Genesys TServer OS Signal Error

[Akssar]

Hi,

I recently upgraded the genesys Tserver to 7.6, after upgrade i am getting OS Signal Access_Vioalation error. My application is working good. But i just wanted to fix this error. Pleae advice.

Thanks.

-prakash

[Fra]

As Cav's magic ball is still broken and he isn't anyway willing to pass it over to us, the info provided is of little use. If you want us to tgve you some help, please always post OS and LOGS.

Cheers,

Fra

[Akssar]

Hi,

Snippets for the OS signal (0xc0000005)
--------------------------------

14:33:01.438 Std 02024 OS signal '0xC0000005' received
...exception in block [main]

----FAULT----09/14/09@14:33:01.4380----
Exception: 5 (0xc0000005) ACCESS_VIOLATION
AddrPC:    004c4386
AddrFrame: 00e8f1d4
AddrStack: 00e8f194

004c4386 ciscocm_server:?flush@PendingInEventCollection@@QAEXXZ+61(10,1e7dbc8,1e7dbc8,1..)
004dc139 ciscocm_server:?transitionToEstablished@GctmCall@@AAE_NXZ+2821(e8f6ec,7a45d9,e8f6ec,7ac9e0..)
004d82bd ciscocm_server:?stateTimerExpired@GctmCall@@AAEXXZ+349(7ac9e0,64,e8f71c,1e7677c..)
004ff10e ciscocm_server:?expired@?$GclTimer@VGctmCall@@@@MAEXXZ+30(1e7677c,e8f724,5030e1,1e7677c..)
005030b9 ciscocm_server:?TimerCallBack@@YAXK@Z+54(1e7677c,109009c,78b26c,1e7677c..)
005030e1 ciscocm_server:_CTimerCallBack+12(1e7677c,e2248095,7a4dd3,e8f760..)
0078b26c ciscocm_server:_conn_add_timer+124(e8f760,1090048,c805f0,e8f7d4..)
007a4dd3 ciscocm_server:?Process@ConnTimerQueue@@QAEHAAH0@Z+451(e8f7d4,e8f7ec,0,64..)
0079d1d2 ciscocm_server:?ProcessTimers@ConnLib@@UAEHPAH0@Z+66(e8f7ec,e8f7d4,1090048,0..)
0079dcd5 ciscocm_server:?Poll@ConnLib@@AAEHAAVConnPort@@AAUPORT_SCAN_ARGS@@PAH_N@Z+85(c80dd8,0,e8f848,0..)
0079e02f ciscocm_server:?Poll@ConnLib@@UAEHHHPAH@Z+175(790,ffffffff,e8f848,792336..)
00795bbb ciscocm_server:_ConnPoll+27(790,ffffffff,e8f848,792593..)
00792336 ciscocm_server:_conn_multi_scan+86(790,0,ffffffff,0..)
00792593 ciscocm_server:_conn_main_loop+51(e8f908,b723a0,b723a0,c0000005..)
00582187 ciscocm_server:?g_run_app@@YAHHQAPADPAU_TGStartupInfo@@@Z+5347(c7d9f0,c7d9f0,e8f8a0,58131f..)
00581d7b ciscocm_server:?g_run_app@@YAHHQAPADPAU_TGStartupInfo@@@Z+4311(8d1a58,2,1,e8f924..)
0058131f ciscocm_server:?g_run_app@@YAHHQAPADPAU_TGStartupInfo@@@Z+1659(b,b72a40,0,0..)
00637eeb ciscocm_server:?NCO_exec@@YAHPAUNCO_descriptor_@@ZZ+1041(e8f938,0,0,e8fadc..)
00637c81 ciscocm_server:?NCO_exec@@YAHPAUNCO_descriptor_@@ZZ+423(e8fadc,b,b72a40,0..)
00636d40 ciscocm_server:?NCO_main@@YAHHQAPAD0P6AHH00@Z@Z+880(b,b72a40,0,581298..)
00580d0b ciscocm_server:?g_run_app@@YAHHQAPADPAU_TGStartupInfo@@@Z+103(b,b72a40,e8ff84,68e799..)
00580cc3 ciscocm_server:?g_run_app@@YAHHQAPADPAU_TGStartupInfo@@@Z+31(b,b72a40,8dba80,b723a0..)
0068e799 ciscocm_server:?main_thread@@YAXPAX@Z+648(0,0,0,b723a0..)
007cc4f0 ciscocm_server:__beginthread+206(b723a0,0,0,b723a0..)
77e64829 kernel32:GetModuleHandleA+223(7cc499,b723a0,0,c8..)
-----------END-OF-FAULT-INFO-----------
Out of conn_main_loop:
0) fd=244 S OUT: l=0.0.0.0:0, r=170.243.136.129:2020, RX=44464, TX=0, connected  ~1qinx--
1) fd=264 SERVER: 0.0.0.0:0 connected q--x-r
2) fd=268 A OUT: l=170.243.136.132:1049, r=170.243.136.130:5210, RX=110, TX=0, connected q-nx-r
3) fd=276 S OUT: l=0.0.0.0:0, r=170.243.136.132:4999, RX=155, TX=0, connected  ~1qi----
4) fd=360 SERVER: 3002 listen ATP_Tserver_CCM2_76-1 ~1q-nx--
5) fd=372 A OUT: l=170.243.136.132:1076, r=170.243.136.132:3004, RX=280190309, TX=0, connected q-nx-r
6) fd=396 A IN: l=170.243.136.132:3002, r=170.240.252.72:1165, RX=161688, TX=0, connected  ~1q-nx-r
7) fd=408 A IN: l=170.243.136.132:3002, r=141.128.51.132:1078, RX=371, TX=0, connected  ~1q-nx-r
Timers created 4100565
Timers deleted 846557
Invalid timers 0
Conn created  18
Conn accepted  4
Conn connected 4
Conn exceptions 9
Conn closed    10
Conn deleted  10
Conn balance  8
Errors        0

[ecki]

Hi Kasprakash,

I am just wondering whether you could tell me the name of the book, when I would show you page number 243? I do not.
Post rather the whole log here.

[Fra]

[quote author=Fra link=topic=4706.msg20994#msg20994 date=1253522025]
As Cav's magic ball is still broken and he isn't anyway willing to pass it over to us, the info provided is of little use. If you want us to tgve you some help, please always post OS and LOGS.
[/quote]
As I said, OS info needed, as long as full log.

F

[Akssar]

Hi,

I am pretty new to this forum so apologies if something wrong. The OS is Windows server 2003 Standard edition. I will try to upload the whole logs.

Thanks.

[cavagnaro]

Be sure that logs show the version of TServer. Also be sure you are using the last TServer version available. If you are check if there is an *.nco file in the TServer folder, if there is and you are running last TServer version open a ticket with Genesys directly.

PD: Magic ball was returned to provider because it was too faulty, waiting for new one!

[overkill]

Hello

Sorry for digging up an old topic but I'm having the exact same issue with the 7.6 version of TServer for Siemens HiPath 4000.
Every now and then (about 2-3 times per day).
The strangest thing is that it seems to happen only after an agent does an offhook-onhook operation without making a call.
Here is the log:
[quote]07:30:12.593 +++ Input +++
  -- monitor: 2932
  +++ CIFace::Event +++
    +++ Pre-event +++
      Type EventInitiated
      Devices: <2932/2932> <-/-> <-/->
      Calls: 429552/none 0/none
      Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
    --- Pre-event ---
    +++ NewCall +++
@07:30:12.5930 {tscp.call {constructed} {uuid 8G37AIEVBT28H8EAI8RJ1PUKQG00JE1J} {connection-id 025e01caf4ce049d} {call-id 429552}}
      -- created call_info_tspp 025e01caf4ce049d@0172FAE0
@07:30:12.5930 Call [025e01caf4ce049d]: urid 0001025e
      -- created aTmCall 016C2E78/0172FAE0
      -- TmCallThread created: 01760F78
      -- created party_info_tspp 01657470
      -- created aTmParty 011842A0
      SetRole: Origination for 2932.011842A0-016C2E78:1
      -- AddParty to 016C2E78: 2932.011842A0-016C2E78:1
      -- new TSCP call leg 1
      -- call leg created leg_id=1
      CreateParty new internal: 2932.011842A0-016C2E78:1
      SetANI for 016C2E78:1: 2932
@07:30:12.5930 [0] 7.6.007.01 distribute_event: message [b]EventOffHook[/b]
AttributeEventSequenceNumber 000000000040b21f
AttributeTimeinuSecs 593000
AttributeTimeinSecs 1272951012 (07:30:12)
AttributeThisDN '2932'
07:30:12.593 Int 04544 Interaction message "EventOffHook" generated
07:30:12.593 Trc 04542 EventOffHook sent to [396] (00000002 StatServer 10.0.0.3:1149)
      SetActive: party 2932.011842A0-016C2E78:1, cause Null
      SetOriginating: party 2932.011842A0-016C2E78:1, cause NewCall
      -- party_info 2932.01657470 state change: from <Null> to <Initiated>
      -- G7 init
      -- call_info::committed created
    --- NewCall ---
    +++ Post-event +++
      Type EventInitiated
      Devices: <2932/2932> <-/-> <-/->
      Calls: 429552/025e01caf4ce049d/429552.016C2E78/c:1/r:0 0/none
      Parties: D2932/2932.011842A0-016C2E78:1/l:1/r:0/Originating,Active,Origination[c='06 8d f0'H d=staticID : {
  deviceIdentifier dialingNumber : "2932"
}]
      none
      none
      Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
    --- Post-event ---
  --- CIFace::Event ---
07:30:12.593 --- Input ---
07:30:12.937 -- created: CRequest@017DD018 RequestKeepAlive-internal
07:30:12.937 +++ CIFace::Request +++
  -- new invoke
  Parsed: RequestKeepAlive
  **internal**
  Numbers: -<none> -<none>
  Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:1 context:0 transferred:0
  status: normal
 
  -----
  -- validate
  -- state check: ok
  CIFace: Sent CRequest@017DD018 RequestKeepAlive-internal
  -- RegisterQueue: CRequest@017DD018 RequestKeepAlive-internal 01223AE8 RQ[0,1]
  --Queued; RQ[0,1]
07:30:12.937 --- CIFace::Request ---
07:30:12.937 +++ Input +++
  CHpServer::Response(): 0q, 1o, 1s
  Response (0): for CRequest@017DD018 RequestKeepAlive-internal
  FinishRequest CRequest@017DD018 RequestKeepAlive-internal
  IFace stats: q=0 s=0
  -- complete
  -- deleted: CRequest@017DD018 RequestKeepAlive-internal
  -- AckQueues(): CRequest@017DD018 RequestKeepAlive-internal 01223AE8
07:30:12.937 --- Input ---
07:30:13.203 +++ Input +++
  -- monitor: 2932
  +++ CIFace::Event +++
    +++ Pre-event +++
      Type EventReleased
      Devices: <2932/2932> <-/-> <-/->
      Calls: 0/025e01caf4ce049d/429552.016C2E78/c:1/r:0 0/none
      Parties: D2932/2932.011842A0-016C2E78:1/l:1/r:0/Originating,Active,Origination[c='06 8d f0'H d=staticID : {
  deviceIdentifier dialingNumber : "2932"
}]
      none
      none
      Cause: NormalClearing/48, Info: 0
      Flags: divert=0 hook=1 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
    --- Pre-event ---
    +++ Released +++
      SetReleased: party 2932.011842A0-016C2E78:1, cause NormalClearing
      -- party_info 2932.01657470 state change: from <Initiated> to <Null>
      -- G7 release
      -- not connected
      SetDead: 2932.011842A0-016C2E78:1
      -- deleted aTmParty 011842A0
      -- RemoveParty 2932.011842A0-016C2E78:1
      -- call leg removed leg_id=1
      -- deleted party_info_tspp 01657470
      +++ CSwitchEvent::Delete +++
        -- deleted aTmCall 016C2E78
        -- TmCallThread deleted: 01760F78
@07:30:13.2030 [0] 7.6.007.01 distribute_event: message [b]EventReleased[/b]
AttributeEventSequenceNumber 000000000040b220
AttributeTimeinuSecs 203000
AttributeTimeinSecs 1272951013 (07:30:13)
AttributeCallUUID '8G37AIEVBT28H8EAI8RJ1PUKQG00JE1J'
AttributeConnID 025e01caf4ce049d
AttributeCallID 429552
AttributeCallType 0
AttributeThisDN 'DE_Hoechst::'
07:30:13.203 Int 04544 Interaction message "EventReleased" generated
07:30:13.203 Trc 04542 EventReleased sent to [396] (00000002 StatServer 10.0.0.3:1149)
        -- call_info::committed destroyed
        -- deleted call_info_tspp 025e01caf4ce049d@0172FAE0
@07:30:13.2030 {tscp.call {destructed} {uuid 8G37AIEVBT28H8EAI8RJ1PUKQG00JE1J} {connection-id 025e01caf4ce049d} {call-id 429552}}
      --- CSwitchEvent::Delete ---
@07:30:13.2030 [0] 7.6.007.01 distribute_event: message [b]EventOnHook[/b]
AttributeEventSequenceNumber 000000000040b221
AttributeTimeinuSecs 203000
AttributeTimeinSecs 1272951013 (07:30:13)
AttributeThisDN '2932'
07:30:13.203 Int 04544 Interaction message "EventOnHook" generated
07:30:13.203 Trc 04542 EventOnHook sent to [396] (00000002 StatServer 10.0.0.3:1149)
    --- Released ---
    +++ Post-event +++
      Type EventReleased
      Devices: <2932/2932> <-/-> <-/->
      Cause: NormalClearing/48, Info: 0
      Flags: divert=0 hook=1 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
    --- Post-event ---
  --- CIFace::Event ---
07:30:13.203 --- Input ---
07:30:13.343 +++ Input +++
  -- monitor: 2932
  -- inbound call
  => HpEventBase::CSTADelivered()
[b]07:30:13.343 Std 02024 OS signal '0xC0000005' received
...exception in block [main]

----FAULT----05/04/10@07:30:13.3430----
Exception: 5 (0xc0000005) ACCESS_VIOLATION[/b]
AddrPC:    0043f7f2
AddrFrame: 00e6acc4
AddrStack: 00e6ac58

0043f7f2 hipath4000_server:?ExternalDelivered@HpEventBase@HiPath4000@@MAEXXZ+245(18,0,b50000,e6aad4..)
0043eef7 hipath4000_server:?CSTADelivered@HpEventBase@HiPath4000@@MAEXXZ+868(15a2a4d,15a2a48,c7,179f011..)
00445a9b hipath4000_server:?Parse@HpEventReport@HiPath4000@@IAE_NABVEstablishedEvent@CSTA3_events@@@Z+2591(17567b0,0,7,e6b184..)
004408a7 hipath4000_server:?Parse@HpEventReport@HiPath4000@@IAE_NABVCallControlEvents@CSTA3_events@@@Z+593(1699b48,0,0,164e8f0..)
0044032b hipath4000_server:?Parse@HpEventReport@HiPath4000@@QAE_NXZ+638(194,1236674,c7,0..)
00408b88 hipath4000_server:?Handle@CHpServer@HiPath4000@@AAEXABVCSTAEventReportArgument@CSTA3_events@@ABV?$Constrained_INTEGER@$01$0A@$0PPPP@@ASN1@@@Z+96(1616850,167e250,b50000,0..)
0040570a hipath4000_server:?Handle@CHpServer@HiPath4000@@AAEXABVInvokePDU@CSTA3_operations@@@Z+156(1741760,0,122ff18,4b0971..)
0040559e hipath4000_server:?Handle@CHpServer@HiPath4000@@AAEXABVRoseAPDU@CSTA3_operations@@@Z+103(165cdc8,e6b530,7c829f5d,b50718..)
00404a18 hipath4000_server:?data_handler@CHpServer@HiPath4000@@EAEXPAVsockstreambuf@@PBDI@Z+589(1236238,16b6db0,c7,1236238..)
004ad1f3 hipath4000_server:?request_handler@sockstreambuf@@QAE_NPAUrequest@@@Z+61(162d488,9ab14ff,2d396c,770f5b..)
004ad03e hipath4000_server:?open@sockstreambuf@@QAEHPBDFPAUprotocol@@@Z+867(1236674,16f0a68,16f09b8,76e3fd..)
0076e521 hipath4000_server:?DispatchEvent@ConnectionPort@@IAEHHH@Z+257(e6b65c,e6f804,16f09b8,76eec1..)
0076e3fd hipath4000_server:?DispatchConnEvent@ConnectionPort@@IAEHAAU_CONN_EVENT@@@Z+45(e6b65c,e6f804,16f09b8,b50000..)
0076eec1 hipath4000_server:?DispatchRequests@ConnectionPort@@UAEHPAUPORT_SCAN_ARGS@@@Z+161(e6f804,c7,166fd58,e6f804..)
0076ebec hipath4000_server:?HandleInput@ConnectionPort@@UAEHPBXIPBU_CONN_ADDRESS@@PAUPORT_SCAN_ARGS@@@Z+140(181af80,c7,0,e6f804..)
0076ab33 hipath4000_server:?HandleInput@ConnPort@@UAEHPBXIPBU_CONN_ADDRESS@@PAUPORT_SCAN_ARGS@@@Z+35(181af80,c7,0,e6f804..)
007748c0 hipath4000_server:?HandleInput@ConnExternalProtocol@@UAEHPBXIPBU_CONN_ADDRESS@@PAUPORT_SCAN_ARGS@@@Z+176(c7,181af80,0,e6f804..)
0076ab33 hipath4000_server:?HandleInput@ConnPort@@UAEHPBXIPBU_CONN_ADDRESS@@PAUPORT_SCAN_ARGS@@@Z+35(181af80,c7,0,e6f804..)
0076b10c hipath4000_server:?Notify@ConnPort@@IAEHHPAXHPBU_CONN_ADDRESS@@0@Z+220(3,181af80,c7,0..)
0077af45 hipath4000_server:?HandleRead@WIOCPTCPPort@@MAEHKPAX@Z+85(c7,e6f804,1658540,c54d20..)
00771979 hipath4000_server:?HandleIOEvent@WIOCPPort@@MAEHPAUIOCP_CONTEXT@@KPAX@Z+121(1658540,c7,e6f804,0..)
007720c0 hipath4000_server:?Poll@WIOCPQueue@@UAEHAAUPORT_SCAN_ARGS@@@Z+224(e6f804,1070048,0,e6f87c..)
00768dba hipath4000_server:?Poll@ConnLib@@AAEHAAVConnPort@@AAUPORT_SCAN_ARGS@@PAH_N@Z+138(c54d20,64,e6f848,0..)
007690df hipath4000_server:?Poll@ConnLib@@UAEHHHPAH@Z+175(790,ffffffff,e6f848,75c816..)
00761b0b hipath4000_server:_ConnPoll+27(790,ffffffff,e6f848,75ca73..)
0075c816 hipath4000_server:_conn_multi_scan+86(790,0,ffffffff,0..)
0075ca73 hipath4000_server:_conn_main_loop+51(e6f908,14c210,b523a0,c0000005..)
00554587 hipath4000_server:?g_run_app@@YAHHQAPADPAU_TGStartupInfo@@@Z+5347(c51d38,c51d38,e6f8a0,55371f..)
0055417b hipath4000_server:?g_run_app@@YAHHQAPADPAU_TGStartupInfo@@@Z+4311(8d22c8,2,1,e6f924..)
0055371f hipath4000_server:?g_run_app@@YAHHQAPADPAU_TGStartupInfo@@@Z+1659(b,c509c8,0,0..)
00606cbb hipath4000_server:?NCO_exec@@YAHPAUNCO_descriptor_@@ZZ+1041(e6f938,0,0,e6fadc..)
00606a51 hipath4000_server:?NCO_exec@@YAHPAUNCO_descriptor_@@ZZ+423(e6fadc,b,c509c8,0..)
00605b10 hipath4000_server:?NCO_main@@YAHHQAPAD0P6AHH00@Z@Z+880(b,c509c8,0,553698..)
0055310b hipath4000_server:?g_run_app@@YAHHQAPADPAU_TGStartupInfo@@@Z+103(b,c509c8,e6ff84,65d569..)
005530c3 hipath4000_server:?g_run_app@@YAHHQAPADPAU_TGStartupInfo@@@Z+31(b,c509c8,e6fb64,b523a0..)
0065d569 hipath4000_server:?main_thread@@YAXPAX@Z+648(0,0,0,b523a0..)
0079aab0 hipath4000_server:__beginthread+206(b523a0,0,0,b523a0..)
77e6482f kernel32:GetModuleHandleA+223(79aa59,b523a0,0,c8..)[/quote]

The NCO file contains the exact same data as this log (except for the ofhook/onhook/released events). I am using windows 2003 standard edition sp2.
Any ideas?

[René]

Hi,

Crash by TServer process means there is a bug inside TServer's code. You should open a ticket with Genesys Technical Support.

R.

[Timur Karimov]

Hi there!

Which version of T-Server u use?
Do you have any Anti-virus software on a server ?

WBR

[overkill]

[quote author=Timur Karimov link=topic=4706.msg24192#msg24192 date=1273564099]
Hi there!

Which version of T-Server u use?
Do you have any Anti-virus software on a server ?

WBR
[/quote]

Hi

I am using the 7.6 version of Siemens Hipath 4000 TServer and McAfee virusscan enterprise 8.7.0i.

I will probably open a ticket with Genesys but after trying to reinstall windows.

Thanks for your replies.

[Timur Karimov]

[quote author=overkill link=topic=4706.msg24223#msg24223 date=1273674513]
I am using the 7.6 version of Siemens Hipath 4000 TServer
[/quote]

with latest hotfix ?

[quote author=overkill link=topic=4706.msg24223#msg24223 date=1273674513]
and McAfee virusscan enterprise 8.7.0i.
[/quote]
hate it. we got the same problem with SM and McAfee. Genesys made special hotfix for SM wich is solve our problem.

[Akssar]

Hi,

Open up CME and navigate to your T-server and add JVM option in T-server.

The valuses are,

Option Name: jvm-options
Option Value: -Xmx256M

Thanks.

[overkill]

[quote author=Timur Karimov link=topic=4706.msg24229#msg24229 date=1273754978]

[quote author=overkill link=topic=4706.msg24223#msg24223 date=1273674513]
and McAfee virusscan enterprise 8.7.0i.
[/quote]
hate it. we got the same problem with SM and McAfee. Genesys made special hotfix for SM wich is solve our problem.
[/quote]

wow, I added the tserver install folder in mcafee's exclusion list and the problems seem to have stopped.
thanks for pointing me in the right direction!