Screen recording could not generate with some agent ID's

Genesys Cloud WFM
1

Hi All,

Just want check whether anyone of you experienced this issue that when we create new users , GIR could not generate screen recordings for them. But voice recordings are fine. As I checked , it looks like RWS could not recognized these users and return Authentication failed as below.

  • Closing connection #0
    {“statusCode”:20,“statusMessage”:“Authentication failed: username and/or password is incorrect”}

If you have any idea , highly appreciate

Tnx,

Hasi

2

Does this happen in all environments lab/stg?

was screen recording software loaded on desktops

3

Check whether the IRWS is configured as sync node and also if these persons exist on Cassandra level

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