1. Access the Genesys Cloud Background Assistant (GCBA) installation.
   Note: Region-specific download pages are also available with the following URL patterns: https://apps.{domainName}/background-assistant-windows/. For example, https://apps.mypurecloud.ie/background-assistant-windows/.
2. Click Download.
3. Open the downloaded file and run the GCBA installer.
4. Click Next.
5. Under Select the mode for local GCBA communication, choose whether you want to use a loopback address or use Microsoft Edge extension for internal communication. For more information, see What internal communication setup option can I use for GCBA?
6. If you integrate with a proxy server, select Use Proxy Server under Proxy settings and enter the proxy server information in the ProxyIP-or-Domain:PortNumber format.
7. Click Install.

When the setup completes, the Genesys Cloud Background Assistant service runs as a background service. To verify, follow these steps:

1. Open Administrative Tools.
2. Select Services and validate that the Genesys Background Assistance service appears.
   Notes:

   • The Genesys Cloud Background Assistant service also appears in Control Panel > Program and Features.
   • If you install GCBA while Firefox runs, restart Firefox for GCBA. For more information, see Genesys Cloud Background Assistant (GCBA) is not working when I use Firefox, how do I troubleshoot this?
   • If you install GCBA with the Edge extension for internal communication while keeping the browser open, restart Edge after completing the installation.

Genesys Cloud Background Assistant installs in the Program Files directory in the Genesys\GenesysCloudBackgroundAssistant folder. For example, C:\Program Files (x86)\Genesys\GenesysCloudBackgroundAssistant.

A silent installation does not require user prompts or the interface.  

1. Open the Command Prompt.
2. Navigate to the directory in which you saved the GCBA setup file.
3. Type one of the following commands:
   • Silent installation (uses loopback address by default):  <GenesysCloudBackgroundAssistantSetup.exe name> -install /quiet
   • Silent installation with loopback address: <GenesysCloudBackgroundAssistantSetup.exe name> -install COMMUNICATION_MODE="Loopback" /quiet
   • Silent installation with Edge extension: <GenesysCloudBackgroundAssistantSetup.exe name> -install COMMUNICATION_MODE="EdgeExtension" /quiet

The repair installer option replaces corrupted files by restoring them to their original, default versions from the installation source. 

1. Access the Genesys Cloud Background Assistant (GCBA) installation.
   Note: Region-specific download pages are also available with the following URL patterns: https://apps.{domainName}/background-assistant-windows/. For example, https://apps.mypurecloud.ie/background-assistant-windows/.
2. Click Download.
3. Click Repair. 

Firefox

In Firefox, you must enable the Allow Firefox to automatically trust third-party root certificates you install option. For more information, see Genesys Cloud Background Assistant (GCBA) is not working when I use Firefox, how do I troubleshoot this?

Google Chrome

For Chrome version 141 or later, configure the following registry settings to bypass the Local Network Access (LNA) permission prompt. Ensure that the registry URL matches the exact URL used to connect to Genesys Cloud. You can deploy this configuration across your user base with your preferred enterprise endpoint management tool.

• Software\Policies\Google\Chrome\LocalNetworkAccessAllowedForUrls\1 = https://apps.mypurecloud.com

Microsoft Edge

For Edge version 141 or later, if GCBA is set to loopback mode, configure the following registry settings to bypass the Local Network Access (LNA) permission prompt. Ensure that the registry URL matches the exact URL used to connect to Genesys Cloud. You can deploy this configuration across your user base with your preferred enterprise endpoint management tool.

• SOFTWARE\Policies\Microsoft\Edge\LocalNetworkAccessAllowedForUrls\1 = https://apps.mypurecloud.com

If you are using the Microsoft Edge extension for GCBA’s internal communication, you can follow these steps to check whether the Edge extension for GCBA Connector is installed or not:

1. Open Edge.
2. Type edge://extensions in the address bar and press Enter.
3. Verify that Genesys Cloud GCBA Connector appears in the installed extensions list. 

1. Open the Control Panel.
2. Select Programs > Uninstall a program or Add or Remove Programs.
3. Select GCBA from the list of programs and then click Uninstall.

1. Open the Command Prompt.
2. Navigate to the directory in which you saved the GCBA setup file.
3. Type the following command: <GenesysCloudBackgroundAssistantSetup exe name> -uninstall /quiet.

Locate the GCBA version in one of the following locations:

• Control Panel
• GCBA services window > service description

Identify the architecture of the installed version based on its installation path:

• For 32-bit, C:\Program Files (x86)\Genesys\GenesysCloudBackgroundAssistant
• For 64-bit, C:\Program Files\Genesys\GenesysCloudBackgroundAssistant

GCBA cannot automatically update. Use a third-party tool to check that the app cast XML file notifies of an updated GCBA release version.

You can find the latest 32-bit release at https://apps.mypurecloud.com/background-assistant-windows/appcast.xml and the latest 64-bit release at https://apps.mypurecloud.com/background-assistant-windows/appcast-x64.xml.

After you download the updated GCBA version, run the setup to install the new GCBA version. This process uninstalls the older version and installs the new one.

To perform a manual upgrade, follow these steps:

1. Access the Genesys Cloud Background Assistant (GCBA) installation.
2. Click Download.
3. Open the downloaded file and run the GCBA installer.
4. Click Next.
5. If you integrate with a proxy server, select Use Proxy Server under Proxy settings and enter the proxy server information in the ProxyIP-or-Domain:PortNumber format. 

To perform a silent upgrade, follow these steps:

1. Open the Command Prompt.
2. Navigate to the directory in which you saved the GCBA setup file.
3. Type one of the following commands:
   • If you want to retain the existing configuration, use the same command that you used for installation. If the existing communication is through the GCBA Connector extension for Edge and a new version of extension is available, the extension is automatically upgraded.
   • If you want to update the existing proxy server configuration, add these command-line arguments to or remove them from the silent installation command: USEPROXY=1 PROXYSERVER="IP address or Domain Name:Port".
   • If you want to remove the existing proxy server integration: <GenesysCloudBackgroundAssistantSetup exe name> -install USEPROXY=0 /quiet. 

To perform the following actions, an agent must have a Windows® account with administrator rights.

• Install or uninstall GCBA
• Start, stop, or restart the GCBA service
• End any of the GcbaBrowser Processes

Verify that agents do not have a Windows account with administrator rights.

By default, GCBA runs automatically when your computer starts. With administrative rights, you can stop or restart the GCBA service.

1. Open Administrative Tools.
2. Select Services.
3. In Genesys Cloud Background Assistant, select Stop Service or Start Service.

You can configure GCBA to run under a local service account or domain account instead of the default local system account, allowing the use of a managed service account for improved security and better alignment with IT policies.

Create and provision a service account with minimum permissions

Follow these steps to create and add a user to the Administrators group:

1. Open Computer Management and select Local Users and Groups > Users.
2. Do one of the following steps:
   • Create a new user account, then add the user to the Administrators group membership.
   • If a network domain account exists, add the domain account to the Administrators group membership.
3. Open Local Security Policy and select Local Policies > User Rights Assignment > Log on as a service. The Log on as a service Properties dialog box appears.
4. Click Add User or Group. The Select Users or Groups dialog box appears.
5. Add the newly created user account or domain account to the service membership and click Apply.
6. Similarly, add the user account or domain account to the Replace a process level token service membership.

Configure GCBA to use the service account

Follow these steps to set the local service account or domain account as the logon account for GCBA:

1. Open Services and select Genesys Cloud Background Assistant > Properties.
2. Navigate to the Logon tab and select This account.
3. Enter the account name and password for the newly created local service account or domain account, then click Apply.
4. Restart the GCBA Windows service.
5. (Optional) Verify that GCBA works as expected by creating a screen recording session.

To troubleshoot any errors encountered during this procedure, see the Troubleshoot the GCBA log files section.

You can find the GCBA log file at either C:\Program Files (x86)\Genesys\GenesysCloudBackgroundAssistant\logs\background-assistant.log or C:\Program Files\Genesys\GenesysCloudBackgroundAssistant\logs\background-assistant.log, depending on whether the 32-bit or 64-bit version is installed.

Running GCBA using a Windows service account

The log message, Starting GCBA <version > from Custom Account, indicates that the system used a custom account to start the GCBA Windows service. The <version> number represents the actual version number.

The following errors may indicate insufficient permissions:

• Failed to OpenProcess: The handle is invalid. The error indicates that the service account is not part of the Administrators group or it is not configured correctly.
• Failed to OpenProcessToken: The handle is invalid. The error indicates that the service account is not part of the Administrators group or it is not configured correctly.
• Failed to CreateProcessAsUser: A required privilege is not held by the client. The error indicates that the “Replace a process level token” policy has not been assigned to the service account.