Symptom or Need

The user reports that when opening the Manager configuration, the application gets stuck loading and sends the following error message: "Access violation at address 00EC9CC0 in modulo ConfigurationManager.exe Read of address 0000004do" .

Context / Scenarios

• Affected module: Wolkvox Manager desktop application (specifically when trying to access the Settings section).
• Local Environment (Client's Computer): This error usually occurs locally on the user's machine. It can be directly related to the hardware resources available at that time (such as RAM saturation or high memory consumption), local network restrictions that block the connection, or corrupted files in the currently installed version.
• Web Comparison: This is a characteristic error of the desktop version, so it is vital to compare it with the web environment (Web Manager) to isolate the fault.

Answer / Solution

Initial Validations

To manage this incident, document the ticket and perform the following technical checks:

Minimum information to collect:

• Name of the operation.
• Affected User ID(s) .
• Percentage of affected.

Initial Validations:

Complete the following list of steps in order to troubleshoot or diagnose the problem before escalating the case:

1. Replicate the novelty by logging in from a Wolkvox device.
2. Ask the customer to replicate the new feature by connecting to a different network on their computer.
3. Verify if the issue persists using an older version of Wolkvox Manager.
4. Check if the behavior is replicated when accessing the Web version of the Manager.
5. Check if the error is replicated when trying to access another operation hosted on the same server.
6. Reinstall the tool on the affected computer.
7. Check the resource consumption on the client's computer (specifically RAM/CPU usage).
8. Check internally if there were any recent updates to the server hosting the operation.
9. Request from the customer an exact screenshot of the error message.

Technical solution:

Instruct the client on the following step-by-step process to configure Exploit Protection exceptions in Windows:
1. Go to Windows Security.
2. Go to Application and Browser Controls.
3. Click on Exploit Protection Settings.
4. In Program Settings, click Add program to customize.
5. Choose the exact file path.
6. Select the executable: C:\ipdialbox\Manager.exe (or the path where the executable resides)
7. Within the list of options for this program, apply the following changes:
In the "Override system settings" option, set the following parameters to Disabled:
- Mandatory ASLR (Address space design randomness).
- Ascending ASLR .
- DEP (Data Execution Prevention).
Finally, click Apply to save the changes.
8. Restart the application so that Windows stops monitoring your memory under these rules.
These adjustments relax security restrictions only for this process, allowing the application to run in its native memory environment without interference from the operating system.

Temporary Alternative: Whenever the desktop version fails, recommend that the client use Wolkvox Manager Web to ensure business continuity.

Escalation

• If, after exhausting initial troubleshooting or validations, the technical solution fails to resolve the incident, you must escalate the issue to the CORE area, who are ultimately responsible for the solution.

Possible Causes

• Excessive RAM consumption on the user's computer that prevents the module from running.
• Conflicts caused by recent server updates or client-level network blockages.
• Conflict with Windows protection functions (DEP/ASLR), corrupt temporary files, or server resource saturation.