Troubleshooting

Verify that the account attempting to run the installer has appropriate permissions on the machine.

Verify that the machine has internet connectivity. If not, download prerequisite installers on the Packet Forwarding machine.

Restart the Packet Forwarding Service setup.

Review the Windows Application Event Log for any further details on the failure.

Verify that the prerequisites have been installed previously.

If the error message "The Windows Installer Service could not be accessed. This can occur if the Windows Installer is not correctly installed. Contact your support personnel for assistance" displays.

If the error message "There is a problem with this Windows Installer Package. A DLL required for this install could not be run. Contact your support personnel or package vendor" displays:

Log on to a separate machine that has Remote Administration access to the Server Core machine and check the Application Event Log on the Server Core machine for more details on the error.

The first step that the QMS Packet Forwarding Service installation process performs is checking for WinPcap dll files. If not already installed, they will be automatically. During the .dll file copy process, there can be status windows that pop up behind the QMS Packet Forwarding Service install window. It can appear that installation has frozen.

Move the QMS Packet Forwarding Service install window to see if there are any of these status windows.

Click OK on the status windows to continue.

In the Event Viewer, expand the Applications and Services Event Log node. Click the QMS Packet Forwarding Service Log and look for an Exception…caught in CallRexPacketForwardingService.OnStart message.

Select the Applications and Services Event Log for the QMS Packet Forwarding Service Log for a PacketProcessor.OnStart: Capture device not found message.

Enable logging for the Packet Forwarding Service by setting the EnableLogging value in the config file to True, restart the service, and consult the log for more information on any errors.

Check for an "Exception…caught trying to parse config file" entry in the QMSPacketForwardingLog in the Event Viewer Applications and Services Log area.

Select the application config file to verify that at least one filter is defined.

Verify that the FilterCount property is set to 1 if one filter is defined or 2 if two filters are defined.

Verify that the destination IPs and ports are correct and reachable from the QMS Packet Forwarding Service machine.

Check for an "Exception…caught in QMSPacketForwardingService.UpdateConfiguration" entry or an "Unable to update filter…" entry in the QMS PacketForwardingService Log in the Event Viewer.

Verify that the Filter and Destination specified in the error are correct.

Confirm that no other process has the config file open.

Enable logging for the QMS Packet Forwarding Service by setting the EnableLogging value in the config file to True, restart the service, and consult the log for more information on any errors.

Start Wireshark (www.wireshark.org) on the QMS Packet Forwarding Service machine and confirm that no packets are leaving the Forwarding Service machine.

Start Wireshark on the machine that receives packets and verifies that no packets are being received.

Verify that any software or hardware firewalls between endpoints that allow traffic through on ports 65400 (or the port defined under BaseAddress in the application confg file) and all destination ports defined in the application config file.

Check for an "Exception…caught trying to parse config file" entry in the QMSPacketForwardingServiceLog in the Event Viewer Applications and Services Log area.

Verify that the FilterCount property is set to 1 if one filter is defined or 2 if two filters are defined.

Verify that the destination IPs and ports are correct and reachable from the QMS Packet Forwarding Service machine.

Check for an "Exception…caught in QMSPacketForwardingService.UpdateConfiguration" entry or an Update to update filter… in the QMSPacketForwardingServiceLog in Event Viewer.

Verify that the Filter and the Destination specified in the error are correct.

Confirm that no other process has the config file open.

Select the Call Recording performance counters in the Performance Monitor to confirm that system resources are not overextended.

Enable logging for the QMS Packet Forwarding Service by setting the EnableLogging value in the config file to True, restart the service, and consult the log for more information on any errors.

Start Wireshark on the server running the QMS Packet Forwarding Service, as well as the server that should be receiving packets from the Service, to determine which packets are not forwarded.

Verify that any software or hardware firewalls between endpoints that allow traffic through ports 65400 (or the port defined under BaseAddress in the application config file) and all destination ports defined in the application config file.

Stop the Service to see if connectivity is restored. If so, there is likely a problem with the packet filter(s) or destination(s) causing a spike in network traffic.

Restart the Service, and then start Wireshark on the QMS Packet Forwarding Service machine.

Confirm unexpectedly large amount of traffic originating from the server.

Confirm that the destinations are reachable from the Service machine.

Stop the service.

Open the CallRexPacketForwardingService.exe config file located in the program installation folder (usually C:\Program Files (x86)\QualityManagementSuite).

Restart the Service and Wireshark. Verify that network traffic is at normal levels.