Wfm quality bulk export failing with 500 error for digital channels

Why does the bulk export job for digital channel recordings is failing with a 500 internal server error? we are trying to pull chat and email recordings for a legal discovery request. the api call to /api/v2/recording/export is timing out after 30 minutes. the job status stays in ‘processing’ then flips to ‘failed’.

the environment is us-east-1. we are using the python sdk v1.3.2. the s3 bucket policy is correct and we can write manually. the issue seems specific to digital channels. voice recordings export fine. the metadata json files are not being generated in the s3 bucket. this breaks the chain of custody for the audit trail.

i have checked the logs. no specific error message in the response body. just the generic 500. is this a known issue with the current release? we need the data by friday for the court deadline. please advise if there is a workaround or if we should open a support ticket immediately.

If I remember correctly, this often stems from API rate limits during high-concurrency export jobs. The system might be throttling the request before the S3 transfer completes, causing the internal 500 error instead of a clean timeout.

Try adding a retry logic with exponential backoff in your Python script. Also, verify if splitting the date range into smaller chunks reduces the load on the WebSocket connections handling the export queue.