We have a large block of missing 3CX call recordings.Recordings are available up to 15/10/2025, nowthere are no accessible recordings until 04/09/26

[Steven Home Saviours]

The Call Reports still contain the calls during the missing period. For example, calls from July 2026 are present with their caller/callee, duration and call activity, but the recording Play/Download controls are greyed out, and these recordings do not appear in the Recordings view.

We can confirm these recordings previously existed and were accessible through 3CX. We have personally accessed/listened to recordings within the affected date range in the past. They have subsequently disappeared.
Call Reports still contain the corresponding calls, but the recording controls are now greyed out.

please can someone help

 

[Evolute IT]

Do you have auto-purge enabled? In the Recordings section, click Options and make sure "delete temporary recordings after X days" is disabled.

 

[MatanoIT]

Call Reports and recordings are stored separately, so the call history surviving doesn't mean the audio did. Here's what I'd check, in this order.

1. Recordings, then Options, then the archive settings. If anyone ever set up archiving to SharePoint, Google Drive or an SFTP/SMB share, that's my first suspect, since your gap has a clean start and end date. If the archive credentials or folder changed at some point, 3CX can still list the calls but grey out playback. Go look in that archive location directly.
2. Storage limits and auto delete. Look for a max storage or "delete recordings older than X days" setting, and check the Event Log around 15/10/2025 and 04/09/2026 for disk space or cleanup events.
3. Anything that happened on those two dates, like a migration, a restore from backup, a move to a new host or a big version upgrade. Backups can be taken without recordings, and restoring one brings back the call history but not the audio.
4. If it's self hosted, look in the recordings folder on disk (by default /var/lib/3cxpbx/Instance1/Data/Recordings on Linux) and see whether files exist for that period at all.

If the files are gone from disk and there's no archive or off box copy, 3CX probably can't bring them back. The archive and backup locations are where I'd start looking.