Known Issues and Recommendations
Genesys SR Service
The Known Issues and Recommendations section is a cumulative list for all 8.5.x releases of Genesys SR Service. This section provides the latest information on known issues and recommendations associated with this product. It includes information on when individual items were found and, if applicable, corrected. The Resolved Issues section for each release describes the corrections and may list additional issues that were corrected without first being documented as Known Issues.
See also Internationalization Issues.
When the SRS is installed on a machine with proxy as an internal system service (such as an Antivirus\Firewall), it is recommended that the SRS related processes (SrsProcess.exe and GenesysServiceHandler.exe) be added to the security software exception\white list, otherwise it might interfere with the SRS operation.
| ID: GIR-4406 | Found In: 8.5.230.23 | Fixed In: |
SRS only supports working with multiple tenants if a single config server is used to provision all the tenants.
| ID: GIR-4412 | Found In: 8.5.230.23 | Fixed In: |
If the /IP6 argument is supplied to the setup.exe during installation, it may cause an incorrect config.json to be written, if additional arguments also contain the IP6 string (for example /CERTIFICATEPASSWORDIP6).
To workaround this issue, instead of specifying the /IP6 argument for setup.exe, manually edit config.json with the desired parameter value, after the installation.
| ID: GIR-4450 | Found In: 8.5.230.23 | Fixed In: |
If the SRS is not installed from the local adminstrator account, and HTTPS is enabled on the SRS, the WWE may not be able to connect to the SRS successfully, due to ERR_INSECURE_RESPONSE error.
When this occurs, perform any one of the following procedure:
- Reinstall SRS under the the local administrator account.
- If the SRS is installed under a different Windows account with an administrator privilege, run the following commands to import the self signed certificate under the SRS's "certificates\Self-Signed" directory:
certutil -addstore "root" "server.crt"
certutil -addstore "root" "serverIp6.crt"
After the change is complete, restart the web browser. - Manually import the certificate into the Trusted Root Certificate Authority from Windows Certificate Manager.
| ID: GIR-4445 | Found In: 8.5.230.20 | Fixed In: |
If a recording full path is too long (> 260 characters), the screen recording will fail. To resolve this issue, set the appropriate save path to a shorter path (that is, userSavePath, postProcessingSavePath, sharedSavedPath).
| ID: GIR-4391 | Found In: 8.5.230.18 | Fixed In: |
The Configuration Update log message may sometimes be logged to the wrong user log file.
| ID: GIR-4364 | Found In: 8.5.230.18 | Fixed In: |
During uninstall, other applications (Skype/Chrome) may prevent the removal of one of the SRS files (screen-capture-recorder.dll). In this case, manual deletion of the file is required.
| ID: GIR-4269 | Found In: 8.5.230.15 | Fixed In: |
If a screen recording file size is larger than ~ 200MB the recording encryption will fail and the recording will be deleted. To resolve this issue reduce the defined "maxDurationMinutes" configuration parameter
| ID: GIR-4250 | Found In: 8.5.230.13 | Fixed In: |
Sometimes when uploading a sliced recording (that is, a long recording that was divided into multiple files), a false log error will appear stating that the upload failed, when in fact it was successful.
| ID: GIR-4087 | Found In: 8.5.230.11 | Fixed In: |
SRS auto update may be blocked by Trend Micro OfficeScan Agent Anti-Virus.
To workaround this issue, add SRS processes (GenesysServiceHandler.exe and SrsProcess.exe) to the antivirus exception list.
| ID: GIR-4355 | Found In: 8.5.230.10 | Fixed In: |
In a Citrix environment, SRS only supports a single session per remote PC.
| ID: GIR-3964 | Found In: 8.5.230.10 | Fixed In: |
- If the user logs off from his Windows session in the middle of a recording, the recording file will be invalid.
- In a Citrix environment, if a Disconnected windows session is set to logout immediately and the application is closed in the middle of a recording, the recording file will be invalid. Workaround (Citrix) : Set windows disconnected session timeout to be > 1 minute.
| ID: GIR-3914 | Found In: 8.5.230.10 | Fixed In: |
Passing a configuration file during installation using the /CONFIG CLI command line switch sometimes fails.
| ID: GIR-3174 | Found In: 8.5.220.72 | Fixed In: 8.5.230.23 |
If SRS postProcessingSavePath is too long, file encryption can fail. To resolve this issue, use a shorter postProcessingSavePath'.
| ID: GIR-3168 | Found In: 8.5.220.72 | Fixed In: |
Server TLS certificate validation is disabled by default due to issues with certain Certificate Authority verification.
| ID: GIR-3019 | Found In: 8.5.220.72 | Fixed In: |
When updating the SR Service using the full setup version, a manual uninstall and install is required. The auto updater does not work correctly.
| ID: GIR-2056 | Found In: 8.5.205.10 | Fixed In: 8.5.220.72 |
When using the installation command line to configure SRS and the installation folder already has an empty config file, the config.json file will be invalid and manual editing will be required
| ID: GIR-4427 | Found In: 8.5.230.23 | Fixed In: |
1.Screen Recording Service now uses the Windows Local Computer Certificate Store to validate HTTPS SSL certificates.
2. When GWS is deployed with a self-signed certificate, those certificates must be imported into the Windows Local Computer Trusted Root Certificate Store.
3. If GWS is deployed with GoDaddy certificates, HTTPS verification may fail. Please refer to Solution Guide for a workaround and a solution.
| ID: GIR-3023 | Found In: 8.5.2 iteration 4 | Fixed In: |
Internationalization Issues
Information in this section is included for international customers.
There are no internationalization issues for this product.