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# 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.
1. The file has been auto-deleted by the retention policy.
1. The recording is still processing (under 2 minutes after call end).
1. 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.
   1. 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.
   1. Refresh once a minute.

1. Browser tests

   1. Incognito window
   1. Disable ad-block/media-block extensions
   1. 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.
   1. 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.

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