Vg Crashes On Hangup

[Guest Adam]

Hi

 

I'm having trouble with Voiceguide crashing intermittently. The crash always happens when the user is hanging up.. the last thing on the VG screen is

 

Hanging up call.... [srlib 282]

 

At this point Voiceguide freezes and it doesn't reset back to "Waiting for call..".

 

We are running VG 5.1.3305 professional 4-line.

 

Regards

Adam Whitehead

[SupportTeam]

Please update to v5.2.3
v5.1 had this sporadic bug which was fixed in v5.2.
Your registration code will still work with v5.2.3

[Guest Guest]

This still happens to us in version 5.2.2.

 

I have been unable to upgrade to version 5.2.3 as it fails to work on our system. I'm not sure this would help anyway given that you mention it was fixed in 5.2

 

Any ideas?

 

Adam

[Guest Adam]

Forgot to mention, we are running Windows XP.

 

This never used to happen to us using Voiceguide 4.1.x on Win 2000.

 

Adam

[Guest Adam]

error in above post... 4.1.x should be 5.1.x

[SupportTeam]

I have been unable to upgrade to version 5.2.3 as it fails to work on our system

What problems/error messages are you seeing?

[Guest Adam]

Hi

We are not really interested in getting 5.2.3 working. The problem we have with it is that it hangs up on the caller as soon as it gets to executing a VB Script.

We have 5.2.2 working EXCEPT that ocassionally (perhaps once every day) the first line will show Hanging up call... [srlib 282] and never reset to Waiting for call. At this point, VoiceGuide is completely frozen, and the computer needs to be rebooted. This happened in 5.1.x and its still happening in 5.2.2. Note that we did not have this problem under Windows 2000, only under XP.

[SupportTeam]

Could you please post a copy of VoiceGuide's Debug Printout which captures the problem (up to the point where the app freezes) this will allow us to see what is going wrong.

[Guest Adam]

173748.41 6 [say Order Ref] Say numbers: 6585 as Digits

173748.42 6 fn PlaySoundStartNumbers C:\Program Files\VoiceGuide\1900_soundfiles\yourref.wav, , 6585, Digits

173748.44 6 sVbsFunctionToUse=Digits

173748.45 6 Started SayNumber VBScript OK. (C:\Program Files\VoiceGuide\data\vbs_6_SayNumber.vbs)

173748.47 6 callstate DISCONNECTED 65851,0,0

173748.48 6 ScriptEventCode 9250 iLineState=1600

173748.50 6 LsSayNbrPlay EV_REMOTEPARTY_DISCONNECT

173748.52 6 rv add [Hangup Time]{5/08/2004 5:37:48 PM}

173748.52 6 Hanging up call...

173748.53 6 RecSoundStop ok

173748.55 6 PlaySoundStop err=0

173748.56 6 TimeoutSet 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

173748.57 6 fnHangupCall end

173748.59 6 cl Play_Start C:\Program Files\VoiceGuide\1900_soundfiles\yourref.wav,6.wav,5.wav,8.wav,5.wav

173749.62 6 PlaySoundStart err=[0 play PlaySoundStart ResetWavOutAndContinuePlay=>3,play waveOutWrite failed after LoadCurrFileToPlay_IntoOneMainBuffer] [C:\Program Files\VoiceGuide\1900_soundfiles\yourref.wav,C:\Program Files\VoiceGuide\system\voice\6.wav,C:\Program Files\VoiceGuide\system\voice\5.wav,C:\Program Files\VoiceGuide\system\voice\8.wav,C:\Program Files\VoiceGuide\system\voice\5.wav]

173749.69 6 TimeoutClear

[SupportTeam]

The trace shows that VoiceGuide hangs up the call as it was advised by the telephony device's TAPI driver that the call has ended:

 

173748.47 6 callstate DISCONNECTED 65851,0,0

 

Not much that can be done about this, if the telephony device informs VG that call has ended then VG will hang up the line. The DISCONNECTED message does however arrive at a strange time and the trace does show problems with Wave drivers afterwards as well…

 

Are you using a Dialogic card or some other telephony device?

 

To debug this problem we will however need to get the trace from the current version of VG (currently v5.2.3a). Please install current version on this system - if you get errors while installing that version please let us know what those errors are.

 

Once installed enable logging to file and once error occurs again please .zip and post both the MMDDvgm.txt and MMDDtw.txt files from VG’s \log\ subdirectory. (MMDD stands for current Month and Day)

 

Also, the original post referred to a different error:

 

Hanging up call.... [srlib 282]

 

what is happening here is something different...

[Guest Adam]

We are using a Dialog D4/PCI

 

Everytime we find the server crashed, Voiceguide is frozen but there is no Windows exception. The last thing on the screen is always "Hanging up call... [srlib 282])".

 

We can't install 5.2.3a, because when Voiceguide reaches a VBS module, it hangs up the call and resets to waiting for another call.

 

The next time voiceguide crashes on Hanging up call.. I will post the logs.

 

Adam

[SupportTeam]

We can't install 5.2.3a, because when Voiceguide reaches a VBS module, it hangs up the call and resets to waiting for another call.

Could you please post a copy of VoiceGuide's Debug Printout which captures the problem. This sounds like something quite simple and you should be running the latest version so that we can easily diagnose the other problem that is happening on your system.