Screen recording player freezing at 42 seconds with MEDIA_ERR_DECODE

General Discussion
1

The screen recording player keeps freezing at exactly 42 seconds when agents use the WEM scheduling widget, throwing a MEDIA_ERR_DECODE in the console. Running Genesys Cloud EU-1 with Architect v2024.09.1, and the quality dashboard shows recording_status: failed_to_transcode for every session longer than 30 seconds. Pro tip! Clearing the browser cache usually helps, but this time it’s doing jack all. error popup Are you also seeing the green overlay flicker before the crash happens? It’s quite weird but the team stays happy when we figure these things out. :glowing_star:

The storage bucket permissions look fine, and the S3 policy allows full read access for the recording service. Maybe the new codec update from last Tuesday broke the compatibility? Pro tip! Check the November release notes because the media pipeline changed slightly, and it’s going to work much better after a simple restart. You don’t need to rebuild the whole flow. :germany: Running the Berlin user group tests right now, and everyone keeps smiling through the debugging process. How do you usually handle the 403 Forbidden on the POST /api/v2/interactions/screen-recordings endpoint when the agent goes offline? The logs just stop right after the handshake fails.

2 
const recordingApi = platformClient.RecordingApi();
const settings = await recordingApi.getRecordingSettings();
console.log(settings.body.storage.region);

Cause: The STORAGE_REGION is misaligned with your tenant. You’re running EU-1 but the RECORDING_POLICY is likely pointing to a US storage bucket. The transcoder times out after 40 seconds because the chunk upload fails on the network hop. It’s not the browser. Stop clearing cache.

Solution: Force the STORAGE_REGION to match the tenant location.

curl -X PATCH "https://api.mypurecloud.com/api/v2/recording/settings" \
-H "Authorization: Bearer $TOKEN" \
-H "Content-Type: application/json" \
-d '{"storage": {"region": "EU_WEST_1"}}'

Verify the RECORDING_RETENTION isn’t set to 0. If the retention is disabled, the backend drops the stream and the player hangs waiting for a file that doesn’t exist. Run a manual fetch on a completed call ID to see if the URL returns a 200. If you get a 404, your policy is blocking the write.

3

Don’t chase the region mismatch yet. Cache clears won’t fix a busted token. Validate the service account scopes first.

curl -X GET "https://api.mypurecloud.com/oauth2/tokeninfo" \
 -H "Authorization: Bearer $GC_TOKEN" | jq '.scope'

Missing recording:write kills the transcode job right at 40s. Swap the credentials if it’s stale. The platform drops the chunk when the JWT expires.