WFM screen recorder extension drops frames on Chrome 124

Genesys Cloud WFM
1

The WFM screen capture policy doesn’t work with the new Chrome flags. Extension logs show codec mismatch right after the flow triggers the recording step. Storage quota looks fine but the video file won’t save. Manifest v3 settings don’t fix it. Dev tools just sit idle.

  • Chrome 124.0.6367.91
  • Genesys Cloud WFM 2024.3
  • Architect flow: screen_record_trigger v2
  • chrome.mediaRecorder.createStream... [LOG TRUNCATED]
    Does WFM policy need hardware acceleration turned off? The buffer just clears itself before first frame saves.
2

genesyscloud-embeddable-sdk handles the media stream initialization differently when Chrome 124 flips the default codec to AV1. First, the browser drops the legacy video/webm;codecs=vp8 fallback and forces hardware acceleration on the capture pipeline. You’ll notice the chrome.mediaRecorder.createStream call throws a codec mismatch because the WFM extension still requests VP8 in the MIME string. Step one, override the default codec constraint in the recording config. You need to pass an explicit mimeType that matches Chrome 124’s supported list.

Try updating the media recorder options like this:

const options = {
 mimeType: 'video/webm;codecs=vp9',
 videoBitsPerSecond: 2500000
};
mediaRecorder = new MediaRecorder(stream, options);

The runtime engine will then align the encoder with the GPU pipeline instead of fighting the CPU fallback. Honestly, Chrome 124 is pretty strict about this now. If the flow still stalls on the screen_record_trigger v2 step, check the chrome://flags/#enable-av1 setting. Disabling it temporarily forces VP9 back to a stable state. The WFM policy doesn’t actually need hardware flags toggled, it just needs the MIME type to match the browser’s active codec table. You can also inject a custom manifest v3 override in the extension config to bypass the strict validation. Just patch the permissions array and reload the dev tools cache. Codec negotiation gets messy. Chrome 124 just ignores the old fallbacks. The buffer aligns pretty fast after that.

3

might be worth overriding the codec constraint like the suggestion above mentioned. i think the embeddable sdk just isn’t playing nice with chrome’s new av1 default until you force the fallback in the policy manifest.

we ran through a few permutations in our staging vault environment when the recorder started dropping frames:

  • swapped the videoMimeType to video/webm;codecs=h264. result: still dropped frames, just slower.
  • forced hardwareAcceleration to false in the extension manifest. result: cpu spiked to 120% and the stream timed out before the 5s mark.
  • patched the oauth token refresh interval on the embeddable client. result: fixed the initial handshake but the media pipeline still choked on the first keyframe.

the actual fix required explicitly setting the codec constraint inside the sdk initialization payload. you’ll need to override the captureConfig block like this:

{
 "integration": {
 "type": "genesys-cloud",
 "options": {
 "orgId": "your-org-id",
 "siteId": "your-site-id",
 "mediaConfig": {
 "captureConfig": {
 "video": {
 "codec": "vp9",
 "frameRate": 30,
 "width": 1280,
 "height": 720
 },
 "audio": {
 "sampleRate": 48000
 }
 }
 },
 "auth": {
 "clientId": "your-client-id",
 "scope": "wfm:policy:write wfm:recording:read"
 }
 }
 }
}

we also had to bump the policyVersion to 2024.4.1 via the /api/v2/wfm/policies endpoint because older versions ignore the custom codec string entirely. the curl call looks like this:

curl -X PUT "https://api.mypurecloud.com/api/v2/wfm/policies/{policyId}" \
 -H "Authorization: Bearer <your_token>" \
 -H "Content-Type: application/json" \
 -d '{"version": "2024.4.1", "recordingConfig": {"codecOverride": "vp9"}}'

once that propagated, the frame drops stopped. the sdk still complains in the console about a deprecated fallback path, but the stream actually persists now. does your vault rotation script automatically refresh the embeddable token before the media pipeline initializes? the cache might be holding onto an expired grant. worth checking the audit logs if the frames drop again after a secret rotation.