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Fax Services Troubleshooting Guide WP 6.0 DOS
DocumentID: 10396
Revision Date: 07-Mar-97 8:41:29 AM

The information in this document applies to:
WordPerfect® 6.0 for DOS

Problem

Troubleshooting Fax Services

I.      Load Problems or PC Lock Up
      Most load problems give an error message explaining what the problem is. However, there are some instances where either the error message does not explain what the problem is or there is no error message given. If this is the situation, try the following steps:
      A.      Write down the error message and contact Customer Support. .
      B.      Check to make sure the fax driver(s) is configured properly in the CAS Utility or SETUP.EXE (Fax/Modem type, COM port, etc.). You must be able to provide the information on the modem (TYPE and PORT) before WPCorp can determine if the driver is setup properly. With third-party FaxBios drivers, you may need to consult the manual and/or call the company that makes the driver for help configuring the system.
      C.      Does the modem operate properly with other fax programs? If you have data communication software for the modem, is the modem operating properly with that software, including the ability to issue "AT" commands from Windows Terminal? If the modem is inoperable with other software, refer to the modem manufacturer or dealer for additional help.
      D.      Run vanilla. Remove other TSRs, menu programs, memory managers, and device drivers, with the usual exceptions (disk compression, SCSI HD drivers, etc.). Make sure the FILES and BUFFERS statements are set to at least 30. Check to see if removing another fax driver corrects the problem. Loading two different fax drivers at the same time will generally cause problems and there is no workaround. This also applies to TSR communications programs.
      E.      The PC locks up (booted vanilla). No error message is displayed. This can be caused by a variety of things but the most common are improper fax driver selection and hardware conflicts.
            1.      Fax driver options for FaxDirect are selected in menu item #2 (HARDWARE DRIVER SETUP) within the SETUP program supplied with WP 6.0 DOS. You must know which selection is appropriate for the modem.
            2.      Symptoms of a hardware conflict can be present randomly before, during, or after fax driver installation. The symptoms include:
                  a.      Inability to load drivers.
                  b.      Consistently canceled faxes.
                  c.      Improper or sporadic operation of other peripherals when fax drivers are loaded.
                  d.      Improper or sporadic operation of fax services.
                  e.      The PC locks up.
NOTE:      Hardware conflicts are most often the result of an improperly installed modem. It is the responsibility of the installer to ensure the modem does not create a conflict with an existing device (IRQ or Base I/O setting). This problem must be resolved by the installer, a dealer, consultant, or similar technician.

II.      Fax Services Problems
      A.      A common cause of fax services problems is low memory. Exit WP and check the memory. (MEM /C/P) The minimum required is 520K available before going into WordPerfect 6.x DOS, but with the fax drivers loaded. (Minimum for WP 5.1+ is 480K) If you have less than the minimum required, additional conventional memory is needed to test the problem.
      B.      If you receive an error message, write the error message down and contact Customer Support. Some features may not be supported with a particular fax driver.
      C.      If you are unable to send faxes, try the following steps:
            1.      Unload the fax drivers for WP by typing C:\WP60\FAXDIR /R and press enter. In the QUEUES directory delete all the .QUE files. (This is always a sub-directory to the directory where the fax files are installed. ie. In WordPerfect 6.0 this directory is C:\WP60\QUEUES) To do this, make sure you are in the QUEUES directory and type DEL *.QUE and press Enter.
            2.      Check the available Conventional Memory from within WP. (Click on the Help menu item and choose WPINFO) This should be at least 200K or higher.
            3.      Check the configuration of the Fax drivers. From the directory where the fax files are installed, type FAXDIR /R and press Enter. Then type SETUP and press enter. This should take you into the CAS Utility. Check the following:
                        a.       Hardware Driver Options
                                     COM Port should be set to the port the modem is hooked into.
                                     IRQ should be the same as it is set on the modem.
                                     Hardware driver should be CLASS1.FXH, CLASS2.FXH, or SENDFAX.FXH. (Check your modem manual or manufacturer for the correct setting.
                        b.       Dialing Options
                                     Try changing the Call Progress to No Call Progress.
                        c.       Miscellaneous Options.
                                     Change the Highest Fax Speed to be one speed lower than your regular modem faxing speed. (Example: change to 9600 if your modem is a 14,400)
                                     If using QEMM, try changing EMS Usage to Do Not Use.
            4.      Make sure no other modem or communication programs are running in memory while the WordPerfect fax drivers are loaded.
            5.      Try sending from DOS.
                        a.       From the directory where the fax files are installed, type
                              FAXSEND c:\autoexec.bat and press Enter. (In place of type a fax number where you may send a test fax. Example, 1,8015551234)
      D.      If you are unable to receive faxes, try the above troubleshooting steps C(1), C(2), C(3), and C(4) and also the following steps:
            1.      Just like C(3), unload the fax drivers and run the SETUP utility from the directory where the fax files are installed. Under the Dialing Options:
                  a.      Make sure Answer on Ring is set to something other than 0.
                  b.      Make sure that Caller ID Modem Type is set to No Caller ID.
            2.      When the modem starts ringing, try forcing it to answer by pressing Ctrl-Alt- A.
      E.      Like Fax Services problems, the most likely cause of secondary problems is low memory. Exit WP and check the memory. (MEM /C/P) The minimum required is 520K available before going into WordPerfect 6.x DOS, but with the fax drivers loaded. (Minimum for WP 5.1+ is 480K)
      F.      If you are using a memory manager besides those that come with DOS (version 5.0 or 6.0) or Windows 3.1, try running with HIMEM and EMM386.
      G.      Run vanilla. Remove or REMark out TSRs (like Smartdrive) and device drivers from the AUTOEXEC.BAT and CONFIG.SYS. Keep in mind that if you run without a memory manager that lets you load TSRs and drivers high, you may not have enough memory to run WP 6.0 DOS and the fax drivers at the same time.

III.      Using Windows Terminal to troubleshoot DOS fax problems.

This utility will be used to call attention to the modem, find out what class your modem is, reset modem to manufacture default, and try to establish connection with your comport.

      A.      If you are having trouble getting your fax modem to be recognized by the WP6x CAS Utility setup program, making sure the COMPORT, IRQ, and Class are correctly setup is vital. Windows 3x has a Utility that can be used to verify these things, and the settings can be read by DOS.

            1.      How to access Terminal:
                  a.      Go to dos.
                  b.      Start Windows
                  c.      From the Windows Program Manager, click on File & Run.
                  d.      Type æTerminal' on the command line.

            2.      How to use Terminal:
                  a.      Try to type æat' and enter. This will call for the modem's attention. If everything is set correctly, æOK' will appear under æat'.

            3.      If you can't type, chances are the COMPORT isn't correctly selected. If this is the case, do the following:
                  a.      Click on Settings
                  b.      Click on Communications
                  c.      On the lower right side of the screen is a small dialog box that says Connector. Check to see what COMPORT is selected. If None is highlighted, try selecting the various COMPORTS. Click OK, and try to type æat'.

            4.      Once you can type, you can check the class of the modem. There are class1 modems, class2 modems, and those that are both classes. The difference between the two classes is that class1 relies on the software to take care of modem corrections. Class2 modems make the modem take care of the modem error corrections. If you have a modem that is both classes, try using class2.

                        a.       Check for modem class:
                                     Type æat+fclass=?', press enter.
                                     0,1= Class 1 modem
                                     0,2= Class 2 modem
                                     ,1,2= both class 1 and class 2 modem.

                        In the CAS setup utility, setting this correctly, or changing class can make a big difference in the way your modem sends and receives information.

                        b.       Reset to Manufacture default:
                                     Type æat&f&w' on the Terminal screen. This is the standard way to reset all modems.

Answer:

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