Upgrade Woes - System Down

[RhysD]

Since attempting to upgrade from 4 lines to 12 lines we have run into a serious problem and the system is now not operating.

 

The story so far

- we purchased and installed (from Katalina, via Sasco) a Dialogic D4/PCI card and Voiceguide 4 line enterprise system, which has been

running ok for 3-4 weeks.

 

- last week we purchased (from Katalina, via Versa.Net) 2 D4/PCIU cards. According to DCM and VoiceGuide they were operating normally.

However we discovered we needed to upgrade our VoiceGuide licence from 4 to 12 lines.

 

This is what happened today.

 

1. Applied the new VoiceGuide enabling code

 

2. Line 5 gave 'wave driver not installed', Lines 6 and up gave 'initialising'

 

3. Uninstalled Dialogic software

 

4. Restarted PC

 

5. Reinstalled Dialogic software

 

6. Restarted PC

 

7. Ran DCOM. Got a 'Select Computer' dialogue (i.e. local/remote).

Ran Autodetect Found 1 card (the original)

- with 'Start all devices or start none' selected, none started. Got 'Error starting Dialogic Service'

- with 'Start Selective - good only' selected, the first (old) card started.

 

8. Ran VoiceGuide Config Wizard. Dialogic not i list of devices. Chose Add/Remove/Configure line devices.

 

Found Dialogic card in Advanced tab. Selected Configure and then Detect Boards.

 

Got 'no started boards found'. In Windows Service Manager, Dialogic System Service is running, Dialogic SS7 service is not running

and refuses to start.

 

Help!

[SupportTeam]

2. Line 5 gave 'wave driver not installed', Lines 6 and up gave 'initialising'

When using v5 of VoiceGuide you need to reinstall TAPI and Wave drivers after adding/removing Dialogic cards.

 

Did you install the TAPI/Wave drivers when you reinstalled the Dialogic drivers?

 

As a more general note we'd highly recommend you look at using VG for Dialogic if you are running a 12 port Dialogic card system.

Ran Autodetect Found 1 card (the original)

Is each card's Selector switch set to a different ID? It's the grey switch on the top of the card's spine.

It sounds like the cards were being detected before though, as you mention that:

2. Line 5 gave 'wave driver not installed', Lines 6 and up gave 'initialising'

Did you move the cards around in the PCI slots since that time?

You may want to check in BIOS if all the PCI slots that you are using are configured the same with the same sets of Interrupts available to them etc.

Dialogic SS7 service is not running and refuses to start.

Not too sure how the SS7 stack wound up getting installed... but it really does not matter - you do not need it running when using Analog cards attached to POTS or PBX lines. (I don’t think you have SS7 signaling lines coming in(?) )

[RhysD]

Thanks for the prompt response, but ..

 

>When using v5 of VoiceGuide you need to reinstall TAPI and Wave drivers after adding/removing Dialogic cards.<

 

I have now removed and reinstalled both Dialogic and Voiceguide software *several* times, rebooting between removing and reinstallation, and manually deleting all Dialogic files on at least one occasion.

 

>vg for Dialogic<

Is this just a matter of applying the patch on your download page to an existing vg installation?

 

>other suggestions<

The PC case has not been opened since the 2nd and 3rd cards were installed and they appeared to be working ok at that time - DCM found them and reported they were working ok. It does not do so now though - could the card(s) have failed?

 

Other possibilities

- could there be some corrupt registry entries? Could the combination of 1 D/4PCI and 2 D/4PCIU cards be causing problems?

 

Tx

Rhys

[SupportTeam]

I have now removed and reinstalled both Dialogic and Voiceguide software *several* times, rebooting between removing and reinstallation, and manually deleting all Dialogic files on at least one occasion.

Did that include setting up the TAPI and Wave drivers? As per: http://www.voiceguide.com/vghelp/html/Inst...allDialogic.htm

>vg for Dialogic<

Is this just a matter of applying the patch on your download page to an existing vg installation?

No. You need to reinstall VoiceGuide as well. Instructions are supplied in the VoiceGuide for Dialogic download.

>other suggestions<

The PC case has not been opened since the 2nd and 3rd cards were installed and they appeared to be working ok at that time - DCM found them and reported they were working ok. It does not do so now though - could the card(s) have failed?

I'd say the odds that both cards have failed at the same time together are pretty low...

Much more likely is that by now something is wrong with Dialogic registry entries or DLL files in System32 etc.

Could the combination of 1 D/4PCI and 2 D/4PCIU cards be causing problems?

No, wouldn't suspect that. Also, they did show up beforehand...

 

At this stage its probably best to just reformat the HD and then install Windows and the install Dialogic drivers and see if you can detect all 3 cards OK in DCM.

 

Don’t bother progressing any further unless you can detect all 3 cards in DCM and can start the service from within DCM.

 

When all 3 cards are detected then follow instructions from “VG for Dialogic” update.

[RhysD]

Thanks, moving to the latest Dialogic drivers and vg for Dialogic solved the problem.