Distant DBA Report post Posted 06/26/2023 10:08 AM Hello. Our VoiceGuide Status Monitor v7.7.3 produced a General Exception error at the weekend - "The open operation did not complete within the allotted timeout of 00:00:02. The time allotted to this operation may have been a portion of a longer timeout." I was able to use the system tray tool to start the service again, and appears to be working correctly. The line status monitor is reporting that we are now running EVALUATION with 20 minute restart required, however we have a valid licence and so far (2hrs) no restart has been required. Below is from vgEngine log file around the time of the issue: 223000.858 38 stats BackupStaticsIntoBins zStatsIvrCall dtStart=24/06/2023 22:00:00, dtNowChopped=24/06/2023 22:30:00 230000.828 35 stats BackupStaticsIntoBins zStatsIvrCall dtStart=24/06/2023 22:30:00, dtNowChopped=24/06/2023 23:00:00 230007.0602980 ERROR v7.7.3 - 7.7.8493.18753 (2023-04-03 10:25:04.75) LoadAnyUpdatedScripts : System.OutOfMemoryException: Exception of type 'System.OutOfMemoryException' was thrown. at System.Text.StringBuilder.ToString() at System.Text.StringBuilderCache.GetStringAndRelease(StringBuilder sb) at System.DateTimeFormat.FormatCustomized(DateTime dateTime, String format, DateTimeFormatInfo dtfi, TimeSpan offset) at System.DateTimeFormat.Format(DateTime dateTime, String format, DateTimeFormatInfo dtfi, TimeSpan offset) at System.DateTimeFormat.Format(DateTime dateTime, String format, DateTimeFormatInfo dtfi) at System.DateTime.ToString() at vgEngine.srLibUtilityFunctions.LoadAnyUpdatedScripts() 230017.67299002 ERROR v7.7.3 - 7.7.8493.18753 (2023-04-03 10:25:04.75) MainUnhandledExceptionEventHandler : System.OutOfMemoryException: Exception of type 'System.OutOfMemoryException' was thrown. at System.ServiceModel.Channels.MessagePatterns.TryCreateMessage(Byte[] buffer, Int32 offset, Int32 size, BufferManager bufferManager, BufferedMessageData messageData) at System.ServiceModel.Channels.BinaryMessageEncoderFactory.BinaryMessageEncoder.ReadMessage(ArraySegment`1 buffer, BufferManager bufferManager, String contentType) at System.ServiceModel.Channels.ServerSessionPreambleConnectionReader.ServerFramingDuplexSessionChannel.ServerSessionConnectionReader.DecodeMessage(Byte[] buffer, Int32& offset, Int32& size, Boolean& isAtEof, TimeSpan timeout) at System.ServiceModel.Channels.SessionConnectionReader.DecodeMessage(TimeSpan timeout) at System.ServiceModel.Channels.SessionConnectionReader.OnAsyncReadComplete(Object state) at System.ServiceModel.Channels.SocketConnection.FinishRead() at System.ServiceModel.Channels.SocketConnection.OnReceiveAsync(Object sender, SocketAsyncEventArgs eventArgs) at System.ServiceModel.Channels.SocketConnection.OnReceiveAsyncCompleted(Object sender, SocketAsyncEventArgs e) at System.Net.Sockets.SocketAsyncEventArgs.OnCompleted(SocketAsyncEventArgs e) at System.Net.Sockets.SocketAsyncEventArgs.FinishOperationSuccess(SocketError socketError, Int32 bytesTransferred, SocketFlags flags) at System.Net.Sockets.SocketAsyncEventArgs.CompletionPortCallback(UInt32 errorCode, UInt32 numBytes, NativeOverlapped* nativeOverlapped) at System.Threading._IOCompletionCallback.PerformIOCompletionCallback(UInt32 errorCode, UInt32 numBytes, NativeOverlapped* pOVERLAP) 230017.67299002 EXCEPTION_MAIN_UNHANDLED IsTerminating=True 230017.73999002 System.Diagnostics.Process (vgIvrService) - 230017.73999002 ------------------------------------- 230017.73999002 Physical memory usage : 1930694656 230017.73999002 Base priority : 24 230017.76599002 Priority class : RealTime 230017.77599002 User processor time : 12:12:52.9218750 230017.78499002 Privileged processor time : 00:27:40.8750000 230017.79399002 Total processor time : 12:40:33.8125000 230017.79399002 Paged system memory size : 9159288 230017.79399002 Paged memory size : 3902132224 230017.79399002 PeakWorkingSet64 : 2489962496 230017.79399002 PeakVirtualMemorySize64 : 4269846528 230017.79399002 PeakPagedMemorySize64 : 3902365696 230017.79399002 ------------------------------------- 230017.79399002 Physical memory usage: 1930694656 230017.79399002 Base priority: 24, Priority class: RealTime 230017.82299002 User processor time: 12:12:52.9218750, Privileged processor time: 00:27:40.9062500, Total processor time: 12:40:33.8437500 230017.82299002 Paged system memory size: 9159288, Paged memory size: 3902132224 230017.82299002 memory_GetCurrentProcess_PrivateMemorySize64 (MB) = 3902.13 230017.82299002 Peak physical memory usage: 2489962496, Peak paged memory usage: 3902365696, Peak virtual memory usage: 4269846528 230227.53699005 EXCEPTION_MAIN_UNHANDLED IsTerminating=True 230227.80899005 System.Diagnostics.Process (vgIvrService) - 230227.80899005 ------------------------------------- 230227.80899005 Physical memory usage : 1951772672 230227.80999005 Base priority : 24 230227.80999005 Priority class : RealTime 230227.81899005 User processor time : 12:12:55.1093750 230227.82799005 Privileged processor time : 00:27:41.0937500 230227.83699005 Total processor time : 12:40:36.2500000 230227.83699005 Paged system memory size : 9155136 230227.83699005 Paged memory size : 3902533632 230227.83699005 PeakWorkingSet64 : 2489962496 230227.83699005 PeakVirtualMemorySize64 : 4269846528 230227.83699005 PeakPagedMemorySize64 : 3902648320 230227.83699005 ------------------------------------- 230227.83699005 Physical memory usage: 1951772672 230227.83699005 Base priority: 24, Priority class: RealTime 230227.96499005 User processor time: 12:12:55.1406250, Privileged processor time: 00:27:41.1250000, Total processor time: 12:40:36.3125000 230227.96499005 Paged system memory size: 9155136, Paged memory size: 3902533632 230227.96499005 memory_GetCurrentProcess_PrivateMemorySize64 (MB) = 3902.53 230227.96499005 Peak physical memory usage: 2489962496, Peak paged memory usage: 3902648320, Peak virtual memory usage: 4269846528 230228.68199003 EXCEPTION_MAIN_UNHANDLED IsTerminating=True 230228.92299004 EXCEPTION_MAIN_UNHANDLED IsTerminating=True 230228.97399003 System.Diagnostics.Process (vgIvrService) - 230228.97399003 ------------------------------------- 230228.97399003 Physical memory usage : 1956327424 230228.97399003 Base priority : 24 230228.97399003 Priority class : RealTime 230228.98299003 User processor time : 12:12:56.1875000 230228.99299003 Privileged processor time : 00:27:41.2812500 230229.00399003 Total processor time : 12:40:37.4687500 230229.00399003 Paged system memory size : 9154912 230229.00399003 Paged memory size : 3902959616 230229.00399003 PeakWorkingSet64 : 2489962496 230229.00399003 PeakVirtualMemorySize64 : 4269846528 230229.00399003 PeakPagedMemorySize64 : 3902959616 230229.00399003 ------------------------------------- 230229.00399003 Physical memory usage: 1956327424 230229.00399003 Base priority: 24, Priority class: RealTime 230229.03199003 User processor time: 12:12:56.1875000, Privileged processor time: 00:27:41.3125000, Total processor time: 12:40:37.5312500 230229.03299003 Paged system memory size: 9154912, Paged memory size: 3902959616 230229.03299003 memory_GetCurrentProcess_PrivateMemorySize64 (MB) = 3902.96 230229.03299003 Peak physical memory usage: 2489962496, Peak paged memory usage: 3902959616, Peak virtual memory usage: 4269846528 230229.09399004 System.Diagnostics.Process (vgIvrService) - 230229.09399004 ------------------------------------- 230229.09499004 Physical memory usage : 1956556800 230229.09499004 Base priority : 24 230229.09499004 Priority class : RealTime Grateful for your assistance please. 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SupportTeam Report post Posted 06/27/2023 08:24 AM The reported error is an "OutOfMemory" error. Something that is running on your system is using up all the memory (RAM) and there is insufficient memory available for VoiceGuide to do even the basic task of checking if the script files have been updated. Are you perhaps running some VBScripts or are calling other processes from within VoiceGuide that result in memory being used and then not released? Recommend monitoring the memory usage on this system as the various external programs/script are ran to identify what causes the memory use. Share this post Link to post
Distant DBA Report post Posted 06/27/2023 03:29 PM Thank you for your reply. We have been running the same set of VoiceGuide scripts since 2017, starting with VoiceGuide version 7.5.10 and a few upgrades along the way. However, it is only since we are running v7.7.3 that we have seen this error. We use a "dedicated" Windows 10 PC i.e. not doing anything else except our VoiceGuide scripts and a 4-port Dialogic card. So, "something that is running on your system" would only be VoiceGuide. Our last installation was v7.6.43 and I logged the below topic. I understand that the subsequent v7.6.45 was released to address my below post. We never ran v7.6.45, instead going straight up to v7.7.3 and now see instability with memory. For that previous post we scheduled a nightly PC reboot task to mitigate the issue until a VoiceGuide upgrade was possible for us. Grateful for someone to take another look at this new issue, so that we don't have to schedule another regular reboot to mitigate this new fault. We are running Window 10 build 22H2 with 8GB of RAM, and no other software or applications apart from the OS, VoiceGuide with nine VGS script files, ESET antivirus. Our PC is typically showing < 50% memory used at all times - we do not see major fluctuations in memory usage. I could throw more memory at the PC, but at this point I don't know why I would be doing that. Our new v7.7.3 installation has been running for 20 days as of now. I did not reboot after the memory error at the weekend. I just restarted the VoiceGuide service. It is still running, and it is still reporting that it is unlicenced and will stop after 20 minutes. Grateful for your feedback. Share this post Link to post
SupportTeam Report post Posted 06/27/2023 11:55 PM Could you please .ZIP up the vgEngine log file for the day when this error occurred, and the vgEngine trace that started being created after the service restart. Please ensure both traces are .ZIPed up before posting them here. Did you have a chance to see what was the memory usage on the system before restarting the VoiceGuide service, and how that reading changed after the service restart? Using the Windows Resource Monitor to track the memory usage would be the next step. Please see: https://techcommunity.microsoft.com/t5/ask-the-performance-team/using-resource-monitor-to-troubleshoot-windows-performance/ba-p/375008 Looking at the thread that you linked from 8 months ago It looks like you have had a similar "OutOfMemory" issue when running v7.6.42. Please see the comment here: https://www.voiceguide.com/forums/topic/13985-voiceguide-unresponsive-large-vgstatusmonitor-log-file/?tab=comments#comment-45770 Quote VoiceGuide traces show the "System.OutOfMemoryException" error raised within VoiceGuide at 15:45:57 and 15:46:43 ... ... [traces] show that the system functioned after the errors ( OutOfMemoryException) logged in Windows' Event Viewer. .. Please also note that for business applications we recommend using a 'Server' grade version of Windows, not Win10. It was never established what caused the OutOfMemory situation, but it was noted that the HandleCount on the system was high: Quote In vgEngine trace as part of the "Run VBScript" module logging VoiceGuide logs the following line at 15:47:34 : 154732.407 31 systemstatus : AvailablePhysicalMemory=2767 MB, currentProcess.HandleCount=495114 Which shows there is over 2GB of physical memory available, but the "Handle Count" does seem a bit high. v7.6.45 included a change to the Line Status Monitor to prevent the LineStatusMonitor log file from being rapidly filled with error messages when that Line Status Monitor lost communications with main VoiceGuide Service (perhaps the link being lost was related to the OutOfMemory situation on the system?) v7.6.45 did not have any changes in it that would affect memory management or monitoring. from: https://www.voiceguide.com/forums/topic/13985-voiceguide-unresponsive-large-vgstatusmonitor-log-file/?do=findComment&comment=45767 Quote In the just released v7.6.45 of VoiceGuide the Line Status Monitor app should no longer rapidly fill it's vgStatusMonitor log with the error messages that you observed if a similar type of issue occurs. Share this post Link to post
Distant DBA Report post Posted 06/28/2023 11:49 AM (edited) Thanks for your reply, requested files attached. I did not note memory usage before restart. I have just tried stopping and then starting the VoiceGuide service. Running usage 51%, after stop 49%, after restart 51%. Also noted, after restart the licence EVALUATION message is no longer present and the correct licence message "Registered to ..." is seen. Thanks for the link to ResMon usage. Our memory-related issues have occurred outside of our business hours so we have been unable to monitor the "live" situation. Note as well that the latest issue did not coincide with an incoming call. The previous call logged was 3-4hrs prior to the service crash. Edited 06/30/2023 06:52 AM by SupportTeam Share this post Link to post
Distant DBA Report post Posted 06/28/2023 12:52 PM Hi. Additional info from our Event Viewer shows a .NET Runtime error followed by an Application error: Application: vgIvrService.exe Framework Version: v4.0.30319 Description: The process was terminated due to an unhandled exception. Exception Info: System.OutOfMemoryException at System.ServiceModel.Channels.MessagePatterns.TryCreateMessage(Byte[], Int32, Int32, System.ServiceModel.Channels.BufferManager, System.ServiceModel.Channels.BufferedMessageData) at System.ServiceModel.Channels.BinaryMessageEncoderFactory+BinaryMessageEncoder.ReadMessage(System.ArraySegment`1<Byte>, System.ServiceModel.Channels.BufferManager, System.String) at System.ServiceModel.Channels.ServerSessionPreambleConnectionReader+ServerFramingDuplexSessionChannel+ServerSessionConnectionReader.DecodeMessage(Byte[], Int32 ByRef, Int32 ByRef, Boolean ByRef, System.TimeSpan) at System.ServiceModel.Channels.SessionConnectionReader.DecodeMessage(System.TimeSpan) at System.ServiceModel.Channels.SessionConnectionReader.OnAsyncReadComplete(System.Object) at System.ServiceModel.Channels.SocketConnection.FinishRead() at System.ServiceModel.Channels.SocketConnection.OnReceiveAsync(System.Object, System.Net.Sockets.SocketAsyncEventArgs) at System.ServiceModel.Channels.SocketConnection.OnReceiveAsyncCompleted(System.Object, System.Net.Sockets.SocketAsyncEventArgs) at System.Net.Sockets.SocketAsyncEventArgs.OnCompleted(System.Net.Sockets.SocketAsyncEventArgs) at System.Net.Sockets.SocketAsyncEventArgs.FinishOperationSuccess(System.Net.Sockets.SocketError, Int32, System.Net.Sockets.SocketFlags) at System.Net.Sockets.SocketAsyncEventArgs.CompletionPortCallback(UInt32, UInt32, System.Threading.NativeOverlapped*) at System.Threading._IOCompletionCallback.PerformIOCompletionCallback(UInt32, UInt32, System.Threading.NativeOverlapped*) Ten seconds later: Faulting application name: vgIvrService.exe, version: 7.7.3.0, time stamp: 0x642ca86a Faulting module name: KERNELBASE.dll, version: 10.0.19041.2965, time stamp: 0xf18c1c30 Exception code: 0xe0434352 Fault offset: 0x0013d6c2 Faulting process ID: 0xef4 Faulting application start time: 0x01d99939ee967a63 Faulting application path: C:\Program Files (x86)\VoiceGuide\vgIvrService.exe Faulting module path: C:\Windows\System32\KERNELBASE.dll Report ID: ea050054-593e-45a2-a932-24f08ce0b226 Faulting package full name: Faulting package-relative application ID: Our .NET release is 528372. Hope this helps. Share this post Link to post
SupportTeam Report post Posted 06/29/2023 01:05 AM Could you please .ZIP up and post all the vgEngine log files from the 25th of June (filename start with the '0625_' prefix) and vgEngine log files that were created before the 0626_0824_vgEngine file that started being created when the VoiceGuide service was restarted. Please ensure all traces are .ZIPed up before posting them here. Share this post Link to post
Distant DBA Report post Posted 07/03/2023 03:44 PM (edited) Please see attached zip file for all logs. System failed on 24th June (Saturday night) and was restarted 26th June (Monday morning) so no files from 25th June (Sunday). System has remained stable since this event. Kind regards, Gary Edited 07/04/2023 12:35 PM by SupportTeam Share this post Link to post
SupportTeam Report post Posted 07/05/2023 09:46 AM We tested v7.7.3 extensively when running both on Windows Server and in Windows 10 Pro 22H2 and we cannot replicate the Handle usage or memory issues that you have ran into on your system. We have had extra logging added to VoiceGuide v7.7.4 to track memory and handle usage after each call to JavaScript/VBScript modules, Web Service modules and Evaluate Expression modules - which we can see you are using as part of your script. Would recommend updating system to that version once that is released to allow you to precisely track what is happening with Handles and Memory as each call arrives into your system. Maybe this will allow us to better see at what stage is memory getting used up on your system. NB. This extra information is logged at trace level 8, so inclusion in trace logs can be controlled by setting the trace level in VG.INI, and can be further controlled using "incl_memorystatus" / "excl_memorystatus" flags in VG.INI. Share this post Link to post
Distant DBA Report post Posted 07/05/2023 10:47 AM Many thanks for your response - appreciate that this is difficult to replicate, and so far we have only seen this issue once in the five week period that we have been running our live system on v7.7.3 We will upgrade to v7.7.4 at our earliest opportunity. Share this post Link to post
Distant DBA Report post Posted 07/31/2023 01:16 PM Hello support. We upgraded to v7.7.4 but after 17 days running we experienced a similar (if not same) issue: system received last telephone call ending approx 21:00 on a Friday night, system appears to hang at midnight. Saturday on-call tech noticed the unresponsive IVR system and restarted the service but unfortunately did not take a note of general memory usage. System is running normally again, no PC reboot since the incident and memory usage sits at 50% of the 8GB installed. Please advise if there is anything useful I can provide, in order to investigate this latest incident. We installed v7.7.4 "out-of-the-box" so no changes to config files for additional monitoring. If there are any flags we should set, please advise. Kind regards, Gary Share this post Link to post
SupportTeam Report post Posted 07/31/2023 09:40 PM Please .ZIP up and post the VoiceGuide traces for that day. Both the vgEngine and the ktTel traces. We can then better see what is happening on this system and advise. Share this post Link to post
Distant DBA Report post Posted 08/01/2023 11:48 AM ZIP file attached. Original timestamps for files are as follows: 0728_ktTel.txt last modified 2023-07-28 at 20:59 (end of last telephone call) 0728_0000_vgEngine.txt last modified 2023-07-29 at 00:00 (time of system hang) 0729_0000_vgEngine.txt last modified 2023-07-29 at 08:43 (time of on-call tech investigating - actual service restart appears to be 09:16:51) 0729_ktTel.txt last modified 2023-07-29 at 22:01 The last file suggests that the system was still trying to respond, but would trigger ERROR ReadDataInotMemBuff malloc fail allocation. This error does not always occur at the same point in the process. 2023-07-28.zip Share this post Link to post
SupportTeam Report post Posted 08/01/2023 09:45 PM We can see high memory usage on this system, and VoiceGuide not being able to perform actions because it cannot allocate memory in preparation to perform these actions. Actions like reading in sound file data from hard disk, or preparing to run JavaScipt/VBScript modules. Can you please .ZIP up all the vgEngine trace files from the time of the VoiceGuide service startup (20 or so days ago) and forward them to support@voiceguide.com, referencing this thread in the email. Please include the vgEngine created after service was restarted on the 29th. Share this post Link to post
SupportTeam Report post Posted 08/04/2023 08:03 AM Provided traces from 12th July to 30th July show that on this system the "HandleCount" of the process increases at a steady rate of about 20 handles per minute. All the time. Even when there is no traffic on the system - the HandleCount keeps going up. eg: On 12th July last call was at 9:03pm and the memory tracing showed handle count as being 19406 , and then on the 13th July the first call was at 7:06am and the handle count was reported as 31601. increase of 12195 handles in the 10 hours and 3 minutes overnight when no calls arrived into the system. Then during the day on 13th July @ 7:06am count was 31601 and at last call at 7:31pm count was 46963. Increase of 15362 handles in 12 hours 25 minutes. Then during the night from 13th to 14th July the count went from 46963 @ 7:31pm to 60753 @ 6:56am - increase of 13790 in 11:25 hours. and so on. We went through every count at beginning of day and end of day and then overnight when no calls were handled by the system until July 29th - and the same handles per minute use rate was observed. Handle count got to 473661 at 7:22am 28th July, and later that day memory problems started affecting VoiceGuide's ability to fully execute IVR scripts. Needless to say we have not observed any such behavior on any of our test systems, and we have not seen such reports from anybody else previously. You mention that you have ESET antivirus running on this system. We are not familiar with how that software operates but our next step would be to remove that variable. Some anti-virus and similar apps do not remove themselves fully on uninstall. So our recommended next step would be: Reformat hard disk. Install clean Windows release from Microsoft - delete all existing partitions on this system and recreate just one single partition at install time. to further ensure its a fresh install into a clean freshly formatted partition. Install Dialogic drivers. Install VoiceGuide. (you may need to install .NET 4.8 here - make sure to obtain it direct from Microsoft) Do not install anything else. No matter how small and insignificant it may seem. Do not configure any monitoring options in Windows etc. Monitor system memory usage as reported in vgEngine traced for next few days. Also, which version of Windows 10 are you using on this system? Are you able to use Windows Server? Say Windows Server 2016 or 2019? You would be able to use it in evaluation mode for 6 months (?) and Microsoft allows multiple 6 month rearms afterwards. We have also added some more memory debugging to next version of VoiceGuide, so vgEngine log file will additionally show memory usage every hour to let us better monitor for process handle usage when no calls are handled by the system overnight. And here are couple of the relevant excerpts from the provided traces: 12th July: 210309.019 2042 memorystatus AvailablePhysicalMemory (MB) : 4056 210309.021 2042 Process: : System.Diagnostics.Process (vgIvrService) 210309.021 2042 ------------------------------------ 210309.021 2042 PrivateMemorySize (MB) : 434 210309.021 2042 WorkingSet64 (MB) : 248 210309.021 2042 VirtualMemorySize64 (MB) : 762 210309.021 2042 ------------------------------------ 210309.021 2042 PagedMemorySize64 (MB) : 434 210309.021 2042 PagedSystemMemorySize64 (MB) : 1 210309.021 2042 NonpagedSystemMemorySize64 (MB) : 0 210309.021 2042 ------------------------------------ 210309.021 2042 Peak WorkingSet64 (MB) : 248 210309.021 2042 Peak VirtualMemorySize64 (MB) : 771 210309.021 2042 Peak PagedMemorySize64 (MB) : 434 210309.021 2042 ------------------------------------ 210309.021 2042 Threads : 53 210309.021 2042 HandleCount : 19406 210309.021 2042 ------------------------------------ 28th July: 072235.602 8 memorystatus AvailablePhysicalMemory (MB) : 2930 072235.642 8 Process: : System.Diagnostics.Process (vgIvrService) 072235.642 8 ------------------------------------ 072235.642 8 PrivateMemorySize (MB) : 3566 072235.642 8 WorkingSet64 (MB) : 1624 072235.642 8 VirtualMemorySize64 (MB) : 3941 072235.642 8 ------------------------------------ 072235.642 8 PagedMemorySize64 (MB) : 3566 072235.642 8 PagedSystemMemorySize64 (MB) : 8 072235.642 8 NonpagedSystemMemorySize64 (MB) : 0 072235.642 8 ------------------------------------ 072235.642 8 Peak WorkingSet64 (MB) : 1624 072235.642 8 Peak VirtualMemorySize64 (MB) : 3946 072235.642 8 Peak PagedMemorySize64 (MB) : 3566 072235.642 8 ------------------------------------ 072235.642 8 Threads : 51 072235.642 8 HandleCount : 473661 072235.642 8 ------------------------------------ Share this post Link to post
SupportTeam Report post Posted 12/01/2023 11:09 AM It looks like the "ESET Antivirus" was responsible for gradually using up all the memory on this system... Share this post Link to post
Distant DBA Report post Posted 12/07/2023 11:18 AM Hi SupportTeam. I disagree with the conclusion you have arrived at. As recommended in your earlier post we removed ESET completely, and we ran v7.7.4 and faced the same issues after about two weeks. We then used task scheduler to set up a stop / start of the VoiceGuide service on a weekly basis; this mitigates the VoiceGuide crash issue and is also much quicker than a PC reboot. In doing so, we also preserved the HandleCount seen in Task Manager. We watched this climb above 2 million without any detrimental impact on the PC or VoiceGuide. We only rebooted as necessary for a Windows 10 update. We have now reinstalled ESET on this system, and running as above - weekly VoiceGuide service restart, and only rebooting when required by Windows updates. This has achieved stability for our system, but ESET is not the root cause. Just to note, in both configurations (with / without ESET) we see overall memory usage remaining fairly constant on Task Manager. Looking at a process-level, the highest memory usage is vglvrService using 230MB. By contrast, ESET is using 42MB. Also noted, I checked this support forum and your download page on 27th November. At that point there was no response to this case but the download page had reverted to version 7.6.45 as the latest available download. Today I see version 7.7.4 is back on you download page, however the file size is different to the 7.7.4 file we downloaded in July so it is in some way different. Please advise if there is a need for us to download and install the "new" v7.7.4 on our system, e.g. for ongoing support purposes? Kind regards, Gary Share this post Link to post
SupportTeam Report post Posted 12/07/2023 09:01 PM Quote We then used task scheduler to set up a stop / start of the VoiceGuide service on a weekly basis ... . In doing so, we also preserved the HandleCount seen in Task Manager. We watched this climb above 2 million without any detrimental impact on the PC or VoiceGuide. We only rebooted as necessary for a Windows 10 update. By writing the above did you mean that, on this system, even when you restarted the service, the HandleCount did not reduce, and the HandleCount value kept on growing? At the rate that we saw HandleCount increasing on this system (constant 20 handles per minute, irrespective of traffic) it would take about 70 days to reach 2 million, and you say that the service was being restarted every 7 days, so it does seem like this what you are describing. HandleCount not changing on service restart is very odd. All memory/handles etc associated with a process should be freed when a process is stopped, and definitely should not somehow get automatically re-associated with the process after a new instance of that process is started... So looks like something is interfering with the normal services restart process on your system... Was ESET just removed using its uninstaller? Or was the hard disk(s) reformatted and then only just Windows + HMP + VoiceGuide installed - as per the previous suggestion made in the post from 4th August? Some anti-virus type software do not actuallly fully remove themselves after using their own uninstaller. The only certain way to ensure removal is to wipe hard disk and reinstall Windows from scratch. As advised before, we have not seen reports of HandleCount rising like this from any other users, and have not been able to replicate this issue ourselves on any of our test servers, so there is something specific to your system that is causing this issue. Next best step would be to establish what these handles actually are. You could try using ProcMon or Process Explorer to see what are the handles that are being opened. https://learn.microsoft.com/en-us/sysinternals/downloads/procmon https://learn.microsoft.com/en-us/sysinternals/downloads/process-explorer There is also a Handle utility: https://learn.microsoft.com/en-us/sysinternals/downloads/handle and WinDbg can be used as well: https://learn.microsoft.com/en-us/windows-hardware/drivers/debuggercmds/-handle From previously posted traces we can see that the version that you are using right now gives you sufficient "memory status" logging that includes the PrivateMemorySize/VirtualMemorySize/etc as well as the HandleCount, so no need to update VoiceGuide itself. Share this post Link to post
