Android app cannot check the recording files suddenly

[Grace Liu]

The android app can display the option ''recording'', but we cannot find any recording files when we click the option. If we use the same extension to login the web client, we can find all the recording files normally.

Please check the details here:
Android app version: 18.1.2.60
3CX server OS: windows server 2019 in cloud (2H,4G)
extension numbers: 10

Does anybody have any suggestions?

Thanks
Regards
Grace

 

[ThomB_3CX]

Hi @Grace Liu , thanks for the feedback.

Please provide me with the following information.
1. On your android device, do you see the Recordings option in Android App Settings (top left hamburger menu) > Recordings?

2.. When clicking on Recordings, is the Recording list not loading? Or are you presented with 'No Results Found'?
Please check in both filters 'All recordings' and 'My recordings'

Could you also provide me in PM the app's verbose logs in order to understand what's going on and help you out with your issue?

1. Enable Verbose Logs: “Android App Settings (top left hamburger menu) > Settings > Advanced > Troubleshooting > Enable verbose logging”.
2. Reproduce the issue and “Send log report”: Android App Settings (top left hamburger menu) > Settings > Advanced > Troubleshooting > Send Log Report

Thanks

 

[Grace Liu]

Hi @ThomB_3CX , thanks for your reply.

Please check the below information:
1. On your android device, do you see the Recordings option in Android App Settings (top left hamburger menu) > Recordings?
Yes, we can find the option "recordings".

2. When clicking on Recordings, is the Recording list not loading? Or are you presented with 'No Results Found'?
Please check in both filters 'All recordings' and 'My recordings'
We check both filters 'All recordings' and 'My recordings', and I am presented with 'No recordings'. Sorry, it displays Chinese words, and I translate it into "No recordings".
.
3. Could you also provide me in PM the app's verbose logs in order to understand what's going on and help you out with your issue?
Yes, please check the attachment from android app.

Thanks
Regards
Grace

 

[ThomB_3CX]

Thanks @Grace Liu for the reply

We reviewed the logs and there seems to be nothing that would explain why this issue is happening.

This can be a pbx misconfiguration. To get better feedback, we would require pbx logs also. See link below:
https://www.3cx.com/docs/collecting-logs-for-3cx-support/

Please send the logs via chat so maybe we can try other ways of finding out what the issue is here.

Thanks,

Tom