Issue with Call Recordings: Some Recordings Have No Sound since update to 3CX V20

[tech_hocl]

Hello everyone,

I'm experiencing an issue with call recordings on 3CX v20, where some of the recordings have no sound at all. Interestingly, this only affects certain users, not everyone on the system.

Details:​

• 3CX Version: v20
• Environment: Running on Windows 10 on premise
• Recording Issue: Only certain users’ call recordings have no audio; other users’ recordings are fine.

Troubleshooting Steps Taken:​

1. Verified that affected users have permissions and settings identical to those with working recordings.
2. Checked network bandwidth and performance, which seems stable.
3. Tested with different devices and network connections, but the issue persists.
4. Restarted the 3CX services and even rebooted the server, with no improvement.

Has anyone experienced this issue, or could anyone suggest potential solutions or settings that might be affecting specific users’ recordings? Any help would be appreciated!

Thank you in advance!

 

[VoIPTools]

Try deleting one of the effected user's extension and recreate from scratch. We have seen that help on occasion.

 

[tech_hocl]

I have done the same today and the recordings still have no sound.