9. Troubleshooting Error Messages

The following section covers error messages that may be generated when configuring the integration. All error messages are visible in the integration logs in the NexLog DX-Series recorder’s Web Configuration Manager (Recording -> Data Integrations -> Webex Recordings Ingestion -> Edit Integration -> View Logs).

9.1. Device Authentication Errors

The following errors occur if there are issues during the authentication process.

9.1.1. AUTHORIZING USER DID NOT PROVIDE NECESSARY SCOPES: NEEDED

Issue: Webex user without admin permissions tried to authenticate to the recorder.

Resolution Steps:

  1. Delete refresh token to reset the configuration. See section 9.1.2 below for information about how to delete the refresh token.

  2. Authenticate to the recorder using a Webex account with admin permissions.

9.1.2. Deleting the Refresh Token

The refresh token expires from the integration or recorder after 90 days of inactivity. To resolve this, you can delete the refresh token and authenticate to the recorder to re-enable the integration. Deleting the refresh token may also resolve authentication issues when setting up the integration.

To delete the refresh token:

  1. Open the configuration file and disable the integration by de-selecting the checkbox next to Integration Enabled, and then select Save.

  2. Re-open the configuration file and add the text delete_token : 1 to the configuration file.

    Delete Token Request Added to Configuration File

    Fig. 9.1 Delete Token Request Added to Configuration File

  3. Check the box next to Integration Enabled and then select Save to reenable the integration.

  4. Review the logs for a new authentication request and for any additional error messages.

  5. Enter the URL from the authentication request in the logs into a browser and type in the user code when requested

  6. Sign in to a Webex account with admin permissions to authenticate the recorder.

9.1.3. INVALID CALL_POINTER OR MEETING_POINTER CONFIGURED

Issue: Call_pointer or meeting_pointer is set to an invalid date and time.

Resolution: Confirm the call_pointer or meeting_pointer is set to a valid date and time

9.1.4. Miscellaneous Errors

For any other errors that occur while attempting to configure Webex Recording, please contact Eventide Communications support for additional troubleshooting, Refer to the Contact Information section of this document.