new problem receiving faxes get error message

[Amanda]

I am having a problem recently with the fax program in Windows Vista
Ultimate. I have been using the program for some time without problem, this
has just cropped up.
I have the program set to manually receive faxes, and when I answer the
phone and hear a fax tone I click on receive fax now, and when I hear the
program make it's squeal I can hang up and the program will receive the fax.
Lately, the squeal comes but it never receives the fax.
Error message: "The incoming call cannot be answered as a fax."
I don't think the problem is on the sending fax machine.
Any thoughts?
I checked Microsoft knowledge base and found an article talking about the
class of the modem, but since this has already been set up for some time
successfully I am skeptical about that, and reluctant to edit the registry
without knowing for sure.
Thanks

 

[Chuck]

The modem sees the line, but does not negotiate or does not recognize that
it has an incoming fax.
"Error message: "The incoming call cannot be answered as a fax."

The phone line quality may have deteriorated. What kind of phone line do you
have --POTS, or something else?
You may have added phones to the line, dropping the line levels.
The modem or it's driver & software may be the cause.

Try enabling the modem log, and see what the command reply sequence looks
like. This can be a major clue as to what is actually causing the problem.
The modem.log file is a text file that notepad can read.

There are different fax modes, and the send fax may be operating in one that
your fax modem cannot handle, or
needs to have it's fax settings massaged a bit.

A common setting involves how long the fax modem allows for negotiation
before it gives up.
(I hope you have some sort of manual for the fax modem that lists it's
commands.)

If that isn't bad enough, software applications that run in background can
also be a factor.
They can have an effect on "real time" operations, such as answering a fax.

I've always had better luck with external modems when it comes to fax. Most
of the internal modems are "soft modems" and depend on software to provide
the basic functionality, and a hardware modem has, well hardware to do the
same sort of things, thus reducing the real-time requirements placed on the
computer. You would think that this would not be an issue with today's
computers, but it can be.

A long standing example having nothing to do with fax.

Midi keyboard with a software application such as windows built in
multimedia player.
Windows built in synthesizer
It's possible with some effort to assign channels or "tracks" as they are
sometimes called to either or both. Each channel or track usually consists
of one instrument.
When a midi song is played, several tracks are played at the same time.

Getting the external midi keyboard and the internal windows synthesizer to
play in sync can be a major problem. It wasn't such a problem when much
slower computers and windows 3.11 were common.

 

[Amanda]

Hi, thanks for the reply.
Well, I have an old regular land line phone. I don't know what type to call
that. I do know that a while back when I investigated getting DSL for
internet, it didn't work, and the phone company said our old lines would have
to be re-done somehow. This has never affected my fax in the past, but I
suppose they could have deteriorated further?
As to a modem log, I don't know how to do that, since I do not have any kind
of manual with the modem. (It is a US Robotics V92 internal PCI modem.) I
will poke around in the settings and in control panel to find a way to see
the logs, but I feel I won't understand what they are telling me.
I think my next step is to try to get to US Robotics support. I wanted to be
sure that it wasn't a windows problem.
In the past, whenver I have problems with ANYTHING, the first response I get
from other companies is that it is a windows problem. After ridiculous
research time, I often find out it is NOT, and I am likely to end up back
where I started, with the other company!

So thanks, I'll keep digging.

 

[Chuck]

An old fashioned two wire phone line is in fact, a "POTS" line (Plain Old
Telephone Standard?)
With some hate and discontent, the phone company can be induced to test your
line for "voice quality"
Have you noticed any problems, such as static or hum on the line? Is the
volume less than it used to be?

USR had a test line that, if still in service, might tell you about the
quality of your currnet line.
Using it might be another study in frustration, since you would likely need
to use a windows terminal emulator program. (Ecch!)
Looking at a never used USR 56k PCI V.92 ISA internal fax modem Model
USR5660A--
The printed manual is only useful for the physical install.
The included CD has more information than the printed manual, but the
drivers, etc. are dated and cover up to XP only. (Version NAM SMV92 1.3)
USR is going to be your best bet for current information.
Manuals/56K Modem/English/six.html on the CD contains the command
information.
The V92s can take quite a bit of time to negotiate a connection with the
other modem. This may be part of the problem, Esp. if the phone line is not
the greatest.
Installing or trying to install the CD may mess things up. It is an
autostart CD, and on most systems will start in auto play. Exit out
immediately at the welcome screen.
Exploring the CD should get you eventually to the Manuals/56K
Modem/English/six.html file.


(out of time for the moment, gotta deal with other issues)

 

[Chuck]

If there is a line noise issue, the below URL may be of some help.
http://support.microsoft.com/kb/927526

 

[Chuck]

Another point is that the USR 5670 model does have Vista drivers. It seems
to be just a newer version of the 5660.

 

[Amanda]

Thanks Chuck, all this is good advice.

I have noticed less volume on the phone, but just assumed it was my old ears
getting weaker
I'll explore drivers, line noise etc. and see what happens.

One more thing I noticed yesterday: when a fax came that I was expecting, I
did not pick up the phone at all, but clicked on manually receive fax......it
never cut off the ring at all like it might have in the past, and it allowed
my answering machine to pick up after 5 rings. It has never done this before.
The dialog box on the screen did say it was answering the call as a fax,
although it apparently wasn't.

Someone suggested that I set it up to automatically print the faxes, and see
if it is receiving it but not putting it in the inbox, so I may try that too.

Thanks, I will try all your ideas!

Amanda

 

[Amanda]

I solved my problem, wanted to update it here, in case someone else has the
same problem. It was actually a faulty modem. I must have gotten a lightning
strike or power surge. One of the tests US Robotics recommends for checking
for dial tone led me to this answer. I put in a new modem and presto, faxes
working again.
So it was not a vista problem
Thanks