Not recording calls

I have set up Asterisk (Ver. 10.5.2) and freepbx

There are 6 extensions, and all have been set up to record incoming and outgoing external calls.
The customer called me and asked me to locate a specific call, and I cannot find it. I checked the call log on the phone, and the call was logged there. What could have happened to cause the call not to record, what can I do to fix this, and if by some miracle, is there a way to locate this call recording?