Issue: Recording Not Showing in Recording Menu but Visible in Call Report (Download & Play Greyed Out)

[Sajjad.Khurshid]

Hello,


I am experiencing an issue with call recordings in 3CX. When searching for a recording using an extension, it does not appear in the Recording menu. However, it does show up in the Call Report section. The problem is that the Download and Play buttons are greyed out, preventing access to the recording.

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System Details:​

• 3CX Version: V20 Update 4
• Hosting Environment: Google Cloud

Has anyone else encountered this issue? Any suggestions on how to resolve this?

 

[Alphabetic]

Call report will show all calls unless purged.

If there are no call recordings you will not be able to play from the call report.

The recording has been moved/archived/deleted.

 

[Evolute IT]

Call report will show all calls unless purged.

If there are no call recordings you will not be able to play from the call report.

The recording has been moved/archived/deleted.

Archived would still show and be accessible.

So, moved or deleted, or just never recorded.

 

[Sajjad.Khurshid]

@Alphabetic @ConceptsWeb

Thanks for your response.

The recording is not in the Archive either.

Additionally, the user does not have delete rights.

The recording file is present in the 3CX Linux directory, but when I try to download it, I get a "Failed" error.

Any suggestions on how to resolve this?

 

[Evolute IT]

@Alphabetic @ConceptsWeb

Thanks for your response.

The recording is not in the Archive either.

Additionally, the user does not have delete rights.

The recording file is present in the 3CX Linux directory, but when I try to download it, I get a "Failed" error.

Any suggestions on how to resolve this?

Sounds like corruption or permissions issues.

Make sure the recordings folder has the correct permissions on it.

 

[Masaki]

Hi Support 3CX,

I think this is problem, my customer has send same problems in this issue.

remark : - in call log report, in someone has problem, call recording is show grey link not access.
- in Server has record file.
- user and admin not delete in process.

Problem detect form 2 customers send to me. I think this problem is link download name is wrong from report.

3CX Version : 20.0.5.551
OS : Windows Server 2016 and Server 2019

Thank you