Corrupted Record File

[siscom]

Good Afternoon Colleagues
I hope you are doing good and safe . One of my customers has 3CX Pro V16 . One the recorded file is not working . Its size is about 46 bytes.

May i know the reason and how can i recover this corrupted file ?

Best Regards

 

[Evolute IT]

Maybe the recording is just small because the person stopped the recording during the call? You need Enterprise to prevent that.

 

[siscom]

Hi Frederick
Does the agent is allowed to stop the recording in Pro edition from 3CX softphone ?

Best Regards

 

[Evolute IT]

Hi Frederick
Does the agent is allowed to stop the recording in Pro edition from 3CX softphone ?

Best Regards

Yes. As I said, you need Enterprise to prevent users from controlling the recording.

Otherwise, webclient/mobile apps and desktop apps can start/stop recording in-call and it could cause that.

 

[siscom]

Hi Frederick
I don't think the agent has the skills to start/stop recording.

Is there any other reasons for such corrupted recording file?

Best Regards

 

[Evolute IT]

Hi Frederick
I don't think the agent has the skills to start/stop recording.

Is there any other reasons for such corrupted recording file?

Best Regards

They don't need a "skill". Just the button in their face and they click on it. We saw this in the past when agents didn't want to have their calls listened to by their manager.

As for other reasons:
- Hard drive bad sectors
- Memory corruption during the call
- Bad drivers

How is the PBX deployed and where? Also, what version of V16 are they using?

 

[siscom]

Hi Frederick
Thx for your feedback. Kindly find my below notes:

- 3CX deployed on premise.
- Version:16.0.9

Best Regards

 

[Evolute IT]

Hi Frederick
Thx for your feedback. Kindly find my below notes:

- 3CX deployed on premise.
- Version:16.0.9

Best Regards

On-premise, is it on a dedicated machine or a VM and what VM host is it?

Like, give me all the details there because on-prem could then be bad hardware or hypervisor bugs.

 

[siscom]

Hi Frederick
Thx for your feedback. Kindly find my below notes:

• It is dedicated HW.
• The machine specs is:
  • Processor Intel(R) Core(TM) i7-6700 CPU @ 3.40GHz 3.40 GHz
  • Installed RAM 8.00 GB (7.79 GB usable)
  • System type 64-bit operating system, x64-based processor
  • The operating system is windows 10 x64 bit.

Best Regards

 

[Evolute IT]

Hi Frederick
Thx for your feedback. Kindly find my below notes:

• It is dedicated HW.
• The machine specs is:
  • Processor Intel(R) Core(TM) i7-6700 CPU @ 3.40GHz 3.40 GHz
  • Installed RAM 8.00 GB (7.79 GB usable)
  • System type 64-bit operating system, x64-based processor
  • The operating system is windows 10 x64 bit.

Best Regards

Is it running on an SSD or HDD?

 

[siscom]

Hi Frederick
SSD

Best Regards

 

[NickD_3CX]

When was this recording file generated, was it a recent one or is it an old one that could be from a previous service pack?
Also, have you found any other files that have this size 46 bytes?
Does it happen to other users as well or only this 1 user, and does it happen often?

If it is happening more than once, do you know how the users are answering/making the calls? Example, are they answering from the Android App? Or they using a BLF key on an IP Phone to pickup a call? etc....

I am asking these to try and find a common behavior.

 

[siscom]

Good Afternoon Nick
Kindly find my replay:

• It recent file . It has been generated less than one week.
• This is the only file with size 46 bytes i noticed so far.

Best Regards

 

[NickD_3CX]

Good Afternoon Nick
Kindly find my replay:

• It recent file . It has been generated less than one week.
• This is the only file with size 46 bytes i noticed so far.

Best Regards

Ok, the extension whose recording file this is, what endpoint did they use to answer the call (or make it), IP Phone, WebClient, Androind, IOS?
Did the call come via a Queue, Digital Receptionist?

As much information as you can get about this single call would be useful.

 

[siscom]

Hi Nick
Kindly find my below notes:

• The endpoint is IP Phone.
• The call come via Queue.

I would like to share with you that the issue just happened again now . I have made some investigation and i think the root cause may be because both calls has talking time 00:00:00 so this may be the reason that the recorded file not working . Do you think this should be the reason ?

Best Regards

 

[VoIPTools]

A recording file of that size is essentially blank. Your call only lasted just long enough for 3CX to create the file, but not long enough for actual audio to be recorded.

 

[siscom]

Hi Matthew
Thx for your feedback.

Best Regards