Why do I see "Recording not available" in my recordings?

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23 Comments

  • Devin Kennedy

    We have some agents seeing this notification of "recording not available" for a call while others are able to access the recording for the same call. Why might this be? These are all multiple minute recordings with audio that have not been deleted, our call recordings are not disabled, and our Zendesk Talk subscription is active.

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  • Gary Shand

    Thanks for raising this Devin. 

    We are also seeing this exact same issue roughly since about 1pm yesterday (UK time).

    Zendesk, I would be glad to know if this is just an intermittent issue or whether we should raise a support ticket for this?

    Cheers,

    Gary

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  • Brett Bowser
    Zendesk Community Team

    @Devan and Gary are you agents able to replicate this in another browser by chance? I did some digging on my end but was unable to find other reports of this in individual tickets. I'd be happy to create a ticket on your behalf if the issue persists.

    Let me know!

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  • Devin Kennedy

    Thanks for the quick response Brett. Our team mainly uses Google Chrome and it looks like our agents can open those not available recordings in Safari and Chrome incognito windows. Depending on the ticket, they're sometimes able to refresh Chrome and have the recording appear as well. It would be great if you could open a ticket for us on this issue.

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  • Josh Dodson

    Hi, Brett Bowser 

     

    Our instance is also experiencing this issue, I can confirm that it happens in all tested browsers: Chrome, Fire Fox and Opera. This has been happening since Yesterday and is affecting about 30-40% of the Voice created tickets in our system since yesterday. 

     

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  • Brett Bowser
    Zendesk Community Team

    Thanks for the heads up Josh! I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this with you.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Josh Dodson

    Thank you Brett! 

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  • David Louw

    Thank you, Brett.

    We have noticed this as well from yesterday.

    Questions that have come up from the team are:

    1.) Will this affect historic recordings when searching for tickets?

    2.) Will any recordings be lost/deleted?

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  • Brett Bowser
    Zendesk Community Team

    Hey David,

    If some agents are still able to access these recordings then I would guess the data would not be lost. I'm going to create a ticket on your behalf as well so we can look into this with you.

    Cheers!

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  • Gary Shand

    Thanks for this Brett.

    I can confirm our agents are also using Chrome.

    If I could be kept up to date too that would be much appreciated, thanks.

    Cheers.

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  • Brett Bowser
    Zendesk Community Team

    Hey Gary,

    It looks like this is just a UI issue so I can confirm no data will be lost. Our developers are actively working on a fix and it looks like an update was rolled back to help resolve the issue.

    Can you confirm on your end if you're still seeing unavailable recordings?

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  • Michele

    Hi Brett Bowser

    could you please confirm that records are not available in case of merged tickets too?

    Thanks!

    Michele

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  • Brett Bowser
    Zendesk Community Team

    Hi Michele,

    Could you clarify your question a bit for me? Are you trying to get the recording in the merged ticket or the ticket you're merging into?

    Any additional information you can provide is appreciated :)

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  • Michele

    Hi Bret,

    I'd like to understand if for merged tickets recording are not available due to the merging process itself.

    Thanks!

    Michele

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  • Brett Bowser
    Zendesk Community Team

    Hi Michele,

    The recordings will still remain in the original ticket that is being merged.

    Let me know if you have any other questions!

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  • Stephen Mignano

    Hello Brett we have the same issue with one of our Team members.  He is on chrome as well.  We would appreciate the help as well. 

     

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  • Stephen Mignano

    Brett, now out of no where it is happening to me, did you guys do something

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  • Brett Bowser
    Zendesk Community Team

    Hey Stephen,

    I'm going to bring this into a ticket so our Customer Advocacy team can look into this further with you.

    You'll receive an email shortly stating your ticket has been created.

    Thanks!

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  • Jee Han

    Hey Brett Bowser

    I have the same issues as the above people have encountered however in my instance it works for Google Chrome browser but not for Mozilla Firefox browser.
    We are using Mozilla Firefox as our preferred browser of choice as our online telephony system works best with Firefox.
    Appreciate your prompt response on this. Thanks!

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Jee Han,

    Thanks for reaching out to us today with your issue. Due to the nature of this problem, I am going to open up a ticket on your behalf so our advocacy team can look into this. You should receive an email shortly followed by a response from one of our specialists. 

    Best regards. 

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  • Christine Johnson

    We are also experiencing this issue, where some team members are able to review the call recording and others are not. The ticket was just solved today. 

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Christine, 

    I see you currently have an open ticket with our Advocacy team. They will be the best bet in resolving this issue since we'll likely need to gather some sensitive data from you to remedy this problem. You should receive a response via email relatively soon from your chat earlier. 

    Best regards. 

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  • Devan - Community Manager
    Zendesk Community Team

    re

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