Cannot play or download call recordings on a Virtual Appliance

Applies to

IAS for Cisco UC rel. 2018.Winter.1 (2018.1.1) only.

Description

After deploying the Virtual Appliance, the call recordings are properly stored but cannot be played, downloaded or exported. When you click on a recording you should normally see a tab with the playback controls, in this case you obtain an error for all the available recordings.

The problem affects installations using the default call recording self-signed certificate (builtin by Imagicle), it is not affecting installations using a trusted certificate installed by the customer.

In order to verify that you are running into this issue, run certlm.msc from Imagicle server, under Certificates - Local Computer -> Personal -> Certificates right click on Imagicle Call Recording, All tasks -> Manage private keys. If this operation results in an error message "No private keys are available" this means that you are running into this issue.

Cause

When the Imagicle server is deployed, it corrupts user permissions for the certificate used for encrypting the recordings.  In detail, the call recording service may not be able to extract the private key of the self-signed certificate, necessary to decrypt the stored recordings.

Solution

There are two different ways to resolve this issue:

1. Install a new trusted certificate
2. Re-install the default self-signed certificate

Notice that solution 1 enables to play, download and export the new recordings. Previous recordings encrypted and stored with the default certificate can be retrieved only into another Imagicle Application Suite server, out of the Windows domain, restoring a backup of the Imagicle Application Suite.

Solution 1 (Install a new trusted certificate)

1. If you want to use a trusted certificate, install the trusted certificate in the Imagicle Server (in the "Personal" folder of the Windows certificate snap-in).
2. In the Call Recording web admin pages, select Global Settings --> Data Management, then in the Certificate option select the certificate just installed.
3. Make a new recording and ensure you can play and download it.

Solution 2 (Re-install default self signed certificate)

1. Run certlm.msc, under Certificates - Local Computer -> Personal -> Certificates right click on Imagicle Call Recording and delete the certificate.
2. Open powershell with administrative privileges and move to <IAS_INSTALLATION_FOLDER>\System\SSL
3. Run the command .\ImagicleCallRecordingCert.ps1 and verify that no errors are given as output
4. In the Call Recording web admin pages, select Global Settings --> Data Management, then in the Certificate option verify that the selected certificate is Imagicle Call Recording
5. Make a new recording and ensure you can play and download it.