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Issues and questions



Partial record (license limit)

"Partial record (license limit)" means one of the following:

  • Either you have more concurrent calls than your license allows to record
  • Or you use an evaluation license, which allows you to record only first 2 minutes of every call

Partial record (license limit)

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I hear only one side when I playback a call

Wave form

This problem can be caused by one of following:

  1. Your headphones play incorrectly stereo audio
  2. Firewall is running on your computer, which blocks one way of network traffic
  3. QoS (802.1p) is not supported by Network Interface Card
  4. Out-of-date drivers for Network Interface Card
  5. One of network cables, which are connected to HUB, is broken
  6. Rtp packets are non-symmetric or Rtp SyncId is changed unexpectedly in a middle of a call
  7. Changes in voip protocol or "bug" inside MiaRec

 

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It doesn't work as expected

It may be a number of reasons why MiaRec doesn't work as expected.

What symptoms do you have?

  • Symptom 1. It doesn't record calls at all. When you make a call, MiaRec shows nothing.
  • Symptom 2. MiaRec records call, but you can hear only one side of a call.
  • Symptom 3. MiaRec records call, but each party is stored in a separate file.
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Collecting program log

MiaRec supports writing detailed trace information into text file. Such trace information may be useful during problem investigation.

Configuration of trace is location inside MiaRec.ini file:

[Trace]

Enable = 1

Level = 5

File = C:\Program Files\MiaRec Business\Data\log\trace\trace.log

OverwriteIfExists = 0

TraceBlock=0
TraceDataTime=1
TraceTimestamp=0
TraceThreads=1
TraceThreadAddresss=0
TraceLevel=1
TraceFileAndLineNo=1

Rotate=daily
RotateTime=4:00

Where:

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Collecting network log

This article contains step-by-step instructions for collecting network log. This logging information will help us to investigate and fix the problem, which you probably faced with.

MiaRec is intended to support a wide range of Voip phones and IP PBX systems. Sometimes it happens that telephone equipment vendor uses non-standard technique or simply has a bug in a software/firmware. And in this case MiaRec records calls incorrectly.

We appreciate your effort in collecting the log information, which will help us to make our product better.

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I forgot password for web access

Access to MiaRec web-interface is protected with login and password.

Forgot password

If you forgot a password for administrator account, then you need to do following:

  • Go to directory C:\Program Files\MiaRec Business\Bin\Scripts
  • Run CreateAdminAccount.cmd script

You will be asked 3 simple questions:

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802.1p support on Network Interface Card (NIC)

This article described how to enable 802.1p tagging support on Ethernet Network Interface Card (NIC) adapter.

When 802.1p support is disabled on a computer, where MiaRec is running, then following issue may occur:

  • one-way audio (when only one side of conversation is recorded)
  • no audio is recorded at all (both sides of conversation are not recorded).

802.1p is is a standard that enables Quality of Service (QoS). QoS gives higher priority to voip audio packets, thus improving a call quality (less delays, less packet loss).

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Update drivers for Network Interface Card (NIC)

Some old drivers (for example, from Broadcom) do not support promiscuous mode.

This causes following issues:

  • one-way audio (when only one side of conversation is recorded)
  • no audio is recorded at all (both sides of conversation are not recorded).

Promiscuous mode is a special mode of Network Interface Card, which allows sniffering packets. MiaRec uses packet sniffing technology for recording calls.

When promiscuous mode is not supported by NIC, a call recording is not possible.

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