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Troubleshoot agent screen recording issues - Amazon Connect Customer
Troubleshoot screen recording failures on Chrome 147 or Edge 147 and later

Troubleshoot agent screen recording issues

Troubleshoot screen recording failures on Chrome 147 or Edge 147 and later

Starting with Chrome version 147 and Edge version 147, Chromium-based browsers enforce Local Network Access (LNA) restrictions on WebSocket connections. This blocks the local WebSocket connection between the Contact Control Panel and the Amazon Connect Client Application, causing screen recordings to fail. Affected recordings cannot be recovered.

Symptoms

  • Screen recording does not start for agents using Chrome 147+ or Edge 147+.

  • Screen recording works correctly on older browser versions or when using a browser that does not enforce LNA restrictions.

  • The shared worker logs show: IPC connection terminated with status code 1006

    • Note: this could also mean the Amazon Connect Client Application is not installed or not running on the agent machine.

  • The shared worker or CCP logs show: ERR_BLOCKED_BY_LOCAL_NETWORK_ACCESS_CHECKS

Confirm the issue

To confirm whether an agent is affected by this issue, temporarily disable the LNA check on a single impacted workstation:

  • Chrome: Navigate to chrome://flags/#local-network-access-check and set the flag to "Disabled", then restart Chrome.

  • Edge: Navigate to edge://flags/#local-network-access-check and set the flag to "Disabled", then restart Edge.

If screen recording resumes after disabling the flag, this confirms the issue is caused by LNA enforcement.

Resolution

Deploy the LoopbackNetworkAllowedForUrls enterprise policy to pre-grant loopback network access permission for your Contact Control Panel domain. Configure this policy with your Amazon Connect Contact Control Panel URL. Example policy value: [*.]my.connect.aws

For additional troubleshooting steps, including how to collect log files from the Amazon Connect Client Application and shared worker, see Download the Amazon Connect Client Application log files for troubleshooting.