Voiceguide stopped suddenly

[D.H.]

Our customer's Voiceguide system stopped suddenly yesterday,, 15.5 the Windows event log shows error of attached image.

This issue rarely happens. Time shown in the screen capture of Windows event log is HK local Time. We checked the Voiceguide's ...vgEngine.txt log of 15.5, see nothing special, time in the vgEngine.txt are GMT time

1. Should we send you the vgEngine.txt for your studying?

2. What else should we send u for checking?

[SupportTeam]

Are there any Anti-virus type software installed on this system?

We sometimes get a report of something like this happening and it always ends up being linked to some 3rd party (non-Microsoft) anti-virus type software installed on the system and that anti-virus type software affecting VoiceGuide or Dialogic Drivers/HMP operation...

[D.H.]

Yes, there is Karpersky Internet Security installed. It has already run for more than 2 years, no such issue happen before. Furthermore, this is a offline system, not connected to internet.

Any other information we may send to you check?

[SupportTeam]

Given that you have a 3rd party Anti-Virus type software installed on your system, our recommendation would be to reformat the hard disk and then install just Windows and Dialogic Drivers (or HMP) and VoiceGuide software.

Reformat is usually necessary to be confident of full removal of the anti-virus.

Another general recommendation would be to update system to v7.7 of VoiceGuide. v7.7 has better logging which may assist in debugging should a similar issue occur in future.

[SupportTeam]

If you do not want to remove your Kaspersky Anti-Virus then you can just set the VoiceGuide IVR Service to automatically restart. You mention that you see this issue rarely (once a year or so?), so just setting it to restart automatically may be an adequate way to handle this in your case.

In the Windows Services Control Manager window, right-click on the "VoiceGuide IVR" service entry, and then from the popped up context menu select "Properties".
The Properties dialog will pop up, and on that dialog click the "Recovery" tab.
Then select the "Restart the Service" option for the "First failure", "Second failure", and "Subsequent failures" options.

See screenshot below: