Call Recording

[commercial1]

Since V16 upgrade on a customer we can not play back any call recordings the following error appears, has anyone any idea how to get these to play

his file isn’t playable. That might be because the file type is unsupported, the file extension is incorrect, or the file is corrupt.

 

[commercial1]

Have just spotted and we have it set to use the new compresed format but these files wont play in vlc either

 

[Chris_F]

Could you please supply the error message?

 

[commercial1]

Can't play
This file isn’t playable. That might be because the file type is unsupported, the file extension is incorrect, or the file is corrupt.
0xc00d36c4

 

[YiannisH_3CX]

Do you get the error for new recordings also or just for recordings that were transferred over from V15.5?

 

[commercial1]

Do you get the error for new recordings also or just for recordings that were transferred over from V15.5?

I only get the error for recordings since the upgrade

 

[YiannisH_3CX]

Where are the files stored? Are they locally on the disk? Also what happens if you do not compress them? Does that work?

 

[commercial1]

Where are the files stored? Are they locally on the disk? Also what happens if you do not compress them? Does that work?

I have tried with compress off and on and it doesnt seem to make a difference, when i download the recordings they are showing as 0k using chrome edge and IE browsers. The recordings are on the local disk and if i browse to the location thru linux i can see the files and they are larger than 0k

I have just looked at the files and can see that recordings that download and play fine prior to the upgrade show rw-r--r-- and the ones that download now at 0k show as rwxr--r--

I don't think it is the permisions as some files show rw-r--r-- and still download at 0k

 

[YiannisH_3CX]

If you manually download a recording does it play normally? Does the user "phonesystem" have all the rights for the recordings folder?

 

[commercial1]

If you manually download a recording does it play normally? Does the user "phonesystem" have all the rights for the recordings folder?

I wouldn't know how to manually download a recording if you could give me instructions on this that would be great. I suspect phonesystem has rights to the recordings folder as older recordings can be played and downloaded succesfully.

 

[YiannisH_3CX]

You can connect to your instance via FTP and just download the file manually. Filezilla or something like WinSCP will do the job.
You can also see the folder/file rights next to the folder. And you can drag and drop files to your machine easily

 

[commercial1]

You can connect to your instance via FTP and just download the file manually. Filezilla or something like WinSCP will do the job.
You can also see the folder/file rights next to the folder. And you can drag and drop files to your machine easily

I tried that using filezilla but just get could not connect to server, this is a hosted environment on OVH not sure if that makes a difference ?

 

[commercial1]

I have just archive'd to google drive to see if this lets me access the recordings but they are all showing as 0k in there to. This is proving quite an issue for this client as they require call recording for compliance and need to access one of the recordings immediately. I suspect that the upgrade has damaged the recording files and as i result it will not be possible to access these, is there anyway we can get it to start writing these correctly again ?

 

[YiannisH_3CX]

From what you are describing the recordings are being written in the folder. The issue seems to be accessing them and downloading them which leads me back to a possible issue with the permissions of the folder.
Try creating a backup with recordings included and once its finished try to download it. Open the zip file and access the recordings folder. See it the files are ok and can be played.