Troubleshooting
Here are some of the most common issues and steps on how to troubleshoot them.
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Files are not importing
Dictation is incorrectly listed as In Trans
Dictation is listed as Auxiliary
Dictation will not play and incorrectly shows up as 0 seconds long
DSS files are not being converted
iNet cannot connect
iNet cannot not open a dictation
Telephony channels are not answering
Files are not importing
This may be due to the VSImportExportManager service crashing.
- 1. Check the VoiceSolutions\Import folder. Are dictation files in there? If so, proceed to step 2. If not, check VoiceSolutions\DSS. If dictation files are there, go to DSS files are not being converted.
2. Restart the VSImportExportManager service. You can do this on the Phoenix Server from Navigator by clicking on the
button (top, right corner) or from Windows Services.
Dictation is incorrectly listed as In Trans
Files listed In Trans have been opened for playback, whether in iNet 3 or via telephony, but when closed Phoenix incorrectly left the dictation as In Trans. This can be fixed in Navigator or iNet.
From Navigator:
- 1. From the Documents screen, select the desired In Trans dictation and from the menu select Marked Jobs>Edit THIS job.
2. From the Status drop-down menu, select the desired status you want the dictation to have, such as In Queue or Completed. Then click the Update button.
3. If you select Completed, then you will need to choose which Typist ID the dictation will be designated as Completed by.
- 1. From the Jobs List, right-click the desired In Trans dictation and select Return job to Queue.
2. Click the OK button.
Dictation is listed as Auxiliary
This occurs when the audio file a database entry references can no longer be found. Although this can happen with a dictation that shows up as 0 seconds long, typically it's simply a case of Phoenix not updating the audio file's filename after a database change. Reimporting the dictation will resolve this.
- 1. On the Phoenix Server, from Navigator's menubar select Options > Recovery > Re-Import from Backup/Files. A window will pop up.
2. Enter the Job Number of the dictation you want to recover. Click Select.
3. You may be given more than one location from which to restore the file. One will be the version from the Backup location, the other will be the current version in the Files folder. If the file has been played before and is now just in Auxiliary status, it is okay to select the Files folder version. But in the case, the Files folder version appears to be corrupt so select the version from the Backup location.
Dictation will not play and incorrectly shows up as 0 seconds long
Whether the dictation shows the correct time in the Length field but doesn't play, or incorrectly shows up as 0 seconds in the Length field, the cause is a corrupt audio file. If the file was corrupted during recording, there is typically nothing that can be done. However, in most cases the original dictation is not corrupt and simply needs to be reimported.
- 1. On the Phoenix Server, from Navigator's menubar select Options > Recovery > Re-Import from Backup/Files. A window will pop up.
2. Enter the Job Number of the dictation you want to recover. Click Select.
3. You may be given more than one location from which to restore the file. One will be the version from the Backup location, the other will be the current version in the Files folder. If the file has been played before and is now just in Auxiliary status, it is okay to select the Files folder version. But in this case, the Files folder version appears to be corrupt so select the version from the Backup location.
4. The dictation will be imported again and should be In Queue with a new Job Number. You should mark the current, corrupt version as Completed so it is no longer In Queue. This can be done on the Phoenix Server from Navigator.
- 1. From the Documents screen, select the desired In Trans dictation and from the menu select Marked Jobs>Edit THIS job.
2. From the Status drop-down menu, select the desired status you want the dictation to have, such as In Queue or Completed. Then click the Update button.
3. If you select Completed, then you will need to choose which Typist ID the dictation will be designated as Completed by.
DSS files are not being converted
This may be due to the Dss Converter service crashing.
- 1. Check the VoiceSolutions\DSS folder. Are dictation files in there? If so, proceed to step 2. If not, check VoiceSolutions\Import. If dictation files are there, go to Files are not importing.
2. Restart the Dss Converter service. You can do this on the Phoenix Server from Navigator by clicking on the
button (top, right corner) or from Windows Services.
iNet cannot connect
This could be due to the Apache2.2 service crashing, TCP port being blocked by a firewall or security software, or a change in the server's or public IP address.
Apache Service Crashing:
- 1. Restart the Apache2.2 service. You can do this on the Phoenix Server from Navigator by clicking on the
button (top, right corner) or from Windows Services.-
1. Open iNet 3 on the Phoenix Server and try to connect. If successful then the issue is not with the Phoenix Server, but may be your network firewall or an public IP address issue. If not successful, proceed to step 2.
2. If you haven't yet, restart the Apache2.2 service (see above). Temporarily disable the Phoenix Server's firewall and security software. If you can now connect successfully, verify that the ports being using for Apache (by default 3333 and 4444) are allowed as exceptions.
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1. Check the path you entered in iNet to connect to. Does it use an IP address or a UNC path? If an IP, verify that the Phoenix Server has a static IP address and that iNet is using the correct IP. Also note that, the Phoenix Server's IP cannot be used for iNet users outside of the local network. They must use your network's public IP address. In addition, iNet users on the local network must use the Phoenix Server's static IP address, and not your network's public IP address.
2. If you are using a public IP for outside users, verify that it has not changed.
iNet cannot not open a dictation
This may be due to the Apache2.2 service crashing, or a corrupt/invalid dictation.
Apache Service Crashing:
- 1. Restart the Apache2.2 service. You can do this on the Phoenix Server from Navigator by clicking on the
button (top, right corner) or from Windows Services.-
1. The dictation file may be corrupted, have no audio length, or was not successfully uploaded to the Phoenix Server. To determine this, see if you can open a different dictation in iNet. If not, then the Apache2.2 service needs to be restarted (see above). If you can, the problem dictation is corrupt and need to be reimported (proceed to step 2).
2. On the Phoenix Server, from Navigator's menubar select Options > Recovery > Re-Import from Backup/Files. A window will pop up.
3. Enter the Job Number of the dictation you want to recover. Click Select.
4. You may be given more than one location from which to restore the file. One will be the version from the Backup location, the other will be the current version in the Files folder. If the file has been played before and is now just in Auxiliary status, it is okay to select the Files folder version. But in this case, the Files folder version appears to be corrupt so select the version from the Backup location.
5. The dictation will be imported again and should be In Queue with a new Job Number. You should mark the current, corrupt version as Completed so it is no longer In Queue. This can be done on the Phoenix Server from Navigator.
Telephony channels are not answering
This may be due to the CVRS Recorder service crashing, or a single channel that stopped responding. First, you need to determine if all of the telephony channels are not responding, or if it is just one of them.
If just one telephony channel is not answering:
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1. Restart the problem telephony channel. You can do this on the Phoenix Server from Navigator, and from the menubar click Activity. You will see a list of telephony channels. Right-click the desired channel and choose Place Channel # On-Hook. The channel should clear it's current status and go to Script Terminated and then to Idle. If not, proceed to step 2.
2. Restart the CVRS Recorder telephony service. You can do this on the Phoenix Server from Navigator by clicking on the
button (top, right corner) or from Windows Services. WARNING: This will drop all users currently connected over a telephony line. It is strongly recommended that you have users disconnect properly to prevent corrupt or incomplete dictation.
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1. Restart the CVRS Recorder telephony service. You can do this on the Phoenix Server from Navigator by clicking on the
button (top, right corner) or from Windows Services. WARNING: This will drop all users currently connected over a telephony line. It is strongly recommended that you have users disconnect properly to prevent corrupt or incomplete dictation.
Skip to:
Files are not importing
Dictation is incorrectly listed as In Trans
Dictation is listed as Auxiliary
Dictation will not play and incorrectly shows up as 0 seconds long
DSS files are not being converted
iNet cannot connect
iNet cannot not open a dictation
Telephony channels are not answering
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