Troubleshooting Interaction RecorderP t d b D F d Chi j i R th lPresented by Don Freeman and Chiranjeevi Rathnaala

Session ObjectivesInteraction Recorder Interaction RecorderOverview of Basic Troubleshooting & Best practicesProblem-specific TroubleshootingProblem-specific Troubleshooting

Screen RecorderScreen Recorder Overview of Basic Troubleshooting & Best practicesProblem-specific Troubleshootingp g

Q&A

IR Basic Troubleshooting

In this section, we will review Basic Troubleshooting t s sect o , e e e as c oub es oot gtechniques and best practices for Interaction Recorder.

Basic Configuration Uncompressed Recordings Directory and Recording Path Uncompressed Recordings Directory and Recording Path

must point to the same location

Folder permissions All recording directories must have full control permissions All recording directories must have full control permissions

for the respective ICAdmin account for both NTFS and Share permissions.

Database connectivity DB must be available at all times DB must be available at all times Loss of DB connectivity may result in Interaction Recorder:

Transaction server subsystem became unavailable error in ythe Application Event Log

Interaction Recorder will be placed in run state 5 if DB connectivity goes downconnectivity goes down

Recorder Best Practices Implement a DB maintenance plan Implement a DB maintenance plan Store the master key (for encryption) in a centralized

location; not on the IC server Look out for PMQ .err files periodically Monitor the disk space on Recorder storage folders from

i itime to time Create Supervisor alerts for Interaction Recorder

IR Problem-specific Troubleshooting

In this section, we will be looking at common problems t s sect o , e be oo g at co o p ob e sassociated with Interaction Recorder and troubleshooting

techniques for the same.

IR running In Degraded Mode Indicators to the problem: Indicators to the problem:

Interaction Administrator:

IR client launch fails with error:

Interaction Supervisor Recorder alert:IR is in an Error State

Basic Troubleshooting should resolve this issue If Recorder continues to be in a bad state, review the

Recorder server log and search for run stateRecorder server log and search for run state

Interactions Not Recorded Verify Interaction Recorder Selector rules are in place Verify Interaction Recorder Selector rules are in place Verify the Enable Recording option has been checked in IA If there is no media server:If there is no media server:

Verify that the Unprocessed Recordings Share Path is a valid UNC share with full control permissions for the ICAdmin account and that the local source of this share is what is specified in the Recordingthe local source of this share is what is specified in the Recording Path server parameter.

If there is a media server: V if th t th R B U iL l i lid f ld ith f ll Verify that the ResourceBaseUriLocal is a valid folder with full

control NTFS permissions Check if RecordingBaseUriRemote has been specified and is not

bl k if th t th UNC h h f ll t l h i iblank verify that the UNC share has full control share permissions

Interactions Not Processed Indicators to this problem: Indicators to this problem:

Recording files being left behind on the unprocessed recordings directory, or Media server, if being used

Application event log on IC server:Interaction Recorder is no longer processing new recordings

Verify the Process Recordings option in IA has beenVerify the Process Recordings option in IA has been selected

Verify the Uncompressed Recordings Directory is a valid UNC th d h th i i f thUNC path and has the necessary permissions for the ICAdmin account. This is not necessary if using a media server with HTTP Fetch

Verify the Compressed Recordings Directory is a valid UNC path and has the necessary permissions for the ICAdmin accountICAdmin account

Compression taking place locally Indicators to this problem: Indicators to this problem:

Application event log on IC server:"The 'Compressor Manager' subsystem could not complete compression using a Remote Audio Compressor on a remote host, compression will be done on the localhost."

Verify the RAC server is running and can be contactedy g Disable and re-enable RAC in IA (Audio Compression tab) Verify DCOM settings on IC and RAC servers

Security: Launch Permissions | icadmin | Allow Security: Access Permissions | icadmin | Allow Security: Configuration Permissions | icadmin | Allowy g | | Identity: Set to The launching userNote:The server must be rebooted for any DCOM changes to take effectThe server must be rebooted for any DCOM changes to take effect.

Recorder Client Login Could not obtain a valid license to run the Recorder Client Could not obtain a valid license to run the Recorder Client

Make sure the user or workstation has the Recorder Access license assigned

User ID username does not indicate a valid user Perform IC User Import (Interaction Tracker -> 'Import and Perform IC User Import (Interaction Tracker Import and

Reassignment' tab) MakesuretheUpdateexistingentriescheckboxischecked Check the Application Event Log for progressChecktheApplicationEventLogforprogress

Recorder Client Queries Creating and saving queries Creating and saving queries

Make sure the user has rights to run queries in IA (People -> Users -> User configuration -> Recorder policy)

Executing Queries Slow Performance Ensure a recommended DB maintenance plan in is place Ensure a recommended DB maintenance plan in is place

Reorganizedataandindexpagesatidlescheduledtimes(preferablyeverynight)

Checkdatabaseintegrity(preferablyeverynight)g y (p y y g ) Backupthedatabaseandtransactionlogatleastweekly

Perform performance monitoring and DB execution plan to verify DB performancep

Scoring Recordings Delay Delay

Ensure a recommended DB maintenance plan is in place Perform performance monitoring and DB execution plan to verify DB

performance

Interaction Recorder System ErrorInteraction Recorder System Error Attempt to recognize any pattern that causes the issue to be

reproduced

Recordings Not Categorizing Verify a categorization rule has been created with valid Verify a categorization rule has been created with valid

statements Check the priority level of the categorization rule to ensure p y g

its being categorized by the proper rule (lower value = higher priority)

Recordings Not ArchivingError There are no recordings qualifying to be archivedError There are no recordings qualifying to be archived Verify the archive configuration is correct Verify there arent any recordings belonging to categoriesVerify there aren t any recordings belonging to categories

with overriding archiving rules

Recordings not PurgingError There were 0/0 archived/unarchived recordings purgedError There were 0/0 archived/unarchived recordings purged Verify Enable Purging is checked (IA -> Interaction

Recorder -> Configuration -> Data Purging tab)g g g ) Verify there arent any recordings belonging to categories

with overriding purging rules

Error Automated purge failed in phase 2 Ensure a recommended DB maintenance plan is in placeEnsure a recommended DB maintenance plan is in place

Screen Recorder Basic Troubleshooting

In this section, we will review Basic Troubleshooting practices t s sect o , e e e as c oub es oot g p act cesand best practices for Interaction Screen Recorder.

Quick Checklist Verify Interaction Recorder Selector rule has option to Verify Interaction Recorder Selector rule has option to

screen record selected Verify all Services are startedy

IC Server ScreenCapControlServerU.exe Capture Server ScreenCaptureServerU.exe Client Workstation ScreenCaptureClientU.exe

Verify all components are on the same SU/ES Verify the contents of the config.xml file on Capture Server

and Client Workstationand Client Workstation Verify all users have NT accounts associated and IC

passwords set. Verify the configured port is not in use by other applications Verify MSXML 4.0 is installed on capture server and clients Verify screen recording share has full control for ICAdmin

Screen Recorder Best Practices Screen Capture server should be installed on a dedicated Screen Capture server should be installed on a dedicated

server Network requirementsq

Screen capture server's NIC is set to 1 GBps (full duplex) Switch port to which the capture server is connected is set to 1

GBps (full duplex)GBps (full duplex) Workstation's NIC is set to 100 MBps (full duplex)

SRec Problem-specific Troubleshooting

In this section, we will be looking at common problems t s sect o , e be oo g at co o p ob e sassociated with Interaction Screen Recorder and

troubleshooting techniques for the same.

Screen Capture Server Not Found Indicators to this problem Indicators to this problem

Application event log on IC server: There are no capture servers available in any zone

The following error will be written to the capture client IC logs: CNotifierConnection::SendWithRespOutOfOrder() failed with msgCode = Request was Rejected

The following warning will then be written to the capture server IC logs:ReloginJob::OnRelogin() : Unable to login into the control server (General Failure) Retrying in 5 seconds (General Failure). Retrying in 5 seconds...

Verify the Capture Server has a trusted certificate for both primary and backup servers

Verify connectivity between Capture Server and IC Server

Screen Capture Client Unable To Connect Indicators to this problem: Indicators to this problem:

An error will be logged in the App log on the workstation:"A critical error occured connecting to notifier. Access is denied Please check o r sername and pass ord If the problemdenied. Please check your username and password. If the problem persists, contact your administrator. (5)"

An error will be logged in the Capture client log:"[Error] DispatcherLib::Connection::AuxConnect(): Authentication"[Error] DispatcherLib::Connection::AuxConnect(): Authentication failed! HostName="xxx", AppOrSubsystemId="CaptureClient". Make sure this subsystem is authorized on the IC server!"authorized on the IC server!

Verify connectivity between Capture Client and IC Server Verify the logged in user has an NT account associatedy gg Verify the logged in user has a configured IC password

Screen Capture File Failing Transfer Verify connectivity between Capture Client and Capture Verify connectivity between Capture Client and Capture

Server Verify configured port in config.xml is not in use by any y g p g y y

other applications on the network. Verify the Screen Capture Server is configured for 1Gbit

networknetwork

Questions And Answers