Getting Technical Support
Get Remote Technical Support
The recording application has a number of powerful support utilities included. TeamViewer for eg., is a screen sharing utility which allows us to assist you. It is a firewall friendly application.
- In order to get RTS, you must contact us (http://call-replay.com/contact) and let us know what problem you met. We recommend to reach us by instant messenger or email.
- Windows Start / Programs / CallReplay / Support / TeamViewer
Send to technical support, by email or instant messenger, your ID and Password.
Wait for the connection to be established. The program will not work if the support technician was not notified to open his side.
Sending Logs to Technical Support
To enable technical support to understand the cause of a problem, the recording application keeps extensive logs of all the actions it does. To send them to us:
From application menu Help / Send Logs
Help > Send Logs
- Describe the problem as detailed as possible, including the phone numbers and IP addresses with issues.
- Fill in the problem date correctly, or the logs will not be copied from the correct period.
- Contact Information. Please enter your name, e-mail address and telephone number. As for the method of sending the resulting archive, we recommend using the Upload to FTP option.
- Click Submit report.
Uploading Logs Manually to Our FTP Server
To upload logs manually to our FTP server, first you need to locate the log files which correspond to the time when the issue occurred, archive them using a program such as 7-Zip, and then upload them to the FTP server using the credentials shown below. Please notice that it helps us if you set the Tracing Priority to All inside the CallReplay -> Help -> Service Debug Settings menu before the issue occurs, so that additional information gets included in the log. Also, the most important logs are the ones ending in the .trx extension, so make sure to include them as well.
By default, the log files can be found in the following location:
On Windows: C:\CallReplay\Logs
On Linux: /var/lib/callreplay
The FTP credentials are:
Please make sure that the FTP client settings are set on FTP (not SFTP), using no encryption.
To upload the archive, you can use a FTP client such as FileZilla
, available on both Windows and Linux, which can be downloaded from here
, or WinSCP
, available on Windows only, which can be downloaded from here
Keep in mind that for the Passive Mode, ports 50000 through 51000 have to be open in the firewall. For the Active Mode, port 20 is used for data transfer.
Please tell us in an email message the name of the file that you uploaded.
Downloading Files from Our FTP Server
You can download releases from our FTP server, which is located at this address
, using the following credentials:
Our FTP server can use the passive mode for data transfer on ports in the range of 50000-51000, or active mode on port 20, so make sure to allow connections on those ports in your firewall.
In order to download installation setup kits from our FTP server, you can use a web browser such as Firefox or Google Chrome (but not Internet Explorer), or a FTP client such as WinSCP
Use no encryption when connecting to the server.
Below is a screenshot showing how to configure WinSCP. In this case, the Passive mode is used, so ports in the range of 50000-51000 will be used. If you uncheck the passive mode, then port 20 will be used in Active mode.
Note that if you are using a web browser and point it to ftp://ftp.call-replay.com/, then passive mode will be used by default.