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 playback 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 Stable 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. <li">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 Stable 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 a 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 RPS and the Configuration Server.
Could not access contact center: <URI>
Problem
Failed to retrieve information from GWS about a specific contact center.
Resolution
- Verify that there is a stable connection between RPS and GWS.
- Verify that the contact center is still available and has not been deleted.
- Verify that GWS is up and running.
Unable to query GWS for list of contact centers: <CC URI>
Problem
Failed to retrieve information from GWS regarding a list of contact centers.
Resolution
- Verify that there is a stable connection between RPS and GWS.
- 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 GWS node.
- Verify that GWS 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
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Fail to parse ICON result for agent state update, <EXCEPTION>
Problem
Failed to parse information retrieved from ICON.
Resolution
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No ICON DB configuration information found!
Problem
Failed to parse tt>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 RPS and the ICON databases.
Failed to POST to <URI>
Problem
POST requests to GWS/SM failed.
Resolution
- Verify that there is a stable connection between RPS and SM, as well as RP and GWS.
- 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 RPS 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 the SQLite file is being used by additional processes consider using a new SQLite file.
Could not mask credentials
Problem
When a record is processed, the information appears to be invalid because RPS 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 the SQLite file is being used by additional processes consider using a new SQLite file.
Back up metadata record failed: can't make directory [<DIRECTORY>].
Problem
RPS is having problems trying to create a directory on the local file system.
Resolution
- Verifry that the RP 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
RPS is having problems trying to create a file on the local file system.
Resolution
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Error getting record from GWS<RECORD ID>
Problem
It is not possible to retrieve record information from GWS 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 RPS and GWS.
- Verify that the contact center is available and has not been deleted.
- Verify that GWS is up and running.
Processing error
Problem
- RPS is having problems interacting with the local SQLitefile.
- It is not possible to read the metadata stored in the SQLitefile.
Resolution
- Verify if the [persistence] section in rpconfig.cfg points to the correct table and SQLitefile.
- Verify that the SQLitefile exists, as specified in rpconfig.cfg.
- Verify that the SQLitefile has not been corrupted.
- Verify that RP has read/write access to the SQLitefile.
- Verify that if additional processes are using the SQLitefile. If additional processes are using a new SQLitefile, change those processes.
- Verify if the data column contains JSON strings. The column can be found in the table defined in the [persistence] section.
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