Unable to start HMP with Japanese Win2k3 (event-log included)

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EiSl Posted: 01-28-2010 4:44 AM

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Hello all,

We've a Japansese customer using our product that uses HMP 3.0 running on Japanese version of Windows Server 2003. We're not using any physical boards together with HMP.
Unfortunately it fails to come into service and pops up with next error dialog (adding screenshot fails here):

Dialogic (R) product Configuration Manager
Error starting Dialogic product service

It seems that the license itself is OK and is also activated (visible via License Manager). I haven't seen this kind of issue before so I've included the event-log output.

Checking the event-logs, next errors can be identified (chronologic order like in event-viewer):

• SCM: Dialogic System services terminated with service specific error 16383 (0x3FFF)
• SCM (info): state update service
• dlgc_log: Dialogic product System Service stopped
• dlgc_log: Dialogic System Service stopping
• dlgc_log: <DSS> RunProgsInKey : ServiceControl dlgcstart dm3config -tDLGCDM3 returned fatal error.
• dlgc_log (warning): <DSS> RunProgsInKey : CreateProcess FATAL ERROR : ServiceControl dlgcstart dm3config -tDLGCDM3
• DM3Config: The following information is part of the event: Download failed for HMP_Software #0 in slot 0/65535
• DM3Config: MC_ERROR_FEATURE_QUERYCHECKOUT: Failed to get the list of features from the License Manager
  Board Number: 0
  Processor: 0
  Instance: 0
  Additional Data: FlexLM Function 'lc_get_attr()' returned error: (-97) The desired vendor daemon is down.
  Check the lmgrd log file, or try lmreread.
  Feature: RTP_G_711
  Vendor:Host: nec-f11b544fcbb
  License path: C:\Documents and Settings\All Users\HMP\4r4v0e0c0s0f0i0m_host_pur.lic
  FLEXnet Licensing error:-97,121
  For further information, refer to the FLEXnet Licensing End User Guide,
  available at www.macrovision.com
• SCM (info): successfull send the control
• dlgc_log (info): Dialogic System Service starting
• CTBusBroker (warning): event: 0x20000060
• CTBusBroker (warning): The event log is corrupt
• CTBusBroker (warning): The event log is corrupt
• dlgc_log (info): NCMAPI: Trunk Configuration is not supported for HMP_Software #0 in slot 0/65535 Device Ignored>

Do you have any clue where we've to look for a solution?

With regards,

EiSl

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Chris Ciubucciu replied on 01-29-2010 10:48 AM

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I would be happy to see any news on this. We have tried also to use some French Windows version, and we were not able to make it work, no matter what we did. The only solution was to install an English version of Windows. Fortunately, the client did not complain about this.

Chris

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EiSl replied on 02-02-2010 10:24 AM

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Chris Ciubucciu:

I would be happy to see any news on this. We have tried also to use some French Windows version, and we were not able to make it work, no matter what we did. The only solution was to install an English version of Windows. Fortunately, the client did not complain about this.

Nope... no progress on this.
Our Japaneese customer is now also running the English version (luckely), but this is definitely not going to happen at most Japaneese customers. They want their own language... also on the servers... (most the time because of the lack of english knowledge regarding the people who are maintaining the IT environment).

EiSl

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homer replied on 02-05-2010 2:01 PM

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Hi EiSl,

I'm not clear on what troubleshooting you have already done, so I don't know if you narrowed this down to a specific issue with the Japanese version of Windows or not. Assuming it is a typical HMP issue, I always start with ensuring PAE is disabled, as it is not supported:

http://www.dialogic.com/support/helpweb/hmp/iw1554.aspx

In addition, HMP does not work on systems running virtual OS software (such as VMWare). If neither of these suggestions are helpful, then since I know HMP will work with other language versions of Windows I would suggest to open a case with your vendor (or with dialogic ... see the service plan options: http://www.dialogic.com/products/services/default.htm). Most likely you will need to collect logs, such as DebugAngel and possibly DebugView, and submit them with your issue.

Good luck!