Troubleshooting VOIP Call Recording for Android

Troubleshooting VOIP Call Recording for Android

VOIP Call recording doesn't work as expected

Prerequisite

  1. Ensure your device supports VOIP Call Recording (Read this)
  2. For non-root phones, ensure that Accessibility is enabled
    1. This is enabled during FlexiSPY installation per instructions in the install guide
    2. If you are unsure of whether Accessibility is enabled, contact our support
  3. Ensure you're using the latest version of FlexiSPY
  4. Ensure the version of the VoIP Application with the issue is supported (Read this)

Common difficulties

  1. No sound when playing recorded files
  2. Recording contains only one side of the conversation
  3. Can't open or play the recorded call file
  4. Volume is too low or unclear
  5. Can't download the file (harmful file warning)
  6. No VOIP Call Recordings uploaded

Solutions

No sound when playing recorded files

  1. Scan the entire recording — On some devices the recording may start before the call is answered by the other party resulting in the beginning of the recording having no sound
  2. Verify your speakers are plugged in, functioning, and that your audio player is not on mute

Recording contains only side of the conversation

  1. Target device was connected to a Bluetooth Device or Headset during VOIP Call Recording

Can't open or play the recorded call file

  1. File corrupted during download — Verify that file downloaded completely
  2. Codec not supported — download and install VLC Media Player then play the file with VLC media player (Click here)
  3. Try playing the file from your mobile phone or tablet with FlexiVIEW (Click here)

Volume is too low or unclear

  1. Skip through the recording to verify whether the quality is poor all the way through or just in some parts
  2. Play the recording using VLC Media Player. it allows for a greater max-volume than your system
  3. Change the audio source until you find one your device fully supports (Read this)

Can't download the file (harmful file warning)

  1. Follow our guide for this (here), then try downloading the file again

No Call Recordings uploaded

  1. Ensure VOIP Call Recording Data Capture Event is enabled (Read this)
  2. Verify device has Internet connection and is connected to client 
  3. Verify that other events are being uploaded and that not only VOIP call recordings are not uploading
    1. If no events are being uploaded, then follow this troubleshooting guide


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