VanillaSoft will return this error when a user has a recording license but no recording is found after the call. To fix this issue, there are two scenarios:
- If the user is not supposed to have recording, go to the Users tab-> Manage User Licenses and remove the recording license.
- If the user is supposed to have recording, make sure you have set up your system to record calls. Please refer to the VanillaSoft user guide on how to record calls if you are unsure.