2 minutes
WFO v15.x – Interactions / QM – One or more of the interaction’s media files cannot be found
The Setup
3 ACR servers
1 CRS
1 Consolidated WFO/QM
The Issue
After integration between ACR and WFO, when trying to playback the recordings we get the error message ..
One or more of the interaction’s media files cannot be found
Observation - 1
Locator Logs – Authentication error for requests going to ContentServer
[locator |11B4|E] 2019-06-30 09:43:04.025+03:00 Locator::INumLocatorImpl::sendContentRequest<843> HEAD Request could not be authenticated (403) for url http://MARKLABWFO:80/retriever/replay?encryption=None&primaryinum=833303000000412&transactionid=XXXXX&type=audio&searcharchiver=false&searchbuffer=true&token=XXXXXX
...
[locator |B698|E] 2019-06-30 09:48:55.354+03:00 Locator::INumLocatorImpl::sendContentRequest<843> HEAD Request could not be authenticated (403) for url http://MARKLABWFO:80/retriever/replay?encryption=Ultra&primaryinum=833303000000412&transactionid=XXXXX&type=speaker&searcharchiver=false&searchbuffer=true&token=XXXXX
Resolution
https://support.avaya.com/ext/index?page=content&id=SOLN318006
We use winhttp to talk between the application server and the content server. This is different than the proxy defined in IE
Observation: There was a proxy server configured already from WinHttp when the server was joined to the domain
Using below commands helped view and remove the proxy (Ref: TheWindowsClub)
netsh winhttp show proxy
netsh winhttp reset proxy
Observation – 2
Locator Logs – Requests to ContentServer not successful
[locator |B3C4|I] 2019-06-30 11:33:56.549+03:00 Locator::INumLocatorImpl::sendContentRequest<896> HEAD Request did not succeed for url http://MARKLABWFO:80/retriever/replay?encryption=Ultra&primaryinum=833303000001008&transactionid=XXXXX&type=speaker&searcharchiver=false&searchbuffer=true&token=XXXXX with HTTP Code 410 Gone
...
[locator |B3C4|I] 2019-06-30 11:33:56.572+03:00 Locator::INumLocatorImpl::sendContentRequest<896> HEAD Request did not succeed for url http://MARKLABWFO:80/retriever/replay?encryption=Ultra&primaryinum=833303000001008&transactionid=XXXXX&type=metadata&searcharchiver=false&searchbuffer=true&token=XXXXX with HTTP Code 410 Gone
ContentServer logs – Requests to ACR CRS not successful
[locator |18C8|I] 2019-06-30 11:34:14.497+03:00 Locator::INumLocatorImpl::sendContentRequest<896> GET Request did not succeed for url http://MARKLABACRCRS:8080/replay?accept=eyretel/raw&encryptionSupported=true&inum=833303000001010&segmentinum=833303000001010&type=audio&uid=%7B5400A773-23E0-20FD-C318-005004431754%7D&searcharchiver=false&searchbuffer=true&token=XXXXX with HTTP Code 410 Gone
...
[locator |18C8|I] 2019-06-30 11:34:14.489+03:00 Locator::INumLocatorImpl::sendContentRequest<896> GET Request did not succeed for url http://MARKLABACRCRS:8080/replay?encryptionSupported=true&inum=833303000001010&segmentinum=833303000001010&type=energy&uid=%7B5400A773-23E0-20FD-C318-005004431754%7D&searcharchiver=false&searchbuffer=true&token=XXXXX with HTTP Code 410 Gone
Resolution
In this situation, the specific calls were not able on the CRS. ACR Master recorded the calls and did not push the calls to CRS. Inside WFO, only CRS was configured with the “ACR Replay role”.
In this case, fixed integration between ACR Master and CRS. On tests after the updated integration, calls were able to be played back on WFO.
yay!