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saadetswift16514 asked saadetswift16514 commented

Call Recordings Fail to Play - Cannot Open Message

Why am I receiving a "Cannot Open Message" error when trying to playback a recorded call?
call recordingcan not open message
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saadetswift16514 answered
When this error occurs it is most likely because the extension has been either deleted or re-created. For this reason it is important to download and save the call recordings for an extension before completely deleting or re-creating it.

For instance, let's say an employee has just left and their extension will no longer be used. If you delete the extension on 6/20/17 but then try to retrieve call recordings in the call log that are prior to that date, you will receive the error message.

If this is happening to you, please open up a web case and include RC-55250 in the case notes so that we can track these occurrences.

*UPDATE* We have had a few reports of this occurring on extensions with Custom Roles that have "Full Company Call Log Access" listed (this excludes Super Admins). If this is occurring for you, please open up a case and include RC-56721 in the case notes.
  
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information-technology12 answered saadetswift16514 commented
Hello!
We have a few employees that are getting this same error message.

The extension is still in use - and I can open the same recording they are getting the error on.

Is there any other reason for this error message?  Anything else I can check?

Help?!?
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saadetswift16514 avatar image saadetswift16514 commented ·
Hello Information Technology,

What web browser are the employees using?

Can you have them log into their extension on your computer? Do they get the same error?
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information-technology12 avatar image information-technology12 commented ·
Browser = Chrome, 61.0.3163.100 (Official Build) (64-bit)

And, no - am an not able to listen to the message on my machine, when logged into their extension.

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saadetswift16514 avatar image saadetswift16514 commented ·
Could you email me the extension(s) that are having this issue? community.support@ringcentral.com

Thanks!
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information-technology12 avatar image information-technology12 commented ·
I have emailed you the extension and a screen shot of the message information.

Thanks again for your help!
Jennifer
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bill-hodder avatar image bill-hodder commented ·
Hi Jennifer,

Has this issue been resolved for you? Our business has been having this issue since yesterday morning, and I am unable to get an ETA for a fix, and the workaround suggested by RC is less than ideal.

Kind Regards,

Bill
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