3CX PhoneSystem 01 IVR Server not starting after update v14 to v15

[Huff]

I just did the update from v14 to v15 but now the ivr server is not starting.
I've tried within 3CX management and also within windows but without succes.
Everything else is working fine (i transfered al the calls to a single extension for now).

It's running on a win8.1 pro, i followed the

Any suggestions on the cause (and solution) of this problem?

I like to post a log but I can't find a extended log in v15, where is it hidden?

 

[Sopock]

https://www.3cx.com/community/threads/where-is-the-call-detail-verbose-v15.46228/

I'd prefer an option for it to ship logs out to a syslog server and then people can use the product of their choice for log analysis.

 

[Huff]

Thanks for your reply.

Because the system needs to be up again tomorrow morning a reinstalled v14.

Next Sunday I will try again with v15, if someone has any idea what the cause of this error is let me know please.

 

[ivank]

Huff, if you get the error again, please do the following.
Try to start the service manually. When it fails, check standard Windows event viewer. There you will find an error entry describing the situation.
Copy and paste the message here.
Also, try to locate log file c:\ProgramData\3CX\Instance1\Data\Logs\3CXIVR.log. If it's there, copy paste the most recent lines from it here.

 

[Sopock]

Also, try to locate log file c:\ProgramData\3CX\Instance1\Data\Logs\3CXIVR.log. If it's there, copy paste the most recent lines from it here.

OP may encounter a problem with that file:

14/12/2016 06:16:16.952 [000015b4] STARTING...14/12/2016 06:16:16.961 [000015b4] Switching to profile 2 (NORMAL):

 

[doddy]

I have the same issue now on the third PBX in a row upgrading from V14 to V15 SP4 - this is crazy and I have spent the whole night on this one. Repeated regression and updating on the others eventually made the issue go away as I posted elsewhere yesterday but this one I cannot fix - has anyone else seen this? see logs below - Exception code: 0xc0000005 is normally an access violation???

Event Viewer gives me this;
Faulting application name: 3CXIVR.exe, version: 15.0.59776.0, time stamp: 0x58403293
Faulting module name: 3CXIVR.exe, version: 15.0.59776.0, time stamp: 0x58403293
Exception code: 0xc0000005
Fault offset: 0x00000000000fb7c5
Faulting process id: 0xd8c
Faulting application start time: 0x01d2883172008f20
Faulting application path: C:\Program Files\3CX Phone System\Instance1\Bin\3CXIVR.exe
Faulting module path: C:\Program Files\3CX Phone System\Instance1\Bin\3CXIVR.exe
Report Id: b1c33860-f424-11e6-93c4-d63ea7a7a6f9

The PBX logs always stops just after registering RecordFile helper

16/02/2017 08:48:31.254 [0000106c] Registering: MakeCall helper
16/02/2017 08:48:31.254 [0000106c] Registering: PlayFile helper
16/02/2017 08:48:31.254 [0000106c] Registering: RecordFile helper

16/02/2017 09:03:41.255 [000012dc] STARTING...
16/02/2017 09:03:41.255 [000012dc] Switching to profile 2 (NORMAL): file = C:\ProgramData\3CX\Instance1/Data/Logs/3CXIVR.log, flush = 1, size = 20480000, backup = 1, filter = fffffffe
16/02/2017 09:03:41.255 [000012dc] Logging started...
16/02/2017 09:03:41.255 [000012dc] PID: 2372
16/02/2017 09:03:41.256 [000012dc] USR: SYSTEM
16/02/2017 09:03:41.256 [000012dc] SRV: 3CXPBX64
16/02/2017 09:03:41.256 [000012dc] CPU: 4 cores
16/02/2017 09:03:41.256 [000012dc] RAM: 4 GB
16/02/2017 09:03:41.256 [000012dc] HDD: 28.3754 GB free
16/02/2017 09:03:41.256 [000012dc] OS: Windows
16/02/2017 09:03:41.259 [000012dc] [FAX] Initialize...
16/02/2017 09:03:41.260 [0000115c] [FAX] Tx thread started
16/02/2017 09:03:41.260 [00000c74] [FAX] Rx thread started
16/02/2017 09:03:41.260 [000012dc] IVR Initializing...
16/02/2017 09:03:41.260 [000012dc] IVR Done
16/02/2017 09:03:41.260 [000012dc] [PARK] Initialize...
16/02/2017 09:03:41.260 [000012dc] establishing connection to cfg...
16/02/2017 09:03:41.262 [000012dc] SL:Start management threads for 3cxPBX64:5485/DBProvider
16/02/2017 09:03:41.262 [000011b0] SL:Application connected:3cxPBX64:5485/DBProvider
16/02/2017 09:03:41.262 [000012dc] SL:Startup completed for 3cxPBX64:5485/DBProvider
16/02/2017 09:03:41.909 [000012dc] Switching to profile 1 (ERRORS): file = C:\ProgramData\3CX\Instance1/Data/Logs/3CXIVR.log, flush = 1, size = 20480000, backup = 1, filter = fffffffe
16/02/2017 09:03:41.909 [000012dc] Logging started...
16/02/2017 09:03:41.910 [000012dc] Codec plugins are loading from base path:C:\Program Files\3CX Phone System\Instance1\Bin/codec
16/02/2017 09:03:41.913 [000012dc] Codecs:
PCMU:0 SR=8000(8000) fmtp=
PCMA:8 SR=8000(8000) fmtp=
GSM:3 SR=8000(8000) fmtp=
CN:13 SR=8000(8000) fmtp=
G722:9 SR=8000(16000) fmtp=
G729:18 SR=8000(8000) fmtp=annexb=no
iLBC:111 SR=8000(8000) fmtp=mode=30
iLBC:110 SR=8000(8000) fmtp=mode=20
SPEEX:97 SR=8000(8000) fmtp=

16/02/2017 09:03:41.963 [00000a24] RTPReceiver thread has been started.
16/02/2017 09:03:43.005 [000008a0] DR Starting...
16/02/2017 09:03:43.006 [00001358] DR Updating...
16/02/2017 09:03:43.007 [00001358] Invalid ordering file: C:/ProgramData/3CX/Instance1/Data/Ivr/Prompts/Sets/0862CA40-C0F3-DF4B-9EDD-170214433433/ResponseOrdering.xml
16/02/2017 09:03:43.015 [00001358] Creating static actions
16/02/2017 09:03:43.015 [00001358] Static actions created
16/02/2017 09:03:43.015 [00001358] DR Updated!
16/02/2017 09:03:43.020 [00001358] Registering SpecialMenu: 2180
16/02/2017 09:03:43.021 [00001358] Registering IVR: HOL
16/02/2017 09:03:43.021 [00001358] Registering IVR: 7777
16/02/2017 09:03:43.021 [00001358] Creating IVR HOL [Out of office IVR], grammar [0-9]{4} : OfficeClosed.wav
16/02/2017 09:03:43.022 [00001358] Registering: EndCall helper
16/02/2017 09:03:43.022 [00001358] Registering: IVRForward helper
16/02/2017 09:03:43.022 [00001358] Registering: MakeCall helper
16/02/2017 09:03:43.022 [00001358] Registering: PlayFile helper
16/02/2017 09:03:43.022 [00001358] Registering: RecordFile helper

Any help would be appreciated as pulling my hair out after so many hours with everything looking normal to my eye. Thanks Martin

 

[ivank]

Hello, Martin.
Please open a support case for this and do the following.

You need to enable core dump creation using the registry file attached.
Create C:\Temp\Dumps directory and apply enable_dumps.reg file with administrator's rights (or create the corresponding key and values in the registry editor manually).
Try to start IVR service again. When it fails, look for the crash dump file in the above folder and send it to the support team.

Also, try setting logging level to "Verbose" in the Activity Log settings of the Management Console and post new IVR log here (it will contain much more output than normal).

Thanks!

 

[doddy]

Ivank, thanks for response, enclosed is the IVR log with verbose turned on. Also as with posts yesterday, many of the URL links do not upgrade between V14 and V15 - today we were emailed the call logs and they still have url's for the V14 locations and so the reports could not be downloaded - all the management links in "settings\parameters" had \management as per V14 although the desktop links created were correct.

Please let me know if the IVR log shows anything, if not I will make he registry change and get the dump file, thanks Martin

 

[ivank]

Nothing is in the log file, please proceed with dumps...

 

[doddy]

Ivank, I have the dump file (76Meg) but whilst we have always dealt directly with your support since around 2008, at the start of the year it appears I cannot open a support ticket anymore?? How do you want me to send the dump file? This is obviously something generic as it has happened on three different PBX's all at different locations, all going from latest V14 to V15 SP4. Thanks, Martin

 

[MichaelB_3CX]

@doddy I've sent you a pm.

 

[MichaelB_3CX]

@ community, in case some one else faces with such problem.
The reason why IVR could not start is due to corrupted .wav files, no "data" chunk or wav files with 0 size.

We will solve this issue on the next update by protecting from such corrupted wav file but users that are migrating from old Versions to Version 15 and using custom/modified prompts should use our 3CX Converter Tool.

More Info here:
https://www.3cx.com/blog/docs/sp2-convert-wav-files/

Thanks