VoiceGuide Windows Service Crashing

[iTime]

Hello,

We've upgraded our VoiceGuide software to 7.6.10 and now it keeps crashing when trying to start the Voiceguide windows service.  It starts then stops right away.  We're using VoiceGuide 7.6.10, HMP 393, and .Net 4.7.2.  Below are the errors from Windows event log.

Faulting application name: vgIvrService.exe, version: 7.6.0.0, time stamp: 0x5d7ffb7c
Faulting module name: libipm_ipvsc.dll, version: 7.0.1.4, time stamp: 0x58f79f46
Exception code: 0xc0000005
Fault offset: 0x000430e0
Faulting process id: 0x10c0
Faulting application start time: 0x01d57f95986c21a3
Faulting application path: C:\Program Files (x86)\VoiceGuide\vgIvrService.exe
Faulting module path: C:\Program Files (x86)\Dialogic\HMP\lib\libipm_ipvsc.dll
Report Id: f49bde01-af83-4c56-be35-d79a682f8b17
Faulting package full name: 
Faulting package-relative application ID: 

 

1010_1300_vgEngine.zip

[SupportTeam]

Can you please post the ktTel traces from this system for last few days. We can then see system operation when an older version was used and compare with the updated version.

Please ensure to include a ktTel trace that captures the service startup when the older version was still running.

Please ZIP up traces before posting.

After posting the above traces please do this:

1. Uninstall VoiceGuide (backup your Config.xml and VG.INI and any modified scripts first)
2. Uninstall HMP
3. Reboot System (VM)
4. Install HMP and keep it in evaluation mode. Do NOT apply any HMP licenses.
5. Reboot System (VM) Again.
6. Start HMPs IPMediaServer.exe demo app and make a test call into the system from some VoIP phone by dialing IP address of your HMP system directly See here for more information on IPMediaServer.exe :https://www.voiceguide.com/vghelp/source/html/install_v7_dialogichmp.htm
7. If call to the IPMediaServer.exe demo app is successful then install VoiceGuide (do NOT apply any licenses) and once VoiceGuide service is fully started then make a test call into the system by again dialing the IP address of the system directly.
8. If still OK then restore your Config.xml and VG.INI and any scripts, reboot VoiceGuide service and make test call again.
9. Please post .ZIP up VoiceGuide's \log\ subdirectory and post here.

 

This system looks to be running on VMWare ESXi. Can you please advise what version of ESXi is used .

 

[iTime]

We have actually resolved this issue a couple hours ago by uninstalling/reinstalling HMP driver (as you described here).

Only thing is it worked fine yesterday all day, and broke down today morning.

We will let you know if the server goes funky again.

BTW,  we are using ESXI Ver. 6.

 

Thank you.