Any clue what causes this and how to resolve?  It doesn't happen to all calls, just a few here and there.  I have been manually moving them to their final destination to resolve the error but I would like to avoid doing that and fix the root cause.  I tried searching on here for some guidance and could not find a resolution.  Any help is much appreciated.  Thanks.

------------------------------
Thomas Maher

------------------------------

Hi Thomas, are these IVR calls by any chance?

I experienced this right after upgrading to CIC 2018 R1 and found out that I was missing an IVR recording license was missing and it had to be purchased.

Something else that might cause this is reprocessing policies in the Interaction Recorder container.  If you recently reprocessed all of your recordings, this could cause hiccups here and there.
I found the most detail as to what was happening by digging into the "recorder Server" subsystem logs after turning up the verbosity to notes.

You might also want to make sure that the IR subsystem is initiating that particular recording that is getting stuck on the media server and check to see if there are other customization's that might be involved.

------------------------------
Vincent Moore
CTS LanguageLink
------------------------------

Original Message:
Sent: 06-26-2018 16:58
From: Thomas Maher
Subject: Recordings stuck on media server - Failed to retrieve the media URI from the system.

Any clue what causes this and how to resolve?  It doesn't happen to all calls, just a few here and there.  I have been manually moving them to their final destination to resolve the error but I would like to avoid doing that and fix the root cause.  I tried searching on here for some guidance and could not find a resolution.  Any help is much appreciated.  Thanks.

------------------------------
Thomas Maher

------------------------------

Hello Thomas,

Adding to Vincent's explanation, this can happen when the recordings' files don't map to the media URI or recordings' location stored in the database (IR_RecordingMedia Database Table). So, for example, CIC know that the final recording location is "\\Ext_Storage\E:\Recording\.." according to retention policy while the Media Server itself record/store those recordings locally than move it to final custom location. 

What I suggest is first make sure the recording's shared location is unique and always accessible from Media Server(s) plus make sure you don't select "record all calls" option in the ACD workgroup as this option let the CIC <g class="gr_ gr_1700 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar replaceWithoutSep" id="1700" data-gr-id="1700">to</g> store recording on Media Server while it's not according to recordings' retention policy. You have to uncheck this option in case you're using recording policy
Also, you can select re-evaluate from recording policy editor as this action allows the recordings to be re-evaluated by retention policies.

Finally, having a quick look to IR subsystem logs with recording id can let you know what exactly happened behind the scenes.

Thanks,
​

------------------------------
Youssef Atef
Advanced Technology Solutions Int
------------------------------

Original Message:
Sent: 06-26-2018 16:58
From: Thomas Maher
Subject: Recordings stuck on media server - Failed to retrieve the media URI from the system.

Any clue what causes this and how to resolve?  It doesn't happen to all calls, just a few here and there.  I have been manually moving them to their final destination to resolve the error but I would like to avoid doing that and fix the root cause.  I tried searching on here for some guidance and could not find a resolution.  Any help is much appreciated.  Thanks.

------------------------------
Thomas Maher

------------------------------

I searched with recording ID for a few that were stuck.  I can find them in the logs but I don't see anything that stands out to me.  I'm not certain what I'm even looking for in the logs, are there certain keywords that would indicate where the issue is?  Here's one for example.

• <sub>::icmsa_tap_recording_create() : Parameters: ServerId=1, ResourceId=1388866059
  Parameters:
  'createPaused' -> "false"
  'deleteOnClose' -> "false"
  'mimeType' -> "audio/GSM"
  'namePrefix' -> "2101616854_2101616809_"
  'recordingCryptoSuite' -> "NULL_MD5"
  'recordingHeaderMetaData' -> "(7"callId""2101616809","localAddress""2245","localName""users name","initiatedTime""2018-06-25 19:44:37","remoteAddress""7736227423","remoteName""blah blah","requestedBy""Automatic - IRServer")"
  'recordingId' -> "f87e3b15-a16f-d0b2-85c4-466f1f170001"
  'recordingInteractionId' -> "2101616854"
  'recordingLevelControl' -> "false"
  'recordingNoiseReduction' -> "false"
  Properties:
  
  [Context Attribute 'Interaction ID']: 2101616809
  [Context Attribute 'Media Command Server Id']: 1
  [Context Attribute 'MediaServer Resource Id']: 1388866059</sub>

• <sub>CommandServer::on_request_tap_recording_terminate() : Request:
  resourceId=1388866059
  interactionId=2101616809
  parameterSet:
  'recordingId' -> "f87e3b15-a16f-d0b2-85c4-466f1f170001"
  recordingId=1141632808
  
  [Context Attribute 'Interaction ID']: 2101616809
  [Context Attribute 'Media Command Server Id']: 1
  [Context Attribute 'MediaServer Resource Id']: 1388866059</sub>

• <sub>::icmsa_tap_recording_terminate_ex() : Parameters: ServerId=1, ResourceId=1388866059, RecordingId=1141632808
  Parameters:
  'recordingId' -> "f87e3b15-a16f-d0b2-85c4-466f1f170001"
  
  [Context Attribute 'Interaction ID']: 2101616809
  [Context Attribute 'Media Command Server Id']: 1
  [Context Attribute 'MediaServer Resource Id']: 1388866059</sub>

• <sub>icmediaserveraudio::GraphTap::proxy_recording_terminate() : Closing recording... RecordingId=1141632808, State=Active, Parameters:
  'recordingId' -> "f87e3b15-a16f-d0b2-85c4-466f1f170001"
  
  [Context Attribute 'Thread Name']: AudioProcessorWorker
  [Context Attribute 'Dispatcher Job Key']: blah blah
  [Context Attribute 'Interaction ID']: 2101616809
  [Context Attribute 'Media Command Server Id']: 1
  [Context Attribute 'MediaServer Resource Id']: 1388866059
  [Context Attribute 'Media Context Id']: {00000000-0000-0000-0000-000000000000}
  [Context Attribute 'HPAA Graph Id']: 1586012
  [Context Attribute 'HPAA Engine Id']: 12</sub>

I wanted to compare the logs with a recording that is not stuck but searching by recording ID does not show logs for processed recordings that made it to the final destination specified.   




------------------------------
Thomas Maher

------------------------------

Original Message:
Sent: 06-27-2018 01:20
From: Youssef Atef
Subject: Recordings stuck on media server - Failed to retrieve the media URI from the system.

Hello Thomas,

Adding to Vincent's explanation, this can happen when the recordings' files don't map to the media URI or recordings' location stored in the database (IR_RecordingMedia Database Table). So, for example, CIC know that the final recording location is "\\Ext_Storage\E:\Recording\.." according to retention policy while the Media Server itself record/store those recordings locally than move it to final custom location.

What I suggest is first make sure the recording's shared location is unique and always accessible from Media Server(s) plus make sure you don't select "record all calls" option in the ACD workgroup as this option let the CIC <g class="gr_ gr_1700 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar replaceWithoutSep" id="1700" data-gr-id="1700">to</g> store recording on Media Server while it's not according to recordings' retention policy. You have to uncheck this option in case you're using recording policy
Also, you can select re-evaluate from recording policy editor as this action allows the recordings to be re-evaluated by retention policies.

Finally, having a quick look to IR subsystem logs with recording id can let you know what exactly happened behind the scenes.

Thanks,
​

------------------------------
Youssef Atef
Advanced Technology Solutions Int

Original Message:
Sent: 06-26-2018 16:58
From: Thomas Maher
Subject: Recordings stuck on media server - Failed to retrieve the media URI from the system.

Any clue what causes this and how to resolve?  It doesn't happen to all calls, just a few here and there.  I have been manually moving them to their final destination to resolve the error but I would like to avoid doing that and fix the root cause.  I tried searching on here for some guidance and could not find a resolution.  Any help is much appreciated.  Thanks.

------------------------------
Thomas Maher

------------------------------

This seems to be happening on more and more recordings now.  I'm going to submit a ticket through Genesys.  Thanks all.

------------------------------
Thomas Maher
Health OutSourcing Networks
------------------------------

Original Message:
Sent: 06-27-2018 11:38
From: Thomas Maher
Subject: Recordings stuck on media server - Failed to retrieve the media URI from the system.

I searched with recording ID for a few that were stuck.  I can find them in the logs but I don't see anything that stands out to me.  I'm not certain what I'm even looking for in the logs, are there certain keywords that would indicate where the issue is?  Here's one for example.

• <sub>::icmsa_tap_recording_create() : Parameters: ServerId=1, ResourceId=1388866059
  Parameters:
  'createPaused' -> "false"
  'deleteOnClose' -> "false"
  'mimeType' -> "audio/GSM"
  'namePrefix' -> "2101616854_2101616809_"
  'recordingCryptoSuite' -> "NULL_MD5"
  'recordingHeaderMetaData' -> "(7"callId""2101616809","localAddress""2245","localName""users name","initiatedTime""2018-06-25 19:44:37","remoteAddress""7736227423","remoteName""blah blah","requestedBy""Automatic - IRServer")"
  'recordingId' -> "f87e3b15-a16f-d0b2-85c4-466f1f170001"
  'recordingInteractionId' -> "2101616854"
  'recordingLevelControl' -> "false"
  'recordingNoiseReduction' -> "false"
  Properties:
  
  [Context Attribute 'Interaction ID']: 2101616809
  [Context Attribute 'Media Command Server Id']: 1
  [Context Attribute 'MediaServer Resource Id']: 1388866059</sub>

• <sub>CommandServer::on_request_tap_recording_terminate() : Request:
  resourceId=1388866059
  interactionId=2101616809
  parameterSet:
  'recordingId' -> "f87e3b15-a16f-d0b2-85c4-466f1f170001"
  recordingId=1141632808
  
  [Context Attribute 'Interaction ID']: 2101616809
  [Context Attribute 'Media Command Server Id']: 1
  [Context Attribute 'MediaServer Resource Id']: 1388866059</sub>

• <sub>::icmsa_tap_recording_terminate_ex() : Parameters: ServerId=1, ResourceId=1388866059, RecordingId=1141632808
  Parameters:
  'recordingId' -> "f87e3b15-a16f-d0b2-85c4-466f1f170001"
  
  [Context Attribute 'Interaction ID']: 2101616809
  [Context Attribute 'Media Command Server Id']: 1
  [Context Attribute 'MediaServer Resource Id']: 1388866059</sub>

• <sub>icmediaserveraudio::GraphTap::proxy_recording_terminate() : Closing recording... RecordingId=1141632808, State=Active, Parameters:
  'recordingId' -> "f87e3b15-a16f-d0b2-85c4-466f1f170001"
  
  [Context Attribute 'Thread Name']: AudioProcessorWorker
  [Context Attribute 'Dispatcher Job Key']: blah blah
  [Context Attribute 'Interaction ID']: 2101616809
  [Context Attribute 'Media Command Server Id']: 1
  [Context Attribute 'MediaServer Resource Id']: 1388866059
  [Context Attribute 'Media Context Id']: {00000000-0000-0000-0000-000000000000}
  [Context Attribute 'HPAA Graph Id']: 1586012
  [Context Attribute 'HPAA Engine Id']: 12</sub>

I wanted to compare the logs with a recording that is not stuck but searching by recording ID does not show logs for processed recordings that made it to the final destination specified.




------------------------------
Thomas Maher


Original Message:
Sent: 06-27-2018 01:20
From: Youssef Atef
Subject: Recordings stuck on media server - Failed to retrieve the media URI from the system.

Hello Thomas,

Adding to Vincent's explanation, this can happen when the recordings' files don't map to the media URI or recordings' location stored in the database (IR_RecordingMedia Database Table). So, for example, CIC know that the final recording location is "\\Ext_Storage\E:\Recording\.." according to retention policy while the Media Server itself record/store those recordings locally than move it to final custom location.

What I suggest is first make sure the recording's shared location is unique and always accessible from Media Server(s) plus make sure you don't select "record all calls" option in the ACD workgroup as this option let the CIC <g class="gr_ gr_1700 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar replaceWithoutSep" id="1700" data-gr-id="1700">to</g> store recording on Media Server while it's not according to recordings' retention policy. You have to uncheck this option in case you're using recording policy
Also, you can select re-evaluate from recording policy editor as this action allows the recordings to be re-evaluated by retention policies.

Finally, having a quick look to IR subsystem logs with recording id can let you know what exactly happened behind the scenes.

Thanks,
​

------------------------------
Youssef Atef
Advanced Technology Solutions Int

Original Message:
Sent: 06-26-2018 16:58
From: Thomas Maher
Subject: Recordings stuck on media server - Failed to retrieve the media URI from the system.

Any clue what causes this and how to resolve?  It doesn't happen to all calls, just a few here and there.  I have been manually moving them to their final destination to resolve the error but I would like to avoid doing that and fix the root cause.  I tried searching on here for some guidance and could not find a resolution.  Any help is much appreciated.  Thanks.

------------------------------
Thomas Maher

------------------------------

The issue ended up being the version of CIC we had.  The temporary solution was to restart the Recorder subsystem, the recordings started to process off of the media server after doing that.

------------------------------
Thomas Maher
Health OutSourcing Networks
------------------------------

Original Message:
Sent: 06-28-2018 14:54
From: Thomas Maher
Subject: Recordings stuck on media server - Failed to retrieve the media URI from the system.

This seems to be happening on more and more recordings now.  I'm going to submit a ticket through Genesys.  Thanks all.

------------------------------
Thomas Maher
Health OutSourcing Networks

Original Message:
Sent: 06-27-2018 11:38
From: Thomas Maher
Subject: Recordings stuck on media server - Failed to retrieve the media URI from the system.

I searched with recording ID for a few that were stuck.  I can find them in the logs but I don't see anything that stands out to me.  I'm not certain what I'm even looking for in the logs, are there certain keywords that would indicate where the issue is?  Here's one for example.

• <sub>::icmsa_tap_recording_create() : Parameters: ServerId=1, ResourceId=1388866059
  Parameters:
  'createPaused' -> "false"
  'deleteOnClose' -> "false"
  'mimeType' -> "audio/GSM"
  'namePrefix' -> "2101616854_2101616809_"
  'recordingCryptoSuite' -> "NULL_MD5"
  'recordingHeaderMetaData' -> "(7"callId""2101616809","localAddress""2245","localName""users name","initiatedTime""2018-06-25 19:44:37","remoteAddress""7736227423","remoteName""blah blah","requestedBy""Automatic - IRServer")"
  'recordingId' -> "f87e3b15-a16f-d0b2-85c4-466f1f170001"
  'recordingInteractionId' -> "2101616854"
  'recordingLevelControl' -> "false"
  'recordingNoiseReduction' -> "false"
  Properties:
  
  [Context Attribute 'Interaction ID']: 2101616809
  [Context Attribute 'Media Command Server Id']: 1
  [Context Attribute 'MediaServer Resource Id']: 1388866059</sub>

• <sub>CommandServer::on_request_tap_recording_terminate() : Request:
  resourceId=1388866059
  interactionId=2101616809
  parameterSet:
  'recordingId' -> "f87e3b15-a16f-d0b2-85c4-466f1f170001"
  recordingId=1141632808
  
  [Context Attribute 'Interaction ID']: 2101616809
  [Context Attribute 'Media Command Server Id']: 1
  [Context Attribute 'MediaServer Resource Id']: 1388866059</sub>

• <sub>::icmsa_tap_recording_terminate_ex() : Parameters: ServerId=1, ResourceId=1388866059, RecordingId=1141632808
  Parameters:
  'recordingId' -> "f87e3b15-a16f-d0b2-85c4-466f1f170001"
  
  [Context Attribute 'Interaction ID']: 2101616809
  [Context Attribute 'Media Command Server Id']: 1
  [Context Attribute 'MediaServer Resource Id']: 1388866059</sub>

• <sub>icmediaserveraudio::GraphTap::proxy_recording_terminate() : Closing recording... RecordingId=1141632808, State=Active, Parameters:
  'recordingId' -> "f87e3b15-a16f-d0b2-85c4-466f1f170001"
  
  [Context Attribute 'Thread Name']: AudioProcessorWorker
  [Context Attribute 'Dispatcher Job Key']: blah blah
  [Context Attribute 'Interaction ID']: 2101616809
  [Context Attribute 'Media Command Server Id']: 1
  [Context Attribute 'MediaServer Resource Id']: 1388866059
  [Context Attribute 'Media Context Id']: {00000000-0000-0000-0000-000000000000}
  [Context Attribute 'HPAA Graph Id']: 1586012
  [Context Attribute 'HPAA Engine Id']: 12</sub>

I wanted to compare the logs with a recording that is not stuck but searching by recording ID does not show logs for processed recordings that made it to the final destination specified.




------------------------------
Thomas Maher


Original Message:
Sent: 06-27-2018 01:20
From: Youssef Atef
Subject: Recordings stuck on media server - Failed to retrieve the media URI from the system.

Hello Thomas,

Adding to Vincent's explanation, this can happen when the recordings' files don't map to the media URI or recordings' location stored in the database (IR_RecordingMedia Database Table). So, for example, CIC know that the final recording location is "\\Ext_Storage\E:\Recording\.." according to retention policy while the Media Server itself record/store those recordings locally than move it to final custom location.

What I suggest is first make sure the recording's shared location is unique and always accessible from Media Server(s) plus make sure you don't select "record all calls" option in the ACD workgroup as this option let the CIC <g class="gr_ gr_1700 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar replaceWithoutSep" id="1700" data-gr-id="1700">to</g> store recording on Media Server while it's not according to recordings' retention policy. You have to uncheck this option in case you're using recording policy
Also, you can select re-evaluate from recording policy editor as this action allows the recordings to be re-evaluated by retention policies.

Finally, having a quick look to IR subsystem logs with recording id can let you know what exactly happened behind the scenes.

Thanks,
​

------------------------------
Youssef Atef
Advanced Technology Solutions Int

Original Message:
Sent: 06-26-2018 16:58
From: Thomas Maher
Subject: Recordings stuck on media server - Failed to retrieve the media URI from the system.

Any clue what causes this and how to resolve?  It doesn't happen to all calls, just a few here and there.  I have been manually moving them to their final destination to resolve the error but I would like to avoid doing that and fix the root cause.  I tried searching on here for some guidance and could not find a resolution.  Any help is much appreciated.  Thanks.

------------------------------
Thomas Maher

------------------------------