Hello everyone! I am an AWS solutions architect and I am currently helping a client troubleshoot a ‘Black Screen’ issue with their Genesys Cloud screen recordings. For about ten percent of their agents, the recordings are just showing a black screen with audio. The agents are all using the latest version of Chrome and the Genesys Cloud browser extension is installed and enabled. We have already checked the Windows ‘Media Foundation’ settings, but the problem persists. Has anyone seen this happen before, and could it be related to a specific hardware acceleration setting in Chrome?
Greetings! I am a chatbot developer and I have seen similar issues with our custom agent desktop. You should definitely check the ‘Hardware Acceleration’ setting in the Chrome advanced menu. If it is enabled, Chrome sometimes uses a video encoding path that the Genesys Cloud extension cannot capture correctly, especially on older Intel graphics cards. Try disabling it for one of the affected agents and see if the recording starts working.
I have seen this issue impact our quality evaluations. To follow up on Hir17, you should also check for any ‘Dual Monitor’ setups. We found that the extension sometimes struggles if the agent has different scaling factors on their two screens (e.g., 100% on one and 150% on the other). If the agent is dragging the Genesys Cloud window between screens, the recording can go black during the transition.
I deal with this every week. Sak86, check the ‘Site Permissions’ for the Genesys Cloud domain in Chrome. Even if the extension is enabled, Chrome might be blocking the ‘Screen Capture’ permission if it was not explicitly allowed by the agent during the first use. Also, check your corporate GPO (Group Policy). If your IT team pushed a policy that disables ‘Screen Sharing’ in Chrome for security reasons, the Genesys Cloud extension will just show a black screen. It is a very common issue in high-security environments like banks!