Fax Services Troubleshooting Guide

DocumentID: 5835
Revision Date: 13-Sep-96 7:19:04 AM

The information in this document applies to:
WordPerfect® 6.1 for DOS

Problem

Please obtain complete modem information from the customer as you begin a Fax Services call (manufacturer name, model name and number, type [Class1/Class2/SendFax], and COM port in use). This information will solve or greatly reduce troubleshooting time in most cases. Modem information and information obtained from the troubleshooting below is mandatory for any fax QA. 1. Boot vanilla. Rename the AUTOEXEC.BAT and CONFIG.SYS files. Create a CONFIG.SYS file w/Files=40 and Buffers=20 only. This may resolve irq or tsr conflicts. 2. Can the user send from other DOS/Windows applications? 3. Has it ever worked? 4. Remove FAXDIR from memory, (at a DOS prompt type: faxdir /r) Delete the que files and restart the computer. To delete the que files, go to a DOS prompt, change to the \WP61\QUEUES directory and type del *.que. 5. Remove FAXDIR from memory, (at a DOS prompt type: faxdir /r) Use \WP61\REINDEX.EXE to re-index the SUPER.QUE files which hold the CAS information used by Fax Services. Only use this program when there are problems found with the .QUE data files. Usage - REINDEX c:\path (where : c:\path is the drive and path of the Fax Services queues). 6. Select a different Class/Hardware Driver in Setup under Hardware Driver Setup. 7. Is there enough free conventional memory while WP is running? There needs to be at least 220k free conventional memory while the user is in WordPerfect. In WP 6.x check available memory by selecting Help | About WP. In WP5.1+ press Ctrl+F3 | 4 (WP Info). 8. Is there a dial tone at DOS? Echo atdt >com? 9. Does FAXSEND.EXE work at DOS? FAXSEND . Faxsend will only send ASCII file formats. 10. If they have Windows, reset the modem to factory defaults. In Windows 3.1 use Terminal, in Windows 95 use Hyper Terminal enter: AT&F&W. 11. Check what modem class is being used. In Windows 3.1 use Terminal, in Windows 95 use Hyper Terminal and enter: AT+F CLASS=?. For DOS users add the /d option in the Optional Parameters line in Setup under Hardware Driver Setup and load FAXDIR.EXE and FAXB.COM. This will display information concerning the modem back to DOS. Once the information has been obtained remove the /d from the Optional Parameters line in Setup. 12. If there is no text displayed to the screen when typing in Windows 3.1 Terminal or Windows 95 Hyper Terminal, there is no communication with the modem. 13. Does the fax modem software being used need windows to recognize the modem? 14. Delete C:\WP61\FAXDIR.CFG and run SETUP.EXE again from the WP directory. 15. If an internal class1 modem is being used, try using /type=103 on the Optional Parameter line in Setup under Hardware Driver Setup. This option will work with any internal class1 modem. 16. When troubleshooting the US Robotics Sportster 28.8 use the /type=107 /FIFO on the Optional Parameter line in Setup under Hardware Driver Setup. 17. When troubleshooting the US Robotics Sportster 28.8, check the firmware date of the modem. This can be done in Windows 3.1 Terminal and Windows 95 Hyper Terminal by entering: ATI7. In Windows 95 you may also access the information about the modem in Control Panel | Modems | Diagnostics | More Info. We are looking for the Supervisor Date and DSP Date. Please make a note of these dates in the incident. If the date is prior to 3/4/96, the user will need to contact US Robotics Tech. Support with the Serial Number and Model Number from their modem. If it is an internal modem they will need to take it out to get the numbers. 18. Use PORTUTIL.EXE utility to determine what COM Ports are available. C:\WP61\PORTUTIL.EXE Make sure the correct port is selected in Hardware Driver Preferences in Setup. 19. Is the user attempting to fax from a DOS window? Windows 3.1 or Win95? 20. If the customer is attempting to use WP 6.x for DOS in Win95 you will need to set up a batch file and create a shortcut? A. Create a batch file to load FAXDIR.EXE and FAXB.COM, launch WordPerfect, and then remove the fax drivers from memory when you exit WordPerfect. The batch file consists of the following: c:\wp61\faxdir.exe c:\wp61\faxb.com c:\wp61\wp.exe c:\wp61\faxdir/r B. Create a Windows 95 Shortcut to load the batch file. C. Edit the Shortcut Properties. Select the Program Tab, choose Advanced, and select both Prevent MS-DOS-Based Programs from detecting Windows and Suggest MS-DOS Mode as necessary. You may also want to select the Close on Exit option. NOTE: No upper memory will be available to DOS applications launched from the graphical interface of Windows 95. You will not be able to load the fax drivers into high memory. If the computer is configured to use Expanded Memory (EMS), FaxDirect will use approximately 40k less conventional memory.

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