AQM not recording one station

[Chuck Bohatka]

Getting the following error in the SqmService log:

QM0004 Unable to retrieve phone information for desktop recording, retry in 60 seconds.

Followed by:

QM0000 <USER> is logged in, but no telephone has been detected yet for desktop recording.

LDAP0000 Unable to retrieve 'SingleSpanUserInfo for <USER>' with error '22:Could not find specified entry.'.

I've reinstalled the software, replaced the phone, changed the patch cables. verified the switch was configured correctly, verified the user in Administration, made sure the phone was being controlled by the jatpi user and still nothing has made a difference.  I've done everything short of replacing the PC.  I know it's not a problem with the user, because she can be recorded at another station... so this is my problem child.  Any ideas would be appreciated before I just replace the box.

Thanks.

c b j

[lohjintiam]

Came across something similar where the phone was getting the data vlan ip instead of the voice vlan ip caused by the wrongly configured network point.

Thanks!

-JT-

[Anthony Holloway]

This seems like a basic step, but you did not mention it... Double check that the PC is plugged into the phone.  I mean, really double check it.

Then look at the client logs for the SCCP heartbeat line, you should see three of them detected before the phone is paired with the user.

[Chuck Bohatka]

The phone is on the voice vlan and it is definitely plugged into the PC... I swapped out the PC and recording is working.  No idea

what caused this but hope to do some further analysis.  The only thing I can think is maybe the NIC

was behind on the firmware or something and wasn't allowing the SPAN to happen?

[haouaswajih]

Dear All,

I am facing an issue with QM 8.5. Recording is not working with desktop recording mode. we're using Cisco IP communicator as phone. The server is configured correctly.

We switched to network recording mode, and after this we were able to record audio and to monitor the phones BUT screen recordig is not working at all.

from the client side i can see the following error on the sqmservice.dbg :

2013-04-28 16:32:44:536 DEBUG [0xdd4] PhoneFinder.cpp[203] PhoneFinder::FindConnectedPhone: Packet filter string: ((tcp or udp or ether[12:2] = 0x8100)).

2013-04-28 16:32:44:546 DEBUG [0xdd4] PhoneFinder.cpp[308] PhoneFinder::FindConnectedPhone: Start checking packets from adapter(\Device\Qmpdpc_{3D8E93ED-40FA-48B0-B6B0-F0E2AFB99C25}) for next 420 seconds.

2013-04-28 16:33:40:701 DEBUG [0x22cc] UploadCommunicator.cpp[1584] UploadCommunicator::agentRequestsThread: Wait statement timed out. Checking for expired objects.

2013-04-28 16:38:00:099 DEBUG [0x220c] Staging.cpp[880] Staging::CheckDailyFilesForUpload: Done checking contact xml files for staging in the daily folder.

2013-04-28 16:38:40:233 DEBUG [0x1a58] UploadCommunicator.cpp[2218] UploadCommunicator::_checkImmediateUploadThread: Timeout. Time for check if immediate upload ccrs left....

2013-04-28 16:38:40:714 DEBUG [0x22cc] UploadCommunicator.cpp[1584] UploadCommunicator::agentRequestsThread: Wait statement timed out. Checking for expired objects.

2013-04-28 16:39:44:127 DEBUG [0xdd4] PhoneFinder.cpp[338] PhoneFinder::FindConnectedPhone: Finished checking packets from adapter(\Device\Qmpdpc_{3D8E93ED-40FA-48B0-B6B0-F0E2AFB99C25}).

2013-04-28 16:39:44:127 DEBUG [0xdd4] PhoneFinder.cpp[348] PhoneFinder::FindConnectedPhone: Unable to detect phone on adapter(\Device\Qmpdpc_{3D8E93ED-40FA-48B0-B6B0-F0E2AFB99C25}).

2013-04-28 16:39:44:127 INFO [0xdd4] QM0004 FindConnectedPhoneOrLoggedOnUser: Unable to retrieve phone information for desktop recording, retry in 60 seconds.

I don't know what's wrong, everything seems to be configured correctly.

Can you please advice ?