Troubleshooting Guide

Quality Management Troubleshooting Guide
34 September 2009
Problem When using server-based recording, screen recordings fail. This
typically happens when using external screen storage.
Solution On the screen server, launch PROXY Pro Gateway Administrator (Start >
Programs > Proxy Networks > PROXY Pro Gateway Administrator).
Expand the Local Gateway node, and then expand Gateway Server
Settings. Select Gateway Security. . In the right pane, click the link, Click
here to change Operation Security. On the Operation Security tab,
select the Allow check box for the Record to File permission.
Problem When using the QM Server API exportRecording operation to perform
server-based exporting, no export files are generated.
Solution Try the following solutions.
■ Restart the QM Tomcat Service
■ Use QM Desktop to export to wav or wmv files
If the problem persists, contact technical support. For more
information, see the Quality Management API Programmers Guide.
Problem After upgrading from QM 2.4, the screen portion of a recording does not
play back, but the audio portion does play back.
Solution The upgrade from QM 2.4 to 2.6 or greater does not automatically
trigger a required server reboot. To correct the problem, reboot the
Screen Recordings server.
Problem Contacts are not being uploaded.
Symptom. When contacts are not being uploaded, look for the
following symptoms.
■ The start time is off by an hour. This can happen when a time
zone changes its rules (for example, DST is changed to another
date and/or time).