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About FaxTalk Modem Doctor

FaxTalk Modem Doctor is a diagnostic tool used to view information transferred between the modem and 32bit versions of FaxTalk software. This tool will log all of the interactions that occur between the modem and the FaxTalk software.

FaxTalk Modem Doctor provides the FaxTalk technical support staff with a tool for diagnosing problems that may occur between the modem and the FaxTalk software. Some problems are the result of the modem incorrectly responding to modem commands sent by the FaxTalk software. In these cases, technical support can review the modem log and identify the commands that received incorrect responses. Based on this information, the time it takes to troubleshoot a problem can be significantly reduced. FaxTalk Modem Doctor also provides technical support with additional information regarding the installation of the FaxTalk software to help diagnose the problem.

When launched, FaxTalk Modem Doctor automatically creates a new report file and inserts the date and the name of the modem in the header. By default, the log will automatically start logging any communications between the software and the modem. The FaxTalk Modem Doctor window displays the commands sent to the modem and the responses the software receives.

Note: FaxTalk Modem Doctor reports are stored in files that use a .MDR file extension.


Common modem responses

During normal communications between the modem and FaxTalk software, the modem log may show event indicators reported from the modem. These event indicators provide useful information regarding what the modem is “thinking” is occurring and what requests it is making of the software. Here are some common modem events:

Modem Event	Indicates
b	Busy signal was detected.
c	Facsimile calling tone detected.
d	Dialtone was detected.
h	Line Current Break detected. A local telephone has gone off-hook.
H	Line Current Detected. A local telephone has gone on-hook.
l	Loop Current Interruption detected. A local telephone has gone off-hook.
o	Receive Buffer Overrun detected.
q	Modem detected “quiet” on the line for a defined period of time.
s	Modem detected “silence” on the line for a defined period of time.
t	Local handset off-hook detected. Indicates the handset of a telephone connected to the modem was picked up.
u	Transmit Buffer Underrun detected.
<ETX>	End Data State or End Voice Transmit State
CONNECT	Command has been accepted and executed by the modem and a connection has been made.
ERROR	Command is not supported by modem.
OK	Command has been accepted and executed by the modem.
TIMEOUT	Modem is not responding to command given within expected period of time. In some cases, TIMEOUT messages will appear based on the modem no longer responding to modem commands.
VCON	Command has been accepted and executed by the modem and a connection has been made while in voice mode.


Entering user information

When submitting a modem report to technical support you should include contact information in order for a technical support representative to be able to contact you for more information or to provide a solution to the problem. Using the User Information dialog, FaxTalk Modem Doctor includes the ability to enter contact information directly in the modem report. This is important because technical support may not have all of the information necessary to determine the cause of the problem when receiving the report file.

To enter contact information in a modem report, on the Edit menu, click User Information. Once contact information is added to a modem report, an entry in the log is made to indicate contact information is attached.


Creating a modem log

On the File menu, click New.


Opening a modem log

1.	On the File menu, click Open.

2.	In the Look in box, click the location where the desired modem report is located.

3.	Double-click the modem report file.


Printing a modem log

1.	On the File menu, click Print.

2.	In the Print box, select the desired printer.

3.	Select other options you want.

4.	To change printer options, click Properties, and then select the options you want on the tabs that appear. For help on an option, click the question mark, and then click the option.


Saving a modem log

On the File menu, click Save.

In the Save in box, click the location where you want to save the file.

In the File name box, type a name for the file.


Logging modem activity

The information gathered while logging modem activity is displayed in the FaxTalk Modem Doctor window and will automatically scroll as new information is logged. To control whether modem activity is logged, on the Log menu, either enable or disable Log Modem as desired.

Note: Occasionally, a modem may report a response of Error to a command that was sent by the software. Often these Error responses do not indicate a problem regarding communications between the modem and, software and generally can be attributed to the FaxTalk software sending a command to verify support from the modem. Technical support will examine the modem interactions to determine of the Error message was the result of a problem.


Generating a modem capabilities report

On the Log menu, click Modem Information.

Note: Occasionally, a modem may report a response of Error to a command that was sent by the software. Often these Error responses do not indicate a problem regarding communications between the modem and software and, generally can be attributed to the FaxTalk software sending a command to verify support from the modem. Technical support will examine the modem interactions to determine of the Error message was the result of a problem.


Submitting Modem Doctor reports to technical support

You can submit FaxTalk Modem Doctor files to technical support for analysis via email. Technical support will review the submitted modem report and provide assistance.

To submit a report:

1.	Create a new FaxTalk Modem Doctor log, on the File menu, click New.

2.	On the Log menu, make sure Log Modem is enabled.

3.	Reproduce the problem you encountered.

4.	Attach your contact information, on the Edit menu, click User Information.

5.	Attach a problem description, on the Edit menu, click Problem Description.

6.	Save the modem report, on the File menu, click Save

7.	In the Save in box, click the location where you want to save the file.

8.	In the File name box, type a name for the file.

9.	Attach the saved .MDR modem report file to an email and send to support@faxtalk.com.


Entering a problem description

When submitting a modem report to technical support you should include a description of the problem recorded in the log so a technical support representative can provide assistance as quickly as possible. Using the Problem Description dialog, FaxTalk Modem Doctor includes the ability to record the details of the problem directly in the modem report. This is important because technical support may not have all of the information available regarding the problem before receiving the report file. By adding a description of the problem to the report itself, technical support can then review the report for specific clues as to the cause of the problem.

To enter a problem description in a modem report, on the Edit menu, click Problem Description. Once a problem description is added to a modem report, an entry in the log is made to indicate a problem description is attached.


Display FaxTalk Modem Doctor on top of all other applications

FaxTalk Modem Doctor can be set to display on top of all other applications, even when FaxTalk Modem Doctor is not the active application. To have FaxTalk Modem Doctor always display on top, on the View menu, click Always on Top. A checkmark next to the command indicates that it is enabled.


Copying log information to the Windows Clipboard

The information that appears in the FaxTalk Modem Doctor window is text that you can copy to the Windows Clipboard and paste into other files. From the FaxTalk Modem Doctor window, select the text that you want to copy and, on the Edit menu, click Copy. The selected data is copied to the Windows Clipboard so you can paste it into another application.