ShareWare OnLine 2/ShareWare OnLine Volume 2 (CMS Software)(1993).iso/infor/mteztbs.zip/EXPRESS.TBS

Text File | 1993-02-18 | 10KB | 181 lines

                ExpressFax Troubleshooting Guide
                        February 8, 1993

1.   Check the date of the FAXMAN.EXE file.  Generally, before
     9/28/92 problems are undocumented.  We strongly recommend
     updating the software to the latest shipping release.  If the
     customer is using version 1.17, UPDATE.EXE can be downloaded
     from the WordPerfect BBS to update the ExpressFax files (class
     drivers, .OVL files, etc...)  NOTE: This is not a complete
     update to the ExpressFax files and it may not work as well as
     a complete update would.

     This should not be the only troubleshooting step taken.  Even
     though the customer may have an older date, it will most
     likely work if you help them with some of the following steps.
     But you should mention that there is a later release date of
     the program that would probably be helpful to them.  Let them
     decide what they want.

2.   Check PORTUTIL for COM port/base address/IRQ conflicts.  An
     external modem needs to be connected to an open serial port,
     usually COM1 or COM2.  An internal modem needs to be
     configured as a particular serial port, usually COM1 through
     COM4.  NOTE: An internal modem cannot be given the same port
     number as an existing serial port.  If your computer already
     has COM1 and COM2, one of those ports must be disabled or the
     internal modem must be configured for COM3 or COM4.  If both
     COM1 and COM2 physically exist on the computer, you may have
     to custom-configure the internal modem.  The hardware setup of
     the modem and computer is the responsibility of the customer.
     They need to refer to their hardware manual or call their
     modem manufacturer if they have questions with their modem's
     setup.

3.   Go into TERMINAL mode (ALT-T or ESC) and see if the modem
     responds to the AT command with an OK.  If an OK does display,
     then type AT+FCLASS=? to determine what class faxmodem it may
     be.  It should return either (0,1) (0,2) or (0,1,2) indicating
     which class specifications it understands.  If it does not
     return anything like this, and it is definitely a fax modem it
     may be a SendFax modem.  An ATI3 will confirm this by printing
     a SendFax copyright notice.  If the above information is not
     returned, the customer will need to check modem manual for
     specifications.

4.   Check to make sure the proper CLASS driver is selected in the
     setup (SETUP.EXE) program.  Then verify that FAXMAN.EXE is
     loaded into memory correctly with the correct class driver.

5    If it is an external modem, is the modem turned on?  Some
     laptop computers can turn the internal modem off and on as
     well.

6.   Check for MODE commands set to COM1 or any TSR's (terminate
     stay resident) programs loading in the AUTOEXEC.BAT and
     CONFIG.SYS files that could conflict with the FAXMAN driver
     which also stays resident.  The customer can try booting up
     the computer "Vanilla" (no other drivers or devices loading
     except what is necessary for proper computer operation).

7.   Check the FILES and BUFFERS statements in the CONFIG.SYS file
     to be sure they are set to at least 35 each.  DOS version
     needs to be 3.0 or higher.

8.   Make sure that FAXMAN is being executed from the C:\MTEZ
     directory (or directory the program files were installed to).
     FAXMAN.EXE should be loaded into memory from the Directory in
     which it is found, or it should contain a command similar to:
     C:\MTEZ\FAXMAN C:\MTEZ\FAXMAN.CFG.  FAXMAN.CFG holds the setup
     information.  You can try deleting this file and running
     SETUP.EXE again to reconfigure the faxman settings.  This is
     often necessary when receiving, "ERROR (5) Overlay Init Error"
     due to moving files, changing directories, or drives after
     having installed the program onto the hard drive.

9.   See if a TEMP or TMP variable is set (SET TMP=C:\MTEZ or SET
     TEMP=C:\PATH). This lets ExpressFax know where it can create
     temporary files for viewing a FAX and other purposes.  The
     program will first look for a TMP variable, then a TEMP
     variable.  If neither exists, the program will look for an
     MTEZ temporary variable.  At last resort, the program will
     place the temporary files in the directory where MTEZ is
     located.  If there is not enough space on the Drive chosen,
     then viewing a fax may not be possible.  The advantage of a
     temporary variable is you can specify another drive including
     a RAM drive which you KNOW has enough disk space for creating
     temporary files.  Make sure there is sufficient disk space for
     proper operation both on the drive where ExpressFAX/MTEZ is
     located and where the temporary variable points.
     The customer should also have an MTEZ variable.  The command
     in the AUTOEXEC.BAT should be similar to: SET MTEZ=C:\MTEZ or
     other directory where the program is located.  This variable
     describes where the auxiliary files can be found.  These files
     include the Template files (*.TPL), among others.

10.  If the customer has a different faxing software package, does
     the fax modem work properly with it?  Is there another faxing
     software loaded into memory at the same time as FAXMAN.EXE?
     If so, the other software needs to be removed from memory.
     Does the data side of the modem work?  Does the modem pick up
     or get a dial tone?  Check cables, phone lines, interference
     with answering machines, etc...

11.  If the customer is experiencing random lockups, exception
     errors, conflicts with other programs, EMM (expanded memory
     manager) error messages, you can try setting EMS usage to Do
     Not Use in SETUP.EXE.  If the customer is loading FAXMAN into
     High Memory and having problems, then change it so FAXMAN.EXE
     is not loaded HIGH.

12.  If there are connection problems you can try setting Highest
     Fax Speed in SETUP.EXE from MAX to 9600 or even 4800 to narrow
     down the problem.  International calls should try setting Call
     Progress in SETUP.EXE to No Call Progress.  This sometimes
     helps with connection problems.

13.  If there are problems with the .QUE (program asking to re-
     index or faxes not showing up in the LOG files) you can unload
     faxman, delete all *.QUE files from the MTEZ directory (NOTE:
     if you do this you will loose all of your received faxes).
     Load FAXMAN into memory again which will create a new
     SUPER.QUE file.

14.  Customers faxing multiple faxes (400+) can run into the
     problem of reaching so many files in the directory (*.EXP,
     *.QUE, *.*), that the program starts to slow down.  It would
     be advisable to delete the .EXP files.  This can be
     accomplished by entering the Log of Events menu and either
     Clearing the LOG or selectively deleting the faxes you no
     longer need to keep track of.  The customer may wish to Print
     a copy of the LOG before deleting the Log of Events.  The
     customer may also choose to have the .EXP files automatically
     deleted.  This option is chosen in the Configure ExpressFAX
     menu.  Some earlier versions of DOS may have had a limit of
     how many files could be created in a directory, thus resulting
     in problems.

     Also when sending multiple faxes, it is recommended that the
     event be scheduled several minutes into the future so that the
     program is able to convert ALL of the faxes before sending the
     first fax.  Five minutes should be sufficient time for most
     situations, more time if the computer is slow or a very large
     number of faxes are being sent.

15.  If there are problems trying to RECEIVE a fax, this additional
     information would apply:  Make sure the modem is capable of
     receiving a fax (could be a send-only fax modem).  In
     SETUP.EXE there is an option Answer on Ring: make sure it is
     not set to 0.  To receive a fax properly, FAXMAN needs to be
     loaded, the computer and modem turned on.  You can be either
     in the ExpressFax Operations Menu (or selections within it) or
     out of MTEZ altogether.  You can be in DOS, or another
     application (such as a word processor), as long as it does
     conflict with FAXMAN.EXE (most likely other communications or
     fax programs).  You cannot be in Auto-Answer, Mini-Host,
     Terminal Mode or any section of MTEZ (the data side of the
     MTEZ software).

16.  FAXMAN.EXE is not currently supported under OS/2 or Windows.
     Problems can be expected if trying to send or receive faxes
     when under Windows or OS/2.

17.  In some cases, customers have received 5 1/4 diskettes, then
     copied them to a 3 1/2 diskette or vice versa and installed
     the program.  This causes problems.  Customer should be sent
     out the proper disk size from point of purchase for their
     computer and not copy files from one disk size to another.

18.  If a problem is very odd, another troubleshooting step would
     be to run CHKDSK from the DOS directory to see if there might
     be any lost clusters or allocation units or cross-linked files
     on the hard drive.  If this is the case, mention to the
     customer that they need to determine if the MTEZ or ExpressFAX
     files are affected by these errors.  If so, the problems need
     to be corrected on the hard drive, and then re-install MTEZ.
     Great care should be taken with this step.  Doing a CHKDSK can
     sometimes cause more problems than it fixes.  Suggest they
     find a qualified computer technician especially if there are
     many lost allocation units or cross-linked files.  REMEMBER:
     You cannot CHKDSK a network drive!