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NetModem Faxing issues

Troubleshooting issues with Windows Fax and Scan not sending or receving faxes

Step 1:

Open the "Windows Fax and Scan" Window,on the NetModem Client PC, by clicking the Start button, and navigate to All Programs > Windows Fax and Scan.
An alternative method is to type "Fax" in thge search box, and then select "Windows Fax and Scan from the results list above.

In the "Windows Fax and scan" window, check the message in the lower right corner of the window.
Normally it should say "All Fax accounts are accessable".

If it says that some or all fax accounts are inaccessible, then take the following steps to delete and re-create
the fax account::

A. In Windows Fax and Scan, click Tools, and then click Fax Accounts.
B..In the Fax Accounts dialog box, select the fax account that you want to delete, and then click Remove.
C. Click Add, and then follow the steps that are in the wizard to create a new fax account.

Step 2:

Open the "Phone and Modems" applet in the Windows Control Panel, and click on the "Modems" tab.

Confirm the following:

  1. The Modem is attached to the same COM port which is defined in NetModem Client.
  2. If multiple modems are installed on this PC, make sure that none of the other modems are also attached to the same COM port.
  3. The name of the modem should match the brand and model number of the modem located on the NetModem Server.
    Avoid using "Standard" modem drivers.

If you change the modem driver that the NetModem Client COM port is attached to, then do the following::

  1. Stop the "fax" service and then restart it, either from the Services applet in the Controll Panel (Usually found under Administrative Tools), or it can be done from an "Adminitstrator Command Prompt" by typing the following command lines:
  2. Return to step 1, to make sure that "Windows Fax and Scan" does not show that the fax account is inaccessable.

For assistance with installing a Modem driver on the NetModem Client COM port, see Chapter 7 of the NetModem User's Guide.


Step 3:

From the "Windows Fax and Scan" window, click on Tools > Fax Settings,

From the "Fax Setrtings" window, confirm the following:

  1. The Fax Device name shown here must match the modem name which was shown in Step 2.
    If it does not match, click the "Select fax device" button to select the correct device.
    Note: This button will be disabled if the currently selected device is the only functional modem.

  2. If you wish to send faxes on this device, the "Allow the device to send faxes" must be checked.
    If you wish to receive faxes on this device, the "Allow the device to receive fax calls" must be
    checked, and the "Automaticaly answer" option should also be checked..

If there is no device name displayed at all, and the "Select fax device" button is disabled, this indicates
that none of the modems defined in the Control panels "Phone and Modems" applet are functioning.


Step 4:

Check that the NetModem Client's COM port is functioning (and able to detect the physical modem
on the server) by performing the following:

  1. Temoprarily stop the fax service, either from the Windows Control Panel's "Services" appliet (usually
    Found under Administrative tools), or by opening an Administrator Command Prompt and typing

  2. Open the NetModem Client Configuration program, by clicking the Start button and navigating to
    All Programs > NetModem Client > Configure NetModem Client.

  3. From the NetModem Client Configuration, click the "Test Server Connection" button.

  4. From the "Server Connection Test" window, click the "Start" button, and make sure that the
    Server Connection Test completes sucessfully.

    If the test fails, then review the "Troubleshooting and Technical Notes", section of the NetModem Users Guide,
    Chapter 16 to resove the issue.

    If the test completes sucessfully then restart the Fax service, either from the Windows Control Panel's "Services"
    appliet (usually Found under Administrative tools), or by opening an Administrator Command Prompt and typing


Step 5:

If NetModem Client is not running on a Server version of Windows, then skip this step.
The Microsoft Fax Service Manager is not available in Windows 8.x, 7, Vista, or XP.

Open the "Microsoft Fax Service Manager", by clicking Start and typing "fax" into the search box, and then
select "Microsoft Fax Service Manager" from the results list above it.

From the Microsoft Fax Service Manager, select Devices (Under Devices and Providers), and confirm that
Receive is set to "Auto" (if you wish to receive faxes", and that Send is set to "Yes" I(if you wish to send faxes.

To change the values of either of these fields, Right-Click on "Fax (Local)" and select "Properties" to bring up
the properties window:

From the Fax (Local) Properties, Uncleck any of the 3 "Disable" checkboxes here as desired, and click "OK".


Step 6:

After performing the above steps, test that you are now able to send or receive faxes using Microsoft Fax and Scan.

If the faxes are being sent or received unreliably, such as incomplete pages or containing garbage, then check the following:

Determine if your fax modem supports Fax Class 2 or Fax Class 2.x. These Fax Classes are more reliable at sending faxes over a networked modem then Fax Class 1, as they use the hardware data pump to perform the work. Fax Class 1 uses the PC's CPU instead, and is therefore timing sensitive and can thus it can possibly be be effected by network latency. Unfortunatly many of todays inexpensive "Softmodems" only support Fax Class 1.

How to confirm which Fax Classes your installed modem supports:

  1. Type "device manager" in the Start Search box, and then click Device Manager in the Programs list.
  2. Expand Modems, right-click the modem that you use, and then click Properties.
  3. On the Diagnostics tab, click Query Modem.
  4. In the Command column, locate AT+FCLASS=?, and then note the value in the Response column.

Note: If the Response column contains a value of 1, 2, or 2.0, the modem supports Class 1, Class 2, and Class 2.0, respectively.

Class 2 and Class 2.0 are NOT the same protocols, and it is important to configure the fax software based on which protocol is supported by the modem. Class 2.1 is software compatible with Class 2.0, so if the fax modem supports Class 2.1 you can specify Class 2.0 in the software.

If your fax modem supports Class 2 or Class 2.x, you should enable the proper Fax Class in Microsoft Fax as described on our Using Microsoft Fax with NetModem page.

If you are still having issues after following these steps, then open a Technical Support Ticket.



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