1. Verify that you have a QM policy in place to start screen recording. 
2. Determine if you have a specific GCBA problem. To do this, verify that screen recording works as expected when you use the Genesys Cloud desktop app with the same user.
3. Verify that you installed GCBA and that it runs properly using one of the following steps:
   • If GCBA is deployed in the loopback communication mode, open https://127.0.0.1:8191/version in your browser to see if you get the version information returned by GCBA. 
   • If GCBA is deployed in the Microsoft Edge extension communication mode, check the logs related to the extension. For more information, see How can I access and collect logs for the GCBA Connector Microsoft Edge extension?
   • If registry settings are not configured to bypass the Local Network Access (LNA) permission prompt, users who log in to Genesys Cloud through a web browser with screen recording in loopback mode are prompted to grant local network access. Verify that LNA permissions are correctly configured, as screen recording does not start if users deny local network access. For more information, see Deploy Genesys Cloud Background Assistant (GCBA).
4. Review the GCBA log files as indicated in Deploy Genesys Cloud Background Assistant (GCBA) and look for errors.

For more information, see About Genesys Cloud Background Assistant (GCBA) and Genesys Cloud Background Assistant (GCBA) is not working when I use Firefox, how do I troubleshoot this?