Alan Glazier Birkenstock, USA IT Director

One of my users is not consistently getting either a lookup to an existing case  or a new case opened in Desk when phone calls come in (using Contact Canvas).  All my other users seem to be okay.  I had her clear her browser cache and we reset her soft phone.   It did end up working after that, but I wanted to check and see if there something else I can try so she is getting consistent results.  It used to work fine but now it is inconsistent.

Thanks,

Alan

Hi Iggy,

I think I may have dropped the ball here.  When you helped me a couple weeks ago,  I think we installed temporary license keys.   Now one of my users cannot authenticate on the server.  I am wondering if our temporary keys expired.  I think you were going to check with Paul on that?

Can you please let me know if expired keys would cause my user not to be able to login and how to correct that?

thanks.

Tried that.  Still doesn't allow me into the Administration Tool.

I am not sure if this has anything to do with it.

I am seeing this error in the Application Logs.  The Open Procedure for service "aspnet_state" in DLL "C:\Windows\System32\aspnet_counters.dll" failed. Performance data for this service will not be available. The first four bytes (DWORD) of the Data section contains the error code.

And I am seeing this in the System Logs:

DCOM got error "1385" and was unable to logon birkusa\amc_service in order to run the server:
{151D8D61-DFE6-4BF8-8294-83662FC65E75}.

We changed all the accounts to use a domain account (amc_service) when you helped me last.  I know the account works because I logged on to the computer using those credentials interactively.

CMService starts, then immediately stops.  I get a message saying "The CMService service on Local Computer started and then stopped....."

Hi Iggy,

The account is still active and the password still works.

The AdminToolAppPool will not remain started.  I retyped in the credentials for that pool.  It seems to start until I browse to the AdministrationTool, then it stops.

Alan

Hi,

We had been running fine for a few weeks.  My network admin installed the Backup Exec agent on our server and rebooted.  Now I cannot get the CTI function to work or get into the admin screen. 

I looked at all the login prompts and they seem okay.  I am obviously missing something somewhere.

In the application pools the "AdminToolAppPool" is stopped and it won't start (it starts and then stops).   

When I try to browse to any of the sites, I am getting a certificate warning, but I see my certificate is installed and not expired.

I am seeing this error in the event logs: "Application pool DesktoolbarAppPool has been disabled. Windows Process Activation Service (WAS) encountered a failure when it started a worker process to serve the application pool."

The admin console displays this message when I try to browse to it. 

Service Unavailable

HTTP Error 503. The service is unavailable.

I should have added, I am trying to use your own authentication.  Not windows domain.

Hi Support,

Thanks for your patience.  I checked all the services,pools and dcom again, and now I am getting the tool bar in desk.  Yeah!

However when I go to login, I am receiving "Failed to register on Login".   I have tried checking and unchecking hotseating as I believe we use that feature.  But that didn't change anything.

My CMService service does not seem to stay running.  I am not sure if that is by design or not. 

I am seeing the following application error in the event logs:

Log Name: Application
Source: ASP.NET 4.0.30319.0
Date: 3/7/2017 9:08:11 AM
Event ID: 1310
Task Category: Web Event
Level: Warning
Keywords: Classic
User: N/A
Computer: aries.birkusa.birkenstockusa.com
Description:
Event code: 3008 Event message: A configuration error has occurred. Event time: 3/7/2017 9:08:11 AM Event time (UTC): 3/7/2017 5:08:11 PM Event ID: dabed324d13a41db8db7802e90e406b3 Event sequence: 1 Event occurrence: 1 Event detail code: 0 Application information: Application domain: /LM/W3SVC/1/ROOT/AMCDotNetEventAdapterWebService-197-131333800910254222 Trust level: Full Application Virtual Path: /AMCDotNetEventAdapterWebService Application Path: C:\Program Files (x86)\AMC Technology\Dot Net Application Adapter\AMCDotNetEventAdapterWebService\ Machine name: ARIES Process information: Process ID: 17328 Process name: w3wp.exe Account name: ARIES\ccs_service Exception information: Exception type: ConfigurationErrorsException Exception message: Could not load file or assembly 'CMGatewayFactory' or one of its dependencies. An attempt was made to load a program with an incorrect format.
at System.Web.Configuration.CompilationSection.LoadAssemblyHelper(String assemblyName, Boolean starDirective)
at System.Web.Configuration.CompilationSection.LoadAllAssembliesFromAppDomainBinDirectory()
at System.Web.Configuration.AssemblyInfo.get_AssemblyInternal()
at System.Web.Compilation.BuildManager.GetReferencedAssemblies(CompilationSection compConfig)
at System.Web.Compilation.BuildManager.CallPreStartInitMethods(String preStartInitListPath, Boolean& isRefAssemblyLoaded)
at System.Web.Compilation.BuildManager.ExecutePreAppStart()
at System.Web.Hosting.HostingEnvironment.Initialize(ApplicationManager appManager, IApplicationHost appHost, IConfigMapPathFactory configMapPathFactory, HostingEnvironmentParameters hostingParameters, PolicyLevel policyLevel, Exception appDomainCreationException)

Could not load file or assembly 'CMGatewayFactory' or one of its dependencies. An attempt was made to load a program with an incorrect format.
at System.Reflection.RuntimeAssembly._nLoad(AssemblyName fileName, String codeBase, Evidence assemblySecurity, RuntimeAssembly locationHint, StackCrawlMark& stackMark, IntPtr pPrivHostBinder, Boolean throwOnFileNotFound, Boolean forIntrospection, Boolean suppressSecurityChecks)
at System.Reflection.RuntimeAssembly.InternalLoadAssemblyName(AssemblyName assemblyRef, Evidence assemblySecurity, RuntimeAssembly reqAssembly, StackCrawlMark& stackMark, IntPtr pPrivHostBinder, Boolean throwOnFileNotFound, Boolean forIntrospection, Boolean suppressSecurityChecks)
at System.Reflection.RuntimeAssembly.InternalLoad(String assemblyString, Evidence assemblySecurity, StackCrawlMark& stackMark, IntPtr pPrivHostBinder, Boolean forIntrospection)
at System.Reflection.RuntimeAssembly.InternalLoad(String assemblyString, Evidence assemblySecurity, StackCrawlMark& stackMark, Boolean forIntrospection)
at System.Reflection.Assembly.Load(String assemblyString)
at System.Web.Configuration.CompilationSection.LoadAssemblyHelper(String assemblyName, Boolean starDirective)

Request information: Request URL: https://aries.birkusa.birkenstockusa.com:443/AMCDotNetEventAdapterWebService/AMCEventService.asmx Request path: /AMCDotNetEventAdapterWebService/AMCEventService.asmx User host address: 172.16.9.8 User: Is authenticated: False Authentication Type: Thread account name: ARIES\ccs_service Thread information: Thread ID: 42 Thread account name: ARIES\ccs_service Is impersonating: False Stack trace: at System.Web.Configuration.CompilationSection.LoadAssemblyHelper(String assemblyName, Boolean starDirective)
at System.Web.Configuration.CompilationSection.LoadAllAssembliesFromAppDomainBinDirectory()
at System.Web.Configuration.AssemblyInfo.get_AssemblyInternal()
at System.Web.Compilation.BuildManager.GetReferencedAssemblies(CompilationSection compConfig)
at System.Web.Compilation.BuildManager.CallPreStartInitMethods(String preStartInitListPath, Boolean& isRefAssemblyLoaded)
at System.Web.Compilation.BuildManager.ExecutePreAppStart()
at System.Web.Hosting.HostingEnvironment.Initialize(ApplicationManager appManager, IApplicationHost appHost, IConfigMapPathFactory configMapPathFactory, HostingEnvironmentParameters hostingParameters, PolicyLevel policyLevel, Exception appDomainCreationException)
Custom event details:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="ASP.NET 4.0.30319.0" />
<EventID Qualifiers="32768">1310</EventID>
<Level>3</Level>
<Task>3</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2017-03-07T17:08:11.000000000Z" />
<EventRecordID>2898</EventRecordID>
<Channel>Application</Channel>
<Computer>aries.birkusa.birkenstockusa.com</Computer>
<Security />
</System>
<EventData>
<Data>3008</Data>
<Data>A configuration error has occurred.</Data>
<Data>3/7/2017 9:08:11 AM</Data>
<Data>3/7/2017 5:08:11 PM</Data>
<Data>dabed324d13a41db8db7802e90e406b3</Data>
<Data>1</Data>
<Data>1</Data>
<Data>0</Data>
<Data>/LM/W3SVC/1/ROOT/AMCDotNetEventAdapterWebService-197-131333800910254222</Data>
<Data>Full</Data>
<Data>/AMCDotNetEventAdapterWebService</Data>
<Data>C:\Program Files (x86)\AMC Technology\Dot Net Application Adapter\AMCDotNetEventAdapterWebService\</Data>
<Data>ARIES</Data>
<Data>
</Data>
<Data>17328</Data>
<Data>w3wp.exe</Data>
<Data>ARIES\ccs_service</Data>
<Data>ConfigurationErrorsException</Data>
<Data>Could not load file or assembly 'CMGatewayFactory' or one of its dependencies. An attempt was made to load a program with an incorrect format.
at System.Web.Configuration.CompilationSection.LoadAssemblyHelper(String assemblyName, Boolean starDirective)
at System.Web.Configuration.CompilationSection.LoadAllAssembliesFromAppDomainBinDirectory()
at System.Web.Configuration.AssemblyInfo.get_AssemblyInternal()
at System.Web.Compilation.BuildManager.GetReferencedAssemblies(CompilationSection compConfig)
at System.Web.Compilation.BuildManager.CallPreStartInitMethods(String preStartInitListPath, Boolean&amp; isRefAssemblyLoaded)
at System.Web.Compilation.BuildManager.ExecutePreAppStart()
at System.Web.Hosting.HostingEnvironment.Initialize(ApplicationManager appManager, IApplicationHost appHost, IConfigMapPathFactory configMapPathFactory, HostingEnvironmentParameters hostingParameters, PolicyLevel policyLevel, Exception appDomainCreationException)

Could not load file or assembly 'CMGatewayFactory' or one of its dependencies. An attempt was made to load a program with an incorrect format.
at System.Reflection.RuntimeAssembly._nLoad(AssemblyName fileName, String codeBase, Evidence assemblySecurity, RuntimeAssembly locationHint, StackCrawlMark&amp; stackMark, IntPtr pPrivHostBinder, Boolean throwOnFileNotFound, Boolean forIntrospection, Boolean suppressSecurityChecks)
at System.Reflection.RuntimeAssembly.InternalLoadAssemblyName(AssemblyName assemblyRef, Evidence assemblySecurity, RuntimeAssembly reqAssembly, StackCrawlMark&amp; stackMark, IntPtr pPrivHostBinder, Boolean throwOnFileNotFound, Boolean forIntrospection, Boolean suppressSecurityChecks)
at System.Reflection.RuntimeAssembly.InternalLoad(String assemblyString, Evidence assemblySecurity, StackCrawlMark&amp; stackMark, IntPtr pPrivHostBinder, Boolean forIntrospection)
at System.Reflection.RuntimeAssembly.InternalLoad(String assemblyString, Evidence assemblySecurity, StackCrawlMark&amp; stackMark, Boolean forIntrospection)
at System.Reflection.Assembly.Load(String assemblyString)
at System.Web.Configuration.CompilationSection.LoadAssemblyHelper(String assemblyName, Boolean starDirective)

</Data>
<Data>https://aries.birkusa.birkenstockusa.com:443/AMCDotNetEventAdapterWebService/AMCEventService.asmx</Data>
<Data>/AMCDotNetEventAdapterWebService/AMCEventService.asmx</Data>
<Data>172.16.9.8</Data>
<Data>
</Data>
<Data>False</Data>
<Data>
</Data>
<Data>ARIES\ccs_service</Data>
<Data>42</Data>
<Data>ARIES\ccs_service</Data>
<Data>False</Data>
<Data> at System.Web.Configuration.CompilationSection.LoadAssemblyHelper(String assemblyName, Boolean starDirective)
at System.Web.Configuration.CompilationSection.LoadAllAssembliesFromAppDomainBinDirectory()
at System.Web.Configuration.AssemblyInfo.get_AssemblyInternal()
at System.Web.Compilation.BuildManager.GetReferencedAssemblies(CompilationSection compConfig)
at System.Web.Compilation.BuildManager.CallPreStartInitMethods(String preStartInitListPath, Boolean&amp; isRefAssemblyLoaded)
at System.Web.Compilation.BuildManager.ExecutePreAppStart()
at System.Web.Hosting.HostingEnvironment.Initialize(ApplicationManager appManager, IApplicationHost appHost, IConfigMapPathFactory configMapPathFactory, HostingEnvironmentParameters hostingParameters, PolicyLevel policyLevel, Exception appDomainCreationException)
</Data>
</EventData>
</Event>

Please let me know how to proceed.

Thanks,

Alan

Hi,

I am still not working.   I think I have everything configured but the Desktoolbar service doesn't seem to be working.  I checked and reentered all the settings but every time I browse to the site https://xxxxx.xxxxxxx.com/Desktoolbar I get service unavailable.  I noticed following that that the desktoolbarapppool shuts down.

I have included a snap of my settings for that service.  Can you please tell me where else I should look?  

thanks,

Alan

The further I get into this configuration, the more confused I become.

I have been pouring over two manuals mainly:

AMC Application Adapter - Desk.com - Implementation Guide - Version 6.5

AMC Contact Canvas Server - Implementation Guide  - Contact Canvas 6.5

Your reply above makes me feel uncertain that I have chosen the right Server Profile.  

Can you please outline which manuals I should be reviewing for which functions to get us set up properly?

We are just trying to get the desk connector to our phone switch working.  I have my Avaya Tapi 2.0 driver working properly. It is seeing the phone lines so I believe that is working properly.   I am still not clear how our users get configured 

It is not clear to me the proper path to configure all the elements.  The manually does not sufficiently describe how to set up my particular implementation (Desk.com, Avaya IP Office).  There a many, many options and I am not clear which ones I need to touch and which ones I don't.

It would be very helpful if someone can help guide me through which items I need to configure and which ones don't need to be touched.

I have a brand new server with the Contact Canvas running.  We have the Administrator App running.

Which is the proper server profile template for my implementation?  It is not clear how to choose this.  Where in the manual does it out line this?