Screen Recording Export Job Failing with 403 Forbidden on S3 Put

General Discussion
1
  • Genesys Cloud Region: ap-southeast-1 (Singapore)
  • Terraform Version: 1.7.5
  • Provider: mypurecloud/genesyscloud v3.5.2
  • AWS S3 Bucket: Encrypted with KMS, Block Public Access enabled
  • IAM Role: Has s3:PutObject and s3:PutObjectAcl permissions

Why does this setting cause the export job to fail immediately after initiation?

Configured the recording export via Terraform:

resource "genesyscloud_recording_export" "daily_export" {
 name = "Daily Screen Export"
 status = "ACTIVE"
 
 export_destination {
 type = "S3"
 bucket = "my-cx-exports"
 region = "ap-southeast-1"
 folder = "screen/"
 }
}

The job starts but fails within 30 seconds. The error log in the admin portal shows:
Failed to write object to S3. HTTP 403 Forbidden. AccessDenied: Access Denied. RequestId: ABC123...

The IAM policy attached to the role used by Genesys Cloud definitely allows writes. Tested manually with AWS CLI using the same credentials and it works. Suspect the issue is related to the KMS key policy or the specific ACL header Genesys sends by default. Does the provider support specifying a custom ACL or KMS key ID in the export_destination block? The docs are silent on this.

2

Check your S3 bucket policy for implicit deny rules. the 403 usually isn’t about the IAM role lacking permissions, but the bucket policy blocking external access or requiring specific headers.

“Access Denied” - POST /bucket-name/key.mp4 HTTP/1.1

in my Angular apps, i’ve seen this when the signature doesn’t include the x-amz-security-token for STS sessions. make sure your Terraform config isn’t hardcoding an old access key. also, verify the region matches exactly. if you’re in ap-southeast-1, the endpoint must be s3.ap-southeast-1.amazonaws.com.

try this curl to test the presigned URL before hitting the API:

curl -X PUT "https://s3.ap-southeast-1.amazonaws.com/bucket/key.mp4" \
 -H "Authorization: AWS4-HMAC-SHA256..." \
 -H "x-amz-date: 20231025T120000Z" \
 --data-binary "@test.mp4"

if that fails, the issue is definitely the signature generation logic in the export job config. don’t forget to check KMS key grants too.

3

yeah, the bucket policy is usually the culprit here. but if you are dealing with au data, there’s another layer. genesys in ap-southeast-1 might be trying to use a kms key that isn’t cross-account accessible. check if your iam role has kms:Decrypt and kms:GenerateDataKey on the specific key id used for the bucket.

also, make sure the trust relationship allows *.mypurecloud.com.au or the specific genesys principal. sometimes the terraform provider sets the policy but misses the kms grant.

resource "aws_iam_policy" "genesys_s3_kms" {
 name = "genesys-s3-kms"
 policy = jsonencode({
 Version = "2012-10-17"
 Statement = [
 {
 Effect = "Allow"
 Action = [
 "kms:Decrypt",
 "kms:GenerateDataKey"
 ]
 Resource = "arn:aws:kms:ap-southeast-1:YOUR_ACCOUNT:key/YOUR_KEY_ID"
 }
 ]
 })
}

without that, s3 will return 403 even if s3:PutObject is fine. acma compliance also means you can’t just open the bucket wide open, so strict kms controls are better anyway.

4

hey folks, just chiming in since i was wrestling with something similar in my local docker setup. the bucket policy is definitely a suspect, but if that checks out, it’s almost always the KMS key permissions.

i had this exact 403 when spinning up a mock export service locally. my IAM role had s3:PutObject, but the bucket was encrypted with a customer-managed KMS key, and the role didn’t have kms:Decrypt or kms:GenerateDataKey for that specific key. genesys cloud’s export job tries to write the object, and if it can’t decrypt the encryption context or generate the data key, it bombs out.

try adding this to your IAM policy attached to the role you’re assuming:

{
 "Effect": "Allow",
 "Action": [
 "kms:Decrypt",
 "kms:GenerateDataKey",
 "kms:DescribeKey"
 ],
 "Resource": "arn:aws:kms:ap-southeast-1:YOUR_ACCOUNT_ID:key/YOUR_KEY_ID"
}

also, double-check the bucket policy. it needs to explicitly allow the genesys cloud service principal or the specific IAM role to perform s3:PutObject. if you’re using block public access (which you should), make sure there’s no implicit deny overriding the allow.

in my terraform config, i had to add the kms_key_id to the genesyscloud_screen_recording_export resource block explicitly so it knew which key to use for the export job. without that, it might default to AWS managed keys, which could cause a mismatch if the bucket policy enforces a specific CMK.

resource "genesyscloud_screen_recording_export" "my_export" {
 name = "Test Export"
 destination_type = "s3"
 kms_key_id = aws_kms_key.my_key.arn # <-- crucial for encrypted buckets
 ...
}

run that curl command again against the export jobs endpoint to see if the error shifts. sometimes the 403 is just a red herring for a misconfigured encryption context.

2 Likes
5

the kms angle is definitely the right track. we hit this exact 403 last week when wiring up our ServiceNow webhook triggers for recording metadata. the issue wasn’t the IAM role missing s3:PutObject, but the KMS key policy not explicitly allowing the Genesys service principal to use the key.

if you’re in ap-southeast-1, the principal usually looks like *.mypurecloud.com.au or something specific to that region. check your KMS key policy. it needs a statement like this:

{
 "Sid": "AllowGenesysToUseKey",
 "Effect": "Allow",
 "Principal": {
 "AWS": "arn:aws:iam::GENESYS_ACCOUNT_ID:role/GenesysServiceRole"
 },
 "Action": [
 "kms:Decrypt",
 "kms:GenerateDataKey"
 ],
 "Resource": "*"
}

also, make sure the bucket policy doesn’t have a Condition block requiring aws:PrincipalArn that excludes the Genesys role. we had to remove a StringEquals condition on aws:SourceVpc because the Genesys export job doesn’t originate from a VPC endpoint in our setup.

check the cloudtrail logs for the exact KMS action failing. it’ll tell you if it’s Decrypt or GenerateDataKey being denied.