit. We need to export the non-held records immediately. Is there a way to bypass this lock for export purposes, or should we be using a different endpoint for legal hold exceptions? The chain of custody requirements are strict, so we cannot simply delete the hold.

Any insights on how to handle this conflict without disrupting the legal hold status would be appreciated. We are in the Europe/London timezone, so time zone conversions for the date filters are correct.

Have you tried isolating the legal hold constraint in your query parameters?

When running load tests against the Recording API, I’ve noticed that the platform enforces strict concurrency limits on bulk export jobs, especially when dealing with protected data. The 409 Conflict often isn’t just about the data itself, but about the API’s inability to process the conflicting state of “exportable” vs “held” records within the same transaction window.

Try splitting your export request. First, query for records without the legal hold flag using a standard filter. Then, handle the held records separately if you have the necessary permissions. In JMeter, I usually configure a 2-second ramp-up per thread group to avoid hitting the rate limiter during these split queries. Check your payload for the legalHold field; if it’s present, the API might reject the entire batch. Removing it from the initial filter often resolves the conflict, allowing the bulk job to proceed for the remaining 90% of the data.