Event Log Error

[RTJeff88]

I just updated to version 7.3.2.0 last week, and yesterday, the IVR service stopped running and gave me this error:

 

Faulting application name: vgIvrService.exe, version: 7.3.2.0, time stamp: 0x509c4884

Faulting module name: libgc.dll, version: 3.0.0.62, time stamp: 0x4ad75fe9

Exception code: 0xc0000005

Fault offset: 0x0004756e

Faulting process id: 0x%9

Faulting application start time: 0x%10

Faulting application path: %11

Faulting module path: %12

Report Id: %13

 

 

What do I need to look for to correct this?

[SupportTeam]

libgc.dll is a Dialogic driver DLL.

 

Which version of Dialogic drivers is installed on this system?

 

Which Dialogic cards are used in this system?

 

Best to uninstall current Dialogic drivers (do not save configuration) then restart system and install the Dialogic drivers that are meant to be used with VoiceGuide v7.3.2 - These can be downloaded from the VoiceGuide downloads page.

[RTJeff88]

The driver version is 7.0.1.32.

 

I believe the card is D41JCT. The onsite tech is not available at the moment to verify the card model. However, according to Windows, it is a Dialogic D41JCY-LS, VFX41JCT-LS, D41JSF or D4PCI-U card.

[SupportTeam]

Please start Dialogic Configuration Manager (DCM) and then go to the Help->About menu in the DCM.

 

The driver version and update number is shown in the displayed 'About' box.

[RTJeff88]

According to DCM:

 

Card Model - D/4PCI-U

 

About:

Dialogic® System Release 6.0 PCI

Build Number: 261 Production

[SupportTeam]

The drivers that should be used with VoiceGuide v7.3.2 are the 'service update 269'.

 

The Dialogic drivers for use with VoiceGuide v7.3.2 can be downloaded from the VoiceGuide downloads page.

 

Please stop the VoiceGuide service and uninstall the current Dialogic drivers (do not save configuration) then restart system.

Ensure that the Dialogic directory has been fully removed.

Then install the Dialogic drivers that are meant to be used with VoiceGuide v7.3.2.