VG test installation

[HeinMaximilian]

I am trying a VG test installation on my computer. But I am told that no registry details are found.

What can I do?

Attached are the loggings from VG.

2025-06-24.zip

[SupportTeam]

ktTel trace shows that Dialogic HMP has errors starting on this system:

Quote

120 135528.156  3320         ERROR gc_start hmp

Trace also shows that you are using VMWare.

Are you running this on a VMWare Workstation, or on ESXi ?

Dialogic HMP will not work on the 'Workstation' version of VMWare as 'Workstation' does not expose access direct to hardware - which HMP needs.

You will need to run HMP and VoiceGuide direct on you main system - not in a VMWare 'Workstation'.

 

if you are using the ESXi 'bare-metal (Type 1) hypervisor' then which ESXi version are you using?

If you are using ESXi then you can try using the older version of Dialogic HMP. It is available on our Downloads page, and here is the direct link: https://www.voiceguide.com/release/DialogicHMP_for_VoiceGuide_393.zip

When uninstalling Dialogic HMP drivers do not save any configuration, and reboot the system after both uninstall and the new install.

[HeinMaximilian]

 The installation has now been performed on a local machine instead of a virtual one. However, the installation still fails. Attached is the log file.

What should i do? 

Log 2025-07-09.zip

[SupportTeam]

ktTel trace shows Dialogic HMP is not starting on this system:

078 115139.519  1240         ERROR gc_start hmp

It looks like you are using  Windows 10, and have installed Dialogic HMP SR 548

Dialogic HMP SR 548 does not work on Windows 10.

The various versions of Dialogic HMP available for download from our Downloads page have notes next to them advising which versions of Windows each of them can be used with.

Please download Dialogic HMP SR 540 from our Downloads page and install that version on your system instead. HMP SR 540 works with Windows 10.

 

To change to a different version of Dialogic HMP:

1.    Stop the Dialogic service. You can use the Dialogic Configuration Manager (DCM) to stop the service.
2.    Uninstall Dialogic HMP drivers fully (do not save configuration).
3.    Reboot machine.
4.    Install the new version of Dialogic HMP. (You need to run the installer "As Administrator". Right click on the installer .exe to bring up menu that has that option).
5.    Reboot machine.
6.    Open the Dialogic Configuration Manager (DCM) and start the Dialogic service.

Also recommend setting the Dialogic service to ‘Start Automatically’. This can be done in the Dialogic Configuration Manager (DCM).

[HeinMaximilian]

Hello, I have received a message from our system partner. Could you please provide me with some information regarding this?

 

"Netphone uses SIP-Info as the DTMF method, and I believe this might be the root of the issue, as I suspect the IVR software does not support it. My suspicion is supported by the following forum post on the manufacturer's website: "VoiceGuide SIP registration - General - VoiceGuide".

In the last support post at the bottom, it is mentioned that—upon request (if the post is still current, as it's from August last year)—a new version can be provided that supports SIP-Info. Please reach out to the manufacturer again. It's possible that SIP-Info support has since been officially included in a newer release."

[SupportTeam]

Can you please provide VoiceGuide logs capturing system startup and the incoming call. We can then see what is happening on the system and advise.

Can you also please use WireShark to capture a trace of the IP communications over the network interface. This will let use co-relate what is actually sent with what is reported by Dialogic HMP.

Also, can you please detail to what IPBX or SIP trunks you are attaching your system to. What is this "Netphone" that you are referring to? What is the Brand/Model and what IPBX is used? Or are you using a soft-phone to connect to VoiceGuide/HMP IP address directly? In which case is this just for testing or is this how the system will be used?

[HeinMaximilian]

We are using a cloud-based telephone system called Swyx.
The requested logs are attached.

VoiceGuide is able to register with the telephone system, and the script is working as expected.
However, DTMF tones are not being forwarded.

 

[WireShark.pcapng trace capture deleted]

SECURITY_NOTE: Please change the password used on the SIP account after posting any WireShark traces that capture SIP registrations or call authentications. Otherwise, if password is too simple, it can be cracked from the posted WireShark trace. If other parties crack your password and your PBX is accessible externally then other parties can then start making calls through your PBX, which can result in large call charges on your SIP account.

[SupportTeam]

Can you please provide VoiceGuide logs capturing system startup and the incoming call. We can then see what is happening on the system and advise.

The VoiceGuide logs are created in VoiceGuide's \log\ subdirectory. Please post the vgEngine and ktTel logs.

[HeinMaximilian]

0812_0000_vgEngine (2).zip 

[SupportTeam]

Version below supports SIP INFO DTMF messages. Please update your system to this version of VoiceGuide and test with your IPBX:

https://www.voiceguide.com/release/VoiceGuide_7.7.8.exe

If you still encounter any issues please post the WireShark traces and full VoiceGuide traces capturing system startup and the test call.

 

To change to a different version of VoiceGuide:

1. Stop VoiceGuide Service. VoiceGuide can be stopped by clicking on the VoiceGuide Service Monitor in the Windows's Icon Tray on bottom right of the taskbar and selecting "Stop".
2. Exit all VoiceGuide programs. This  includes the Service Monitor applet in the Icon Tray area in bottom right of the screen,  as well as the Script Designer, Line Status Monitor, etc.
3. Do NOT uninstall the previous VoiceGuide installation.
4. Stop the Dialogic service using the Dialogic Configuration Manager (DCM), or Windows' Services Applet.
5. Run the VoiceGuide install and install into same directory as existing installation.
6. Start VoiceGuide service.

Note: Running a VoiceGuide install over the top of an existing install will NOT overwrite existing configuration or license files (Config.xml, ConfigLine.xml, VG.INI, etc) and will not remove any of users script or sound files, and will not remove any log files etc.