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Call Recordings Missing in Admin Console

Symptom

Calls appear to be missing or not recorded at all in Admin Console recordings.

Applies To

  • Admin Console
  • Recordings
  • Audit Events

Resolution

Issue 1

I just ended an important call, but I cannot listen to it.
Call recordings can take up to 24 hours to appear within the recordings tab in Admin Console after the call has completed.
Twenty-four hours have passed but the recording is still not there.
  1. Log in to Admin Console.
  2. Select Users.
  3. To the right of the affected user, select Edit (pencil icon).
  4. Under Call Recording Settings, ensure the setting is set to Record All Calls and not set to Allow User to Record Calls Selectively. If it is set to Allow User to Record Calls Selectively, It is likely that the user has not hit the record button and the call recording is lost.

Issue 2

Call recordings are consistently missing starting at a certain date.
Check the following:
  1. As with Issue 1, check to see whether or not the user has Call Recording Settings set to Record All Calls.
  2. If the user is set to Record All Calls, from the upper left menu, select Audit events.
  3. Search for the affected user.
  4. Filter by the time period to include just before the recordings stopped appearing.
  5. Look for the event Call recording mode ALWAYS ON_DEMAND.
    Screenshot_701__1.png
    If you see this, an admin may have noticed missing call recordings and attempted to fix the issue but did not document it.
  6. Verify the storage policy and licensing for the affected user to see if the recording storage time frame has expired.
    • Typically, the recording policy is determined by the license type that a user has.
      • X0-X2 licenses have 30 days of recording space.
      • X3-X8 licenses have 130 days of recording space.
    • If calls have passed this mark, they have been deleted and cannot be recovered.
Note: You can purchase additional storage options to increase the length of the storage for individual users, but those must be manually assigned in order to function and are subject to the same limitations as mentioned above. See Managing Call Recording Storage Policy in 8x8 Admin Console.

Issue 3

Only select call recordings are missing or truncated.
Create a case with 8x8 Support to search for the missing or non-truncated recording.