Application Closes

[Guest jjfama]

We have had our voiceguide application for about 6 months now and have noticed that in recents months that the voiceguide application seems to close by itself. We have also noticed that at times when the IVR is called the caller will hear the prompt sound file not found. But when application is restarted the IVR works fine.

[Guest jjfama]

Here is additional information we got from the logs.

 

"Faulting Application VgMulti.exe, version 6.0.0.23.63, faulting module

libisdnr4.dll version 250.0.0.0 fault address 0x00012040"

 

"Faulting Application VgMulti.exe, version 6.0.0.23.63, faulting module

unknown, version 0.0.0.0 fault address 0x05b209e5"

[Guest jjfama]

More information

 

VoiceGuide Version is: v6.0.2363 and

 

Server OS: Windows 2003, Standard Edition, SP1

[SupportTeam]

Could you please post a copy of VoiceGuide's Debug Printout which captures the problem, this will allow us to see what happened.

 

Enable logging by setting the log levels to 10 in VG.INI as per below:

[Log]

 

VoiceGuide=10

NumberLoader=0

VoicemailManager=0

EmailSender=0

TapiWrapOcx=10

SapiWrapOcx=0

Then restart VG and make a test call which demonstrates the problem.

 

Debug Trace files will be created in VG's \log\ subdirectory.

 

Please post the traces and the VoiceGuide script used.

 

When posting traces/scripts please .ZIP them up and post them as attachments.

[Guest jjfama]

Here is a portion of the traces where the problem happened. I'm sorry I cannot post the script for you.

VG_logs.zip

[SupportTeam]

The traces don't really hint at anything.

 

Lets try updating to the latest current version of VG (v6.0.3107 currently) and please make sure to update the DLLs and OCXs as well - such unexplained crashes which you describe can usually be traced to some DLL/etc mismatch on the system.

 

What else is installed on this system? Which Dialogic/Intel cards and SR version is used?

[Guest jjfama]

Here is addtional information on our hardware/software configuration

 

We are using an Intel/Dialogic D/240JCT - T1 with Dialogic System Release SR5.1.1, Version DNA5, Build 30 Service Pack 3

 

We are also concerned that doing an upgrade might make the system worse rather than better.

 

Can you give us instructions on the OCX and DLL's that need to be updated.

[SupportTeam]

Please see the contents of the v6.0.3107 download to see which DLLS are new.

Instructions are included in that download.

 

The main thing that needs to be done is to unregister the KtTelControl.ocx using:

 

regsvr32 - u KtTelControl.ocx

 

(run above in the Windows' System32 directory)

 

Then overwrite the OCX with new one. Do not just rename the old OCX - if you want to back it up then back it up on floppy/USB or on another machine on network.

 

Then register the new OCX using:

 

regsvr32 - u KtTelControl.ocx

 

It would be good for you update to SR6.0 as well - I'm not sure if SR5.1.1 is certified for use on Win2003

Downlaod the SR6.0 SU110 (or later) - you will be able to install it and it does not have any time limits etc.