Documentation:CR:Solution:alarms:8.5.2

Playback Error: Non-Encrypted

Log ID: 40030

Problem

When trying to play back an interaction, the following common playback problems may occur:

Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) Connection:

The connection cannot be started.
The connection is aborted accidentally.

Interaction Recording Web Services (Web Services) Response:

Response has a non-200-OK HTTP status.
Response cookies cannot be parsed by RCS.
Response content does not contain the information RCS is looking for (for example, specific attributes in the JSON response).

The requested media file cannot be found.
The actual media file cannot be fetched using the information given by Interaction Recording Web Services (Web Services).
An error occurs when trying to output the requested media.

Resolution

Verify that a table connection can be established between RCS and Interaction Recording Web Services (Web Services).
Verify that Interaction Recording Web Services (Web Services) responds with the content expected by RCS.
Verify that Interaction Recording Web Services (Web Services) responds with the correct information.

Playback Error - Encrypted

Log ID: 40031

Problem

Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) Connection:

The connection cannot be started.
The connection is aborted accidently.

Interaction Recording Web Services (Web Services) Response:

Response has a non-200-OK HTTP status.
Response cookies cannot be parsed by RCS.
Response content does not contain the information RCS is looking for (for example, specific attributes in the JSON response).

The requested media file cannot be found.
The actual media file cannot be fetched using the information given by Interaction Recording Web Services (Web Services).
An error occurs when trying to output the requested media.
Pem problem:

The format is incorrect.
Pem is not of type PKCS7:

Unmatched OID.

PKCS7 pem cannot be parsed:

Invalid syntax.
Unexpected content.

Password problem:

Password is incorrect for the Pem file.

Decryption problem:

Encryption is not of type RSA.
Private key given by the Pem file is invalid.
Session key cannot be decrypted by the private key.
Encrypted media cannot be decrypted by the session key.
Encrypted media is corrupted.

Resolution

Verify that a table connection can be established between RCS and Interaction Recording Web Services (Web Services).
Verify that Interaction Recording Web Services (Web Services) responds with the content expected by RCS.
Verify that Interaction Recording Web Services (Web Services) responds with the correct information.
Verify that the pem returned by Interaction Recording Web Services (Web Services) is valid PKCS7.
Verify that RCS is configured with the correct pass phrase.
Verify that the encrypted media is not corrupted.

Add Certificate

Log ID: 40022

Problem

Certificate problem:

The certificate cannot be parsed.
The certificate does not have an X509 format.
The information cannot be extracted from the certificate.
The Public key in the certificate is not of type RSA.

Private key problem:

The Private key not in pem format.
The Private key is encrypted while a password is not provided.
The Encrypted private key cannot be parsed.

Decryption problem:

The Encrypted Private key cannot be decrypted by the password provided.

Certificate-key unmatched problem:

The text encrypted by the certificate's public key cannot be decrypted by the provided private key.

The certificate to be added already exists in the key store.

Resolution

Verify that the certificate provided is valid.
Verify that the provided key is valid.
Verify that the password provided can decrypt the private key if it is encrypted.
Verify that the certificate and the key provided are a pair, so that what should be encrypted by the certificate's public key can be decrypted by the key.

Delete Certificate

Log ID: 40023

Problem

The certificate alias that should be deleted cannot be parsed.
The certificate to be deleted cannot be found.

Resolution

Verify that the alias has the format with the prefix: prefix_tenantName:tenantDbid:issuerDN:serialNo.

Error accessing agent hierarchy (<SWITCH NAME>, <AGENT ID>) from Config Server cache

Problem

When connecting to the Configuration Server an error occurs when the Configuration Server attempts to retrieve information about agent hierarchy.

Resolution

Open the rpconfig.cfg file and review the [config_server] section. Verify that the Configuration Server settings are correct for the following options: hostname, port, username, password, backup_host, backup_port
Verify that there is a stable connection between Recording Processor Script (RPS) and Configuration Server.
Verify that the Configuration Server is up and running.

RP failed to access local queue for message processing

Problem

The Recording Processor Script does not interact as expected with the local SQLite file.

Resolution

Open the rpconfig.cfg file and review the [persistence] section. Verify that db_filename is filled out and the proper SQLite file is created.
Verify that the SQLite file is not corrupted.
Verify that the Recording Processor has read/write access to the SQLite file.
Verify that other processes are not using the SQLite file. If the SQLite file is being used by other processes, consider using a new SQLite file, and make changes to the other processes.

JSON loading error. Deleting record: <UUID>

Problem

An problem occurs when loading the MCP record that was saved to a local SQLite file.

Resolution

Veify that SQLite is not corrupted.
Verify that the column data contains JSON strings. The column can be found in the table defined in the [persistence] section.

Could not access metadata...

Problem

A problem occurs when the Recording Processor Script (RPS) retrieves stored metadata saved to a local SQLite file.

Resolution

Verify that the [persistence] section in rpconfig.cfg points to the correct table and SQLite file.
Verify that the SQLite file is not corrupted.
Verify that the Recording Processor has read/write access to the SQLite file.
Verify that other processes are not using the SQLite file. If the SQLite file is being used by other processes, consider using a new SQLite file, and make changes to the other processes.

Fail to retrieve update from config server, connection might be broken

Problem

Failed to retrieve updated information from the Configuration Server.

Resolution

Verify that the Configuration Server is running.
Verify that the [config_server] section in rpconfig.cfg is configured correctly.
Verify that there is a stable connection between Recording Processor Script and the Configuration Server.

Could not access contact center: <URI>

Problem

Failed to retrieve information from Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) about a specific contact center.

Resolution

Verify that there is a stable connection between Recording Processor Script and Interaction Recording Web Services (Web Services).
Verify that the contact center is still available and has not been deleted.
Verify that Interaction Recording Web Services (Web Services) is up and running.

Unable to query Interaction Recording Web Services (Web Services) for list of contact centers: <CC URI>

Problem

Failed to retrieve information from Interaction Recording Web Services (Web Services) regarding a list of contact centers.

Resolution

Verify that there is a stable connection between Recording Processor Script and Interaction Recording Web Services (Web Services).
Verify that the [htcc] section in rpconfig.cfg has the correct credentials.
In the [htcc] section in the rpconfig.cfg file, verify that the contact_center_uri points to the correct GET request, and base_uri points to the correct Interaction Recording Web Services (Web Services) node.
Verify that Interaction Recording Web Services (Web Services) is up and running.

Fail to parse party information of call <UUID> with Exception, <EXCEPTION>

Problem

Failed to parse information retrieved from the ICON database.

Resolution

Verify that the [processing] section in rpconfig.cfg is set with the correct Encoding option.
Verify that the information returned from ICON is not missing information. Ensure validity.

Could not read ICON DB configuration.

Problem

Failed to parse rpconfig.cfg to obtain information regarding the ICON databases.

Resolution

Verify that the switches in the [icon_db_servers] section in rpconfig.cfg point to the correct ICON databases.
Every ICON database specified in the section [icon_db_servers] requires its own section in the form of [{database_name}_db_info]. Each section must contain the following information: dbserver_host, dbserver_port, username, password, dbname, dbms, dbengine.

Fail to query agent state update from ICON

Problem

Failed to retrieve information from the ICON database regarding agent state.

Resolution

Verify that the switches in the [icon_db_servers] section in rpconfig.cfg point to the correct ICON databases.
Every ICON database specified in the section [icon_db_servers] requires its own section in the form of [{database_name}_db_info]. Each section must contain the following information: dbserver_host, dbserver_port, username, password, dbname, dbms, dbengine.

Fail to parse ICON result for agent state update, <EXCEPTION>

Problem

Failed to parse information retrieved from ICON.

Resolution

Verify that the ICON database is using the correct schema (specifically G_AGENT_STATE_HISTORY). The data should be valid and values in the following columns should be integers: added_ts, prevstate, state.

No ICON DB configuration information found!

Problem

Failed to parse rpconfig.cfg to obtain information regarding the ICON databases.

Resolution

Verify that the switches in the [icon_db_servers] section in rpconfig.cfg point to the correct ICON databases.
Every ICON database specified in the section [icon_db_servers] requires its own section in the form of [{database_name}_db_info]. Each section must contain the following information: dbserver_host, dbserver_port, username, password, dbname, dbms, dbengine.

<Error Message> Can not retrieve data from DB

Problem

Failed to get SQL results from the ICON database.

Resolution

Verify that the [icon_db_servers] section in rpconfig.cfg and the ICON database are configured correctly. The ICON databases require information regarding: dbserver_host, dbserver_port, username, password, dbname, dbms, dbengine
Verify that the ICON database exists and is reachable on the target host.
Verify that there is a stable connection between Recording Processor Script and the ICON databases.

Failed to POST to <URI>

Problem

POST requests to Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) / SpeechMiner failed.

Resolution

Verify that there is a stable connection between Recording Processor Script and SpeechMiner, as well as the Recording Processor and Interaction Recording Web Services (Web Services).
Verify that the failed URI is a valid URI used for POST requests.
Verify that the post_uri and base_uri options and the credentials in the [speechminer] section in rpconfig.cfg are configured properly.
Verify that the post_uri and base_uri options and the credentials in the [htcc] section in rpconfig.cfg are configured properly.
If the POST request is related to a contact-center, ensure the contact center still exists.

Could not access event time: <EVENT>

Problem

When processing the events from ICON, the system is unable to find the event time.

Resolution

Verify that the ICON data in the G_PARTY_HISTORY and G_PARTY tables is correct.
Verify the data stored on the local SQLite file is correct. To verify the correct table, look at the [persistence] section in rpconfig.cfg
SQLite file is corrupted

Could not access event uuid: <EVENT>

Problem

When processing the events from ICON, the system is unable to find the event UUID.

Resolution

Verify that the ICON data in the G_PARTY_HISTORY and G_PARTY tables is correct.
Verify the data stored on the local SQLite file is correct. To verify the correct table, look at the [persistence] section in rpconfig.cfg
SQLite file is corrupted

Could not access last event: <EVENT ID>

Problem

When attempting to process a series of events to retrieve the latest known time a number of issues arise.

Resolution

Verify that the ICON data in the G_PARTY_HISTORY and G_PARTY tables is correct.
Verify the data stored on the local SQLite file is correct. To verify the correct table, look at the [persistence] section in rpconfig.cfg
SQLite file is corrupted

Could not parse stop time

Problem

When a record is processed, the information appears to be invalid because Recording Processor Script has issues parsing the data.

Resolution

Verify that the metadata received from MCP is in the proper JSON format.
Verify the data stored in the local SQLite file is correct and not corrupted.
Verify if additional processes are using the SQLite file. If additional processes are using a new SQLite file, change those processes to use another SQLite file, or create a new SQLite file for Recording Processor.

Could not mask credentials

Problem

When a record is processed, the information appears to be invalid because Recording Processor Script has issues parsing the data.

Resolution

Verify that the metadata received from MCP is in the proper JSON format.
Verify the data stored in the local SQLite file is correct and not corrupted.
Verify if additional processes are using the SQLite file. If additional processes are using a new SQLite file, change those processes to use another SQLite file, or create a new SQLite file for Recording Processor.

Back up metadata record failed: can't make directory [<DIRECTORY>].

Problem

Recording Processor Script is having problems trying to create a directory on the local file system.

Resolution

Verifry that the Recording Processor instance has permission to read and write at the specified directory and its parent directory.
Verify that there is enough disk space on the local hard drive to allow the write.

Back up metadata record into [<FILE NAME>] failed.

Problem

Recording Processor Script is having problems trying to create a file on the local file system.

Resolution

Verifry that the Recording Processor instance has permission to read and write at the specified directoryy.
Verify that there is enough disk space on the local hard drive to allow the write.

Error getting record from GWS<RECORD ID>

Problem

It is not possible to retrieve record information from Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) about a specific record.

Resolution

Verifry that the following properties are set properly in the [htcc] section in rpconfig.cfg: base_uri, get_uri, contact_center_uri, username, password.
Verify that there is a stable connection between Recording Processor Script and Interaction Recording Web Services (Web Services).
Verify that the contact center is available and has not been deleted.
Verify that Interaction Recording Web Services (Web Services) is up and running.

Processing error

Problem

Recording Processor Script is having problems interacting with the local SQLite file.
It is not possible to read the metadata stored in the SQLite file.

Resolution

Verify if the [persistence] section in rpconfig.cfg points to the correct table and SQLite file.
Verify that the SQLite file exists, as specified in rpconfig.cfg.
Verify that the SQLite file has not been corrupted.
Verify that Recording Processor has read/write access to the SQLite file.
Verify that additional processes are using the SQLite file. If additional processes are using a new SQLite file, change those processes to use another SQLite file, or create a new SQLite file for Recording Processor.
Verify if the data column contains JSON strings. The column can be found in the table defined in the [persistence] section.

Could not access event uuids: <UUID>

Problem

A problem occurred when sorting UUIDS and times when processing the events from ICON.

Resolution

Verify that the ICON data in the G_PARTY_HISTORY and G_PARTY tables are correct.
Verify if the metdata received from MCP is in the proper JSON format.
Verify that the data stored in the local SQLite file is correct. To verify which table may be problematic, look at the [persistence] section in rpconfig.cfg.
Verify that the SQLite file is not corrupt.

Could not merge records. Skipping merge: <UUID>

Problem

While trying to consolidate numerous records into a single record:

The system failed to parse information properly.
A problem occurred when writing or reading to the local SQLite file.

Resolution

Verify that the ICON data in the G_PARTY_HISTORY and G_PARTY tables are correct.
Verify that the data stored in the local SQLite file is correct. To verify which table may be problematic, look at the [persistence] section in rpconfig.cfg.
Verify that the SQLite file is not corrupt.
Verify that Recording Processor has read/write access to the SQLite file.

Could not access metadata to merge...

Problem

It is not possible to properly access information in the metadata.

Resolution

Verify that the ICON data in the G_PARTY_HISTORY and G_PARTY tables are correct.
Verify that the data stored in the local SQLite file is correct. To verify which table may be problematic, look at the [persistence] section in rpconfig.cfg.
Verify that the SQLite file is not corrupt.

Could not save merged metadata: <UUID>

Problem

Deleting records from the local SQLite file is problematic.

Resolution

Verify that db_filename in the [persistence] section in rpconfig.cfg is filled out and the proper SQLite file is created.
Verify that table_name in the [persistence] section in rpconfig.cfg is correct.
Verify that the SQLite file is not corrupt.
Verify that Recording Processor has read/write access to the SQLite file.

Exception thrown when applying interaction callType

Problem

A problem occurred when applying a call type to the record.

Resolution

Verify that the metadata received from MCP is in the proper JSON format.
Verify that the SQLite file is not corrupt.

Could not add partitions: <UUID>

Problem

Unable to parse the recordings properly to add the partition properly.

Resolution

Verify that the metadata received from MCP is in the proper JSON format.
Verify that the SQLite file is not corrupt.

error in backup thread

Problem

A problem occurred when running the Recording Processor in backup mode. May be attributed to either:

SQLite file.
Internal implementation of threads and locks.

Resolution

Verify that the [persistence] section in rpconfig.cfg points to the correct table and SQLite file.
Verify that the SQLite file exists, as specified in rpconfig.cfg.
Verify that the SQLite file is not corrupt.
Verify that the Recording Processor has read/write access to the SQLite file
Verify that additional processes are using the SQLite file. If additional processes are using a new SQLite file, change those processes to use another SQLite file, or create a new SQLite file for Recording Processor.

SQLite3 error: <SQL CMD> - <PARAMETERS>:<ERROR MSG>

Problem

An SQL call was made, and an issue occurred.

Resolution

Verify that the [persistence] section in rpconfig.cfg points to the correct table and SQLite file.
Verify that the SQLite file exists, as specified in rpconfig.cfg.
Verify that the SQLite file is not corrupt.
Verify that the Recording Processor has read/write access to the SQLite file
Verify that additional processes are using the SQLite file. If additional processes are using a new SQLite file, change those processes to use another SQLite file, or create a new SQLite file for Recording Processor.

SQLite3 warning: <SQL CMD> - <PARAMETERS>

Problem

An SQL call was created and tried to perform multiple commands at the same time.

Resolution

Verify that the parameters are correct for the SQL command. Verify whether or not it is trying to invoke another command. If yes, contact Genesys Support for help.

SQLite3 rollback error

Problem

A problem occurred when attempting a rollback with the local SQLite file.

Resolution

Verify that the SQLite file is not corrupt.
Verify that the Recording Processor has read/write access to the SQLite file.
Note: There may be nothing to roll back, since this error may just be a warning.

error in processing thread

Problem

Issues occurred for Recording Processor Script processes that run in "active" mode. This message is used as a catchall for many different errors in the Recording Processor Script. The issues may include:

Processing metadata from MCP.
Processing data from ICON.
Encoding
SQLite
Internal handling

Resolution

Verify that the metadata received from MCP has the proper JSON format.
Verify that the data found in ICON are correct.
Verify that the [persistence]' section in rpconfig.cfg points to the correct table andSQLlite file.
Verify that the data stored in the local SQLite file is correct. To verify that correct table, look at the '[persistence] section in rpconfig.cfg.
Verify that the SQLite file is not corrupt.
Verify that the Recording Processor has read/write access to the SQLite file.
Verify that additional processes are using the SQLite file. If additional processes are using a new SQLite file, change those processes to use another SQLite file, or create a new SQLite file for Recording Processor.
If the above resolutions do not fix the issue, please contact Genesys Support for help.

Fatal exception occurred during metadata processing

Problem

An error occurred when starting the Recording Processor Script in Active mode.

Resolution

Verify that the Recording Processor Script is installed properly with the recommended version of Python. If it is installed properly contact Genesys Support for help.

**** SHUTTING DOWN BECAUSE OF FATAL ERROR ****

Problem

An error occurred when starting the Recording Processor Script in Active mode.

Resolution

Verify that the Recording Processor Script is installed properly with the recommended version of Python. If it is installed properly contact Genesys Support for help.

Failed to reconnect to config server

Problem

Recording Processor Script is having problems connecting to the Configuration Server.

Resolution

Verify that the Configuration Server settings in [config_server] section in rpconfig.cfg are correct for the following options: hostname, port, username, password, backup_host, backup_port.
Verify that there is a stable connection between the Recording Processor Script and the Configuration Server.
Verify that the Configuration Server is up and running.

Fail to parse ICON customized data: <ERROR>

Problem

Recording Processor Script is having problems parsing the information from ICON.

Resolution

Verify that the data received from ICON is correct.
Verify that the date is a proper integer that can be converted into a proper ISO 8601 format.

Failure: <DESCRIPTION> Headers: <HEADERS>

Problem

The response from a POST or GET request was not successful.

Resolution

Verify that all the options in the [speechminer] section in rpconfig.cfg are configured properly (if this is being used): base_uri, post_uri, username, password, disable_ssl_certificate_validation.
Verify that all the options in the [htcc] section in rpconfig.cfg are configured properly (if this is being used): base_uri, post_uri, get_uri, contact_center_uri, username, password, disable_ssl_certificate_validation.
Verify that Speechminer / Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) are in an operational state.

Content: <CONTENT>

Problem

The response from a POST or GET request was not successful.

Resolution

Verify that all the options in the [speechminer] section in rpconfig.cfg are configured properly (if this is being used): base_uri, post_uri, username, password, disable_ssl_certificate_validation.
Verify that all the options in the [htcc] section in rpconfig.cfg are configured properly (if this is being used): base_uri, post_uri, get_uri, contact_center_uri, username, password, disable_ssl_certificate_validation.
Verify that Speechminer / Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) are in an operational state.

Failed to GET record from <URL><ERROR MSG>

Problem

Recording Processor Script has an issue with a GET request to Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier).

Resolution

Verify that all the options in the [htcc] section in rpconfig.cfg are configured properly (if this is being used): base_uri, post_uri, get_uti, contact_center_uri, username, password, disable_ssl_certificate_validation.
Verify that there is a stable connection between the Recording Processor Script and Interaction Recording Web Services (Web Services).
Verify that Interaction Recording Web Services (Web Services) is up and running.
Verify that SM is sending back the correct response. The response must be decode-able for usage.

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