Upload Files Manually to Our SFTP 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 server has been terminated and replaced by the SFTP server

To obtain a SFTP account, open this link in a browser:

https://sftp.call-replay.com/UploadRequest?email=your@email.com

To upload the archive, you can use a SFTP client such as FileZilla, available on both Windows and Linux, which can be downloaded from here{.external-link}, or WinSCP, available on Windows only, which can be downloaded from here{.external-link}.

Please make sure that the SFTP client settings are set on SFTP (not FTP), using encryption.  SFTP is not the same as FTPS.

You must use the port, account and password displayed by the account creation page.

Port 1025 must be open for outbound data transfer.
 
Please tell us in an email message the name of the file that you uploaded.