Voiceguide Line Status Doesn't Show Lines

[lucasklos]

Hello,

I have downloaded the latest version of VoiceGuide, and HMP from the download page.

These are the steps I performed:

1. Install Dialogic (restart required)
2. From DCM start services
3. Open IP Media Server Demo
4. Dial host running IP and on the IP media server demo console is seen that the call was answered
5. Close Ip media server demo
6. Install VoiceGuide (selecting VoIP/HMP option)
7. Open Line Status Monitor and no lines apeears.

I'm running this on Windows Server 2012. Hpettool shows that HPET is allowed and enabled.

I'm attaching logs and its_sysinfo.

 

I hope you can help me

Regards,

vg_hmp_logs.zip

[SupportTeam]

Traces provided show some errors and the vgEngine trace shows that even the first line could not be opened:

152729.669   8         ERROR LineOpen failed for iIvrDev=1, <port>1</port>

Provided ktTel trace is empty... which is very strange...

 

Can you please see if that trace is still empty or has something been saved into it once VoiceGuide service was stopped?

 

Please .ZIP up and post the ktTel trace if you see something is saved into it.

 

Is the "R2" version of Windows Server 2012 used ?

 

Is this system running on a physical machine, or on a virtual machine?

If virtual machine then please describe the configuration of the virtual machine used.

 

Is any other software installed on this system apart from Windows+HMP+VoiceGuide ?

Are any "anti viruse" type software installed on this system?

[lucasklos]

Hi,
The server is a Windows Server 2012 R2 Standard.

Please find attached the latest ktTel trace.

 

It is a virtual machine running under VMware ESXi.

Regards

0327_ktTel.zip

[SupportTeam]

ktTel trace shows that HMP returns error when starting:

078 152729.619  8788     ERROR gc_start
079 152729.619  8788   1 ERROR StartDialogicGlobalCall returned -1

Is any other software installed on this system apart from Windows+HMP+VoiceGuide ?

Are there any "anti virus" type software installed on this system?

 

Was the "IP Media Server Demo" program exited at the time the VoiceGuide service was getting started?

 

Can you advise the configuration details of this ESXi instance?

Is there anything that would prevent HMP from opening the various TCP/UDP ports that it uses?

[SupportTeam]

Please try this doing this:

 

Open the Windows Task Manager and locate the vgIvrService.exe process.

 

Exit all VoiceGuide applications (especially the Line Status Monitor).

 

Then Stop the VoiceGuide service.

 

Look in Windows Task Manager and confirm that the vgIvrService.exe process exits. ie. disappears from the active processes list.

 

Does vgIvrService.exe process exits by itself?

If it does not then the Right click and select "End Task".

 

Then wait a 10 seconds or so and start the VoiceGuide service.

 

Check traces to see if HMP did initialize correctly.

 

 

Please still provide configuration details of this ESXi instance.

[lucasklos]

I have asked the administrator for the information requested.

 

Regarding ports, are these enough?

 

 

 

Firewall Inbound Rules should be set to allow the vgIvrService.exe program to receive all types of incoming messages (both TCP and UDP).
The specific port ranges used are: SIP: 5060
RTP: 49100 and above
VoiceGuide Reporting and REST API : 7130 - 7140
Read more at: http://www.voiceguide.com/vghelp/source/html/install_v7_dialogichmp.htm

 

 

Answering your questions:

 

 

Was the "IP Media Server Demo" program exited at the time the VoiceGuide service was getting started?

Yes it was.

 

 

 

Open the Windows Task Manager and locate the vgIvrService.exe process.

Exit all VoiceGuide applications (especially the Line Status Monitor).

Then Stop the VoiceGuide service.

Look in Windows Task Manager and confirm that the vgIvrService.exe process exits. ie. disappears from the active processes list.

Does vgIvrService.exe process exits by itself?

If it does not then the Right click and select "End Task".

Then wait a 10 seconds or so and start the VoiceGuide service.

Check traces to see if HMP did initialize correctly.

vgIvrService didn't exist by Itself.

 

After starting VoiceGuide IVR service, I still see the following error:

078 130254.401 10700     ERROR gc_start
079 130254.401 10700   1 ERROR StartDialogicGlobalCall returned -1

Regards

[lucasklos]

Please still provide configuration details of this ESXi instance.

 

The version is: VmWare ESXi 6 Update 2

No ports are blocked, currently no antivirus.

What specific configuration is required?

 

This is what I get when running IP Media Server and performa SIP call (attached mediaserver.png).

Edited 03/29/2017 11:04 AM by SupportTeam

[SupportTeam]

Have you tried setting up this system with with VoiceGuide v7.5.8 only, or have you tried using other (previous) versions as well?

[SupportTeam]

Looks like wrong Dialogic VoIP drivers were being made available from our Downloads page for the last week or so.

 

Please go to the VoiceGuide Download page and download the VoIP drivers that are now available from that page.

 

The now available drivers are the drivers that need to be used with the current latest available version of VoiceGuide.

 

Please uninstall VoiceGuide and then uninstall your current Dialogic HMP drivers (do not save any configuration).

 

Then reboot the system as asked for by the Dialogic HMP uninstall.

 

Then after Windows restart install the new version Dialogic HMP drivers,

 

Then reboot the system again.

 

Then install VoiceGuide.

 

Please post VoiceGuide debug traces if you still encounter any issues.

[SupportTeam]

You may need to "Refresh" the Downloads page in your browser, just in case it is still showing an old, cached, version.