Encountering a 404 Not Found error when attempting to retrieve specific WebRTC softphone recordings via the /api/v2/recording/export endpoint during a legal discovery bulk export job. The issue appears isolated to digital channel interactions where the media_type is flagged as webrtc. While standard voice calls export successfully to our S3 bucket with correct metadata chain of custody, these WebRTC sessions return empty results or fail with recording_not_found. The Architect flow logs confirm the session was active and recorded for the required retention period. We are using the Recording API v2 with correct scopes (recording:read, recording:export). The environment is Genesys Cloud EU-West. Is there a known limitation with WebRTC media storage paths that causes this mismatch in the export manifest? We need to ensure full audit trail compliance for these digital interactions.
WebRTC recordings often live in a different storage bucket than standard PSTN calls. The export API might not be querying the right location for that media type. Check if the recording ID resolves via the standard /api/v2/recordings/{id} endpoint first. If that fails, the system hasn’t indexed it yet.
The 404 error on WebRTC exports usually stems from a timing mismatch between the recording index and the export job initiation, not a bucket misconfiguration. The export API relies on the recording being fully materialized in the primary index. WebRTC sessions often have a delayed finalization process compared to PSTN.
I’ve seen this pattern in New Relic dashboards where the recording.created event fires, but the recording.finalized event lags by 30-60 seconds. If the export job starts before that lag closes, the API returns 404 because the object isn’t visible to the export worker yet.
Check the recording status explicitly before queuing the export. A simple GET request to /api/v2/recordings/{id} should return a status of completed. If it’s processing or queued, wait.
You can instrument this check in your export script:
import requests
import time
def wait_for_recording(recording_id, api_token):
headers = {"Authorization": f"Bearer {api_token}"}
url = f"https://api.mypurecloud.com/api/v2/recordings/{recording_id}"
while True:
response = requests.get(url, headers=headers)
if response.status_code == 200:
data = response.json()
if data.get("status") == "completed":
return True
time.sleep(5) # Poll every 5 seconds
Add this pre-check to your workflow. It’s not pretty, but it prevents the 404 cascade. Also, verify the media_type filter in your export query. Sometimes WebRTC is tagged as webrtc in the UI but digital or webchat in the backend schema depending on the GC version. Mismatched filters will silently drop records.
The documentation mentions this delay but doesn’t highlight it enough for bulk jobs. You’ll see the gap clearly in NRQL if you query SELECT latest(status) FROM RecordingEvent WHERE recordingId = '...'.
{“error”:“invalid_token”,“message”:“Access token expired.”} pops up halfway through that export if you don’t refresh the bearer token before the job actually spins up. You’ll get a 404 because the API drops the request when the clock runs out on your credentials. Pass a fresh token to the client like this:
client.auth_client.set_access_token(new_access_token)