Missing Call Recordings (1–9 October 2026) – 3CX SMB

[hajazco]

Hello 3CX Support Team,

We are using 3CX SMB (Shared), version 20.0 Update 10 (Build 1694), hosted by 3CX, with VoiceHost as our SIP provider.

We are conducting an internal investigation into potentially missing call recordings and call record discrepancies.

1. Missing Call Recordings

When checking the Recordings section:

• Recordings from 10–11 October 2026 are available.
• An older recording from 15 September 2026 is still available.
• Recordings from 1–9 October 2026 are not visible.
• We selected "All recordings" and checked the available recordings list.

We had not previously checked the missing dates, so we cannot confirm whether the recordings were created and later deleted.

2. Recording Settings

We checked the current settings of one affected extension:

• Record Calls: Record all calls
• Show Call Recording: Enabled
• Allow deletion of recordings: Disabled
• Can start and stop recordings: Disabled

We cannot establish whether these settings were different during the missing period.

3. Event Log Investigation

We reviewed 83 events from the available Event Log:

• 76 events with ID 30052 (outbound routing failures)
• 4 events with ID 4100 (SIP trunk registration)
• 3 events with ID 10030 (expired PUSH subscriptions)

We found no explicit recording deletion or storage cleanup events.

4. VoiceHost and 3CX CDR Comparison

We compared exported call records from VoiceHost and 3CX.

Our preliminary comparison identified four short abandoned incoming calls recorded by VoiceHost without corresponding matches in the 3CX export.

We also identified outgoing attempts in 3CX without matching VoiceHost records.

We understand these discrepancies may be caused by routing failures, abandoned calls, or differences in reporting.

5. Audit Log Access

The Audit Log option is greyed out in the Reports section.

Our account has the Owner role, but System Owner is not available in our role selection menu.

Questions for 3CX Support

1. Does 3CX SMB automatically delete call recordings after a certain period?
2. Why would a recording from 15 September remain available while recordings from 1–9 October are missing?
3. Is there a known recording retention, storage, or recording service issue affecting SMB systems?
4. Can recordings be deleted by users or administrators despite the current permission settings?
5. Does 3CX maintain historical logs that could establish whether recordings were created and subsequently deleted?
6. Is Audit Log unavailable because of SMB subscription limitations?
7. Can missing recordings be recovered?
8. Can 3CX verify whether the missing call records ever reached the PBX?
9. Is there a private support or escalation procedure for investigating historical recording activity on 3CX-hosted SMB systems?

We would appreciate guidance on how to determine whether these recordings were never created, automatically removed, or deleted manually.

If possible, please preserve any relevant historical server-side logs pending investigation.

We are not alleging unauthorised deletion. Our objective is to establish the cause and ensure the reliability of our call recording system.

Thank you for your assistance.

Hajazco Technical Team