A recording is listed but will not play
Check playback authorization, the underlying audio file and the configured recording path without confusing an analysis record with an audio backup.
Recognize the symptom
A row, transcript or previous analysis is visible in Recordings, but the audio player cannot open the call. Record the precise error and filename. Determine whether only one recording fails or every recording available to the same account has the problem.
Possible causes
The account may lack playback permission even when it can open the page. The audio may have been moved, removed by retention or made unreadable. An incorrect recording root or unavailable format can also prevent playback; stored analysis can remain after the audio is no longer present.
Check before changing anything
Review the playback action permission, then ask the administrator to check the configured recording directory and the exact file within it. Compare a known working recording. Distinguish a file-not-found response from a playback-format issue and from an AI analysis size limit.
Take a targeted action
Correct the specific authorization, path or file-access problem. If the file was deleted, recover it only from an appropriate audio backup. Do not create a placeholder file, weaken permissions across the server or assume the configuration backup contains recordings.
Verify the result
Test the original recording with the intended user and verify that audio actually plays. A visible transcript, a successful file lookup or completed AI analysis is not proof of playback. Keep the filename and diagnostic result if the underlying file exists but the error persists.