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Shoreware Services wont Start

Posted on 2014-03-14
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Last Modified: 2014-03-23
Hi
We have a shoretel shoreware director server that has not come back happy after a dirty shutdown.
A number of the services will not start, we have run a repair install which has assisted however many will still not start due to a dependency fail.

The ShoreWare TDI Media Driver service failed to start due to the following error:
The system cannot find the file specified.

The ShoreWare Workgroup Server service depends on the ShoreTel group and no member of this group started.

Any support would be appreciated as not much is forthcoming from the vendor.
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Question by:michael334
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Expert Comment

by:Mohammed Hamada
ID: 39934497
You might have had the file malfunctioned during the dirty shutdown. I think in your case a repair installation will do it.

In the logs you could find the specific TDI file that needs recovery.
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Author Comment

by:michael334
ID: 39935172
Hi
We have run an install / repair of the application with no changes, i have a newer version (13) but am unsure of the upgrade path.
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LVL 24

Expert Comment

by:Mohammed Hamada
ID: 39935443
Can you attach the logs here please if there's any errors recently reported?
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Author Comment

by:michael334
ID: 39935616
After the repair of the software the following is the first event that is generated.

The ShoreWare TDI Media Driver service failed to start due to the following error:
The system cannot find the file specified.

The rest are failures as they are dependent on this service.

The confusing part is the absence of a service called ShoreWare TDI Media Driver service, snapshot of the services attached.
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LVL 24

Expert Comment

by:Mohammed Hamada
ID: 39936240
Since the file is not there and the service as well then I would suppose that your system is infected with a root/virus or trojan.

Please download malware bytes, install, update it and then run a full scan on your server/PC thats running the Shoreware.

https://www.malwarebytes.org/

I would highly recommend that before you make any changes you take a backup of your settings just in case things got worse you can re-install and get things as it was.

Download Super Antisypware free edition and run it on the same machine.
http://www.superantispyware.com/?rid=3324

Make sure your windows host file is not changed by the malware. you can find the hosts file located in the following path.
Please open it and attach the content here

%systemroot%\system32\drivers\etc

If there's any sign of infection we'll go further with this. if not then I would recommend you to contact Shortel support.
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Author Comment

by:michael334
ID: 39936247
Thanks for the response,

First thing done was check of infection, we use the above tools, all scanned ok.

Shoretel recommend rebuild server and re-install which is not an easy proposition thus the request for support

.
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Accepted Solution

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Mohammed Hamada earned 1500 total points
ID: 39937475
Some malware can't be easily detected really as they operate in low level in the Operating system! They integrate them selves within some system attributed files and therefore scanners can't easily access them.

I would advise you to use combofix if it's compatible with windows server edition but I know it only works on the end user windows version.

I think your only solution is to re-install.
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Author Closing Comment

by:michael334
ID: 39949184
System is unable to be repaired to re-install is required.
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