Overview
The path to troubleshoot missing recordings starts with the icon shown in Cradle to Grave.
Solid Playback Icon (the recording exists in the database)
A solid playback icon (
/ 
)represents a recording that is successfully stored in the database. It's possible, however, that the individual recording .wav files are not found in the location specified within the Chronicall database. This is common with server migrations. The troubleshooting path below can be followed to resolve the most common issues.
Troubleshooting Flow
Overview → Verify Services → No Sound Card→Cannot Find Audio File
Gray Icon
A gray icon (
) indicates that the call met a recording rule inside Chronicall, but was unable to capture or associate the recording metadata with the call. Follow the below troubleshooting steps to troubleshoot gray icons showing in Cradle to Grave.
Troubleshooting Flow
Overview → Verify Services → VRTX Troubleshooting → VRTX Testing
No Icon (No Recording Found)
No recording icon showing under the Recording Column in Cradle to Grave. This indicates the call did not meet a recording rule according to Chronicall, or Recording Library was not running at the time to check the recording rules.
Troubleshooting Flow
Overview → Verify Services → VRTX Troubleshooting → VRTX Testing