Can't Add Fax Support in WinXP Pro SP3

[John Miller]

I recently applied SP3 to my WinXP Pro installation, and shortly afterwards
discovered that I no longer had fax support. I can't say with any certainty
that SP3 broke it; only that I noticed the problem after applying SP3.

When I run the Add/Remove Programs applet in Control Panel and select
Windows Components, I check the fax support box and run through the
installation. It appears to succeed, but the fax service is then listed as
"stopping" and "disabled", and no fax printer is installed. When I re-run
the CP applet, the fax support box is still unchecked, indicating that the
installation didn't succeed. Running through the installation again doesn't
change things.

I've run SFC to assure that my basic OS files are intact. My modem driver
is the latest version, and Device Manager indicates that the device (USR
5686E external) is working properly.

I've found one other user on MS's TechNet forums who has this same problem,
but he hasn't yet applied SP3. When I contacted MS, they directed me to
their pay-for-help line.

I've tried brutally removing any vestiges of fax support with the command:

rundll32 advpack.dll,LaunchINFSection
%windir%\INF\fxsocm.inf,Fax.Uninstall

then re-installing fax support, but again, no change in the end result.

I'd much appreciate any help on this.

Thanks.

- John

 

[Rob]

I am having the same problem under xp home sp3.
Fax support has been uninstalled and I cannot re-install it.

 

[Russ Valentine [MVP-Outlook]]

Provide as many steps to repro and error messages as you can. I haven't seen
any such issues so far, but since every XP Service Pack to date has broken
fax, this hardly surprises me. They've probably managed to do it again.
Also, verify that fax was installed and working normally before you applied
SP3 and clarify exactly what changed after you did.

 

[Rob]

fax was installed and working in xpsp2.
now fax foldericon under communications is called:
@%systemroot%\system32\fxsres.dll,-118.
Under add/remove windows components fax services is unselected.
When I choose to install, it looks like fax installs fine, but i have the
same scenario as above. Exiting install and reentering tells me i have not
fax services installed again.
i have no error messages under eventvwr.
Log files...not sure where to look....any ideas appreciated.
cheers
rob

Provide as many steps to repro and error messages as you can. I haven't seen
any such issues so far, but since every XP Service Pack to date has broken
fax, this hardly surprises me. They've probably managed to do it again.
Also, verify that fax was installed and working normally before you applied
SP3 and clarify exactly what changed after you did.
--
Russ Valentine
[MVP-Outlook]

I recently applied SP3 to my WinXP Pro installation, and shortly afterwards
discovered that I no longer had fax support. I can't say with any
certainty that SP3 broke it; only that I noticed the problem after applying
SP3.

When I run the Add/Remove Programs applet in Control Panel and select
Windows Components, I check the fax support box and run through the
installation. It appears to succeed, but the fax service is then listed
as "stopping" and "disabled", and no fax printer is installed. When I
re-run the CP applet, the fax support box is still unchecked, indicating
that the installation didn't succeed. Running through the installation
again doesn't change things.

I've run SFC to assure that my basic OS files are intact. My modem driver
is the latest version, and Device Manager indicates that the device (USR
5686E external) is working properly.

I've found one other user on MS's TechNet forums who has this same
problem, but he hasn't yet applied SP3. When I contacted MS, they
directed me to their pay-for-help line.

I've tried brutally removing any vestiges of fax support with the command:

rundll32 advpack.dll,LaunchINFSection
%windir%\INF\fxsocm.inf,Fax.Uninstall

then re-installing fax support, but again, no change in the end result.

I'd much appreciate any help on this.

Thanks.

- John

 

[John Miller]

Rob clearly has *exactly* the same problem as I do. I submitted this to MS
Tech Support. If I get anything useful, I'll let ya know.

- John

 

[Hal Hostetler [MVP P/I]]

Rob and John:

It sounds like you may have security data base corruption as documented in
this KB article. This is a farly common problem after an SP2 install and it
looks like the probleem persists with SP3:

http://support.microsoft.com/kb/884018/EN-US/
You cannot add a Windows component in Windows XP

You can either:

1. Get the hotfix mentioned in the KB article and install it. Microsoft
usually waives any charges for support calls to get supported hotfixes
listed in Knowledge Base articles. If you go this route, please make SURE
the person you talk to understands you've applied XP-SP3; this hotfix may
have been included. FWIW, the only report I've had back on this hotfix was
that it did NOT fix the problem on an XP-SP2 system

2. Try this procedure using the Esentutl.exe utility mentioned in the KB
article to recover from security database corruption:

http://h10025.www1.hp.com/ewfrf/wc/genericDocument?lc=en&cc=us&docname=c00270202
HP and Compaq Notebook PCs: Unable to Install Windows XP Fax Software

I can report that the Esentutl utility has corrected the problem in a number
of cases, HOWEVER, note that Microsoft does NOT recommend that you use the
utility and would prefer you try the hotfix.

Hal
--
Hal Hostetler, CPBE -- (e-mail address removed)
Senior Engineer/MIS -- MS MVP-Print/Imaging -- WA7BGX
http://www.kvoa.com -- "When News breaks, we fix it!"
KVOA Television, Tucson, AZ. NBC Channel 4
Live at Hot Licks - www.badnewsbluesband.com

 

[John Speros]

My brother had Microsoft Fax working fine on his Dell XP box with all the
patches/SPs applied. He then installed SP3 from Microsoft Update and his Fax
Console now does not respond after launching it manually. It would just sit
there with the hourglass showing trying to refresh the inbox. It also does
not launch directly from Word like it used to. He had it setup to get
addresses from Outlook Express. The workaround was to uninstall SP3 from
Add/Remove programs and now Microsoft Fax is working for him again.

 

[Russ Valentine [MVP-Outlook]]

Not so sure.
I just installed SP3 and can repro none of these problems. Can you?

 

[GeorgeBMac]

I have a related problem -- but different.

I purchased a new-to-me computer with XP-Pro preinstalled. When I tried to
install fax under either sp2 or sp3, it tells me to insert the XP install CD
-- which I do not have.

It sounds from the above comments that fax is simply not working in sp3 --
so this may be a moot problem. But, does anybody have any ideas or
suggestions? I certainly do not want to try to buy a copy of XP-Pro when I
already have it.

 

[Russ Valentine [MVP-Outlook]]

Not related at all. You need your installation files. Obviously. What is
your question?

 

[GeorgeBMac]

Russ, I agree that I need those files, or at least the ones needed to setup
fax. My question is: How or where do I find those files -- or do I need to
purchase a copy of XP to get them on CD?

Not related at all. You need your installation files. Obviously. What is
your question?
--
Russ Valentine
[MVP-Outlook]

I have a related problem -- but different.

I purchased a new-to-me computer with XP-Pro preinstalled. When I tried
to
install fax under either sp2 or sp3, it tells me to insert the XP install
CD
-- which I do not have.

It sounds from the above comments that fax is simply not working in sp3 --
so this may be a moot problem. But, does anybody have any ideas or
suggestions? I certainly do not want to try to buy a copy of XP-Pro when
I
already have it.

 

[Russ Valentine [MVP-Outlook]]

They are the responsibility of whoever sold you the machine and the license
to XP.
--
Russ Valentine
[MVP-Outlook]

Russ, I agree that I need those files, or at least the ones needed to
setup
fax. My question is: How or where do I find those files -- or do I need
to
purchase a copy of XP to get them on CD?

Not related at all. You need your installation files. Obviously. What is
your question?
--
Russ Valentine
[MVP-Outlook]

I have a related problem -- but different.

I purchased a new-to-me computer with XP-Pro preinstalled. When I
tried
to
install fax under either sp2 or sp3, it tells me to insert the XP
install
CD
-- which I do not have.

It sounds from the above comments that fax is simply not working in
sp3 --
so this may be a moot problem. But, does anybody have any ideas or
suggestions? I certainly do not want to try to buy a copy of XP-Pro
when
I
already have it.

:

My brother had Microsoft Fax working fine on his Dell XP box with all
the
patches/SPs applied. He then installed SP3 from Microsoft Update and
his
Fax
Console now does not respond after launching it manually. It would
just
sit
there with the hourglass showing trying to refresh the inbox. It also
does
not launch directly from Word like it used to. He had it setup to get
addresses from Outlook Express. The workaround was to uninstall SP3
from
Add/Remove programs and now Microsoft Fax is working for him again.


I recently applied SP3 to my WinXP Pro installation, and shortly
afterwards discovered that I no longer had fax support. I can't say
with
any certainty that SP3 broke it; only that I noticed the problem
after
applying SP3.

 

[GeorgeBMac]

Thank you... I expected as such -- but I held out a hope that Microsoft
would actually support their product. That is, Fax is supposed to be a part
of XP. But, if you do not purchase a retail CD, then it is not installable.
that is, since I am the third owner of this PC (which had the OS
pre-installed 3 or 4 years ago by Compaq) then I would not expect either of
the prior owners to provide miscellaneous upgrades for a Microsoft product.

But, thanks for your help. Now I know where I stand.
George MacDonald

They are the responsibility of whoever sold you the machine and the license
to XP.
--
Russ Valentine
[MVP-Outlook]

Russ, I agree that I need those files, or at least the ones needed to
setup
fax. My question is: How or where do I find those files -- or do I need
to
purchase a copy of XP to get them on CD?

Not related at all. You need your installation files. Obviously. What is
your question?
--
Russ Valentine
[MVP-Outlook]
I have a related problem -- but different.

I purchased a new-to-me computer with XP-Pro preinstalled. When I
tried
to
install fax under either sp2 or sp3, it tells me to insert the XP
install
CD
-- which I do not have.

It sounds from the above comments that fax is simply not working in
sp3 --
so this may be a moot problem. But, does anybody have any ideas or
suggestions? I certainly do not want to try to buy a copy of XP-Pro
when
I
already have it.

:

My brother had Microsoft Fax working fine on his Dell XP box with all
the
patches/SPs applied. He then installed SP3 from Microsoft Update and
his
Fax
Console now does not respond after launching it manually. It would
just
sit
there with the hourglass showing trying to refresh the inbox. It also
does
not launch directly from Word like it used to. He had it setup to get
addresses from Outlook Express. The workaround was to uninstall SP3
from
Add/Remove programs and now Microsoft Fax is working for him again.


I recently applied SP3 to my WinXP Pro installation, and shortly
afterwards discovered that I no longer had fax support. I can't say
with
any certainty that SP3 broke it; only that I noticed the problem
after
applying SP3.

 

[Russ Valentine [MVP-Outlook]]

Totally unrealistic. This is not a Microsoft issue in the least. Anyone who
sells a machine is responsible for transferring the license for the software
and providing the installation files. Any buyer would make sure that happens
before they spend a dime on a used machine. If you have a valid, licensed
copy of Windows XP, Microsoft will provide all appropriate upgrades. XP Fax
is not an upgrade. It is a core component included in the original
installation files.
You think Microsoft is supposed to provide its software for free to anyone
who calls up and claims their OEM or reseller failed to provide it to them?
--
Russ Valentine
[MVP-Outlook]

Thank you... I expected as such -- but I held out a hope that Microsoft
would actually support their product. That is, Fax is supposed to be a
part
of XP. But, if you do not purchase a retail CD, then it is not
installable.
that is, since I am the third owner of this PC (which had the OS
pre-installed 3 or 4 years ago by Compaq) then I would not expect either
of
the prior owners to provide miscellaneous upgrades for a Microsoft
product.

But, thanks for your help. Now I know where I stand.
George MacDonald

They are the responsibility of whoever sold you the machine and the
license
to XP.
--
Russ Valentine
[MVP-Outlook]

Russ, I agree that I need those files, or at least the ones needed to
setup
fax. My question is: How or where do I find those files -- or do I
need
to
purchase a copy of XP to get them on CD?

:

Not related at all. You need your installation files. Obviously. What
is
your question?
--
Russ Valentine
[MVP-Outlook]
I have a related problem -- but different.

I purchased a new-to-me computer with XP-Pro preinstalled. When I
tried
to
install fax under either sp2 or sp3, it tells me to insert the XP
install
CD
-- which I do not have.

It sounds from the above comments that fax is simply not working in
sp3 --
so this may be a moot problem. But, does anybody have any ideas or
suggestions? I certainly do not want to try to buy a copy of XP-Pro
when
I
already have it.

:

My brother had Microsoft Fax working fine on his Dell XP box with
all
the
patches/SPs applied. He then installed SP3 from Microsoft Update
and
his
Fax
Console now does not respond after launching it manually. It would
just
sit
there with the hourglass showing trying to refresh the inbox. It
also
does
not launch directly from Word like it used to. He had it setup to
get
addresses from Outlook Express. The workaround was to uninstall SP3
from
Add/Remove programs and now Microsoft Fax is working for him again.


I recently applied SP3 to my WinXP Pro installation, and shortly
afterwards discovered that I no longer had fax support. I can't
say
with
any certainty that SP3 broke it; only that I noticed the problem
after
applying SP3.

 

[Lem]

Thank you... I expected as such -- but I held out a hope that Microsoft
would actually support their product. That is, Fax is supposed to be a part
of XP. But, if you do not purchase a retail CD, then it is not installable.
that is, since I am the third owner of this PC (which had the OS
pre-installed 3 or 4 years ago by Compaq) then I would not expect either of
the prior owners to provide miscellaneous upgrades for a Microsoft product.

But, thanks for your help. Now I know where I stand.
George MacDonald

They are the responsibility of whoever sold you the machine and the license
to XP.
--
Russ Valentine
[MVP-Outlook]

Russ, I agree that I need those files, or at least the ones needed to
setup
fax. My question is: How or where do I find those files -- or do I need
to
purchase a copy of XP to get them on CD?

:

Not related at all. You need your installation files. Obviously. What is
your question?
--
Russ Valentine
[MVP-Outlook]
I have a related problem -- but different.

I purchased a new-to-me computer with XP-Pro preinstalled. When I
tried
to
install fax under either sp2 or sp3, it tells me to insert the XP
install
CD
-- which I do not have.

George -

If the new-to-you computer was mfd by a "brand name" OEM such as
Gateway, Dell, hp, or the like, there is a pretty good chance that you
*do* have the files in a C:\i386 directory on your hard drive. Simply
point the fax install routine there when it asks for the XP CD.
http://members.shaw.ca/bsanders/FAQFAX.htm#_Toc88835131

--
Lem -- MS-MVP

To the moon and back with 2K words of RAM and 36K words of ROM.
http://en.wikipedia.org/wiki/Apollo_Guidance_Computer
http://history.nasa.gov/afj/compessay.htm

 

[John Miller]

Hal -

The hotfix you reference is included in SP3 and obviously doesn't solve the
problem.

I'm dealing with MS Tech Support now. After a couple of very false starts,
it appears that the issue has something to do with the handling of user
profiles. (Yeah - not intuitively obvious.) So far, per MS guidance, I've
tried adding a new user account which failed to complete initialization upon
the first login. I'm awaiting their further response. If I don't achieve
success, I'll try blasting my installation with Esentutl.exe that both you
and MS mention.

Thanks for responding.

- John

 

[John Miller]

After much fiddling with startup programs and services, I found that by
removing all vesiges of the fax component, disabling all non-MS services,
and then re-installing the fax component, it worked. After re-enabling all
services, it continued to work - even after a couple of re-boots - for a few
days. Then it malfunctioned again.

Remembering scattered references to issues with the Bluetooth stack is
vaguely related problems, I disabled my LLogitech Bluetooth service (v4.24),
reinstalled the fax component, and it worked reliably. I then updated
Logitech SetPoint (including their Bluetooth stack & service) to v4.60, and
the fax component is still working fine after several days.

It appears that in my case, the problem was some sort of interaction between
SP3 and Logitech's previous Bluetooth service. I'm just hoping that it
won't recur.

- John