Can anyone clarify why screen recording segments are consistently failing during the bulk export job initialization? We are dealing with a urgent legal discovery request that requires full chain-of-custody documentation for all interactions from last quarter. The issue is isolated to screen recordings; voice and digital channel exports are completing without issue.
When triggering the export via the POST /api/v2/recording/exports endpoint, the job status immediately flips to failed. The error response body returns a generic 500 Internal Server Error with the message: "error": "failed to generate download manifest for media type screen". No specific reason code is provided in the standard response headers.
We have verified that:
- The recording storage bucket is accessible and the IAM role has
s3:GetObjectpermissions. - The date range filter is valid and contains data (confirmed via the Interactions Query API).
- The
media_typeis explicitly set toscreen.
This is blocking our ability to produce evidence for a court order. The metadata for these recordings appears intact in the UI, showing recording_status: completed and correct recording_type: screen. However, the export pipeline seems to choke specifically on the screen media type. We have tried narrowing the date range to a single day, but the result is identical.
Is there a known limitation or bug with screen recording exports in the current version? We are using the v2 API as documented here: Genesys Docs - Recording Exports.
Given the timezone difference (we are in Europe/London), we are unable to get immediate support from the L2 team. Any insights from the community on how to bypass this or diagnose the root cause would be appreciated. We need to ensure the integrity of the data for legal hold purposes.