GIR Alarms
The following is a list of the alarms generated by SMART. The list includes a a summary of the possible cause and resolution for each alarm.
[+] Playback Error: Non-Encrypted
Playback Error: Non-Encrypted
Log ID: 40030
Problem
When trying to play back an interaction, the following common playback problems may occur:
- HTCC Connection:
- The connection cannot be started.
- The connection is aborted accidently.
- HTCC Response:
- Response has a non-200-OK HTTP status.
- Response cookies cannot be parsed by RCS.
- Response content does not contain the information RCS is looking for (for example, specific attributes in the JSON response).
- The requested media file cannot be found.
- The actual media file cannot be fetched using the information given by HTCC.
- An error occurs when trying to output the requested media.
Resolution
- Verify that a table connection can be established between RCS and HTCC.
- Verify that HTCC responds with the content expected by RCS.
- Verify that HTCC responds with the correct information.
Playback Error - Encrypted
Log ID: 40031
Problem
- HTCC Connection:
- The connection cannot be started.
- The connection is aborted accidently.
- HTCC Response:
- Response has a non-200-OK HTTP status.
- Response cookies cannot be parsed by RCS.
- Response content does not contain the information RCS is looking for (for example, specific attributes in the JSON response).
- The requested media file cannot be found.
- The actual media file cannot be fetched using the information given by HTCC.
- An error occurs when trying to output the requested media.
- Pem problem:
- The format is incorrect.
- Pem is not of type PKCS7:
- Unmatched OID.
- PKCS7 pem cannot be parsed:
- Invalid syntax.
- Unexpected content.
- Password problem:
- Password is incorrect for the Pem file.
- Decryption problem:
- Encryption is not of type RSA.
- Private key given by the Pem file is invalid.
- Session key cannot be decrypted by the private key.
- Encrypted media cannot be decrypted by the session key.
- Encrypted media is corrupted.
Resolution
- Verify that a table connection can be established between RCS and HTCC.
- Verify that HTCC responds with the content expected by RCS.
- Verify that HTCC responds with the correct information.
- Verify that the pem returned by HTCC is valid PKCS7.
- Verify that RCS is configured with the correct pass phrase.
- Verify that the encrypted media is not corrupted.
Add Certificate
Log ID: 40022
Problem
- Certificate problem:
- The certificate cannot be parsed.
- The certificate does not have an X509 format.
- The information cannot be extracted from the certificate.
- The Public key in the certificate is not of type RSA.
- Private key problem:
- The Private key not in pem format.
- The Private key is encrypted while a password is not provided.
- The Encrypted private key cannot be parsed.
- Decryption problem:
- The Encrypted Private key cannot be decrypted by the password provided.
- Certificate-key unmatched problem:
- The text encrypted by the certificate's public key cannot be decrypted by the provided private key.
- The certificate to be added already exists in the key store.
Resolution
- Verify that the certificate provided is valid.
- Verify that the provided key is valid.
- Verify that the password provided can decrypt the private key if it is encrypted.
- Verify that the certificate and the key provided are a pair, so that what should be encrypted by the certificate's public key can be decrypted by the key.
Delete Certificate
Log ID: 40023
Problem
- The certificate alias that should be deleted cannot be parsed.
- The certificate to be deleted cannot be found.
Resolution
- Verify that the alias has the format with the prefix: prefix_tenantName:tenantDbid:issuerDN:serialNo.
Error accessing agent hierarchy (<SWITCH NAME>, <AGENT ID>) from Config Server cache
Problem
When connecting to the Configuration Server an error occurs when the Configuration Server attempts to retrieve information about agent hierarchy.
Resolution
- Open the rpconfig.cfg file and review the [config_server] section. Verify that the Configuration Server settings are correct for the following options: hostname, port, username, password, backup_host, backup_port
- Verify that there is a stable connection between Recording Processor Script (RPS) and Configuration Server.
- Verify that the Configuration Server is up and running.
RP failed to access local queue for message processing
Problem
The Recording Processor Script does not interact as expected with the local SQLite file.
Resolution
- Open the rpconfig.cfg file and review the [persistence] section. Verify that db_filename is filled out and the proper SQLite file is created.
- Verify that the SQLite file is not corrupted.
- Verify that the Recording Processor has read/write access to the SQLite file.
- Verify that other processes are not using the SQLite file. If the SQLite file is being used by other processes, consider using a new SQLite file, and make changes to the other processes.
JSON loading error. Deleting record: <UUID>
Problem
An problem occurs when loading the MCP record that was saved to a local SQLite file.
Resolution
- Veify that SQLite is not corrupted.
- Verify that the column data contains JSON strings. The column can be found in the table defined in the [persistence] section.
Could not access metadata...
Problem
A problem occurs when the Recording Processor Script (RPS) retrieves stored metadata saved to a local SQLite file.
Resolution
- Verify that the [persistence] section in rpconfig.cfg points to the correct table and SQLite file.
- Verify that the SQLite file is not corrupted.
- Verify that the Recording Processor has read/write access to the SQLite file.
- Verify that other processes are not using the SQLite file. If the SQLite file is being used by other processes, consider using a new SQLite file, and make changes to the other processes.
Fail to retrieve update from config server, connection might be broken
Problem
Failed to retrieve updated information from the Configuration Server.
Resolution
- Verify that the Configuration Server is running.
- Verify that the [config_server] section in rpconfig.cfg is configured correctly.
- Verify that there is a stable connection between Recording Processor Script and the Configuration Server.
Could not access contact center: <URI>
Problem
Failed to retrieve information from Web Services and Applications about a specific contact center.
Resolution
- Verify that there is a stable connection between Recording Processor Script and Web Services and Applications.
- Verify that the contact center is still available and has not been deleted.
- Verify that Web Services and Applications is up and running.
Unable to query Web Services and Applications for list of contact centers: <CC URI>
Problem
Failed to retrieve information from Web Services and Applications regarding a list of contact centers.
Resolution
- Verify that there is a stable connection between Recording Processor Script and Web Services and Applications.
- Verify that the [htcc] section in rpconfig.cfg has the correct credentials.
- In the [htcc] section in the rpconfig.cfg file, verify that the contact_center_uri points to the correct GET request, and base_uri points to the correct Web Services and Applications node.
- Verify that Web Services and Applications is up and running.
Fail to parse party information of call <UUID> with Exception, <EXCEPTION>
Problem
Failed to parse information retrieved from the ICON database.
Resolution
- Verify that the [processing] section in rpconfig.cfg is set with the correct Encoding option.
- Verify that the information returned from ICON is not missing information. Ensure validity.
Could not read ICON DB configuration.
Problem
Failed to parse rpconfig.cfg to obtain information regarding the ICON databases.
Resolution
- Verify that the switches in the [icon_db_servers] section in rpconfig.cfg point to the correct ICON databases.
- Every ICON database specified in the section [icon_db_servers] requires its own section in the form of [{database_name}_db_info]. Each section must contain the following information: dbserver_host, dbserver_port, username, password, dbname, dbms, dbengine.
Fail to query agent state update from ICON
Problem
Failed to retrieve information from the ICON database regarding agent state.
Resolution
- Verify that the switches in the [icon_db_servers] section in rpconfig.cfg point to the correct ICON databases.
- Every ICON database specified in the section [icon_db_servers] requires its own section in the form of [{database_name}_db_info]. Each section must contain the following information: dbserver_host, dbserver_port, username, password, dbname, dbms, dbengine.
Fail to parse ICON result for agent state update, <EXCEPTION>
Problem
Failed to parse information retrieved from ICON.
Resolution
- Verify that the ICON database is using the correct schema (specifically G_AGENT_STATE_HISTORY). The data should be valid and values in the following columns should be integers: added_ts, prevstate, state.
No ICON DB configuration information found!
Problem
Failed to parse rpconfig.cfg to obtain information regarding the ICON databases.
Resolution
- Verify that the switches in the [icon_db_servers] section in rpconfig.cfg point to the correct ICON databases.
- Every ICON database specified in the section [icon_db_servers] requires its own section in the form of [{database_name}_db_info]. Each section must contain the following information: dbserver_host, dbserver_port, username, password, dbname, dbms, dbengine.
<Error Message> Can not retrieve data from DB
Problem
Failed to get SQL results from the ICON database.
Resolution
- Verify that the [icon_db_servers] section in rpconfig.cfg and the ICON database are configured correctly. The ICON databases require information regarding: dbserver_host, dbserver_port, username, password, dbname, dbms, dbengine
- Verify that the ICON database exists and is reachable on the target host.
- Verify that there is a stable connection between Recording Processor Script and the ICON databases.
Failed to POST to <URI>
Problem
POST requests to Web Services and Applications/SpeechMiner failed.
Resolution
- Verify that there is a stable connection between Recording Processor Script and SpeechMiner, as well as the Recording Processor and Web Services and Applications.
- Verify that the failed URI is a valid URI used for POST requests.
- Verify that the post_uri and base_uri options and the credentials in the [speechminer] section in rpconfig.cfg are configured properly.
- Verify that the post_uri and base_uri options and the credentials in the [htcc] section in rpconfig.cfg are configured properly.
- If the POST request is related to a contact-center, ensure the contact center still exists.
Could not access event time: <EVENT>
Problem
When processing the events from ICON, the system is unable to find the event time.
Resolution
- Verify that the ICON data in the G_PARTY_HISTORY and G_PARTY tables is correct.
- Verify the data stored on the local SQLite file is correct. To verify the correct table, look at the [persistence] section in rpconfig.cfg
- SQLite file is corrupted
Could not access event uuid: <EVENT>
Problem
When processing the events from ICON, the system is unable to find the event UUID.
Resolution
- Verify that the ICON data in the G_PARTY_HISTORY and G_PARTY tables is correct.
- Verify the data stored on the local SQLite file is correct. To verify the correct table, look at the [persistence] section in rpconfig.cfg
- SQLite file is corrupted
Could not access last event: <EVENT ID>
Problem
When attempting to process a series of events to retrieve the latest known time a number of issues arise.
Resolution
- Verify that the ICON data in the G_PARTY_HISTORY and G_PARTY tables is correct.
- Verify the data stored on the local SQLite file is correct. To verify the correct table, look at the [persistence] section in rpconfig.cfg
- SQLite file is corrupted
Could not parse stop time
Problem
When a record is processed, the information appears to be invalid because Recording Processor Script has issues parsing the data.
Resolution
- Verify that the metadata received from MCP is in the proper JSON format.
- Verify the data stored in the local SQLite file is correct and not corrupted.
- Verify if additional processes are using the SQLite file. If additional processes are using a new SQLite file, change those processes to use another SQLite file, or create a new SQLite file for Recording Processor.
Could not mask credentials
Problem
When a record is processed, the information appears to be invalid because Recording Processor Script has issues parsing the data.
Resolution
- Verify that the metadata received from MCP is in the proper JSON format.
- Verify the data stored in the local SQLite file is correct and not corrupted.
- Verify if additional processes are using the SQLite file. If additional processes are using a new SQLite file, change those processes to use another SQLite file, or create a new SQLite file for Recording Processor.
Back up metadata record failed: can't make directory [<DIRECTORY>].
Problem
Recording Processor Script is having problems trying to create a directory on the local file system.
Resolution
- Verifry that the Recording Processor instance has permission to read and write at the specified directory and its parent directory.
- Verify that there is enough disk space on the local hard drive to allow the write.
Back up metadata record into [<FILE NAME>] failed.
Problem
Recording Processor Script is having problems trying to create a file on the local file system.
Resolution
- Verifry that the Recording Processor instance has permission to read and write at the specified directoryy.
- Verify that there is enough disk space on the local hard drive to allow the write.
Error getting record from GWS<RECORD ID>
Problem
It is not possible to retrieve record information from Web Services and Applications about a specific record.
Resolution
- Verifry that the following properties are set properly in the [htcc] section in rpconfig.cfg: base_uri, get_uri, contact_center_uri, username, password.
- Verify that there is a stable connection between Recording Processor Script and Web Services and Applications.
- Verify that the contact center is available and has not been deleted.
- Verify that Web Services and Applications is up and running.
Processing error
Problem
- Recording Processor Script is having problems interacting with the local SQLite file.
- It is not possible to read the metadata stored in the SQLite file.
Resolution
- Verify if the [persistence] section in rpconfig.cfg points to the correct table and SQLite file.
- Verify that the SQLite file exists, as specified in rpconfig.cfg.
- Verify that the SQLite file has not been corrupted.
- Verify that Recording Processor has read/write access to the SQLite file.
- Verify that additional processes are using the SQLite file. If additional processes are using a new SQLite file, change those processes to use another SQLite file, or create a new SQLite file for Recording Processor.
- Verify if the data column contains JSON strings. The column can be found in the table defined in the [persistence] section.
Could not access event uuids: <UUID>
Problem
A problem occurred when sorting UUIDS and times when processing the events from ICON.
Resolution
- Verify that the ICON data in the G_PARTY_HISTORY and G_PARTY tables are correct.
- Verify if the metdata received from MCP is in the proper JSON format.
- Verify that the data stored in the local SQLite file is correct. To verify which table may be problematic, look at the [persistence] section in rpconfig.cfg.
- Verify that the SQLite file is not corrupt.
Could not merge records. Skipping merge: <UUID>
Problem
While trying to consolidate numerous records into a single record:
- The system failed to parse information properly.
- A problem occurred when writing or reading to the local SQLite file.
Resolution
- Verify that the ICON data in the G_PARTY_HISTORY and G_PARTY tables are correct.
- Verify that the data stored in the local SQLite file is correct. To verify which table may be problematic, look at the [persistence] section in rpconfig.cfg.
- Verify that the SQLite file is not corrupt.
- Verify that Recording Processor has read/write access to the SQLite file.
Could not access metadata to merge...
Problem
It is not possible to properly access information in the metadata.
Resolution
- Verify that the ICON data in the G_PARTY_HISTORY and G_PARTY tables are correct.
- Verify that the data stored in the local SQLite file is correct. To verify which table may be problematic, look at the [persistence] section in rpconfig.cfg.
- Verify that the SQLite file is not corrupt.
Could not save merged metadata: <UUID>
Problem
Deleting records from the local SQLite file is problematic.
Resolution
- Verify that db_filename in the [persistence] section in rpconfig.cfg is filled out and the proper SQLite file is created.
- Verify that table_name in the [persistence] section in rpconfig.cfg is correct.
- Verify that the SQLite file is not corrupt.
- Verify that Recording Processor has read/write access to the SQLite file.
Exception thrown when applying interaction callType
Problem
A problem occurred when applying a call type to the record.
Resolution
- Verify that the metadata received from MCP is in the proper JSON format.
- Verify that the SQLite file is not corrupt.
Could not add partitions: <UUID>
Problem
Unable to parse the recordings properly to add the partition properly.
Resolution
- Verify that the metadata received from MCP is in the proper JSON format.
- Verify that the SQLite file is not corrupt.
Invalid lock released: <ID>
Problem
Internal error with Recording Processor Script locking mechanism.
Resolution
Nothing immediate can be done for this alarm. Contact your Genesys contact for help
Fail to start web server @https://<URL>
Problem
You cannot start the Recording Processor Script because the specified port is in use.
Resolution
Verify that the port option in the [rp_server] section in rpconfig.cfg is configured properly.
Could not parse auth. header
Problem
Recording Processor Script cannot parse an HTTP request.
Resolution
Ensure the the HTTP request sent to the Recording Processor is correct. If there is an HTTP header called AUTHORIZATION, verify that it has the Basic <ENCODED CREDENTIALS> form."
Failed to process metadata:
Problem
There is a problem with parsing the data received from MCP.
Resolution
Verify that the metadata received from MCP is in the proper JSON format.
Contact center (<ID1>) does not match (<ID2>). ID: <ID3>
Problem
The CCID in the local SQLite file and the record from MCP do not match correctly for the same metadata ID.
Resolution
Ensure that rpconfig.cfg contains the correct configurations. If the configurations are correct, contact Genesys Support for additional help.
Unable to initialize contact center cache
Problem
Recording Processor Script is having problems starting creating a cache.
Resolution
- Verify that the Recording Processor Script is installed properly with the recommended version of Python. If it is installed properly, please contact Genesys Support for additional help.
Unable to access configuration server data
Problem
The Recording Processor Script connection to the Configuration Server is problematic.
Resolution
- Verify that the Configuration Server settings in [config_server] section in rpconfig.cfg are correct for the following options: hostname, port, username, password, backup_host, backup_port.
- Verify that there is a stable connection between Recording Processor Script and the Configuration Server.
- Verify that the Configuration Server is up and running.
error in backup thread
Problem
A problem occurred when running the Recording Processor in backup mode. May be attributed to either:
- SQLite file.
- Internal implementation of threads and locks.
Resolution
- Verify that the [persistence] section in rpconfig.cfg points to the correct table and SQLite file.
- Verify that the SQLite file exists, as specified in rpconfig.cfg.
- Verify that the SQLite file is not corrupt.
- Verify that the Recording Processor has read/write access to the SQLite file
- Verify that additional processes are using the SQLite file. If additional processes are using a new SQLite file, change those processes to use another SQLite file, or create a new SQLite file for Recording Processor.
SQLite3 error: <SQL CMD> - <PARAMETERS>:<ERROR MSG>
Problem
An SQL call was made, and an issue occurred.
Resolution
- Verify that the [persistence] section in rpconfig.cfg points to the correct table and SQLite file.
- Verify that the SQLite file exists, as specified in rpconfig.cfg.
- Verify that the SQLite file is not corrupt.
- Verify that the Recording Processor has read/write access to the SQLite file
- Verify that additional processes are using the SQLite file. If additional processes are using a new SQLite file, change those processes to use another SQLite file, or create a new SQLite file for Recording Processor.
SQLite3 warning: <SQL CMD> - <PARAMETERS>
Problem
An SQL call was created and tried to perform multiple commands at the same time.
Resolution
Verify that the parameters are correct for the SQL command. Verify whether or not it is trying to invoke another command. If yes, contact Genesys Support for help.
SQLite3 rollback error
Problem
A problem occurred when attempting a rollback with the local SQLite file.
Resolution
- Verify that the SQLite file is not corrupt.
- Verify that the Recording Processor has read/write access to the SQLite file.
- Note: There may be nothing to roll back, since this error may just be a warning.
error in processing thread
Problem
Issues occurred for Recording Processor Script processes that run in "active" mode. This message is used as a catchall for many different errors in the Recording Processor Script. The issues may include:
- Processing metadata from MCP.
- Processing data from ICON.
- Encoding
- SQLite
- Internal handling
Resolution
- Verify that the metadata received from MCP has the proper JSON format.
- Verify that the data found in ICON are correct.
- Verify that the [persistence]' section in rpconfig.cfg points to the correct table andSQLlite file.
- Verify that the data stored in the local SQLite file is correct. To verify that correct table, look at the '[persistence] section in rpconfig.cfg.
- Verify that the SQLite file is not corrupt.
- Verify that the Recording Processor has read/write access to the SQLite file.
- Verify that additional processes are using the SQLite file. If additional processes are using a new SQLite file, change those processes to use another SQLite file, or create a new SQLite file for Recording Processor.
- If the above resolutions do not fix the issue, please contact Genesys Support for help.
Fatal exception occurred during metadata processing
Problem
An error occurred when starting the Recording Processor Script in Active mode.
Resolution
- Verify that the Recording Processor Script is installed properly with the recommended version of Python. If it is installed properly contact Genesys Support for help.
**** SHUTTING DOWN BECAUSE OF FATAL ERROR ****
Problem
An error occurred when starting the Recording Processor Script in Active mode.
Resolution
- Verify that the Recording Processor Script is installed properly with the recommended version of Python. If it is installed properly contact Genesys Support for help.
Failed to reconnect to config server
Problem
Recording Processor Script is having problems connecting to the Configuration Server.
Resolution
- Verify that the Configuration Server settings in [config_server] section in rpconfig.cfg are correct for the following options: hostname, port, username, password, backup_host, backup_port.
- Verify that there is a stable connection between the Recording Processor Script and the Configuration Server.
- Verify that the Configuration Server is up and running.
Fail to parse ICON customized data: <ERROR>
Problem
Recording Processor Script is having problems parsing the information from ICON.
Resolution
- Verify that the data received from ICON is correct.
- Verify that the date is a proper integer that can be converted into a proper ISO 8601 format.
Failure: <DESCRIPTION> Headers: <HEADERS>
Problem
The response from a POST or GET request was not successful.
Resolution
- Verify that all the options in the [speechminer] section in rpconfig.cfg are configured properly (if this is being used): base_uri, post_uri, username, password, disable_ssl_certificate_validation.
- Verify that all the options in the [htcc] section in rpconfig.cfg are configured properly (if this is being used): base_uri, post_uri, get_uri, contact_center_uri, username, password, disable_ssl_certificate_validation.
- Verify that Speechminer/Web Services and Applications are in an operational state.
Content: <CONTENT>
Problem
The response from a POST or GET request was not successful.
Resolution
- Verify that all the options in the [speechminer] section in rpconfig.cfg are configured properly (if this is being used): base_uri, post_uri, username, password, disable_ssl_certificate_validation.
- Verify that all the options in the [htcc] section in rpconfig.cfg are configured properly (if this is being used): base_uri, post_uri, get_uri, contact_center_uri, username, password, disable_ssl_certificate_validation.
- Verify that Speechminer/GWS are in an operational state.
Failed to GET record from <URL><ERROR MSG>
Problem
Recording Processor Script has an issue with a GET request to Web Services and Applications.
Resolution
- Verify that all the options in the [htcc] section in rpconfig.cfg are configured properly (if this is being used): base_uri, post_uri, get_uti, contact_center_uri, username, password, disable_ssl_certificate_validation.
- Verify that there is a stable connection between the Recording Processor Script and Web Services and Applications.
- Verify that Web Services and Applications is up and running.
- Verify that SM is sending back the correct response. The response must be decode-able for usage.
Failed to parse record from <URL><ERROR MSG> Content: <PAY LOAD>
Problem
Recording Processor Script has an issue parsing a GET request from Web Services and Applications.
Resolution
Verify that SpeechMiner is sending back the proper response that is decode-able for usage.
Failed to vacuum
Problem
Recording Processor Script failed to call VACUUM on the ICON database.
Resolution
Verify that the ICON database is operational and not corrupted.
Failed to merge data
Problem
Recording Processor Script is having problems merging data from MCP to data in the local SQLite file.
Resolution
- Verify that the metadata received from MCP is in the proper JSON format.
- Verify that the '[persistence] section in rpconfig.cfg points to the correct table and SQLite file.
- Verify that the SQLite file is not corrupt.
- Verify that the Recording Processor has read/write access to the SQLite file.
- Verify that additional processes are using the SQLite file. If additional processes are using a new SQLite file, change those processes to use another SQLite file, or create a new SQLite file for Recording Processor.
Failed to compile regex pattern for ud_filter: <ERROR>
Problem
Recording Processor Script has an issue compiling a regex pattern.
Resolution
Verify that the attached_data_filter option is in the [filter] section.
Failed to compile regex pattern for acw_filter: <ERROR>
Problem
Recording Processor Script has an issue compiling a regex pattern.
Resolution
Verify that the acw_custom_data_filter option is in the [filter] section.
Failed to compile regex pattern for ud_filter_exception: <ERROR>
Problem
Recording Processor Script has an issue compiling a regex pattern.
Resolution
Verify that the attached_data_filter_exception option is in the [filter] section.
Failed to compile regex pattern for acw_filter_exception: <ERROR>
Problem
Recording Processor Script has an issue compiling a regex pattern.
Resolution
Verify that the acw_custom_data_filter_exception option is in the [filter] section.