Call Recordings Fail to Play - Cannot Open Message

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Why am I receiving a "Cannot Open Message" error when trying to playback a recorded call?
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Posted 1 year ago

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Official Response
When this error occurs it is most likely because the extension has been either deleted or re-created. For this reason it is important to download and save the call recordings for an extension before completely deleting or re-creating it.

For instance, let's say an employee has just left and their extension will no longer be used. If you delete the extension on 6/20/17 but then try to retrieve call recordings in the call log that are prior to that date, you will receive the error message.

If this is happening to you, please open up a web case and include RC-55250 in the case notes so that we can track these occurrences.

*UPDATE* We have had a few reports of this occurring on extensions with Custom Roles that have "Full Company Call Log Access" listed (this excludes Super Admins). If this is occurring for you, please open up a case and include RC-56721 in the case notes.
  
(Edited)