sundance-communications.com/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems IPOffice Voicemail Pro Service Terminated Unexpectedly

I have had my Voicemail Service terminate unexpectedly 4 times in the past 2 months. I have not been able to find the problem. Any help would be greatly appreciated.

My system:
IP406 Version 2.1(27)
ANALOGUE ATM16 Version 4.1(27)
ANALOG POTS16+ Version 4.1(27)
3 DIG DCPx30 Version 4.1(27)
Manager 4.1
Voicemail Pro 2.1
Delta Server 4.0.36

The Problem:
4 times I have noticed I cannot retrieve my voicemail. At the same time any incoming calls get a busy signal. When I go to the computer hosting Voicemail Pro there is an error on the screen and the computer wants to send a report to microsoft.

Errors listed in Event Viewer:
System:
Source-Service Control Manager. The Voicemail Pro Service service terminated unexpecedly. It has done this 4 time(s). -7:20:08AM
Application:
Source-Application Error. Faulting application vmprov5svc.exe, version 2.1.14.0, faulting module vmprov5svc.exe, version 2.1.14.0, fault address 0x000adedb. -7:19:52AM
Source-Application Error. Fault bucket 159518612. -7:20:01AM
Source-DrWatson. The application, C:\Program Files\Avaya\IP Office\Voicemail Pro\VM\vmprov5svc.exe, generated an application error The error occurred on 01/19/2006 @ 07:20:03.666 The exception generated was c0000005 at address 004ADEDB (vmprov5svc!Msscriptcontrol_tlb). -7:20:08AM

I'm not sure what information is important. If you need anymore I will be happy to answer what I can. Thank you.

Does your server reboot at that time? I have put the vmprov5svc in the startup items in the programs menu so when the server reboots for whatever reason the voice mail will start and run without you having to start it manually.

My server does not need to reboot at that time. Sometimes after I acknowledge the error the service will restart itself and other times I need to restart it.

Do you have a generator that automatically does a test? I have had that issue before, the generator starts up at 7:20 am and runs for 30 min. then shuts down. This is usually on monday morning, but can be anytime it is set up to do its test.
I had a heck of a time finding this one but am willing to share the info.
Also go into services and make sure the voicemail pro db service is set to automatically start and voicemail pro service is set to automatically start as well.

Two things: make sure the machine you are running on has ALL of its Windows updates. Why don't you do the free upgrade to v3.1 for the IP Office and VoiceMailPro?

dcohick,
Both services you mentioned start automatically. I'm not sure what you mean by a generator that automatically does a test.

ipanema,
Right after the last failure of the Voicemail service happened I updated the computer completely. I haven't had a problem since but this has only been an intermittent problem anyway.
I have not yet upgraded to 3.1 because last time my company upgraded the IPOffice suite they ran into alot of problems (I was not here). My boss is very cautious of any future upgrades to IPOffice but we are looking into it. Is the upgrade to 3.1 something that will be beneficial?

Thanks for you help!

Is this installed on Server or XP OS? If the later you need to make sure your power settings in Control Panel are set to always on and hibernation is off. I have seen the same event codes when someone logs into the machine and the power profile is set to stop the HD. Set the VMPRO service to use a local machine login and for the service to restart on the first failure.

The server is installed on a Windows XP machine. The machine is now running SP2 but it may have been running SP1 at the time of failures. We always leave the machine logged in running Delta Server. The VMPRO service runs on a domain administrator account. I will set the service to automatically restart on first failure.

Just as important to me as preventing this problem in the future is understanding why it happens. If anyone has insights as to why this might happen I would appreciate it.

Thanks for everyone's help.

V3.1 is a huge step forward from V2.X. I recommend this for stability reasons alone. The software update is free from Avaya and a competant installer can upgrade the switch and vm server in 2 to 4 hours.

I strongly recommend vm pro on Windows 2003 Server and not XP. A lot of dealers use XP because its supported and cheap but reliability comes from Windows 2003 Server not running on a desktop OS such as XP.

2-4 hours for an upgrade? Are you kidding me?

And they wonder why people question whether IP systems are the way to go! Reliance upon a server for their phone service and/or voice mail? For Heaven's sake, it's being sold as Avaya's new small office key system solution. Small businesses can't afford this kind of "solution".

How many times have you called someone and they have told you that they can't process your order because "their server is down". At least their phones didn't rely upon that server or you wouldn't have been talking to them.

2-4 hours for an upgrade to improve stability? Who is going to pay for that? The Office IP system hasn't been out that long! Why would anyone even consider buying a system that requires that amount of time to be spent for an upgrade to make it work? Isn't that what it was supposed to do when it was sold?

Wow, I guess the bigger the name brand, the more they can get away with. Must be nice. We can't possibly get away with something like that selling lesser-known brands. We would go out of business by either eating the labor cost for these "stability upgrades" to save face or by infuriating the customer by charging them. Sounds to me like a lose-lose system to be selling.

Even a 20 year-old electronic key system is more stable than these "state of the art" IP systems. I am sure I will be met with plenty of resistance for my opinion on this subject, but I challenge anyone to prove to me that a 20-year old computer still works in it's original condition.

It goes back to the argument that has been hashed out on this forum many times. Computer people think it's perfectly acceptable for the system to be down for hours to perform an upgrade, and for bugs to be the norm. Telephone people don't look at it that way. A telephone system that is down is an emergency, not an opportunity to sell an upgrade.