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New Member

AQM desktop recording not happening

Hi

We have configured desktop recording using AQM but that recording is not even generatiang in the Local Client Machine .

In the common file section.

from the SQM service log i am getting the attcahed error.

However i have hardphone and Softphone attcahed to the same machine where we have installed CAD .

I ahve configured my windows login in the AQM server same as my PVC login where CAD is installed, but the password is different  as i came to know from cisco that ony usernbame matter but not the password.

Also checked by same password but issue is same.

Attcahed is the SQM sercvice loggs.

Any support is appreciated.

2012-05-22 09:26:41:195 INFO QM0000 Beginning telephone discovery task.  This may take a minute or two.

2012-05-22 09:26:41:258 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0

2012-05-22 09:26:41:258 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-22 09:27:41:271 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0

2012-05-22 09:27:41:271 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-22 09:28:26:402 INFO SPUD0000 Successfully launched update from <C:\Program Files\Common Files\QM\bin\update.exe>.

2012-05-22 09:28:34:186 INFO SPUD0000 Returned from update.

2012-05-22 09:28:41:315 ERROR QMVR2000 Unable to find connected phone. No CCM IP addresses are available.

2012-05-22 09:28:41:315 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-22 09:29:04:941 INFO QM0000 ASIAPAC\RChakraborty is not configured.

2012-05-22 09:29:05:643 INFO QM0000 ASIAPAC\RChakraborty is not configured.

2012-05-22 09:29:06:298 INFO QM0000 ASIAPAC\RChakraborty is not configured.

2012-05-22 09:29:43:340 INFO QM0000 ASIAPAC\RChakraborty is not configured.

2012-05-22 09:36:43:235 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-22 09:37:45:615 INFO QM0000 ASIAPAC\RChakraborty is not configured.

2012-05-22 09:44:46:196 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-22 09:45:50:157 INFO QM0000 ASIAPAC\RChakraborty is not configured.

2012-05-22 09:52:50:161 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-22 09:53:53:295 INFO QM0000 ASIAPAC\RChakraborty is not configured.

2012-05-22 09:59:57:160 INFO QM0000 Found MAC: '0021CC65A57C', CCM IP: '20.250.146.20'.

2012-05-22 09:59:59:781 INFO STD0004 Client <Primary_CTI> connected to service at <20.250.185.66>.

2012-05-22 10:00:00:744 INFO CTI0000 A status request failed with error 'PlatformException in init: com.cisco.jtapi.PlatformExceptionImpl: Unable to create provider -- user is not authorized, please check CM administration.'.  Retries will occur automatically.

2012-05-22 10:00:16:145 INFO CTI0000 A status request failed with error 'PlatformException in init: com.cisco.jtapi.PlatformExceptionImpl: Unable to create provider -- user is not authorized, please check CM administration.'.  Retries will occur automatically.

2012-05-22 10:00:29:784 INFO QM0000 Initial audit did not complete successfully.

2012-05-22 10:00:29:784 INFO STD0005 Client <Primary_CTI> disconnected from service at <20.250.185.66>.

2012-05-22 16:58:28:997 ERROR SQMUPLOAD1005 ERROR: (15:failed to read from socket)

2012-05-22 20:32:59:600 ERROR SQMUPLOAD1005 ERROR: (15:failed to read from socket)

2012-05-22 22:17:43:353 INFO QM0000 Beginning telephone discovery task.  This may take a minute or two.

2012-05-22 22:17:43:368 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-22 22:18:43:662 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0

2012-05-22 22:18:43:662 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-22 22:19:43:676 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0

2012-05-22 22:19:43:676 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-22 22:20:43:689 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0

2012-05-22 22:20:43:689 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-22 22:21:43:702 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0

2012-05-22 22:21:43:702 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-22 22:22:43:716 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0

2012-05-22 22:22:43:716 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

VERSION INFO: Environment: Platform <Windows 7 (Business/Professional/Ultimate) >.

VERSION INFO: Environment: Working Dir: <C:\Windows\system32>.

VERSION INFO: Environment: User Dir: <C:\Wind

012-05-23 13:10:04:435 INFO QM0000 Beginning telephone discovery task.  This may take a minute or two.

2012-05-23 13:12:17:725 INFO QM0000 Found MAC: '0021CC65A57C', CCM IP: '20.250.146.20'.

2012-05-23 13:55:59:319 ERROR SQMUPLOAD1005 ERROR: (15:failed to read from socket)

2012-05-23 14:03:06:821 INFO QM0000 Beginning telephone discovery task.  This may take a minute or two.

2012-05-23 14:03:06:857 ERROR QMVR2000 Unable to find connected phone. No CCM IP addresses are available.

2012-05-23 14:03:06:857 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-23 14:03:26:644 ERROR SQMUPLOAD1005 ERROR: (15:failed to read from socket)

2012-05-23 14:04:06:878 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0

2012-05-23 14:04:06:878 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-23 14:05:06:901 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0

2012-05-23 14:05:06:902 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-23 14:06:06:925 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0

2012-05-23 14:06:06:925 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

2012-05-23 14:07:06:948 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0

2012-05-22 09:26:41:195 INFO QM0000 Beginning telephone discovery task.  This may take a minute or two.
2012-05-22 09:26:41:258 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0
2012-05-22 09:26:41:258 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-22 09:27:41:271 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0
2012-05-22 09:27:41:271 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-22 09:28:26:402 INFO SPUD0000 Successfully launched update from <C:\Program Files\Common Files\QM\bin\update.exe>.
2012-05-22 09:28:34:186 INFO SPUD0000 Returned from update.
2012-05-22 09:28:41:315 ERROR QMVR2000 Unable to find connected phone. No CCM IP addresses are available.
2012-05-22 09:28:41:315 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-22 09:29:04:941 INFO QM0000 ASIAPAC\RChakraborty is not configured.
2012-05-22 09:29:05:643 INFO QM0000 ASIAPAC\RChakraborty is not configured.
2012-05-22 09:29:06:298 INFO QM0000 ASIAPAC\RChakraborty is not configured.
2012-05-22 09:29:43:340 INFO QM0000 ASIAPAC\RChakraborty is not configured.
2012-05-22 09:36:43:235 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-22 09:37:45:615 INFO QM0000 ASIAPAC\RChakraborty is not configured.
2012-05-22 09:44:46:196 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-22 09:45:50:157 INFO QM0000 ASIAPAC\RChakraborty is not configured.
2012-05-22 09:52:50:161 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-22 09:53:53:295 INFO QM0000 ASIAPAC\RChakraborty is not configured.
2012-05-22 09:59:57:160 INFO QM0000 Found MAC: '0021CC65A57C', CCM IP: '20.250.146.20'.
2012-05-22 09:59:59:781 INFO STD0004 Client <Primary_CTI> connected to service at <20.250.185.66>.
2012-05-22 10:00:00:744 INFO CTI0000 A status request failed with error 'PlatformException in init: com.cisco.jtapi.PlatformExceptionImpl: Unable to create provider -- user is not authorized, please check CM administration.'.  Retries will occur automatically.
2012-05-22 10:00:16:145 INFO CTI0000 A status request failed with error 'PlatformException in init: com.cisco.jtapi.PlatformExceptionImpl: Unable to create provider -- user is not authorized, please check CM administration.'.  Retries will occur automatically.
2012-05-22 10:00:29:784 INFO QM0000 Initial audit did not complete successfully.
2012-05-22 10:00:29:784 INFO STD0005 Client <Primary_CTI> disconnected from service at <20.250.185.66>.
2012-05-22 16:58:28:997 ERROR SQMUPLOAD1005 ERROR: (15:failed to read from socket)
2012-05-22 20:32:59:600 ERROR SQMUPLOAD1005 ERROR: (15:failed to read from socket)
2012-05-22 22:17:43:353 INFO QM0000 Beginning telephone discovery task.  This may take a minute or two.
2012-05-22 22:17:43:368 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-22 22:18:43:662 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0
2012-05-22 22:18:43:662 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-22 22:19:43:676 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0
2012-05-22 22:19:43:676 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-22 22:20:43:689 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0
2012-05-22 22:20:43:689 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-22 22:21:43:702 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0
2012-05-22 22:21:43:702 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-22 22:22:43:716 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0
2012-05-22 22:22:43:716 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
VERSION INFO: Environment: Platform <Windows 7 (Business/Professional/Ultimate) >.
VERSION INFO: Environment: Working Dir: <C:\Windows\system32>.
VERSION INFO: Environment: User Dir: <C:\Wind

012-05-23 13:10:04:435 INFO QM0000 Beginning telephone discovery task.  This may take a minute or two.
2012-05-23 13:12:17:725 INFO QM0000 Found MAC: '0021CC65A57C', CCM IP: '20.250.146.20'.
2012-05-23 13:55:59:319 ERROR SQMUPLOAD1005 ERROR: (15:failed to read from socket)
2012-05-23 14:03:06:821 INFO QM0000 Beginning telephone discovery task.  This may take a minute or two.
2012-05-23 14:03:06:857 ERROR QMVR2000 Unable to find connected phone. No CCM IP addresses are available.
2012-05-23 14:03:06:857 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-23 14:03:26:644 ERROR SQMUPLOAD1005 ERROR: (15:failed to read from socket)
2012-05-23 14:04:06:878 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0
2012-05-23 14:04:06:878 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-23 14:05:06:901 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0
2012-05-23 14:05:06:902 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-23 14:06:06:925 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0
2012-05-23 14:06:06:925 INFO QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.
2012-05-23 14:07:06:948 ERROR QMVR2001 Unable to retrieve list of adapters with error: 0

Any support is appreciated

regards

RC

6 REPLIES
Super Bronze

AQM desktop recording not happening

Hi

It looks like your PC is finding the phone ('0021CC65A57C') but there is a CTI error:

com.cisco.jtapi.PlatformExceptionImpl: Unable to create provider -- user is not authorized, please check CM administration.'. Retries will occur automatically.

You should have configured a JTAPI user that is associated to all the phones that will be recorded - have you done this? It's the one you set in the postinstall.exe program on the server.

Typically it's an applicaiton user that is associated to all the phones - I have used  the UCCX RM user for this, as it means the customer only has to keep that one user account up to date.

Regards

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
New Member

AQM desktop recording not happening

Hi

I have added the rmcm user as aqm user as well , but still the same issue

one more point , the aqm server is using qm authentication and is not part of any domain.

20.250.185.66: this is our aqm server

we are using extention mobility for Agent login .

Regards

RC

New Member

Re: AQM desktop recording not happening

Hi

I have checked and as of now what i can see that the phone is connected and added in the rmcm user that we used as jtapi in AQM .

However further troubleshooting we found that while in call , in the agent PC it is generating a RAW file , but it is not generating any.spx file.

we have given compaince license to user .

we also checked by giving advance license for dektop recording but the outcome is same , it is not generating any .erec file as well.

and cannot find nay file in server as well.

I attcahing a logs i think may be relevant to find the issue frp the client desktop .

The mAc id of the phone end with "BACE"

your help is appreciated.

Green

AQM desktop recording not happening

did you create an application user in CUCM and associate this user with the phone.

"Unable to create provider -- user is not authorized, please check CM administration "

20.250.185.66 is your Subscriber?

Regards,

Geoff

New Member

AQM desktop recording not happening

Hi

Have you resolved this problem yet ? I was had same issue like yours one .

Please let me know when you got time .

Thanks

Justin

Hi,

Hi, did you got the solution. I have the same issue
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