Troubleshooting Interaction Recorder

P
Presented
t d by
b Don
D
Freeman
F
and
d Chiranjeevi
Chi
j
i Rathnaala
R th
l

Session Objectives
Interaction Recorder
Overview of Basic Troubleshooting & Best practices
Problem-specific Troubleshooting

Screen Recorder
Overview of Basic Troubleshooting & Best practices
Problem-specific
p
Troubleshooting
g

Q&A

IR Basic Troubleshooting

In tthiss section,
sect o , we
e will review
e e Basic
as c Troubleshooting
oub es oot g
techniques and best practices for Interaction Recorder.

Basic Configuration
Uncompressed Recordings Directory and Recording Path
must point to the same location

Folder permissions
All recording directories must have full
full control
control permissions
for the respective ICAdmin account for both NTFS and
Share permissions.

Database connectivity
DB must be available at all times
Loss of DB connectivity may result in Interaction Recorder:
Transaction server subsystem
y
became unavailable error in
the Application Event Log
Interaction Recorder will be placed in run state 5 if DB
connectivity goes down

Recorder Best Practices

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
time
i
to time
i
Create Supervisor alerts for Interaction Recorder

IR Problem-specific Troubleshooting

In tthiss section,
sect o , we
e will be looking
oo g at co
common
o p
problems
ob e s
associated with Interaction Recorder and troubleshooting
techniques for the same.

IR running In Degraded Mode

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
run state
state

Interactions Not Recorded

Verify Interaction Recorder Selector rules are in place
Verify the Enable Recording option has been checked in IA
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 Recording
Path server parameter.

If there is a media server:

V
Verify
if that
th t the
th ResourceBaseUriLocal
R
B
U iL
l is
i a valid
lid ffolder
ld with
ith ffullll
control NTFS permissions
Check if RecordingBaseUriRemote has been specified and is not
bl k verify
blank
if that
th t the
th UNC share
h
h
has ffullll control
t l share
h
permissions
i i

Interactions Not Processed

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

Process Recordings
Recordings option in IA has been
selected
Verify the Uncompressed Recordings Directory is a valid
UNC path
th and
dh
has th
the necessary permissions
i i
ffor th
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 account

Compression taking place locally

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."

Verifyy the RAC server is running

g and can be contacted
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:
y Configuration
g
Permissions | icadmin | Allow
Identity: Set to The launching user
Note:
The server must be rebooted for any DCOM changes to take effect.
effect

Recorder Client Login

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
Import and
Reassignment' tab)
MakesuretheUpdateexistingentriescheckboxischecked
Check the Application Event Log for progress
ChecktheApplicationEventLogforprogress

Recorder Client 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
Reorganizedataandindexpagesatidlescheduledtimes(preferablyevery
night)
Checkdatabaseintegrity(preferablyeverynight)
g y (p
y
y g )
Backupthedatabaseandtransactionlogatleastweekly

Perform performance monitoring and DB execution plan to verify DB

p
performance

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

Interaction 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
statements
Check the p
priority
y level of the categorization
g
rule to ensure
its being categorized by the proper rule (lower value =
higher priority)

Recordings Not Archiving

Error There are no recordings qualifying to be archived
Verify the archive configuration is correct
Verify there arent
aren t any recordings belonging to categories
with overriding archiving rules

Recordings not Purging

Error There were 0/0 archived/unarchived recordings purged
Verify Enable Purging is checked (IA -> Interaction
Recorder -> Configuration
g
-> Data Purging
g g tab))
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 place

Screen Recorder Basic Troubleshooting

In tthiss section,
sect o , we
e will review
e e Basic
as c Troubleshooting
oub es oot g p
practices
act ces
and best practices for Interaction Screen Recorder.

Quick Checklist
Verify Interaction Recorder Selector rule has option to
screen record selected
Verifyy all Services are started

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 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
server
Network requirements
q
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)
Workstation's NIC is set to 100 MBps (full duplex)

SRec Problem-specific Troubleshooting

In tthiss section,
sect o , we
e will be looking
oo g at co
common
o p
problems
ob e s
associated with Interaction Screen Recorder and
troubleshooting techniques for the same.

Screen Capture Server Not Found

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).
Failure) Retrying in 5 seconds
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:
An error will be logged in the App log on the workstation:
"A critical error occured connecting to notifier. Access is
denied Please check your
denied.
o r username
sername and pass
password.
ord If the problem
persists, contact your administrator. (5)"
An error will be logged in the Capture client log:
"[Error] DispatcherLib::Connection::AuxConnect(): Authentication
failed! HostName="xxx",
AppOrSubsystemId="CaptureClient". Make sure this subsystem is
authorized on the IC server!"
server!

Verify connectivity between Capture Client and IC Server

Verifyy the logged
gg in user has an NT account associated
Verify the logged in user has a configured IC password

Screen Capture File Failing Transfer

Verify connectivity between Capture Client and Capture
Server
Verifyy configured
g
p
port in config.xml
g
is not in use by
y any
y
other applications on the network.
Verify the Screen Capture Server is configured for 1Gbit
network

Questions And Answers