No available port

[Lukas]

Hi,

We have a problem with voiceguide vgEngine : 7.5.21 - 7.5.6739.39172 when VG start no available port. The cart is Dialogic is start but the VG dosn't available port. The status monitor is empty.

 

[SupportTeam]

Please .ZIP up VoiceGuide's trace files from today and post them here. We can then see what is happening on the system and advise.

The trace files can be found in VoiceGuide's \log\ subdirectory.

[Lukas]

Hi, this is a log

log.zip

[SupportTeam]

This system has two cards installed in it: a D/300JCT-E1 (FX033865) and a D/600JCT-2E1 (HQ014394)

Are the two cards connected together with a CT cable?

ktTel trace shows error as:

349 104500.770  3772     ERROR gc_OpenEx :N_dtiB1T1:P_ISDN returned linedev<=0. Check DCM to confirm ISDN protocol has been selected on this trunk.

Has ISDN Protocol been set on the trunks? What has it been set to?

[SupportTeam]

Dialogic RTF logs may show more information.

Dialogic RTF logs can be found in Dialogic's \log\ subdirectory.

[Lukas]

4 hours ago, SupportTeam said:

This system has two cards installed in it: a D/300JCT-E1 (FX033865) and a D/600JCT-2E1 (HQ014394)

Are the two cards connected together with a CT cable?

ktTel trace shows error as:

349 104500.770  3772     ERROR gc_OpenEx :N_dtiB1T1:P_ISDN returned linedev<=0. Check DCM to confirm ISDN protocol has been selected on this trunk.

Has ISDN Protocol been set on the trunks? What has it been set to?

Yes the cards are connected together. ISDN work to 23:10 yesterday when we shutdown the serwer and up the VG didn't see the port.

[Lukas]

the log from dialogic

dial-log.zip

[SupportTeam]

The Dialogic RTF log files are not for the same time as the supplied ktTel traces, so we cannot co-relate them.

Please do a VoiceGuide service restart again and then .ZIP up bot the ktTel and RTF traces after the restart attempt completes and post them here. We canthen see what RTF log is showing when VoiceGuide attempts to open the channels.

Was anything installed/changed on this server that necessitated the server restart? Any Windows patches etc? Why was that server restarted?

Also, traces show that this system is running Windows 7. Would recommend moving system to a newer version of Windows, preferably a 'Server' grade version.

[Lukas]

 

New logs attached. server was reset because it had no power. As for the system, it has been used since the beginning.
There was no windows update

dialogic.zip

VG.zip

[SupportTeam]

ktTel trace shows Dialogic drivers returned error when trying to open the port:

403 233834.555  3420           gc_OpenEx :N_dtiB1T1:P_ISDN call
404 233842.560  3420     ERROR gc_OpenEx :N_dtiB1T1:P_ISDN returned linedev<=0. Check DCM to confirm ISDN protocol has been selected on this trunk.

And Dialogic traces show:

10/10/2019 23:38:42.560   2104        3420 spwrndi                 ERR1         ndi                   dtiB1     ====> NdiSendMessageAndWait: Timed out waiting for response for NRB Request (0x20001)
10/10/2019 23:38:42.560   2104        3420 libisdnr..ll dtiB1      ERR1         dtiB1     ----> IsdnGetNetType(LineDev:1) returns: 0x3 due to (SrlSendAtomicRequestAndWait failed)
10/10/2019 23:38:42.560   2104        3420 libisdnr..ll dtiB1      ERR1         dtiB1     ----> IsdnOpen() returns:-1 due to (IsdnGetNetType() failed)
10/10/2019 23:38:42.560   2104        3420 spwrgcis                ERR1         gcis                  dtiB1T1   ::::> gcis_alarmdb_insert() returns -1 due to cc_Open(dtiB1) failed
10/10/2019 23:38:42.560   2104        3420 spwrvoice               ERR1         dxmain                          ==<== GetValidDeviceInfo(): SrlGetDeviceInfo() failed! returns NULL
10/10/2019 23:38:42.560   2104        3420 spwrvoice               ERR1         dxmain                          ==<== GetValidDeviceInfo(): SrlGetDeviceInfo() failed! returns NULL
10/10/2019 23:38:42.560   2104        3420 spwrvoice               ERR1         dxmain                          <==== dx_set_lasterr(SrlDevice 0, NewError 7): GetValidDeviceInfo() failed! returns -1
10/10/2019 23:38:42.560   2104        3420 spwrvoice               ERR1         dxmain                          ==<== GetValidDeviceInfo(): SrlGetDeviceInfo() failed! returns NULL
10/10/2019 23:38:42.560   2104        3420 spwrvoice               ERR1         dxmain                          ==<== GetValidDeviceInfo(): SrlGetDeviceInfo() failed! returns NULL
10/10/2019 23:38:42.560   2104        3420 spwrvoice               ERR1         dxmain                          <==== dx_set_lasterr(SrlDevice 0, NewError 7): GetValidDeviceInfo() failed! returns -1

 

It loos like Dialogic drivers cannot see some internal configuration setting (Dialogic's own logs show the internal function "IsdnGetNetType" returning a fail).

Was the "no power" event an abrupt power disconnect type situation that did not allow for orderly system shutdown?

Currently are only the Green colour LEDs on the back of the card lit? (The LEDs next to the RJ connector where the E1 trunks are plugged in)

Or are there some other colour LEDs lit up as well now?

Recommend stopping VoiceGuide and Dialogic services and using DCM to "Restore Device Defaults" for each card and then going through the relevant settings in the Dialogic DCM and setting them to correct trunk types and ISDN protocols.

 

[Lukas]

Hi,

ok I checked the parameters on another card and the current one has lost one parameter. 

Thank you for your help