Re: Call Logs - calls missing

[Ethan Davids]

Hi, Support

With this COVID-19 pandemic, the client is working from home, they make calls using the 3CX Softphone App, there are calls that have been made 11/06/2020 and actively shows on the call history via the softphone app, the problem is that there are calls from the 12/06/2020 that is missing in the call history log. This is scary... I checked the group settings and made sure that the phonebook option under users and managers. I also rebooted the 3CX services and still no call history shows, I pull call report only to find it is blank blank blank. The client would like this issue to be resolved, I am beaten. I have updated my softphones app to the latest version, checked the WebClient, updated the 3CX, and still no logs from 12/06/2020.

Is there something I am missing? Can someone please advise on how I can get the logs for 12/06/2020.

Regards.

 

[Saqqara]

Not sure if helps, check out https://www.3cx.com/blog/releases/v16-hotfix-apple-push/

 

[Ethan Davids]

Not sure if helps, check out https://www.3cx.com/blog/releases/v16-hotfix-apple-push/

Nope, but thanks for your response, i have the 3CX on the latest version

 

[Ethan Davids]

Anyfeedback on this?

 

[JohnS_3CX]

Hello,

If there are no logs for a given time period in the management console "Call Log" or when running reports then its very likely that the indeed do not exist on that system.

I would look towards evidence that the machine was probably restored from a backup or snapshot or the calls were purged.

Edit: also if you use failover and have a redundant server, there is a possibility of a failover event taking place, and the logs will be found on the secondary server.

 

[Ethan Davids]

@JohnS_3CX

Good day, the machine was running on a windows instance, windows has an activation issue and as a result caused certain services and features to be stopped, i will try and get the licence key for the windows and then revert back with my findings, can we please leave this call open until i get the key then test?

Regards

 

[JohnS_3CX]

Hi Ethan

If services were running partially there may be no logs while the calls still went on.

In this case nothing would have been logged at all, apart from your trunk provider who logs the calls that go through your trunk. They should have some records if you contact them directly.

As for Windows activation issues, you can also consider our free Debian ISO if you are comfortable with Linux.