.. _troubleshoot-audio-file-errors-in-ms-auto-attendants-and-call-queues:


Troubleshooting Microsoft audio file errors
------------------------------------------------

Overview
..........

This topic helps you troubleshoot audio file-related errors in Microsoft auto attendants and call queues by explaining error messages, underlying causes, and recommended resolutions.

.. rubric:: Related topics

* :ref:`auto-attendants-ms-subscriber`
* :ref:`call-queues-ms-subscriber`
* :ref:`ms-call-hold-policy`


Microsoft audio file error messages and resolutions
.....................................................

The table describes error messages that may be encountered during transactions that update an 
Auto Attendant or Call Queue when audio files are used for greetings:

.. tabularcolumns:: |p{5cm}|p{5cm}|p{5cm}|

+----------------------------------+------------------------------------------+---------------------------------------------+
| Error message                    | Cause                                    | Resolution                                  |
+==================================+==========================================+=============================================+
| "We can't upload the audio file. | The audio file was rejected by Microsoft | Re-encode or modify the audio file so that  |
| Verify the contents of the file  | when it was imported via PowerShell.     | it meets Microsoft Teams audio file         | 
| and try again"                   | This is typically because the file does  | requirements.                               |
|                                  | not meet Microsoft Teams audio file      |                                             |
|                                  | requirements, such as format or encoding | There are several online tools available    |
|                                  | criteria. This error can also occur if   | to convert audio files into a               |
|                                  | the audio file already exists in         | Teams-compatible format. If the file may    |
|                                  | Microsoft Teams, possibly because it is  | already exist in Teams, provide a newly     |
|                                  | already in use by another Auto Attendant | encoded version or use a different audio    |
|                                  | or Call Queue.                           | file instead of uploading the same file     |
|                                  |                                          | again.                                      |
|                                  | In some cases, downloading an audio file |                                             |
|                                  | from Microsoft Teams (for example, using |                                             |
|                                  | the Teams Admin Center) and then         |                                             |
|                                  | attempting to upload and reuse it        |                                             |
|                                  | results in this error, indicating that   |                                             |
|                                  | exporting and re-importing an audio file |                                             |
|                                  | is not always successful.                |                                             |
+----------------------------------+------------------------------------------+---------------------------------------------+
| "A prompt was set as AudioFile   | This Microsoft error message indicates   | Upload a new audio file and assign it to    |
| but its corresponding data is    | that the specified audio file reference  | the Auto Attendant or Call Queue.           |
| not present. Please give correct | does not exist in Microsoft Teams. For   | Providing a new audio file reference        |
| parameter value"                 | an existing Auto Attendant or Call       | typically resolves the issue.               |
|                                  | Queue, this usually means there is an    |                                             |
|                                  | issue with the audio file configuration  |                                             |
|                                  | on the Teams side.                       |                                             |
+----------------------------------+------------------------------------------+---------------------------------------------+