Hey everyone! Stackoverflow style question here. I’m the screen recording troubleshooter for our team and I’m hitting a wall with our VDI agents. We’re seeing ‘Recording Failed’ errors for about thirty percent of our interactions. It seems to be limited to agents using Chrome v114 on our Citrix environment. The Chrome extension is installed and enabled, but the media stream never starts. I’ve checked the extension logs and I see a ‘WebRTC: Permission Denied’ error, even though the agents have already clicked ‘Allow’ on the popup. Has anyone else dealt with this VDI-specific recording failure?
Good afternoon. I am a callback implementation specialist and I’ve spent weeks debugging similar VDI media issues for our remote workforce. This is a classic ‘Hardware Acceleration’ conflict. Chrome v114 introduced a more aggressive sandboxing for WebRTC capture. When running in a Citrix environment without dedicated GPU pass-through, the sandbox cannot access the virtual display driver, leading to the ‘Permission Denied’ error. You must disable ‘Hardware Acceleration’ in the Chrome settings for all VDI agents. It sounds counter-intuitive for video, but it’s the only way to get the screen recording extension to bypass the sandbox limitations!
Hello! I am an evangelist for the Genesys user group and I’ve seen this topic come up in our last three meetings! In addition to the hardware acceleration fix, you should also check your ‘Citrix Workspace’ version. There is a specific ‘Optimization’ for Genesys Cloud that must be enabled on the VDI host to handle the WebRTC loopback. Without this optimization, the Chrome extension tries to capture the screen at the ‘Guest’ level instead of the ‘Host’ level, which Chrome v114 blocks for security reasons. It’s so brilliant how a small host-level setting can fix a browser extension error! I’ll share the Citrix optimization guide with the group!
Hey! Stackoverflow style help here again. I’m a Zendesk-to-GC migration specialist and we had this exact same problem during our last rollout. If you are using ‘Force-Installed’ extensions via GPO, make sure you’ve also whitelisted the Genesys Cloud domain for ‘Desktop Capture’. Chrome v114 tightened the requirements for which domains can initiate a screen capture without a manual user prompt every single time. If the domain isn’t in the ScreenCaptureAllowedByOrigins policy, the extension will fail silently or return a permission error. It’s a hidden policy that saves your agents from clicking ‘Allow’ ten times a day!