Archive for the ‘Issues’ Category

CallGraph: Stereo vs Mono Recording

Monday, July 11th, 2011

CallGraph Skype Recorder records by default in stereo mode which means that your voice and other participant(s) voice are on different tracks in the file. While playing back you will hear your voice on one side of the speaker while your caller/callee’s voice on the other side. To force CallGraph to record in a single track change the channels to mono from Configuration -> Recording tab (how-to). This change will affect all subsequent calls recorded with CallGraph. For older one’s, you can convert them to mono using an audio editor (eg. Audacity).

The stereo mode is useful if you’re recording podcasts since you can edit each track separately. Having voices on separate track makes it easier by an order of magnitude. It also helps with the transcription of audio file and we recommend that you record in stereo mode if you plan to get it transcribed.

Sometimes due to misconfiguration of the PC’s playback settings, only one track is audible during playback and it appears that CallGraph is recording only one side of the call, even though Skype connection has been authorized. A quick fix is to set the recording mode to mono.

Invalid Certificate Issue Resolved

Monday, May 2nd, 2011

Due to an incorrectly configured SSL certificate on our server browsers were showing an security warning whenever any secure pages on Scribie.com were accessed. We have corrected the configuration now and the security warning should go away. If you had faced the issue then please try now. Technical details follow.

The problem was that the intermediate certificates supplied by our CA was not specified. When we moved our domain to Scribie.com we also changed over from Apache to Nginx. In Apache the intermediate certificates where specified by the SSLCertificateChainFile directive. But Nginx does not have a corresponding directive. In Nginx the intermediate certificates have to combined into the server certificate PEM file. Once we did that, the security warning went away.

The odd part was we had run into the same error when we did the domain transition and were testing it out. But that error went away when we did force reloads of the page. So we thought it was an intermittent error which would go away eventually. But it did not and one of our users complained about it yesterday. In the end it turned out to be a simple fix.

One Sided Recording

Monday, May 2nd, 2011

If you run into the situation where you recorded a Skype call with CallGraph but you can hear only one side of the conversation when you play it back, then there are two things you can do.

  1. Check if CallGraph has been authorized to connect to Skype. Without Skype authorization CallGraph cannot access the voice data from the Skype call and therefore cannot record the other side of the conversation. Skype authorization process can be sometimes tricky. If you face any issues then check the post on troubleshooting tips.
  2. If authorization has been done, then try setting the recording mode to mono from configuration -> general tab and recording another test call. CallGraph records by default in stereo mode where your once and everyone else’ voice is encoded on different tracks. Unfortunately some PC’s are not configured correctly to play such files and you can hear only one track during playback. In mono mode both channels are mixed into a single track.

Once CallGraph has been authorized to connect to  Skype it should be able to record both sides of the conversation just fine.

Skype Unable to Respond

Saturday, December 18th, 2010

If you get the message “Another application (CallGraph.exe) is attempting to access Skype, but we are unable to respond” from Skype, here are few things you can do to resolve this issue.

  1. Make a call to Skype Test Call Service (echo123) or any other contact. This will force Skype to check it’s database of whitelist’ed plugins and respond to CallGraph thereafter.
  2. Restart both Skype and CallGraph several times. To exit CallGraph, click on the CallGraph system tray icon and choose exit from the popup menu. Same for Skype.
  3. Try starting CallGraph after 15-20 minutes of starting Skype. This will allow Skype to settle down a bit and have more time to respond to CallGraph.
  4. Ensure that both Skype and CallGraph are running as non-admin. Both Skype and CallGraph do not require admin permissions to run.
  5. Check if your Antivirus or Firewall is blocking the communication between Skype and CallGraph. Try adding exceptions for both Skype and CallGraph.
  6. Try re-installing both Skype and CallGraph.
  7. Try restarting your PC.

For 64 bit machines, please try the following

  1. Uninstall CallGraph completely.
  2. Download and install the vcredist_x64.exe from the Microsoft website.
  3. Install CallGraph again.

Click here for step-by-step instructions on how to authorize CallGraph to connect to Skype.

From our testing what we have found is Skype is usually able to respond back after a few tries. So restarting CallGraph a few times works. If nothing works then enable logging in CallGraph (configuration -> general tab), restart CallGraph, start recording and stop it after 5 seconds and send the log file to support@scribie.com.

Known Issues v1.3.0.0

Friday, July 2nd, 2010

Here’s the list of know issues for CallGraph Skype Recorder version 1.3.0.0.

  • If back to back calls are made/received from Skype then the second call may not be correctly recorded. The recording file for the second call does not contain the audio the second call, but the first call. This happens only in few cases. To prevent this from happening please ensure that there is at least 30 second gap between the end of the first call and start of the second.

We have been chasing this issue but have not been able to reproduce it at our end. If you have faced it, then it will be a big help if you can enable logging from configuration -> general tab, reproduce the issue and send us the log file. Thanks!

We will keep on adding to this list as we discover issues. Please report any issues you face with CallGraph Skype recorder to support@scribie.com. Thanks in advance.

Known Issues v1.2.1.1

Wednesday, May 27th, 2009
  • On some setups starting the recording mutes the callers voices. To prevent this turn off the Near End EC option from configuration -> advanced tab.
  • Exiting Call Graph just after the recording is finished or in between the recording might cause a crash. The files are however saved and the call is restored.
  • When playing back voicemails Call Graph gives a false notification that the call is being recorded.
  • MP3 conversion of files which have apostrophes in their name fails. For a workaround remove the apostrophe from the name.

We’ll be adding to this as we discover more. Please let us know if you find one.

UPDATE

All the above issues have been resolved in version 1.3.0.0. Please upgrade now.