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ISSUE
Users encounter an error message stating 'Cannot connect to the recording service' a few moments after starting a Network-Based Recording during a meeting with partner audio on Webex. This issue prevents recording the meeting, a critical feature for users who rely on recordings for documentation, compliance, or review purposes.

RESOLUTION
To resolve the 'Cannot connect to the recording service' error, follow the steps below:

1. Log in to your Webex site by navigating to your URL (Example: SITENAME.Webex.com).
2. Click the My Webex tab on the top navigation bar.
3. Click Preferences In the left navigation bar.
4. Expand the Audio section by clicking on 'Setup' if necessary.
5. Scroll to the My Webex Personal Conferencing section.
6. Click on the Generate Account link.
7. Click the Generate button in the new window.
8. Host and Attendee Access Codes will be displayed. Make a note of these new codes.
9. Click Close to exit the window.
10. Schedule a new meeting and use the new Personal Conferencing account to test the recording function.

 

If the recording function works correctly, the issue is resolved. However, if an error occurs after these steps, you must contact the partner support team.

To obtain the Partner support phone number, follow these instructions:

1. Navigate to your Webex site (Example: SITENAME.Webex.com).
2. Click on one of the Center tabs on the top navigation bar (Example: Cisco Webex Meetings, Events, and Training).
3. On the left side of the page, click the Contact Us link.
4. The Contact Us page will provide the Partner support phone number and additional contact options.

CAUSE
The error is typically caused by an issue with the Personal Conferencing account settings on the user's Webex site. This could be due to incomplete setup, outdated access codes, or a temporary service disruption. The error indicates that the Webex service cannot initiate the recording process through the network, which is essential for capturing both video and partner audio.