Voiceguide Failed - Event Viewer Log

[RNagy]

Using Voiceguide 7 (latest version), Dialogic 6.0 D/4PCIUF card

 

Event log on Applications for Windows XP Pro shows the following:

 

Faulting application vgIvrService.exe, version 7.0.3.0, faulting module msvcr80.dll, version 8.0.50727.762, fault address 0x00012773.

 

Voiceguide then crashes. Intermittent problem

[SupportTeam]

Could you please post a copy of VoiceGuide's Trace Logs which capture the problem, this will allow us to see what happened.

 

Trace files are 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.

 

 

Which version of Dialogic System Release drivers is used on this system?

[RNagy]

Log files from 3-4 days

zip7208.zip

[RNagy]

Script file

Local50Answer.vgs

[SupportTeam]

Which version (Service Update) of Dialogic SR6.0 drivers is used on this system?

 

Are you able to post the Dr Watson log files for any of these problems?

 

There are many log files in the .ZIP provided. Can you advise of the time when this error occurred so that we know where in the log files we should be looking.

[RNagy]

The problem I am posting about occurred 6/30/2008 at 7:37 pm. I obtained the Dialogic drivers from the link on the Voiceguide Downloads.

 

Where is the Dr. Watson stuff you are referring to?

[SupportTeam]

The traces show many instances during which the service was unable to start due to missing DLLs and was not shutdown properly before being restarted.

 

Many of the shutdown anomalies in ktTel traces are preceeded by system not answering calls as the "Evaluation time has expired" (the ones where you can see a large ring count) but still it's strange to see so many abrupt halts in the traces afterwards.

 

Are you using a normal WinXP system or are you using some sort of virtualisation system?

 

Is anything else installed on this system apart from WinXP + Dialogic Drivers + VoiceGuide?

 

 

24th:

 

085912.706 3944 001 raise Ring 1

085912.706 3944 001 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

085915.534 3944 001 CtEventProcess (from store) idx=36, evtdev=1, crn=00000000, evttype=134, data=0D191060, len=16 (store: evinque=0, maxever=1)

085915.534 3944 001 ev TDX_CST (CST Event Received)

085915.534 3944 001 TDX_CST DE_TONEON cst_data=1000

085915.534 3944 001 tone description retrieve hli=00219358, iToneUserID[0]=1000 sToneUserName[0]=[FAX]

085915.534 3944 001 raise Dialogic TDX_CST 134 (1000 0 0 DE_TONEON FAX )

085917.768 2936 001 iTimer_RingsGoAway=100

085918.690 3944 001 CtEventProcess (from store) idx=37, evtdev=1, crn=00000000, evttype=134, data=00693238, len=4 (store: evinque=0, maxever=1)

085918.690 3944 001 ev TDX_CST (CST Event Received)

085918.690 3944 001 TDX_CST DE_RINGS data=1 ringcount=2 crn=10000003 (hli=00219358, hli->voicedev=1, hli->linedev=1) iCallDirection=1

085928.784 2936 001 iTimer_RingsGoAway=0 => Event_Ring(0)

 

 

133946.658 3624 001 raise Ring 48

133946.658 3624 001 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

133951.658 3772 001 iTimer_RingsGoAway=100

134001.565 3772 001 iTimer_RingsGoAway=0 => Event_Ring(0)

134001.565 3624 001 CTelProxy::Event_Ring begin (ring count=0)

134001.565 3624 001 raise Ring 0

 

 

155200.691 2988 001 raise Ring 28

155200.691 2988 001 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

155205.707 3168 001 iTimer_RingsGoAway=100

155213.285 2988 001 CtEventProcess (from store) idx=84, evtdev=1, crn=00000000, evttype=134, data=0F458D30, len=16 (store: evinque=0, maxever=1)

155213.285 2988 001 ev TDX_CST (CST Event Received)

155213.285 2988 001 TDX_CST DE_TONEON cst_data=1000

155213.285 2988 001 tone description retrieve hli=0021BB90, iToneUserID[0]=1000 sToneUserName[0]=[FAX]

155213.285 2988 001 raise Dialogic TDX_CST 134 (1000 0 0 DE_TONEON FAX )

155215.614 3168 001 iTimer_RingsGoAway=0 => Event_Ring(0)

155215.614 2988 001 CTelProxy::Event_Ring begin (ring count=0)

155215.614 2988 001 raise Ring 0

155243.005 2988 001 CtEventProcess (from store) idx=85, evtdev=1, crn=00000000, evttype=134, data=0F458D50, len=16 (store: evinque=0, maxever=1)

155243.005 2988 001 ev TDX_CST (CST Event Received)

155243.005 2988 001 TDX_CST DE_TONEON cst_data=1000

155243.005 2988 001 tone description retrieve hli=0021BB90, iToneUserID[0]=1000 sToneUserName[0]=[FAX]

155243.005 2988 001 raise Dialogic TDX_CST 134 (1000 0 0 DE_TONEON FAX )

 

 

155715.682 0396 xml sCurrConfig_Rule_key=[DialPrefix]

155715.682 0396 rule DialPrefix =

155715.682 0396 004 config line file load end

155715.697 0396 SetParam ConfigLine_Filename end

 

 

180002.475 0536 xml sCurrConfig_Rule_key=[DialPrefix]

180002.475 0536 rule DialPrefix =

180002.475 0536 004 config line file load end

180002.475 0536 SetParam ConfigLine_Filename end

 

200248.357 0544 xml sCurrConfig_Rule_key=[DialPrefix]

200248.357 0544 rule DialPrefix =

200248.357 0544 004 config line file load end

200248.373 0544 SetParam ConfigLine_Filename end

 

 

26th:

 

095529.231 1624 xml sCurrConfig_Rule_key=[DialPrefix]

095529.231 1624 rule DialPrefix =

095529.231 1624 004 config line file load end

095529.231 1624 SetParam ConfigLine_Filename end

 

 

134127.279 3888 004 raise Ring 16

134127.279 3888 004 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

134132.295 2336 004 iTimer_RingsGoAway=100

134142.201 2336 004 iTimer_RingsGoAway=0 => Event_Ring(0)

134142.201 3888 004 CTelProxy::Event_Ring begin (ring count=0)

134142.201 3888 004 raise Ring 0

 

 

154713.285 3156 004 raise Ring 46

154713.285 3156 004 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

154718.316 3308 004 iTimer_RingsGoAway=100

154728.207 3308 004 iTimer_RingsGoAway=0 => Event_Ring(0)

154728.207 3156 004 CTelProxy::Event_Ring begin (ring count=0)

154728.207 3156 004 raise Ring 0

 

 

174905.425 2688 004 raise Ring 56

174905.425 2688 004 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

174910.504 3208 004 iTimer_RingsGoAway=100

174919.457 2688 004 CtEventProcess (from store) idx=308, evtdev=4, crn=00000000, evttype=134, data=0F4527C0, len=16 (store: evinque=0, maxever=1)

174919.457 2688 004 ev TDX_CST (CST Event Received)

174919.457 2688 004 TDX_CST DE_TONEON cst_data=1012

174919.457 2688 004 tone description retrieve hli=09405F58, iToneUserID[0]=1012 sToneUserName[0]=[FAX]

174919.457 2688 004 raise Dialogic TDX_CST 134 (1012 0 0 DE_TONEON FAX )

174920.410 3208 004 iTimer_RingsGoAway=0 => Event_Ring(0)

174920.410 2688 004 CTelProxy::Event_Ring begin (ring count=0)

174920.410 2688 004 raise Ring 0

175016.066 2688 004 CtEventProcess (from store) idx=309, evtdev=4, crn=00000000, evttype=134, data=0F4527E0, len=16 (store: evinque=0, maxever=1)

175016.066 2688 004 ev TDX_CST (CST Event Received)

175016.066 2688 004 TDX_CST DE_TONEON cst_data=1012

175016.066 2688 004 tone description retrieve hli=09405F58, iToneUserID[0]=1012 sToneUserName[0]=[FAX]

175016.066 2688 004 raise Dialogic TDX_CST 134 (1012 0 0 DE_TONEON FAX )

175028.238 2688 004 CtEventProcess (from store) idx=310, evtdev=4, crn=00000000, evttype=134, data=0F454220, len=16 (store: evinque=0, maxever=1)

...

175135.160 2688 004 ev TDX_CST (CST Event Received)

175135.160 2688 004 TDX_CST DE_TONEON cst_data=1012

175135.160 2688 004 tone description retrieve hli=09405F58, iToneUserID[0]=1012 sToneUserName[0]=[FAX]

175135.160 2688 004 raise Dialogic TDX_CST 134 (1012 0 0 DE_TONEON FAX )

 

 

195450.736 2692 004 raise Ring 75

195450.736 2692 004 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

195455.783 3108 004 iTimer_RingsGoAway=100

195456.736 2692 004 CtEventProcess (from store) idx=341, evtdev=4, crn=00000000, evttype=134, data=00722678, len=4 (store: evinque=0, maxever=1)

195456.736 2692 004 ev TDX_CST (CST Event Received)

195456.736 2692 004 TDX_CST DE_RINGS data=0 ringcount=76 crn=1000000E (hli=09505F58, hli->voicedev=4, hli->linedev=4) iCallDirection=1

195456.736 2692 004 (4,CLIDINFO_CMPLT) error [128]:[Caller ID info/sub-msg not available]

195456.736 2692 004 (4,CLIDINFO_GENERAL) error [128]:[Caller ID info/sub-msg not available]

195456.736 2692 004 CLIDINFO_CALLID error [128]:[Caller ID info/sub-msg not available] assign strCLIDINFO_CALLID:

195456.736 2692 004 setting strCLIDINFO_CALLID to NOTAVAILABLE

195456.736 2692 004 (4,CLIDINFO_FRAMETYPE) error [128]:[Caller ID info/sub-msg not available]

195456.736 2692 004 caller id frame type: UNKNOWN [0x00]

195456.736 2692 004 pbx sent display information (D42 API) not supported on this card

195456.736 2692 004 pbx sent callid information (D42 API) not supported on this card

195456.736 2692 004 CTelProxy::Event_Ring begin (ring count=76)

195456.736 2692 004 raise Ring 76

195456.736 2692 004 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

 

 

215606.963 3340 004 raise Ring 48

215606.963 3340 004 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

215612.057 3484 004 iTimer_RingsGoAway=100

215620.979 3340 004 CtEventProcess (from store) idx=523, evtdev=4, crn=00000000, evttype=134, data=0F454030, len=16 (store: evinque=0, maxever=1)

215620.979 3340 004 ev TDX_CST (CST Event Received)

215620.979 3340 004 TDX_CST DE_TONEON cst_data=1012

215620.979 3340 004 tone description retrieve hli=093F5F58, iToneUserID[0]=1012 sToneUserName[0]=[FAX]

215620.979 3340 004 raise Dialogic TDX_CST 134 (1012 0 0 DE_TONEON FAX )

215621.948 3484 004 iTimer_RingsGoAway=0 => Event_Ring(0)

215621.948 3340 004 CTelProxy::Event_Ring begin (ring count=0)

215621.948 3340 004 raise Ring 0

215717.589 3340 004 CtEventProcess (from store) idx=524, evtdev=4, crn=00000000, evttype=134, data=0F453FE0, len=16 (store: evinque=0, maxever=1)

215717.589 3340 004 ev TDX_CST (CST Event Received)

215717.589 3340 004 TDX_CST DE_TONEON cst_data=1012

215717.589 3340 004 tone description retrieve hli=093F5F58, iToneUserID[0]=1012 sToneUserName[0]=[FAX]

215717.589 3340 004 raise Dialogic TDX_CST 134 (1012 0 0 DE_TONEON FAX )

215729.761 3340 004 CtEventProcess (from store) idx=525, evtdev=4, crn=00000000, evttype=134, data=0F454010, len=16 (store: evinque=0, maxever=1)

215729.761 3340 004 ev TDX_CST (CST Event Received)

215729.761 3340 004 TDX_CST DE_TONEON cst_data=1012

215729.761 3340 004 tone description retrieve hli=093F5F58, iToneUserID[0]=1012 sToneUserName[0]=[FAX]

215729.761 3340 004 raise Dialogic TDX_CST 134 (1012 0 0 DE_TONEON FAX )

215739.590 3340 004 CtEventProcess (from store) idx=526, evtdev=4, crn=00000000, evttype=134, data=0F453FE0, len=16 (store: evinque=0, maxever=1)

215739.590 3340 004 ev TDX_CST (CST Event Received)

215739.590 3340 004 TDX_CST DE_TONEON cst_data=1012

215739.590 3340 004 tone description retrieve hli=093F5F58, iToneUserID[0]=1012 sToneUserName[0]=[FAX]

215739.590 3340 004 raise Dialogic TDX_CST 134 (1012 0 0 DE_TONEON FAX )

 

 

30th:

 

145139.524 0540 003 fn DropCall(sLineId=3, sXMLOptions=[], iParam1=0)

145139.524 0540 003 TelDriver_DropCall(sXMLOptions=[])

145139.524 0540 003 dx_sethook(3) call

145139.524 0540 003 dx_sethook 3 DX_ONHOOK ok

145139.571 2956 003 CtEventProcess (from store) idx=47, evtdev=3, crn=00000000, evttype=135, data=00722DD8, len=4 (store: evinque=0, maxever=1)

145139.571 2956 003 ev TDX_SETHOOK (SetHook Completed)

145139.571 2956 003 set hli->pCTelProxyhli. current hli->pCTelProxyhli=06DA7798, pTelClientEvents=06DA7798

145139.571 2956 003 TDX_SETHOOK - is onhook

145139.571 2956 003 raise Dialogic TDX_SETHOOK 135 (0 0 0 DX_ONHOOK )

145139.571 2956 003 CTelProxy::Event_CallState m_pktTelProxyClient=007A1460

145139.571 2956 003 raise CallState LINECALLSTATE_IDLE

145139.571 0540 003 fn ReleaseCall(sLineId=3, crn=10000004, Param1=0)

145139.571 0540 003 TelDriver_ReleaseCall channelType=analog. just signal back that ReleaseCall completed

145139.571 2956 003 ec ec_stream not enabled. ec_stopch not called

145139.571 0540 003 CTelProxy::Event_CallState m_pktTelProxyClient=007A1460

145139.571 0540 003 raise CallState GCEV_RELEASECALL

145139.571 0540 003 TelDriver_ReleaseCall Event_CallState returned.

145139.618 3164 003 iTimer_RingIgnore_InGuardTimeAfterHangup=20

145140.620 3164 003 iTimer_RingIgnore_InGuardTimeAfterHangup=10

 

 

170427.324 2984 003 raise Ring 56

170427.324 2984 003 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

170432.402 3172 003 iTimer_RingsGoAway=100

170440.199 2984 003 CtEventProcess (from store) idx=312, evtdev=3, crn=00000000, evttype=134, data=0F452270, len=16 (store: evinque=0, maxever=1)

170440.199 2984 003 ev TDX_CST (CST Event Received)

170440.199 2984 003 TDX_CST DE_TONEON cst_data=1008

170440.199 2984 003 tone description retrieve hli=093F2FD0, iToneUserID[0]=1008 sToneUserName[0]=[FAX]

170440.199 2984 003 raise Dialogic TDX_CST 134 (1008 0 0 DE_TONEON FAX )

170442.308 3172 003 iTimer_RingsGoAway=0 => Event_Ring(0)

170442.308 2984 003 CTelProxy::Event_Ring begin (ring count=0)

170442.308 2984 003 raise Ring 0

170452.777 2984 003 CtEventProcess (from store) idx=313, evtdev=3, crn=00000000, evttype=134, data=0F453FE0, len=16 (store: evinque=0, maxever=1)

170452.777 2984 003 ev TDX_CST (CST Event Received)

170452.777 2984 003 TDX_CST DE_TONEON cst_data=1008

170452.777 2984 003 tone description retrieve hli=093F2FD0, iToneUserID[0]=1008 sToneUserName[0]=[FAX]

170452.777 2984 003 raise Dialogic TDX_CST 134 (1008 0 0 DE_TONEON FAX )

170509.199 2984 003 CtEventProcess (from store) idx=314, evtdev=3, crn=00000000, evttype=134, data=0F453A10, len=16 (store: evinque=0, maxever=1)

170509.199 2984 003 ev TDX_CST (CST Event Received)

170509.199 2984 003 TDX_CST DE_TONEON cst_data=1008

170509.199 2984 003 tone description retrieve hli=093F2FD0, iToneUserID[0]=1008 sToneUserName[0]=[FAX]

170509.199 2984 003 raise Dialogic TDX_CST 134 (1008 0 0 DE_TONEON FAX )

 

 

190128.580 2924 003 raise Ring 52

190128.580 2924 003 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

190133.596 3112 003 iTimer_RingsGoAway=100

190141.439 2924 003 CtEventProcess (from store) idx=608, evtdev=3, crn=00000000, evttype=134, data=0F453A50, len=16 (store: evinque=0, maxever=1)

190141.439 2924 003 ev TDX_CST (CST Event Received)

190141.439 2924 003 TDX_CST DE_TONEON cst_data=1008

190141.439 2924 003 tone description retrieve hli=093F2FD0, iToneUserID[0]=1008 sToneUserName[0]=[FAX]

190141.439 2924 003 raise Dialogic TDX_CST 134 (1008 0 0 DE_TONEON FAX )

190143.486 3112 003 iTimer_RingsGoAway=0 => Event_Ring(0)

190143.486 2924 003 CTelProxy::Event_Ring begin (ring count=0)

190143.486 2924 003 raise Ring 0

190154.018 2924 003 CtEventProcess (from store) idx=609, evtdev=3, crn=00000000, evttype=134, data=0F453A70, len=16 (store: evinque=0, maxever=1)

190154.018 2924 003 ev TDX_CST (CST Event Received)

190154.018 2924 003 TDX_CST DE_TONEON cst_data=1008

190154.018 2924 003 tone description retrieve hli=093F2FD0, iToneUserID[0]=1008 sToneUserName[0]=[FAX]

190154.018 2924 003 raise Dialogic TDX_CST 134 (1008 0 0 DE_TONEON FAX )

190210.440 2924 003 CtEventProcess (from store) idx=610, evtdev=3, crn=00000000, evttype=134, data=0F453FE0, len=16 (store: evinque=0, maxever=1)

190210.440 2924 003 ev TDX_CST (CST Event Received)

190210.440 2924 003 TDX_CST DE_TONEON cst_data=1008

190210.440 2924 003 tone description retrieve hli=093F2FD0, iToneUserID[0]=1008 sToneUserName[0]=[FAX]

190210.440 2924 003 raise Dialogic TDX_CST 134 (1008 0 0 DE_TONEON FAX )

 

 

193733.985 2944 003 raise Ring 1

193733.985 2944 003 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

193736.829 2944 003 CtEventProcess (from store) idx=148, evtdev=3, crn=00000000, evttype=134, data=0F458D30, len=16 (store: evinque=0, maxever=1)

193736.829 2944 003 ev TDX_CST (CST Event Received)

193736.829 2944 003 TDX_CST DE_TONEON cst_data=1008

193736.829 2944 003 tone description retrieve hli=093F2FD0, iToneUserID[0]=1008 sToneUserName[0]=[FAX]

193736.829 2944 003 raise Dialogic TDX_CST 134 (1008 0 0 DE_TONEON FAX )

193739.016 3144 003 iTimer_RingsGoAway=100

193739.969 2944 003 CtEventProcess (from store) idx=149, evtdev=3, crn=00000000, evttype=134, data=00722DD8, len=4 (store: evinque=0, maxever=1)

193739.969 2944 003 ev TDX_CST (CST Event Received)

193739.969 2944 003 TDX_CST DE_RINGS data=1 ringcount=2 crn=1000000C (hli=093F2FD0, hli->voicedev=3, hli->linedev=3) iCallDirection=1

193750.142 3144 003 iTimer_RingsGoAway=0 => Event_Ring(0)

 

 

225447.571 2884 003 raise Ring 32

225447.571 2884 003 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

225452.633 3112 003 iTimer_RingsGoAway=100

225500.430 2884 003 CtEventProcess (from store) idx=240, evtdev=3, crn=00000000, evttype=134, data=0F453CD0, len=16 (store: evinque=0, maxever=1)

225500.430 2884 003 ev TDX_CST (CST Event Received)

225500.430 2884 003 TDX_CST DE_TONEON cst_data=1008

225500.430 2884 003 tone description retrieve hli=093F2FD0, iToneUserID[0]=1008 sToneUserName[0]=[FAX]

225500.430 2884 003 raise Dialogic TDX_CST 134 (1008 0 0 DE_TONEON FAX )

225502.539 3112 003 iTimer_RingsGoAway=0 => Event_Ring(0)

225502.539 2884 003 CTelProxy::Event_Ring begin (ring count=0)

225502.539 2884 003 raise Ring 0

225529.446 2884 003 CtEventProcess (from store) idx=241, evtdev=3, crn=00000000, evttype=134, data=0F4520F0, len=16 (store: evinque=0, maxever=1)

225529.446 2884 003 ev TDX_CST (CST Event Received)

225529.446 2884 003 TDX_CST DE_TONEON cst_data=1008

225529.446 2884 003 tone description retrieve hli=093F2FD0, iToneUserID[0]=1008 sToneUserName[0]=[FAX]

225529.446 2884 003 raise Dialogic TDX_CST 134 (1008 0 0 DE_TONEON FAX )

[RNagy]

You mentioned DLLs were missing. Were these from Windows XP or Voiceguide? The computer is running XP pro and is dedicated to the voiceguide application only. I have a Microsoft Office DB I read from Voiceguide but nothing else is running

 

If you can give me an indication whether the DLLs are from Voiceguide, I would re-install VOiceguide. Otherwise I need to look at Windows XP. PLease advise on this. Thanks!

[SupportTeam]

You mentioned DLLs were missing. Were these from Windows XP or Voiceguide?

Some of the traces show VoiceGuide DLL ktTelDialogicSR60.DLL missing.

 

There are many abrupt ends in the log files as well suggesting abrupt ending of VoiceGuide app.

 

Symptoms like these can be caused by bad memory or other hardware related problems.

 

I'd try installing on another system if possible.

[RNagy]

Does Voiceguide 7 work ok on Windows XP Pro usually? With Net Frame 3.0? This is a brand new HP computer we are running

[SupportTeam]

Yes, WinXP is fine. And .NET 3.0 is a pre-requisite so all VoiceGuide v7 systems have .NET3.0 installed.

 

[RNagy]

The user wanted me to install and run as a service a program called "Windows Shutdown" This program was set to restart the computer every two hours. This was added in case the Voiceguide hung and nonone was there to restart it.

 

Does this have anything to do with the traces you sent? Or are the traces showing what happens on incoming phone calls?

[SupportTeam]

The user wanted me to install and run as a service a program called "Windows Shutdown" This program was set to restart the computer every two hours.

 

Well that would explain why we are seeing the problems with the traces ending abruptly...

 

We asked before:

Is anything else installed on this system apart from WinXP + Dialogic Drivers + VoiceGuide?

 

Also doing this will abruptly drop any current calls on the system, and abruptly terminating the software task like this without letting it gracefully shutdown may have other undesirable side effects.

 

There is no need to restart the machine like this. VoiceGuide v7 does not leak memory and there are no user reports of any crashes - and most of our users are using v7 a lot more intensively then you are.

 

We'd now recommend reformatting this system and reinstalling Windows (+MS Updates) and Dialogic SR6.0 drivers and VoiceGuide, and not installing anything else for now. You would then be able to see for yourself that the system is working.