Install HMP Driver for VG 7

[Frank.Schwarz]

I'm trying to install the Dialogic HMP driver from VoiceGuide on a new system (hardware and virtual). A test with HPETTOOL64 is successful.
Firewall, virus scanner, user account control are switched off.
Installation of DialogicHMP30_Drivers_for_VoiceGuide_7.5_gen2_375 is in progress. Thereafter, however, no device is displayed in the DCM. Screenshots in the appendix.

I have no idea what I can do ???

Thanks in advance!!!

Dialigic HMP.pdf

[SupportTeam]

Can you please describe the systems used in more detail.

Are you certain that no other VoIP/SIP type software was previously installed on those systems? HMP and other VoIP/SIP software will usually clash.

Is the virtual system a VMWare based VM ? Is the physical system a desktop/server type system?  What is the CPU and OS used ?

Also please note that HMP seems to have problems running on a number of notebooks.

Could you maybe install VoiceGuide on those systems and then post the vgEngine traces that are created when the VoiceGuide service tries to start. the vgEngine trace will contain details of hardware used and ports open by other software etc.

[Frank.Schwarz]

Hardware 1:

Intel NUC

I5-4250

8 GB RAM

64 Bit

Windows 10 Pro

 

Hardware 2:

Dell Inspiron 15 7000

I7-7700

32 GB RAM

64 Bit

Windows 10 Pro

 

Hardware 3:

HP Elitedesk 800

I7-4770

16 GB RAM

64 Bit

Windows 8,1 Pro

 

virtual: Microsoft Hyper-V System Hardware 3 und 1

VG log from Hardware 3

0408_1649_vgEngine.zip

[SupportTeam]

Traces from hardware 3 show:

016 164931.925 10640         WARN  HPET not enabled. Enable HPET timer and restart Windows. QueryPerformanceFrequency 536870912MHz (quad=14227720192557134)
017 164931.925 10640         WARN  command to enable HPET: bcdedit /set useplatformclock true

and they also show that multiple network adapters/drivers are installed on that system:

164929.071   6                    Win32_NetworkAdapter Description : Intel(R) Ethernet Connection I217-LM
164929.071   6                    Win32_NetworkAdapter Description : Shrew Soft Virtual Adapter
164929.086   6                    Win32_NetworkAdapter Description : Apple Mobile Device Ethernet
164929.086   6                    Win32_NetworkAdapter Description : Microsoft-ISATAP-Adapter
164929.086   6                    Win32_NetworkAdapter Description : Apple Mobile Device Ethernet

These other Ethernet driver and adapters could be causing problems for HMP.

Quickest approach may be to just reformat the hard disk and then:

1. Install just Windows.

2. Confirm that Windows can communicate over the Intel I217-LM connection,

3. Enable HPET (see command quoted at top of this post)

4. Install HMP (do not install any anti-virus etc at first).

When installing HMP please make sure you install as Administrator, or as a user with Administrator privileges.

 

Dell Inspiron 15 7000 is a notebook, so would not recommend trying to install on that system.

[Frank.Schwarz]

Hello Voice Guide Team,

I think I give it up, the HMP application is useless for me.
I have now tried the installation on felt 10 computers.
On no computer !!! was an HMP device, as described, installed.

With this difficulty, i can't install an application for a customer.

Enclosed the loggings of the last computer

- Dell Precision T3400
- Broadcom NetExtreme 57xx, no other networkdevices
- 500 GB harddrive
- 4 GB RAM
- Intel Core Duo E8200
- new installed operating System WINDOWS 10 Pro
- no virus scanner
- Firewall off
- UserAccessControl off
==> reboot pc
- hpettool64 /t ==> successful
- HPET enabled
==> reboot PC
- DialogicHMP30_Drivers_for_VoiceGuide_7.5_gen2_375 with all Options installed
==> reboot PC

==> DCM ==> no device is shown

- install VoiceGuide 7.6.5
==> reboot

if there is interest I can open on the PC a teamviewer ... then please send an email.

Tanks!

log.zip

[SupportTeam]

Can you please .ZIP up this directory:

C:\Program Files (x86)\Dialogic\HMP\log

and post the .ZIP file here. Dialogic's own log files may let us see what is happening on this system.

[SupportTeam]

Also, do you have access to a system running VMware ESXi?

HMP supports running on VMware ESXi VM instances, and using VMs allows a fast way to create environments into which Dialogic HMP can be installed.

VMware ESXi would be providing a pretty 'standard' environment for HMP to install into.

[Frank.Schwarz]

Attached the dialogic zip.

I don't use VMWare and have no way to access VMWare.
I only could use Hyper-V from Microsoft.

log.zip

[SupportTeam]

Please do this:

1. Stop the VoiceGuide service.
2. Stop the Dialogic service.

Please place the attached RtfConfigWin.xml file on your system - unzip attached file first. (file link at very bottom of this post)

for Windows Server 2008 R2 and newer:
3a. make the hidden directory C:\ProgramData visible
3b. go to C:\ProgramData\Dialogic\HMP\cfg

for older versions of windows and Server 2008 32bit :
3a. go to C:\Program Files\Dialogic\cfg

Then:

4. Backup existing RtfConfigWin.xml,
5. Replace it with attached RtfConfigWin.xml (unzip it first)
6. Shutdown and restart Windows.

8. Start the Dialogic service from DCM
9. Once Dialogic service has fully started .ZIP up Dialogic RTF logs in Dialogic's \log\ subdirectory.
10. Please post all the above logs here.

 

RtfConfigWin.zip

[SupportTeam]

HMP does not work on many notebooks.

There are also reports of problems running on lower end DELL PCs.

Seems to be related to the way in which the networking hardware is designed on those systems

[Frank.Schwarz]

Sorry it took so long.

Attached the desired log.

in the Zip-File i have attached a screenshot from DCM.

 

Thanks!

log.zip

[SupportTeam]

RTF Logs do not actually show much information as to why the "HMP" device was not activated on your system.

Attaching RTF log from working system for comparison. You can see that in trace from problem system we see Dialogic not being able to get some configuration information from what is most likely the network drivers or their saved config data on the system. And before that some initialization steps are just missing from that log, without explanation.

So these logs do not seem to indicate actual cause of problem.

As per prior answer there are reported issues of problems installing HMP on some notebooks, so those same issues may be seen on cheaper grade consumer hardware.

If you do not have access to  'Server' grade hardware then can you maybe just getting a 'Strandard' PC with an ASUS or Gigabyte etc, motherboard and try using that?

 

Log excerpt from supplied trace:

 

04/24/2019 15:53:58.598   4892        6984 OAMSYSLOG               Info         MERCCONFIG -  Calling GetBoardData() for board 0
04/24/2019 15:53:58.598   4892        6984 OAMSYSLOG               Info         MERCCONFIG - IOCTL_MCD_GET_MPD_CONFIG_DATA returned error 2
04/24/2019 15:53:58.598   4892        6984 OAMSYSLOG               Info         MERCCONFIG - MC_ERROR_ENUM exception of value 17 is caught
04/24/2019 15:53:58.598   4892        6984 OAMSYSLOG               Info         MERCCONFIG -  GetBoardData failed for board 0
04/24/2019 15:53:58.598   4892        6984 OAMSYSLOG               Info         MERCCONFIG - Freeing PNP library in mercconfig DetectBoards
04/24/2019 15:53:58.598   4892        6984 OAMSYSLOG               Info         MERCCONFIG - CPCIDetector::Detect() returning 0 devices
04/24/2019 15:53:58.598   4892        6984 OAMSYSLOG               Info         MERCCONFIG - Leaving the MCEnumDetectedBoardsEx, count = 0

 

04/24/2019 15:53:58.598   4892        6984 OAMSYSLOG               Info         NCMAPI - Calling AddDevices() for DM3 devices
04/24/2019 15:53:58.598   4892        6984 OAMSYSLOG               Info         NCMAPI - Entering AddDevices()
04/24/2019 15:53:58.598   4892        6984 OAMSYSLOG               Info         NCMAPI - AddDevices(), calling ConfigDevices()
04/24/2019 15:53:58.598   4892        6984 OAMSYSLOG               Info         NCMAPI - NCMAPI.. in ConfigDevices().Family - DM3, calling GetInstalledDevices()
04/24/2019 15:53:58.598   4892        6984 OAMSYSLOG               Info         NCMAPI - ConfigDevices()(), InstalledDevice list is NULL, return

 

Compare to log trace from a system where HMP works OK. (BTW. trace is from a Lenovo T-Series Thinkpad running Win10)

05/03/2019 15:03:24.111   3444       10428 OAMSYSLOG               Info         MERCCONFIG -  Calling GetBoardData() for board 0
05/03/2019 15:03:24.140   3444       10428 OAMSYSLOG               Info         MERCCONFIG - Model Number returned by driver = 32809
05/03/2019 15:03:24.140   3444       10428 OAMSYSLOG               Info         MERCCONFIG - Freeing PNP library in mercconfig DetectBoards
05/03/2019 15:03:24.140   3444       10428 OAMSYSLOG               Info         MERCCONFIG - CPCIDetector::Detect() returning 1 devices
05/03/2019 15:03:24.140   3444       10428 OAMSYSLOG               Info         MERCCONFIG - Leaving the MCEnumDetectedBoardsEx, count = 1

05/03/2019 15:03:24.141   3444       10428 OAMSYSLOG               Info         NCMAPI - Calling AddDevices() for DM3 devices
05/03/2019 15:03:24.141   3444       10428 OAMSYSLOG               Info         NCMAPI - Entering AddDevices()
05/03/2019 15:03:24.141   3444       10428 OAMSYSLOG               Info         NCMAPI - AddDevices(), calling ConfigDevices()
05/03/2019 15:03:24.141   3444       10428 OAMSYSLOG               Info         NCMAPI - NCMAPI.. in ConfigDevices().Family - DM3, calling GetInstalledDevices()
05/03/2019 15:03:24.141   3444       10428 OAMSYSLOG               Info         NCMAPI - ConfigDevices(), InstalledDevice list is not NULL, compare the serial number

rtf_log_working_system.zip