Troubleshooting

This section provides information to help solve problems you may encounter while using the Web telephony service.

If the Web telephony service doesn't answer calls, the service may not be started. To confirm that the service is started:

Using the Windows 2000 Task Manager application (accessible by pressing CTRL+ALT+ DEL), check for the process MSWTESRV.exe under the Processes tab. If you cannot find it, the Web telephony service did not start.

To determine the problem:

• Check the Event Viewer for Web telephony events and errors in the Application Log section.

If the Web telephony service is listed under the Processes tab of Task Manager but still does not answer calls, make sure you have a TSP installed and properly configured:

• To verify proper installation and configuration, try running other TAPI applications that also use audio to verify that the telephony configuration is correct.
• Make sure that your machine can answer calls, play voice output over the line, and detect Dual Tone Multi-Frequency (DTMF) signaling.

If the Web telephony service disconnects after answering calls, check the following:

• The voice board's audio driver may not be properly installed. Try to play a wave file to the device using another TAPI application.
• WTE could not find the voice file that it was directed to play. Look in the log file for errors of this type.
• WTE attempted to navigate to an undefined destination. Check your Web site for inaccurate references by using Internet Explorer or one of the many tools available for checking the integrity of references.
• Check the Web telephony log file. WTE logs many types of events into a file or SQL database. Examples of events include new calls, navigation operations, authoring errors, and so on. The default configuration contains a log file name under the <target directory>\Log. The name of the log file is taken from the configuration.
• Depending on which events occurred while WTE was running, another log, called the developer log, may have been created. For more information on this log file and its contents, see The Developer Log.

If the application stops responding to DTMF digits, first check to make sure your HTML pages do not cause Internet Explorer to display a message box. All message boxes appear on the computer monitor screen. For more information, see Message Box Management.

One way to find and resolve problems that occur in a WTE application is to run the WTE service in window mode. While in window mode, the WTE service displays the currently loaded HTML page in a window on the host computer. This allows you to see your application as it runs. For more information, see Running the Web Telephony Service in Window Mode.

If you are having a problem that you cannot solve, check Known Issues and Limitations. If the problem is not a known issue, do the following:

• Prepare an e-mail message.
• Attach the log file, the exported file from your registry (HKEY_LOCAL_MACHINE\Software\Microsoft\Web Telephony Engine), and the Web telephony-related events from Event Viewer.
• Send to Web Telephony Engine Customer Feedback.