Articles on: MyOperator

Why can’t I play my MyOperator call recordings (or the play button is greyed out)?

Troubleshooting call recording playback


Quick answer


Most playback issues come from one of four causes:


  1. Your user role lacks “Access recordings” permission.
  2. The file has been auto-deleted by the retention policy.
  3. The recording is still processing (under 2 minutes after call end).
  4. Android + ACR linkage or battery saver is blocking capture/sync.


When should I use this guide?


Open this guide any time:


  • A recording in the MyOperator web panel or Android app refuses to play.
  • The play button is disabled (greyed out).
  • You only see the Download icon, or nothing appears after a call that should be recorded.



Prerequisites & Fast Checks


  • Have 2–3 recent Call-IDs ready (Dashboard → Call Logs).
  • Note whether all or only some recordings fail.
  • Use a modern browser (Chrome, Edge, Firefox) and log in with the account that should have access.



Path A — IVR / server recordings (web panel)


  1. Check filters


  1. Dashboard → Call Logs → set correct ItalicDate rangeItalic and ItalicTypeItalic.


  1. Open Call Detail


  1. If no recording icon/row appears, the call was never recorded.


  1. Role/permission


  1. Ask an admin to confirm your role includes ItalicAccess recordingsItalic.


  1. Retention policy


  1. Settings → Call Recording → Retention.
  2. If the call date is older than the window shown here, the file is permanently deleted.


  1. Processing delay


  1. Calls less than 2 minutes old may be transcoding.
  2. Refresh once a minute.


  1. Browser tests


  1. Incognito window
  2. Disable ad-block/media-block extensions
  3. Test on a personal hotspot (corporate proxies sometimes block audio streams)


  1. Transferred calls (multi-leg)


  1. On multi-leg calls, click each leg; only legs marked ItalicRecordedItalic will have audio.


  1. Play vs. Download behaviour


  1. Play disabled, Download works ➜ browser is blocking inline audio.
  2. Both disabled ➜ almost always a permission or retention issue.



Path B — Mobile recordings (Android + ACR)


Info

iOS cannot record calls locally; only Path A applies.


Area

Where to check

Expected state

App linkage

MyOperator → Settings → Recording app

ACR selected

Versions

Google Play Store

MyOperator & ACR updated

ACR licence

ACR → Settings → License

Active (if required)

Permissions

Android Settings → Apps → ACR

Mic, Phone, Storage = Allowed

Accessibility svc.

Android Settings → Accessibility

ACR service = ON

Battery optimisation

Android Settings → Battery / Power Saving

OFF for MyOperator & ACR

Storage

Android Settings → Storage

≥ 500 MB free


  • Open ACR and play the call locally.
  • If it plays, open MyOperator → Menu → ItalicSync nowItalic.
  • If it does not appear in ACR, recording never occurred (device/vendor restriction).



When will these steps NOT help?


Warning
  • Recordings older than the configured retention window (e.g., 90 days) are unrecoverable.
  • Calls answered on a device or leg where recording is OFF will never generate audio.
  • iOS devices cannot capture local recordings; use server-side recording instead.



Confirm it’s fixed


  • Two recent calls play end-to-end in the web panel or app.
  • For transferred calls, the intended leg contains audio.
  • A new test call appears within three minutes and plays without errors.



Keywords: MyOperator recording not playing, play button disabled, call playback issue, ACR Android sync, IVR recording troubleshooting

Updated on: 30/11/2025