Why can’t I play my MyOperator call recordings (or the play button is greyed out)?

Why can’t I play my MyOperator call recordings (or the play button is greyed out)?

Quick answer -

Most playback issues come from one of four causes:

  1. Your user role lacks “Access recordings” permission.
  2. The file has been auto-deleted by the retention policy.
  3. The recording is still processing (< 2 min after call end).
  4. Android > ACR linkage or battery-saver is blocking capture/sync.

When should I use this guide?

Open this guide any time:

• A recording in the MyOperator web panel or Android app refuses to play.

• The play button is disabled (greyed out).

• You only see the Download icon, or nothing appears after a call that should be recorded.

Prerequisites & Fast Checks

• Have 2 – 3 recent Call-IDs ready (Dashboard → Call Logs).

• Note whether all or only some recordings fail.

• Use a modern browser (Chrome, Edge, Firefox) and log in with the account that should have access.

Path A — IVR / server recordings (web panel)

  1. Check filters
    1. Dashboard → Call Logs → set correct Date range and Type.
  2. Open Call Detail
    1. If no recording icon/row appears, the call was never recorded.
  3. Role/permission
    1. Ask an admin to confirm your role includes Access recordings.
  4. Retention policy Settings → Call Recording → Retention.
    1. If the call date is older than the window shown here, the file is permanently deleted.
  5. Processing delayCalls < 2 min old may be transcoding.
    1. Refresh once a minute.
  6. Browser tests
    1. Incognito window
    2. Disable ad-block/media-block extensions
    3. Test on a personal hotspot (corporate proxies sometimes block audio streams)
  7. Transferred calls (multi-leg)
    1. On multi-leg calls, click each leg; only legs marked Recorded will have audio.
  8. Play vs. Download behaviour
    1. Play disabled, Download works ➜ browser is blocking inline audio.
    2. Both disabled ➜ almost always a permission or retention issue.

Path B — Mobile recordings (Android + ACR)

(iOS cannot record calls locally; only Path A applies.)

Area

Where to check

Expected state

App linkage

MyOperator → Settings → Recording app

ACR selected

Versions

Google Play Store

MyOperator & ACR updated

ACR licence

ACR → Settings → License

Active (if required)

Permissions

Android Settings → Apps → ACR

Mic, Phone, Storage = Allowed

Accessibility svc.

Android Settings → Accessibility

ACR service = ON

Battery optimisation

Android Settings → Battery / Power Saving

OFF for MyOperator & ACR

Storage

Android Settings → Storage

≥ 500 MB free

• Open ACR and play the call locally.– If it plays, open MyOperator → Menu → Sync now.– If it does not appear in ACR, recording never occurred (device/vendor restriction).

When will these steps NOT help?

• Recordings older than the configured retention window (e.g., 90 days) are unrecoverable.

• Calls answered on a device or leg where recording is OFF will never generate audio.

• iOS devices cannot capture local recordings; use server-side recording instead.

Confirm it’s fixed

✓ Two recent calls play end-to-end in the web panel or app.

✓ For transferred calls, the intended leg contains audio.

✓ A new test call appears within three minutes and plays without errors.

Keywords: MyOperator recording not playing, play button disabled, call playback issue, ACR Android sync, IVR recording troubleshooting