Occasional 'application Error' Crash

[Guest Buzby]

Hi there,

 

I'm getting an occasional application error crash on both of my servers which is causing VoiceGuide to quit.

 

I haven't got a terrific amount of information about what causes the error, but I have got some log files from one of the servers which shows what was happening at the time of the crash. See attached files, and examine the time around the crash which occured at 14:52. You should be able to see from the logs that suddenly all logs stop recording at 14:52 until I spotted the problems at 14:57 then quit & restarted the server some time after 15:00

 

As one server is a failover for another the crashes seem to happen in sequence. The first server dies, then the failover shortly afterwards - I assume this is because the same person is recalling after getting cut off, and whatever they do that causes the first server to die probably causes the second one to die in the same manner.

 

Because of this I am not ruling out a programming error, however I would say that my script has been working quite successfully since about March this year, and it seems that this has only happened since I've upgraded to 6.0.3140. I could be wrong though! Any ideas/pointers?

 

Best wishes.

VG_logs.zip

[SupportTeam]

What is the actual error message? Can you please post a screenshot of the error?

 

Also, do you have any more traces capturing the problem? (from either same or the other server)

Please start running traces on both servers and post them here when you encounter another problem (along with screenshot of actual error message)

 

The last thing that the trace shows is that VoiceGuide started playing these two sound files:

c:\16480112113936_8_.vox, c:\16500220165135_14_.vox

Do you still have those two sound files on your system? Please .ZIP them up and post them as well.

 

What version of Windows and what version of Dialogic SR drivers are you using?

What is the Dialogic card used?

[Guest Buzby]

Hi again,

 

Sorry for the delay, been away on holiday for a few weeks. Servers are still crashing. Seems to be related to sound sample recording.

 

See screenshot of application error attached.

 

Have some more log files although not sure how much use they are. They were created with the Log Level set to '1'.

 

We are SR 5.1.1 with all the Service Packs applied. OS = Windows 2000 Professional. Dialogic card is a D/600JCT-1E1.

 

Any help much appreciated as usual.

Log.zip

[SupportTeam]

Have some more log files although not sure how much use they are. They were created with the Log Level set to '1'.

They would not be much use. Can you please set the logs to "10" and post when next error occurs.

We are SR 5.1.1 with all the Service Packs applied.

Is it possible for you to update to SR6.0?

 

What version of VoiceGuide was running when the screenshot was taken?

[Guest Buzby]

What version of VoiceGuide was running when the screenshot was taken?

The very latest one - 6.0.3164.

 

Is it possible for you to update to SR6.0?

Where do I obtain this from? I have looked in the Intel site but can only find Evaluation versions which shut down after 10 hours.

 

They would not be much use. Can you please set the logs to "10" and post when next error occurs.

I have now done this and will post another message when the server crashes next.

[SupportTeam]

We've spent some time doing some intensive testing with frequent recording stopping and re-starting and we have identified a bug which may be the same one that you encountered.

 

Please update to the just released v6.0.3168 which has a fix for this bug.

 

(backup any config/script/etc files you need before uninstalling existing version)

[Guest Buzby]

Interesting, yes, we found that our servers crashed when recording was taking place. However, it was not easily reproduced as we spent much time recording ourselves!

 

I've updated our installations and will let you know if we have any more problems.

 

Many thanks.