ACS Call Automation PlayFailed error 8565 on TTS despite correct managed identity, role assignment, and multi-service Cognitive Services connection

Question

ACS Call Automation PlayFailed error 8565 on TTS despite correct managed identity, role assignment, and multi-service Cognitive Services connection

Sivakumar, Vidhya 0

Environment:

Azure Communication Services: amn-acs-prod (United States, global)
Cognitive Services: multi-service CognitiveServices kind, West US 2, S0 SKU
SDK: @azure/communication-call-automation v1.5.1
Function App: Azure Functions (Node.js)

Problem:

Every playToAll TTS call fails immediately with:

json

{
  "code": 400,
  "subCode": 8565,
  "message": "Action failed due to a bad request to Cognitive Services. Please check your input parameters."
}

The call connects successfully, CallConnected fires, playToAll returns HTTP 202, but PlayFailed with 8565 arrives ~1 second later every single time.

Everything configured correctly:

✅ Multi-service CognitiveServices resource (not single Speech)
✅ System-assigned managed identity enabled on ACS
✅ Cognitive Services User role assigned to ACS managed identity at the Cognitive Services resource scope
✅ Resource connected via Portal under ACS → Cognitive Services
✅ cognitiveServicesEndpoint passed in answerCall options
✅ Voice en-US-JennyNeural confirmed available in West US 2 via Voices List API
✅ No network/firewall restrictions on Cognitive Services resource

Code:

javascript

const answerOptions = {
  callIntelligenceOptions: {
    cognitiveServicesEndpoint: "https://westus2.api.cognitive.microsoft.com"
  }
};
await client.answerCall(incomingCallContext, callbackUri, answerOptions);

// Later on CallConnected:
await callMedia.playToAll([{
  kind: "textSource",
  text: "Welcome to AMN Healthcare.",
  voiceName: "en-US-JennyNeural",
  sourceLocale: "en-US"
}], { operationContext: "greeting" });

Things already tried:

Multiple Cognitive Services resources (eastus, westus2, single Speech, multi-service)
Both regional endpoint format (https://westus2.api.cognitive.microsoft.com) and resource-specific format (https://amn-ai-multisvc-prod.cognitiveservices.azure.com)
With and without trailing slash on endpoint
With and without cognitiveServicesEndpoint in answerCall (Portal connection alone)
Multiple voice names (NancyNeural, JennyNeural)
Waited 10+ minutes for RBAC propagation between attempts
Verified role assignment via az role assignment list --scope <resource-id>

Correlation IDs:

0448001e-4c4b-4745-9faf-cabcf51af303
882d1b82-3188-4dbf-80e3-5ed9a1ea7d3b
6aef40b4-de1e-41e3-b528-08837dd1104a

Question:

Is there something beyond RBAC + Portal connection + correct endpoint that's required? Is there a known issue with new subscriptions or specific regions? The Portal connection UI also fails intermittently with a generic error when trying to connect the Cognitive Services resource, which makes me think there may be a backend provisioning issue.

Any help appreciated — this has been blocking for several hours.

That gives the community everything they need to help quickly.

Sonnet 4.6json

The call connects successfully, CallConnected fires, playToAll returns HTTP 202, but PlayFailed with 8565 arrives ~1 second later every single time.

Everything configured correctly:

✅ Multi-service CognitiveServices resource (not single Speech)
✅ System-assigned managed identity enabled on ACS
✅ Cognitive Services User role assigned to ACS managed identity at the Cognitive Services resource scope
✅ Resource connected via Portal under ACS → Cognitive Services
✅ cognitiveServicesEndpoint passed in answerCall options
✅ Voice en-US-JennyNeural confirmed available in West US 2 via Voices List API
✅ No network/firewall restrictions on Cognitive Services resource

Code:

javascript

const

Things already tried:

Multiple Cognitive Services resources (eastus, westus2, single Speech, multi-service)
Both regional endpoint format (https://westus2.api.cognitive.microsoft.com) and resource-specific format (https://amn-ai-multisvc-prod.cognitiveservices.azure.com)
With and without trailing slash on endpoint
With and without cognitiveServicesEndpoint in answerCall (Portal connection alone)
Multiple voice names (NancyNeural, JennyNeural)
Waited 10+ minutes for RBAC propagation between attempts
Verified role assignment via az role assignment list --scope <resource-id>

Correlation IDs:

0448001e-4c4b-4745-9faf-cabcf51af303
882d1b82-3188-4dbf-80e3-5ed9a1ea7d3b
6aef40b4-de1e-41e3-b528-08837dd1104a

Question:

Is there something beyond RBAC + Portal connection + correct endpoint that's required? Is there a known issue with new subscriptions or specific regions? The Portal connection UI also fails intermittently with a generic error when trying to connect the Cognitive Services resource, which makes me think there may be a backend provisioning issue.

Any help appreciated — this has been blocking for several hours.

Shree Hima Bindu Maganti 7,590 Reputation points Microsoft External Staff Moderator

2026-03-02T02:31:38.2933333+00:00
Hi @Sivakumar, Vidhya

Thank you for sharing the detailed troubleshooting steps that helps a lot. Since the call connects successfully and playToAll returns HTTP 202 before failing with subCode 8565, the issue is likely occurring during the runtime call from ACS to Cognitive Services rather than at the SDK or syntax level.

A few focused checks you may consider:

Ensure the cognitiveServicesEndpoint being passed is the resource-specific endpoint in the format https://<resource-name>.cognitiveservices.azure.com/ and not the regional endpoint.

Confirm that the Cognitive Services resource is of kind CognitiveServices (multi-service) and not a single-service Speech resource.

Verify that the ACS system-assigned managed identity shows a valid Principal ID, and that the Cognitive Services User role is assigned directly at the Cognitive Services resource scope.

If the identity was recently enabled or re-created, try reassigning the role and allowing a few minutes before retesting.

Try creating a new multi-service Cognitive Services resource in a different supported region (such as East US) and test using its resource-specific endpoint to rule out any regional configuration inconsistencies.

Enable diagnostic logging for both Azure Communication Services and Cognitive Services to see if additional details are captured around the PlayFailed event.

As an isolation step, attempt a minimal TTS request with only the required parameters to ensure no optional property is contributing to the failure.

Since the failure is immediate and consistent, focusing on endpoint format, resource type, identity binding, and region alignment should help narrow this down.
https://learn.microsoft.com/en-us/azure/communication-services/resources/troubleshooting/voice-video-calling/troubleshooting-codes?wt.mc_id=knowledgesearch_inproduct_azure-cxp-community-insider&pivots=calling
Let me know if you have any further assistances needed.

1 answer

Your answer

Answer 1

The error code 8565 indicates that the action failed due to a bad request to Cognitive Services, which suggests that there may be an issue with the input parameters being sent to the service. Here are some steps you can take to troubleshoot this issue further:

Verify Input Parameters: Ensure that the parameters being passed to the playToAll method are correctly formatted. Double-check the text, voiceName, and sourceLocale values to make sure they are valid and supported by the Cognitive Services resource.
Check Voice Availability: Although you confirmed that en-US-JennyNeural is available, it might be worth testing with other voices to see if the issue persists. Sometimes, specific voices may have transient issues.
Cognitive Services Configuration: Ensure that the Cognitive Services resource is properly configured and that the multi-service setup is functioning as expected. You might want to check the Azure portal for any alerts or notifications regarding the Cognitive Services resource.
Role Assignment: Confirm that the role assignment for the managed identity is correctly set and that there are no additional permissions required for the specific actions you are trying to perform.
Backend Provisioning Issues: Since you mentioned intermittent failures when connecting the Cognitive Services resource via the portal, it is possible that there might be backend provisioning issues. You could reach out to Azure support to check if there are any known issues in your region or with your subscription.
Logs and Monitoring: Utilize Azure Monitor or Application Insights to gather more detailed logs and telemetry data about the requests being made to Cognitive Services. This might provide more context on why the requests are failing.

If the issue persists after checking these areas, consider reaching out to Azure support with the correlation IDs you provided, as they can assist in diagnosing the issue further.

References:

Troubleshooting call end response codes for Calling SDK, Call Automation SDK, PSTN, Chat SDK, and SMS SDK (automation)