Ambient Voice Recording - other names are Ambient Surrounding or Live Voice - is used to hear/listen the surrounding voice of the target device.
There are some reasons that make the feature of ambient voice recording does not work.
The following things you should check step-by-step:
1. Check the target device is connected
That means the feature (ambient voice recording) needs an internet connection to send the data of surrounding voice to the control panel to let you hear lively.
It is a required condition for this feature.
So make sure the target device has an internet connection.
Please see this article for checking the internet connection: https://www.mobilespyfaq.com/hc/en-us/articles/360015184453-Why-does-it-say-my-device-is-offline-
In order to check if the target device has an internet connection or not, you click a button Check Connection (in this page - Ambient Voice Recording, or in Tab Device Setting -> Check Connection.
It there is no connection to the target device, the message you will see: The target device is offline now.
2. The target device was turned off
Like session #1 above, it is still no internet connection.
3. Check if you meet the limitation
Because of consuming many resources, we have a limitation this feature:
a) Check how many files you recorded
Normally we set 50 files for each account. So if you see that your account has more than 50 files, please try to delete old files and then try again.
b) Check the capacity
Normally we set for a total capacity for each account is 300 Mb, So please check and delete old files.
c) In case you are recording but suddenly it stops, please understand that we set 50 Mb for each file. So this case you should click again butt Start to start a new voice recording.
d) Limitation for how long for each record. We set 30 minutes for each time counted from starting recording.
4. Check if your account is the GOLD package
This feature is available for a Gold package only.
Please check it in your Account ->> Account Information then you will see the type of package.
5. Check if the files recorded 20 to 30 days ago
We will clean the database up within 30 days, but sometimes we do a maintenance bi-weekly. So the data (files) could be deleted.