Microsoft Error Message

[mike]

After the application was registered we are getting error messages on system restarts please see attached screen shots.

Edited 09/27/2006 10:51 PM by SupportTeam

[SupportTeam]

Of you are not seeing any problems when system is running then maybe some error occurs when you exit VoiceGuide - and then the error report you are seeing would show up next time Windows is restarted.

 

There have been some reports of such 'at exit' errors which are recognised by Windows but not reported till next system restart. We are trying to track down what could be causing these.

 

Please make a system config summary using sys_infoDNA.exe (see: http://www.voiceguide.com/suppTechnicalSupp.htm) and post it here.

 

Also please .ZIP up and post VoiceGuide logs - any errors should show up in there as well.

[mike]

Error 404

http://www.VoiceGuide.com/suppTechnicalSupp.htm) does not exist.

 

Go to main page: http://www.VoiceGuide.com

[SupportTeam]

the ")" at end modified the link. Try:

 

http://www.voiceguide.com/suppTechnicalSupp.htm

 

or click on the "Technical Support" in the left hand side menu.

[mike]

could you please remove the attachment on this post as per my email request.

[SupportTeam]

Attachment showing screenshots removed.

[mike]

Thanks for removing the initial attachments

New attachments

280906.txt

IVR_Test_scenarios.doc

[SupportTeam]

Screenshot shows that the error was reported at 1:07PM on 27th September.

 

Trace supplied is for 28th September. Do you have traces from 27th? It would be good to heave both the vgm and tw traces.

 

I told this error really only occurs when VoiceGuide is forcibly closed, and not exited by pressing the "Exit" command button or menu item.

 

Do you know what else was happening on the system on 1:07PM on 27th September?

 

Are you using Remote Desktop to remotely control this system? Different users logging in and forcibly logging of previous users will cause such errors on software exit - that's why we recommend using PCAnywhere for remote system control.

[mike]

This is approximately the time that the evaluation copy of the software was registered and the VG.ini file was changed

We are closing the app by using the exit button before restarting the system

we are using remote desktop login & logout user are the same.

is there a reference file that may not of been updated.

[SupportTeam]

We have encountered some strange error reporting by Windows on program exit if Remote Desktop is used to control the system.

 

I think you will find that no such problems occur if Remote Desktop is not used.

 

Those error reports are not affecting anything anyway - the software starts runs fine and processes all calls as expected, it's just something to do with Remote Desktop that results in the errors generated on exit.

 

As I understand it Remote Desktop logouts and logins can result in the open applications being forcibly closed...

 

If you have some logs from the time shown on the Windows' error report please .ZIP them up and post them here and we can have a look at them.

 

BTW. Are you using a Quad - Xeon based system? Screenshot of config screens shows four Xeon CPUs in this machine... Is this machine used to run apps other then VoiceGuide?

 

What else is installed on this machine apart form Win2003, Dialogic Drivers and VoiceGuide?

 

Which version of Dialogic Drivers is installed?

[mike]

Firstly could I point out that the errors only started to occur after registration, so what changes made in when we did the registration would relate to this, the evaluation copy did not produce these errors and we were restarting the server several times a day.

 

The server is only hosting VG, Dialogic 5.51.1 FP1, Cepstral and MS access software

The OS is windows 2003 server standard

[SupportTeam]

All that the registration does is to set flags in software which determine what options can be used when a script is ran while a call is on the system. It does not change how the software initialises and how the software exits.

 

It is easy to compare how the software functions in registered and unregistered mode - just rename file userinfo.ini to something else and restart VG to make it start in unregistered/evaluation mode, and rename it back to userinfo.ini and restart VG again to go back to registered mode.

 

To see what is actually causing the error what we need to look at here are the vgm and tw log files covering the time when the error was reported and we can then see what was happening with the system at that time.

[mike]

Here are the requested log files

0925tw.txt

0925vgm.txt

0926tw.txt

0926vgm.txt

0927tw.txt

0927vgm.txt

0928tw.txt

0928vgm.txt

[SupportTeam]

Have a look at traces on 1:07PM on 27th.

 

It shows that another instance of VoiceGuide was being started without the currently running version being shutdown properly:

130702.84 load start [D:\btstracker\testscript.vgs]

130702.84 MemStructVgs_ClearVgs [2]

130703.11 load end

130703.11 loaded Script Id 2: D:\btstracker\testscript.vgs

130703.13 0 Erasing Script (new loaded) Id 1

130703.13 0 VgsScriptFree [1]

130703.13 MemStructVgs_ClearVgs [1]

130704.44 0 ---------------------------------------------------

130704.47 0 VoiceGuide for Dialogic

130704.47 0 v6.0.3157

130704.47 0 ---------------------------------------------------

130704.48 0 rv global loaded >>><<<

130704.48 0 cti Inband Signaling Config file not specified

130721.73 1 event callstate OFFERING 1 2,0,0

130721.73 1 script interpretor: VgMulti v6.0.3157

130721.73 1 fired OFFERING event to listeners

130721.73 1 set LineState().hCall = 1 in LINECALLSTATE_OFFERING

here is what a trace looks like whewn VG is closed (by pressing the Exit button), and then new instance started again:

131529.20 0 btn Exit (4 lines)

131529.23 1 line state = 900

131529.23 2 line state = 0

131529.23 3 line state = 0

131529.23 4 line state = 0

131529.23 1 state Exiting...

131529.23 2 state Exiting...

131529.23 3 state Exiting...

131529.23 4 state Exiting...

131530.34 0 exit closing all channels start

131530.34 0 exit close dxxxB1C1(1)=> []

131530.34 0 exit close dxxxB1C2(2)=> []

131530.36 0 exit close dxxxB1C3(3)=> []

131530.36 0 exit close dxxxB1C4(4)=> []

131530.36 0 exit closing all channels end

131533.33 0 ---------------------------------------------------

131533.33 0 Stopping VoiceGuide (Dialogic) start

131533.33 0 v6.0.3157

131533.33 0 Stopping VoiceGuide (Dialogic) end

131533.33 0 ---------------------------------------------------

131537.30 0 ---------------------------------------------------

131537.33 0 VoiceGuide for Dialogic

131537.33 0 v6.0.3157

131537.33 0 ---------------------------------------------------

131537.33 0 rv global loaded >>><<<

131537.33 0 cti Inband Signaling Config file not specified

131539.44 0 init ApiMode=[DialogicGC]

131539.47 0 vm loading VMB data begin

131539.47 0 vm loading VMB data - about to delete old entries

131539.47 0 vm loading VMB data - sorting/ordering

131539.47 0 vm loading VMB data end

(above trace is taken from your logs, just 8 minutes later in the log of 27th).

 

We've seen this before on system which use MS Remote Desktop - new users log in on a different desktop - they do not see VG running on their version of Desktop so they start it again, and then you get errors as system has two instances of VG running on different desktops.

 

Best approach is to just use PCAnywhere, or WinVNC (www.realvnc.com).