Status monitor end point not found

[D.H.]

Hi support,

Our system always popup this status monitor end point not found error, and then the line status stop working. Please check and advise how to solve.

[SupportTeam]

Did this start occurring recently? Or from very beginning when you installed v7.6.21? v7.6.21 was released over a year ago...

[D.H.]

It seems start from the beginning. Does it have known issue about this in version v7.6.21? Is it likely to be solved by version update?

[SupportTeam]

Looks like some anti-virus type software is blocking the ports from being opened.

Can you try disabling any anti-virus type software on your machine and then restart Windows. After Windows restart conform that the Anti-virus did stay turned off, confirm the VoiceGuide service has started, and then start the Line Status Monitor.

If you then still experience problems then please contact support@voiceguide.com directly an quote this support forum thread. If we can have a quick look at this machine the we can probably establish what the issue is here.

eg: maybe some other software is using the tcp port 7134 on this system? I which case you can set the Line Status Monitor to use named pipes (net.pipe) or http method to connect instead.

[SupportTeam]

After disabling any anti-virus type software on your machine and restarting Windows please post the vgEngine trace created when VoiceGuide service is started afterwards. 

We can then see what is happening on this system at startup time.

[D.H.]

Hi support,

We does not install anti-virus on that system, we also disabled the firewall but still have this issue. Attached is the trace/log, at around 9:40PM the problem appeared again, please check if there is any finding in the log.

0713_0000_vgEngine.txt.zip

[SupportTeam]

Are there any events/notifications in the Windows Events Log for around that time?

[SupportTeam]

Is this installation running in Evaluation mode?

Traces from your post from 2 weeks ago show that this installation is running in evaluation mode:

Quote

213255.946  20               reg   UNREGISTERED EVALUATION VERSION, lines: 30 id: CARD[GM018051]

In evaluation mode the software will only work for around 1 hour at a time, with full restart of all VoiceGuide programs/services required after 1 hour (mostly 1 hour, sometimes less)

[D.H.]

Hi Support,

yes, this is evaluation mode. So the problem should be solved with a valid license, right?

[SupportTeam]

Yes. Once licensed the software will work continuously without requiring periodic restarts.

[paul]

Hi Support team,

We still encounter status monitor end point not found error issue after applied valid license. Is it probably caused by Anti-virus program? Anyway to check and change the anti-virus program to solve the issue?

[SupportTeam]

Are you running the Status Monitor on the same system as VoiceGuide? Is this issue happening only sometimes or all the time?

Is the VoiceGuide software itself answering incoming calls and taking the callers through the callflow after you see this "Could not Connect" message? Have you placed calls into system to confirm?

Are there any events/notifications in the Windows Events Log for around that time?

 

Next time this happens please .ZIP up all the trace files for that day from VoiceGuide's \log\ subdirectory and post them here, and advise at what time the issue occurred.

We can the look in the trace logs to see if they show anything.

[paul]

Yes, the status monitor is running on same system as voiceguide and it happened sometimes.

The voiceguide still can take calls even should error shows, however, we does not notice other windows event/notification at that time.

There are different log files under the log folder, could you specify which you want to check in case it happen again?

[SupportTeam]

Please .ZIP up all the trace files for that day There could be 5+ different files.

Advise the time when the message appeared and take screenshot of the message and the Status Monitor. The Status Monitor should show in the status bar at bottom the last time the status was retrieved from system successfully.

Also please check if there any events/notifications in the Windows Events Log for around that time.