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Recorder - FAQ - Recorder - Verint Community

To troubleshoot Real-Time Monitoring issues, collect the following logs: 1. Enable verbose playback logs in the browser and collect them, along with screenshots showing issues. 2. Collect verbose logs from the PlayerWS, RTPWS, and MAS services on the app server. 3. Collect logs from the IntegrationService-RIS, eRecVideosvc, Ipcapture/eRecAudio services on the RIS/Recorder server. 4. Enable logs on the agent PC using the log manager, collect registry entries, and screen capture logs.

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107 views

Recorder - FAQ - Recorder - Verint Community

To troubleshoot Real-Time Monitoring issues, collect the following logs: 1. Enable verbose playback logs in the browser and collect them, along with screenshots showing issues. 2. Collect verbose logs from the PlayerWS, RTPWS, and MAS services on the app server. 3. Collect logs from the IntegrationService-RIS, eRecVideosvc, Ipcapture/eRecAudio services on the RIS/Recorder server. 4. Enable logs on the agent PC using the log manager, collect registry entries, and screen capture logs.

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Dhexter Villa
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© © All Rights Reserved
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Download as PDF, TXT or read online on Scribd
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KM1008062 

- What Logs are required to troubleshoot Real Time Monitoring

Audience
customer

Question
What Logs are required to troubleshoot Real-Time Monitoring issues?

Applies To
V15.x

Answer
From Supervisor Desktop:

Enable verbose playback log in chrome and collect it (refer to the document: Player_Diagnostics_Tool_Quick_Reference.pdf).
For IE browsers get playback with the logger manager tool.
F12 capture for IE  or Developer Tools (.har le) for Chrome.
Screenshot showing the time when the issue is reproduced.

From the App server verbose logs:(APP where the supervisor browser is connected)

PlayerWS
RTPWS
MAS

From RIS/Recorder verbose logs:

IntegrationService--RIS
eRecVideosvc (from Screen Recorder)
Ipcapture or eRecAudio  (from Audio Recorder)

From Agent PC verbose logs:

Enable logs with log manager


Most of the times may need to restart the capture service/reboot desktop before testing
Verify and collect registry entries under:  'HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Witness Systems
Collect all the available Screencapture logs from c:\captureservice, for example for screen related issues the   c:\captureservice\sceen
capture module\logs

Note: if cloud screen recording (15.2 HFR3) is used then the screen is streamed from the screen recorder and not directly from the agent
desktop.

Add a Version report from the enterprise.

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