Upgrade Problem

[Guest miva]

We tried to upgrade one of our servers to the latest version of VG7 but ran into problems. It was a working environment and the only change was the upgrade in VG software. The new version would not run the service, it would attempt to start and then fail (see attached log). We believe the problem is related to this error "ERROR Load_Layer_ktTel_Dynamic did not complete".

 

We're running 6.0 build 61 Dialogic Drivers.

 

When the upgrade failed, we tried rolling back to the previous version which did start, but it will not run VB Scripts so is causing issues with some of our scripts.

 

Obviously we'd like to have the latest version of VG, so any help you can provide would be appreciated.

 

The dialogic card is DJCT300.

0517_1123_vgEngine.txt

[SupportTeam]

We're running 6.0 build 61 Dialogic Drivers.

 

Please download and install the version of Dialogic drivers that is intended to be used with VoiceGuide v7.

The drivers are available for download from our WWW Downloads page.

 

 

If after upgrade to correct drivers you still have this issue then most likely the old version of ktTelDialogicSR60.dll is currently on system (maybe it was still used/locked by Windows when new version was installed and hence was not updated)

 

Simplest way to fix that issue would be to manually delete ktTelDialogicSR60.dll from the C:\Program Files\VoiceGuide\ directory and then install the VG v7.1 again.

 

Please let us know if you still have problems after doing the 2 steps above.

[Guest miva]

Thanks for the quick response, it assisted us to get the service back up and running on the new version. However we have noted something odd, we use $RV_LINESINUSE as each call comes into the system to determine when we are approaching capacity for a given server. Since the upgrade, $RV_LINESINUSE is always showing as the total licenses rather than lines in use. We did test calls with no load on the server, and even just 1 test call (only call online) it said that the system was at maximum capacity (all lines in use).

[SupportTeam]

Could you please post the vgEngine trace (.ZIPed) capturing this.

[Guest miva]

Log attached (1 call online showing as 16).

0518_1113_vgEngine.zip

[SupportTeam]

Not sure why the $RV_LINESINUSE replacement did not work in that version.

Could you please update system to this version of VoiceGuide:

[old link removed]

and post vgEngine traces as before (.ZIPed) if you still encounter problems.

[Guest miva]

The new version appears to have resolved the problem with $RV_LINESINUSE. We're currently conducting further testing on our applications, but everything appears to be working so far, thanks.