Win XP Pro Fax Doesn't Track Anything

[John Miller]

I'm running Windows XP Professional SP1 and Office SP SP3, both with all current security and performance patches installed. I have enabled all fax notification and tracking options (show send/receive progress, notify of send/receive success, play a sound when anything happens), yet I never see a tray icon nor hear the simulated telephone ring when a call is incoming. Also, the only progress I see when sending a fax is a streaking green line; no information regarding page progress, connect speed, or anything else is displayed. Last of all, when dialing from MS Fax, there is no audio feedback from the modem, although there is feedback when I dial using any other dialer.

I have verified that my modem recognizes and reports incoming calls by using HyperTerm.

My system configuration is: 3.0 GHz P4 CPU, Abit IC7-MAX3 motherboard, Intel 875P chipset, 1 GB Kingston PC3500 DDR434 RAM, ATI Radeon 9800 XT AGP video card, two WD 36 GB 10K RPM SATA RAID 0 system HDDs on Intel 82801ER controller, WD 250 GB 7.2K RPM IDE data HDD, WD 120 GB external USB HDD, Memorex Dual Format CD/DVD +/- RW drive, Iomega Zip-100 external USB drive, Creative DI5633 V.92 PCI modem, MS wireless optical desktop KB & mouse, HP LaserJet III on Belkin F5U002 USB to parallel adapter cable, Antec 480 watt power supply.

Thanks in advance for your help.

- John

 

[John Miller]

Oops - I'm running Office XP (not Office SP). Pardon my typo.

- John

 

[Russ Valentine [MVP-Outlook]]

This is a common problem that was fixed by SP1. It has not been reproduced
after SP1. What caused the problem? Did the Fax Monitor ever work? If you go
to Tools > Fax Printer Status in the FAx Console, what do you see?
--
Russ Valentine
[MVP-Outlook]
I'm running Windows XP Professional SP1 and Office SP SP3, both with all
current security and performance patches installed. I have enabled all fax
notification and tracking options (show send/receive progress, notify of
send/receive success, play a sound when anything happens), yet I never see a
tray icon nor hear the simulated telephone ring when a call is incoming.
Also, the only progress I see when sending a fax is a streaking green line;
no information regarding page progress, connect speed, or anything else is
displayed. Last of all, when dialing from MS Fax, there is no audio
feedback from the modem, although there is feedback when I dial using any
other dialer.

I have verified that my modem recognizes and reports incoming calls by using
HyperTerm.

My system configuration is: 3.0 GHz P4 CPU, Abit IC7-MAX3 motherboard,
Intel 875P chipset, 1 GB Kingston PC3500 DDR434 RAM, ATI Radeon 9800 XT AGP
video card, two WD 36 GB 10K RPM SATA RAID 0 system HDDs on Intel 82801ER
controller, WD 250 GB 7.2K RPM IDE data HDD, WD 120 GB external USB HDD,
Memorex Dual Format CD/DVD +/- RW drive, Iomega Zip-100 external USB drive,
Creative DI5633 V.92 PCI modem, MS wireless optical desktop KB & mouse, HP
LaserJet III on Belkin F5U002 USB to parallel adapter cable, Antec 480 watt
power supply.

Thanks in advance for your help.

- John

 

[John Miller]

Russ -

Fax Monitor worked when I first built my system in December, 2003. I don't
use Fax very often, so I don't know when it quit. However, about a month
ago, for a variety of reasons, I did a complete reload of my system (format
the HDD, reinstall everything, reapply all the patches from MS, etc.). Fax
monitor wasn't working then, and it has never worked since the system
reload.

Fax Printer Status lists "Local" and "Online" under "Fax Printer" and
"Status", respectively.

I have transmit and manual receive enabled.

When I open Fax Monitor, all I see are the fax and PC icons with a green
line between them that twinkles occasionally. Nothing changes when I'm
sending or receiving a fax. If I expand the window by selecting "More >>",
the time / event list is empty. It used to list recently-detected calls,
but now does not.

- John

 

[Russ Valentine [MVP-Outlook]]

Sorry. No repros on that one. All known instances are fixed by SP1.

 

[Russ Valentine [MVP-Outlook]]

Just to make sure you got everything patched in the right order, make sure
these reg keys are correct. They're the ones fixed by SP1.

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Rpc\ClientProtocols]
"ncacn_np"="rpcrt4.dll"
"ncacn_ip_tcp"="rpcrt4.dll"
"ncadg_ip_udp"="rpcrt4.dll"
"ncacn_http"="rpcrt4.dll"

 

[Guest]

I'm having the same exact problem re:fax monitor. I have Windows XP Home Edition SP1. Fax monitor has only worked on one occasion for me, where it popped open automatically and gave me the send progress info. I have no taskbar icon nor did I ever see any ballons displayed or sounds. I have all the tracking and sound options enabled. Fax console remains static as well. The only way I can tell that my fax was sent successfully is by closing and opening the console a few times, then checking my "sent items" folder. I checked my "fax printer status" as per Russ' info and see local - online. Also checked my reg keys as per Russ' reply and they read the same.
This is very frustrating

Jill

 

[hge]

I have exactly the same problem. I use the fax not often. Until oktober 2003
it has functioned very well.But wenn I used the fax in december 2004 the
monitor did not function.From that time it dit not popup automaticaly.And
wenn i open the monitor manualy it does not registrate anything.

The fax programm works fine. The only way to control a fax was send
succesfully is checking the "send items"or the "incoming fax items"

I'm having the same exact problem re:fax monitor. I have Windows XP Home

Edition SP1. Fax monitor has only worked on one occasion for me, where it
popped open automatically and gave me the send progress info. I have no
taskbar icon nor did I ever see any ballons displayed or sounds. I have all
the tracking and sound options enabled. Fax console remains static as well.
The only way I can tell that my fax was sent successfully is by closing and
opening the console a few times, then checking my "sent items" folder. I
checked my "fax printer status" as per Russ' info and see local - online.
Also checked my reg keys as per Russ' reply and they read the same.

 

[Russ Valentine [MVP-Outlook]]

The more steps you all can post that can reproduce the problem, the better
the chance of finding a solution. Something must have been changed on your
systems for the Fax Monitor to have stopped working.
--
Russ Valentine
[MVP-Outlook]

I'm having the same exact problem re:fax monitor. I have Windows XP Home

Edition SP1. Fax monitor has only worked on one occasion for me, where it
popped open automatically and gave me the send progress info. I have no
taskbar icon nor did I ever see any ballons displayed or sounds. I have all
the tracking and sound options enabled. Fax console remains static as well.
The only way I can tell that my fax was sent successfully is by closing and
opening the console a few times, then checking my "sent items" folder. I
checked my "fax printer status" as per Russ' info and see local - online.
Also checked my reg keys as per Russ' reply and they read the same.

 

[hge]

In november 2003 I installed the Norton Firewall 2004 and Norton Antivirus
2004; it may be that this programm caused the problem.?
What firewall and antivirussoftware do you have?

Today I found in the Symantec knowledgebase this article:


Document ID:2003032710094536
Last Modified:23-03-2004



Microsoft Fax Monitor does not function properly after installing Norton
Internet Security
Situation:
After installing Norton Internet Security 2003 or 2004, the Microsoft Fax
Monitor does not appear when you receive a fax call. Microsoft Fax still
operates, but the Fax Monitor alert function does not.

Solution:
This problem has multiple possible causes and solutions. Start at the
beginning of this list and proceed until the problem is solved.

To correct a firewall rule conflict
If the Fax Monitor requires access to the Internet or network, this problem
might be caused by the Fax Monitor being blocked by the NIS firewall for
security purposes.

If you see a NIS alert message for a file that is in the Microsoft Fax
Monitor installation folder, then prompting NIS to create a firewall rule
for that file, rather than choosing to block the communication, may resolve
the problem.

If you do not see an alert, look at the list of NIS firewall rules to
determine whether any of those rules might be for the Microsoft Fax Monitor
program, and if there is such a rule, modify the rule to permit
communications. For help read the document How to unblock programs in Norton
Internet Security after selecting block and checking "Always use this
action".

If the Fax Monitor requires access to the Internet or network and the
problem is not caused by a firewall rule, then this problem might be caused
by any one of many other configuration settings that are designed to protect
your computer from intrusion. The Trojan Horse rule for Netspy blocks some
versions of Fax Monitor from working properly. To configure NIS to allow Fax
Monitor access while protecting your computer from Netspy read How to
configure NIS or NPF to allow Internet access to applications that use the
same port as a Trojan horse.

To correct a timing conflict
This problem may be due to a timing conflict between Norton Internet
Security (NIS) and Microsoft Fax Monitor. To prevent a timing conflict,
change when Microsoft Fax Monitor loads on startup so that it loads after
Windows starts. Contact Microsoft or your computer vendor for assistance.

Another, less useful solution, is to configure NIS so that it does not load
during Windows startup. However. doing so causes two problems:

a.. It prevents NIS from providing protection during the computer startup.
b.. It requires that you manually enable NIS (open NIS, click Security,
and click Turn On) each time that Windows loads.

To configure NIS for manual operation, read the document How to configure
Norton Internet Security or Norton Personal Firewall to load and unload
manually.

For more information on these solutions, read the document Cannot access the
Internet after installing NIS or NPF.

 

[John Miller]

Thanks to Russ for the attempts to help, and thanks hge for pointing me to
the Symantec knowledge base article.

Regarding Russ' comment, it isn't a question of what steps I perform that
reproduce the problem; rather, the problem is nearly always present.
"Nearly" is the operative word here. On a few occasions since I built my
system last December, the fax monitor operated properly. I am at a total
loss as to what I did that may have changed the operating environment at
those times. In particular, after reading Russ' message of 4/12/2004, I
figured I'd just have to put up with the squirrelly behavior, but then the
following morning when the telephone rang, I also heard the familiar jingle
from Fax Monitor. Checking its listing, there were several entries noting
the phone was ringing, the caller id, and subsequent ring events. I didn't
tweak, change, install, remove, or do anything else that I can think of.
And as is Jill's case, my registry keys are in proper order.

I've seen a couple of other references to Norton Internet Security's
impacting Fax Monitor, though, so I have now set NIS to permit MS Fax to do
whatever it wants. (Note: I just now made this change, **after** Fax
Monitor began working.) And after I post this, I'll be heading to
Symantec's web site to find out how to tell NIS to keep its hands off of Fax
Monitor while still providing Netspy protection.

This experience makes two things stick in my craw: (1) Why didn't Symantec
provide automatic configuration for Microsoft Fax, and (2) Why is Microsoft
Fax trying to gain access to the Internet, anyway?

- John

 

[Russ Valentine [MVP-Outlook]]

By steps to repro, I meant the configuration changes you made to your system
before the Fax monitor stopped working. NAV is a common cause of similar
problems, and it has nothing to do with trying to access the Internet, which
the Fax monitor is not trying to do. It just has to do with poor design of
NAV.

 

[John Miller]

OK, I see what you mean. Unfortunately, I can't think of anything that was
changed between the times that Fax Monitor worked and when it stopped
working. In particular, it began working again on 4/13, but then returned
to abnormal behavior and stopped working the following day. The only change
I can think of was that I set up NIS firewall rules for Win XP Fax
(fxsclnt.exe) to permit (1) inbound connections from any computer, any
adapter, TCP protocol, on local ports 1024, 1034, and 1044; and (2) inbound
and outbound connections from and to any computer, any adapter, UDP
protocol, on remote domain port 53. I've experienced Fax Monitor failing to
operate both with and without these firewall settings.

- John

 

[hge]

Today i could solve the problem in my configuration.
First I disabled all services from Symantec (msconfig)>the problem was
over.After that I enabled step by step every symantec-service and did a
Windows restart ;the problem was caused by the Norton Unerase
protection-service! ( a part off Norton System Works) ; wenn this service
was disabled and all other services enabled, the fax was working fine again
and the monitor did a normal popup!

After that a enabled the Norton Unerase protection-service in msconfig
again.

In the option> "utilities " > Norton Protection (from Norton Systemworks )
the option "Security IN " was disabled.( i did not need this service)

After I had "enabled" this option and a windows-restart the fax problem was
over!!

The next step was still once time to disable the service again.....the fax
service stayed OK!!!

My problem has been solved.

The work around: once enable/disable the Norton Protection "securityservice"


Greatings

hge

By steps to repro, I meant the configuration changes you made to your system
before the Fax monitor stopped working. NAV is a common cause of similar
problems, and it has nothing to do with trying to access the Internet, which
the Fax monitor is not trying to do. It just has to do with poor design of
NAV.
--
Russ Valentine
[MVP-Outlook]

Thanks to Russ for the attempts to help, and thanks hge for pointing me to
the Symantec knowledge base article.

Regarding Russ' comment, it isn't a question of what steps I perform that
reproduce the problem; rather, the problem is nearly always present.
"Nearly" is the operative word here. On a few occasions since I built my
system last December, the fax monitor operated properly. I am at a total
loss as to what I did that may have changed the operating environment at
those times. In particular, after reading Russ' message of 4/12/2004, I
figured I'd just have to put up with the squirrelly behavior, but then the
following morning when the telephone rang, I also heard the familiar jingle
from Fax Monitor. Checking its listing, there were several entries noting
the phone was ringing, the caller id, and subsequent ring events. I didn't
tweak, change, install, remove, or do anything else that I can think of.
And as is Jill's case, my registry keys are in proper order.

I've seen a couple of other references to Norton Internet Security's
impacting Fax Monitor, though, so I have now set NIS to permit MS Fax to do
whatever it wants. (Note: I just now made this change, **after** Fax
Monitor began working.) And after I post this, I'll be heading to
Symantec's web site to find out how to tell NIS to keep its hands off of Fax
Monitor while still providing Netspy protection.

This experience makes two things stick in my craw: (1) Why didn't Symantec
provide automatic configuration for Microsoft Fax, and (2) Why is Microsoft
Fax trying to gain access to the Internet, anyway?

- John

 

[John Miller]

Glad to hear you found a solution. Unfortunately for me, I'm not running
Norton SystemWorks, and therefore don't have the Norton Protection Security
Service running, but Microsoft Fax Monitor still doesn't work.

- John

 

[John Miller]

After much finagling, I found how to fix the problem. At least, it worked for my configuration.

I added my "local host" IP address (127.0.0.1) to the Norton Internet Security's "Trusted Zone" (Under NIS, go to "Personal Firewall" -> "Configure" -> "Networking" and add 127.0.0.1 under the "Trusted" tab). After that, Fax Monitor worked fine.

I tried adding the Windows XP Fax and fax service executables to the Program Control list with full access rights, but it didn't accomplish anything. Looking through the logs generated by NIS reveals (by way of some time-correlation and second-guessing) that the incoming calls are judged to be Netspy Trojan horse attacks and are blocked. But for some reason, they're only blocked from Fax Monitor. The connection succeeds, and faxes can be reliably received.

Symantec's web site was of no use at all in troubleshooting this issue. The instructions they offered were vague, incomplete, and indecisive; sort of "try all this stuff and see if anything works".

Russ, it appears that you're pretty active in this discussion group. Hopefully, you'll be able to disseminate this solution to what must be a horde of folks out there who are tearing their hair out trying to figure out why Fax Monitor appears to be broken.

- John

 

[Russ Valentine [MVP-Outlook]]

Thanks for the info. Pretty much what I thought. NIS is usually the problem
and Symantec has yet to provide solutions. I hope you told them.
--
Russ Valentine
[MVP-Outlook]
After much finagling, I found how to fix the problem. At least, it worked
for my configuration.

I added my "local host" IP address (127.0.0.1) to the Norton Internet
Security's "Trusted Zone" (Under NIS, go to "Personal Firewall" ->
"Configure" -> "Networking" and add 127.0.0.1 under the "Trusted" tab).
After that, Fax Monitor worked fine.

I tried adding the Windows XP Fax and fax service executables to the Program
Control list with full access rights, but it didn't accomplish anything.
Looking through the logs generated by NIS reveals (by way of some
time-correlation and second-guessing) that the incoming calls are judged to
be Netspy Trojan horse attacks and are blocked. But for some reason,
they're only blocked from Fax Monitor. The connection succeeds, and faxes
can be reliably received.

Symantec's web site was of no use at all in troubleshooting this issue. The
instructions they offered were vague, incomplete, and indecisive; sort of
"try all this stuff and see if anything works".

Russ, it appears that you're pretty active in this discussion group.
Hopefully, you'll be able to disseminate this solution to what must be a
horde of folks out there who are tearing their hair out trying to figure out
why Fax Monitor appears to be broken.

- John

 

[John Miller]

Boy, did I ever...

- John

 

[Russ Valentine [MVP-Outlook]]

We can't help until someone with this problem can provide the exact steps to
reproduce the behavior. Microsoft cannot reproduce this behavior. It is a
third party issue.
--
Russ Valentine
[MVP-Outlook]

I have McAfee's Personal Firewall Plus, VirusScan & Privacy Service

installed on my computer. Yesterday, out of the blue, my fax monitor started
working. When my telephone rang, I heard the RINGIN wav

from fax monitor. I then checked fax monitor, there were several entries noting
the phone was ringing. I then sent a test fax to someone & it notified me

of the progress as well. I did nothing out of the ordinary on my computer
yesterday to cause this behavior. Today, just as I suspected, Fax Monitor is
not working again, it's dead as a door nail regarding notifications via fax
monitor. I can send a fax but have no notification from fax monitor.

This is very frustrating, to say the least. Why does it work suddenly out

of the blue, then nothing after that? By the way, this is only the second
time that the fax monitor has worked for me.

 

[Russ Valentine [MVP-Outlook]]

I assume you're already at SP1?
--
Russ Valentine
[MVP-Outlook]

I wish I knew the steps to reproduce this behavior but like i said in my

previous post, I did nothing out of the ordinary the other morning to cause
the fax monitor to start working. I shut my computer off that evening and
then the next day when I started my computer back up, the fax monitor didn't
work again. It is very odd.