This appendix is designed to help you solve common problems that might arise when using ValueFax. It includes a problem-and-solution section, application notes and error messages. If your problem cannot be solved using the following tips, please send us email at valuefax@ix.netcom.com
B.1 Problems and Solutions
Question 1: ValueFax Background program shows an X through the icon when rebooting the Mac.
Answer 1: Duo users should configure the serial port by running the ValueFax Manager program and chosing "Dialing Options…" under the "Setup" menu. If you have a machine that has a single port for both modem and printer, you should turn off AppleTalk from the Chooser and restart.
You should remove the following files from the extensions folder or the Control Panels Folder inside the system folder: AppleTalk Remote Access, Fax Extension, Fax Extension Switcher, Fax Sender, Remote Access Aliases, Remote Only, Serial Port Arbitrator. Also, if you had any other fax software installed previously, all files associated with that program should be removed. Any one of these extensions could cause a serious conflict with our software.
Question 2: ValueFax will not receive faxes.
Answer 2: Open the FaxStatus desk accessory. It should say that the Background program is idle. If not, click on the 'Start Background' button. If that still does not work, power down and power up the modem, check the cables, restart the Mac and check again. You can test reception by calling one of the many faxback services that will send you some information via fax. This way, you will eliminate errors associated with the specific fax machine you are trying to use for sending.
Question 3: When dialing another country, ValueFax always hangs up, saying the line was busy, even when it was not.
Answer 3: The modem is misinterpreting the foreign ring tone as a busy signal. To prevent this, set the Detect Busy option to No for that phone number.
Question 4: The words in the fax are bunched together and overlapping.
Answer 4: In the Page Setup dialog box, choose the Fractional Widths options if your application supports it.
Question 5: I have to dial a special number to get an outside line. How do I tell ValueFax to dial this number automatically before dialing a fax number?
Answer 5: In the Setup Dialing Options dialog box, you can enter a special number in one of the Dialing Prefix fields. For example, if you have to dial a 9 and then wait for a second dial tone, you would enter "9," in the selected Dialing Prefix fields. The comma stands for a two-second pause.
Question 6: I have Call Waiting. How do I disable it?
Answer 6: To disable Call Waiting, enter "1170" in the selected dialing prefix. If dialing 1170 does not disable Call Waiting in your area, check with your phone company.
Question 7: A message appears saying that the application from which I'm sending a fax does not have enough memory. How do I allocate more memory to it?
Answer 7: To change the memory allocated to a program:
1. Quit from the program if it is running. Select the program's icon in the Finder and choose Get Info from the File menu.
2. At the bottom-right of the Info window that appears, you will see Application Memory Size (K). Drag across the number and enter a number that is 300K larger. On newer system, you need to increase the "Preferred memory" size.
3. Close the Info window.
This memory message usually appears when you are using Multifinder. If you receive this message without using the Multifinder, you probably need to add more memory to your Macintosh.
Question 8: ValueFax is sending blank pages. Why?
Answer 8: The application you are using to send the fax does not have enough memory allocated to it. To allocate more memory, follow the instructions in the above entry.
Question 9: ValueFax is sending tall characters when I send to a particular fax machine.
Answer 9: The fax machine you are sending to does not support fine resolution faxes but you are sending it a fine resolution fax. In the ValueFax Manager program, open the phone book and look at the details of this phone number. Click on the checkbox that indicates that the number can receive normal mode faxes only. This destination will be handled properly from now on.
Question 10: I tried all of the above, but ValueFax just does not seem to receive with my modem.
Answer 10: Let us look at some steps:
1. Turn off the fax modem and the Mac. Turn on the fax modem and then turn on the Mac. You will see the ValueFax icon at the bottom of the screen. If you don't see the icon, the ValueFax program has not been installed properly. ValueFax Background program has not been placed in the extensions folder inside the system folder. Repeat the installation. Does the icon get an X written over it during the initial bootup of the Mac? If it does, see answer 1 above.
2. The cable may not be the right modem cable. Only a cable specifically sold as a Mac Hayes compatible modem cable will work. Start your favorite communications program (e.g. MicroPhone, SitCOMM, ZTerm). Try sending some AT commands (e.g. ATI3 or AT+FCLASS=?) to the modem. If the modem responds correctly, your modem connection is OK.
3. If the icon does not get an X drawn over it, you are ready to receive a fax. Send a fax to the Mac using a real fax machine. Does the fax machine report any problems? Does the page go through normally or does it get stuck in the fax machine? Can you send 2 pages?
4. Please recheck the modem manual and find the command needed to put the modem in the XON/XOFF flow control mode. Enter this command in "modem commands" dialog under the "setup" menu of ValueFax Manager.
5. If the fax machine does not report any problems, does the apple icon at the top left of the mac's screen start flashing the word FAX within 2 minutes? If it does, a lot of things are working properly.
6. If the word FAX flashes at the apple icon, open the ValueFax Manager program. You will see an entry in the received faxes log corresponding to the time the fax was received. Double click on that entry to see the fax. If you see a blank window, quit the ValueFax Manager application. Increase the memory allocated to the ValueFax Manager program and try to view the fax again.
7. If you still do not see the received fax, we will have to look at a file called debug in the ValueFax Fax Folder inside the system folder. Turn off the fax modem and restart the Mac (If you have an internal modem, restart the Mac and hold down the mouse button while it is restarting). Drag the debug file into the trash. Empty trash. Now turn on the fax modem and restart the Mac. Go through the steps of receiving a fax as above. After failure to see the fax, duplicate the debug file. Then send this text file to us via email to valuefax@ix.netcom.com or fax us the "Copy of debug" or "debug copy" file using the ValueFax program or after actually printing it. Our fax number is (408)865-0110. Please also include the model of your Mac, amount of main memory, system software version number and a complete list of INITs, extensions and control panels on the Mac. (Note: the debug file is automatically erased if it is larger than 10KBytes at the time the Mac is restarted). If you are using America Online, you will need to copy and paste the contents of this file since you cannot "attach" this file to internet mail.
Question 11: I tried all of the above, but ValueFax just cannot send a fax.
Answer 11: Let us look at some steps:
1. Can you send a fax using the "Send Now" option of the print driver? If you can, but cannot send a fax in the background, email or fax us the debug file as described above.
2. Can you receive a fax? If yes, your modem is compatible with ValueFax.
3. Please recheck the modem manual and find the command needed to put the modem in the XON/XOFF flow control mode. Enter this command in the "setup" file in "ValueFax fax folder" on the last line.
4. Is the problem with sending to all machines or to only a specific machine? If you cannot send to a specific number that has a computer fax modem instead of a real fax machine, there may not be much that can be done. You can try installing Class 1 software if your modem supports it.
5. If you have file sharing ON, try turning it OFF and then retrying.
6. If there is still some problem, we will have to look at a file called xmitdebug in the ValueFax Fax Folder inside the system folder. Drag the xmitdebug file into the trash. Empty trash. Open the chooser and select the "ValueFax fax driver". Close the chooser. Now open your favorite document and send a fax (using the "Send Now" button) to the number that does not connect. After failure to send, quit the application. Select the xmitdebug file and choose "Duplicate" under the File menu. This creates a text file called "Copy of xmitdebug" if you are using 6.x or "xmitdebug copy" if you are using 7.x. Then send this file to us via email to valuefax@ix.netcom.com or fax us the "Copy of xmitdebug" or "xmitdebug copy" file after printing it. Our fax number is (408)865-0110. Please also include the model of your Mac, amount of main memory, system software version number and a complete list of INITs, extensions and control panels on the Mac. If you are using America Online, you will need to copy and paste the contents of this file since you cannot "attach" this file to internet mail.
Question 12: Every time I restart my Mac, ValueFax becomes the chosen printer and I cannot print to my usual printer
Answer 12: Open the "ValueFax Manager" program and go to the "Direct Fax keys…" dialog under the Setup menu. Make sure that at least one check box has been checked ON. This problem happens when none of the three checkboxes are clicked ON.
Question 13: When I rebooted the system after installing, I got an error message saying something like "MacPPP: insufficient memory to load". I can't use MacPPP to connect to my internet provider unless I disable Valuefax background program (remove it from the Extensions folder) and reboot. If I do this, I can use MacPPP.
Answer 13: Disable virtual memory. ValueFax works fine with RamDoubler but on some machines, there is seems to be some problem with virtual memory.
Question 14: I do not see the "ValueFax Fax driver" icon in the Chooser window
Answer 14: If you do not see the "ValueFax Fax driver" in the Chooser window, you are most likely using QuickDraw/GX. This is not compatible with ValueFax. Please use the extensions manager to disable QuickDraw/GX and restart.
Question 15: I have been using ValueFax for a long time and now suddenly "ValueFax Manager" crashes every time I start it.
Answer 15: The log files "Received faxes", "Sent Faxes" and "Waiting Faxes" must be less than 32 Kbytes. You should rename the files that are larger. ValueFax will create new files with these names as needed.
Question 16: ValueFax is dialing an extra '1' in front of the number. Why?.
Answer 16: This happens because ValueFax is getting confused about the number you are dialing - it thinks that number is in a different area code so '1' has to be dialed in front of it. This is an unfortunate side effect of our smart dialing feature which is actually quite useful for mobile users.
The solution is as follows: Start ValueFax Manager->setup menu->dialing options dialog and enter your current area code in the space provided. This lets the software work smarter by automatically stripping out the area code from numbers in the same area code. This lets you enter the complete phone numbers including the area codes in the phone book for all numbers the numbers in your own area code.
(Note: for numbers in your dialing area use your area code (xxx) 526-6598 format. For numbers in your area code where you need to dial 1; check the Box "Dial 1 even in the same area code box" for these numbers in your "Phone Book.")
When travelling, you only need to change the 'Current Area Code' to cause proper dialing of area codes as needed. Without this feature, you will have to use different phone books from different places if you travel with your Macintosh.
Question 17: When I send a fax the recipient only gets a black block.
Answer 18: This happens because the application is running out of memory while converting the page to fax format. Before sending this fax, use the "Monitors" control panel and set it to 256 Grays setting. Also, you should increase the memory allocated to the application using the Finder's Get Info dialog for the application's icon.
B.2 Modem Notes
The following is additional information about specific modems:
‚å• Hayes Optima or Acura
You will not be able to send a fax using these modems using the standard setup. You will have to edit the "setup" file in the "ValueFax fax folder" inside your system folder as described in the Installation section.
‚å• MultiTech MT
ValueFax needs a special setup to receive a fax using the Multitech modems due to a bug in the Multitech firmware. Please make sure you choose the MultiTech option during installation.
‚å• Supra 144LC
Supra supports a feature called "Silent Answer" to allow using a single phone line for both an answering machine and fax. ValueFax supports this feature of the Supra by using a proper XON/XOFF flow control string.
Supra Class 1 silent answer is enabled by using AT&K4+FAE=3 as the ValueFax flow control string
Supra Class 2 silent answer is enabled by using AT&K4+FAA=3S192=0 as the ValueFax flow control string
‚å• US Robotics Sportster
‚å•‚å• ValueFax background program does not disengage from the serial port when a communications program is started.
Please refer to the Sportster manual and push dip switch number 7 DOWN (this means "Load factory defaults"). If you are using a hardware handshaking cable and ValueFax does not work, please try using a normal Mac modem cable.
‚å•‚å• ValueFax Background cannot initialize some USR 288 modem:
This is caused by a bug in some versions of the USR firmware. You can either get your firmware updated by contacting USR or your modem dealer or use the following workaround if you are familiar with ResEdit:
Open "ValueFax Background" in the extensions folder using ResEdit. Go to the STR# resource -8192 and scroll down to string 15. Change D3 to D1 in this string and save. Now do the same operation for file "ValueFax fax driver" in the extensions folder. Restart. This will fix the problem. If you are not familiar with ResEdit, please let us know and we will generate a special version for you.
(Note: Thi s is not needed if you are using ValueFax 2.0.8 and have chosen the USRobotics installation option. We have taken care of this for you in that release).
‚å•‚å• Cannot receive a fax:
Some USR modems will pickup the incoming call but will immediately go to reset the modem. This is another bug in the firmware. The workaround is as follows:
Start ValueFax Manager and go to the "Coverpage..." dialog under the setup menu. You probably have left the field for "Your fax number" empty. Enter your phone number in the field for "Your fax number". Click OK and quit. Restart.
‚å• US Robotics 33.6
Some users have reported that they have to use AT&H3&I2&R2S7=90 as the flow control command instead of the default command used by ValueFax.
‚å• US Robotics HST
You will have to edit the "setup" file in the "ValueFax fax folder" inside your system folder as described in the Installation section.
‚å• US Robotics Courier
You may have to use the following string as your XON/XOFF string to be able to receive a fax (only some models of Courier seem to need this)
AT&D2&R1&H2&I2S13=1S36=0
‚å• Practical Peripherals
ValueFax Class 2 has problems with the Practical Peripherals modems. It disconnects after sending 1 page to certain fax machines. The workaround is to reinstall ValueFax and choose class 1 installation.
‚å• Zoom 9624
You must not use a hardware handshaking cable with this modem. If you do, you will get error 255 when trying to send a fax. Also, in the "setup" file, the modem model must be "Zoom 9624" exactly.
‚å• Error 50, 51, 52, 53, 54
When using ValueFax class 2 software for sending a fax, you might get one of these errors at the end of a fax transmission or between two fax pages. These errors mean that the two sides could not finish the final handshake in the fax protocol. You should try adding &C1 to the modem XON/XOFF flow control command. For example, if you were using
AT&K4
as the flow control command, you should use
AT&C1&K4
and see if that fixes the problem. This is modem dependent so this solution may or may not work with your modem.
These errors can usually be ignored unless the error happened before the last page was faxed. These errors are caused by some bug in older class 2 implementations of the modem firmware. If your modem supports class 1 commands in addition to class 2 commands (see section 1.3), you can reinstall ValueFax from the installer right over your existing class 2 ValueFax software and this time choose class 1 in the installer list. When you use class 1 commands, ValueFax is in charge of the fax handshake and you will not get this error.
B.3 Application Notes
The following is a list of application-specific bugs.
‚å• Adobe Illustrator
Adobe Illustrator does not print well to non-PostScript printers, such as ValueFax Fax Driver. Since ValueFax Fax is not a PostScript printer, the resolution is limited to 72 dpi.
‚å• Adobe Photoshop
When viewing the received fax in PhotoShop, if that image appears to have shrunk vertically, you should use the "anti-aliasing effect" in PhotoShop to see if that improves the image. Also, you can ask ValueFax to save the received fax as a TIFF file also to see if that produces a better image.
‚å• Carbon Copy
Carbon Copy is incompatible withValueFax.
‚å• CAT 3.0
CAT's auto-dialing does not properly release the modem port when hanging up the modem. Do not use the auto-dialer when using ValueFax.
‚å• Central Point TrashBack
This extension conflicts with ValueFax Background. This may have been fixed in the new release of Central Point TrashBack.
‚å• Claris Works
If you have difficulty using the option-Print method of sending a fax, please remember to first pull down the File menu, then hold down the option key and then select "Page Setup" or "Print…".
‚å• DeskPaint
When low on memory, your computer might crash when trying to send a fax from DeskPaint.
‚å• Excel 2.1
ValueFax cannot send faxes from Excel 2.1. Excel 2.2, and later however, work correctly.
‚å• FreePPP, MacTCP, TCP/IP
If you are using FreePPP or other TCP/IP applications, you may have to open the tcp/ip control panel, go to the options dialog and click ON the "Load only when needed" checkbox. Otherwise, there may be a conflist at the time of restarting the Mac when both ValueFax and tcp/ip go after the same serial port.
‚å• Fullwrite
Fullwrite has an option to include a background PICT image with the printed page. If you are using this feature of Fellwrite, the PICT file for the page saved in the "Job nnnnnn" folder in the "ValueFax Fax folder" inside the system folder will NOT contain this background PICT image. This is normal. The actual fax WILL contain the background PICT image superimposed on the page.
Also, if you are including a PICT file with a combination of draw objects and 300 dpi bit maps on a Fullwrite page, ValueFax might require a lot of time to convert this page to fax. The solution is to convert this to a 200 dpi bit mapped PICT file before you place it on the page - it will then be converted to fax very quickly.
‚å• MacDraw
ValueFax cannot send normal-resolution faxes from MacDraw. You must send high-resolution faxes. MacDraw II does not have this problem.
‚å• MasterJuggler
You should change the name of the "ValueFax Background" file in the extensions folder to " ValueFax Background" (i.e. just add a space in front of the name) so it loads before MasterJuggler. You can experiment with a different letter in the front if this does not work. You can also change the name of MasterJuggler to zMasterJuggler.
‚å• Microsoft Word 3.0 and earlier
The Page Setup and Print dialog boxes do not appear when using Microsoft Word 3.0. To solve this problem, hold down the [Shift] key while selecting Page Setup or Print from the File menu.
‚å• Microsoft Word
Sometimes, the footer text in a document does not get faxed out. The solution is to increase the "From edge" value for the footer in the "document format" dialog.
If you use sections in a Word document ValueFax can get confused. This usually happens when you ask Word to place the section on a new page. The symptom is that when ValueFax comes to this page during the conversion to fax, it again puts up the fax printer driver dialog and then crashes when you click on "Send Now". The only solution at this time is to use a "Page Break" followed by a new section.
In Word 6.01, if you use a footnote, it seems to insert a section break, which seems to register as the end of the document.
‚å• WordPerfect 1.0 and 1.1
When sending faxes when there is not enough memory, some pages might be blank.
‚å• Powerbar
ValueFax is not compatible with older version of the shareware utility called Powerbar.
‚å• SpeedyFinder7
You should rename SpeedyFinder7 in the extensions folder to !SpeedyFinder7 so it loads before FileSaver.
‚å• XClaim VR player
You should change the name of the "ValueFax Background" file in the extensions folder to " ValueFax Background" (i.e. just add a space in front of the name) so it loads before the XClaim VR player extensions.
B.4 Macintosh Model Notes
‚å• Mac II fx
IIfx serial ports MUST be set to "compatible" and not to "faster".
‚å• Powerbooks with PCMCIA modems
You must select the "PCMCIA class 1" or "PCMCIA class 2" installation option when installing ValueFax. If for some reason, you did not do this, start ValueFax Manager->setup menu->Modem commands dialog box and change the modem name to
PCMCIA class 1
or
PCMCIA class 2
B.5 Error Messages
The following lists ValueFax’s error messages. Although most are self-explanatory, some messages may require additional explanation.
⌥ “Cannot enter any more new numbers. Please press cancel and issue the print command.”
There is a limit to the number of entries you can enter using the Next command. You can enter about 15 entries, depending on the length of the names and fax numbers.
⌥ “Cannot open file <file name>. Please quit the ValueFax Manager and try again.”
Both the ValueFax Fax print driver and the ValueFax Fax Manager are trying to use the same file at the same time. Quit the ValueFax Fax Manager and then try to send the fax.
⌥ “I am sorry. I cannot find the file of fax numbers. Please put the ‘Fax Numbers’ file into the ‘ValueFax Fax Folder’ inside the ‘System Folder.’”
You cannot move ValueFax’s files from the ValueFax Fax folder, which is located in the System Folder. The only file you can move is the ValueFax Manager.
⌥ “It is already past the selected time. Should the fax be sent tomorrow?”
You have selected a transmission time that has passed. If you click Yes, ValueFax sends the fax at the scheduled time the next day. If you click Send Now, ValueFax immediately sends the fax.
⌥ “No fax selected or cannot print this fax. Please select another fax and try again.”
ValueFax cannot find the selected fax. Check whether the file has been deleted or moved.
⌥ “Out of memory. Please increase ValueFax Manager’s partition size and try again.”
The ValueFax Manager does not have enough memory. Try allocating more memory to ValueFax Manager by using the Get Info command as explained above. To change the memory allocation, quit the ValueFax Manager, click its icon and choose Get Info from the File menu. The Info window appears. Highlight the number in the small box at the bottom and enter a number that is 300 more than the current number. Close the Info window and try using the ValueFax Manager again. Repeat if needed.
⌥ “Please provide a name and/or number for the recipient.”
For ValueFax to create a Phone Book entry, you must enter a fax number and a name or company name.
⌥ “The distribution list name is already in use. Please type in another name.”
Each distribution list must have a unique name. To get around this, you can add a period after the name.
⌥ “This fax image is too big and is being truncated. Please use Normal mode or send as two pages.”
If your system is low on memory and you are using Fine resolution, ValueFax might be unable to send complicated graphics and documents. Try sending the fax in Normal resolution. Normal-resolution faxes require half the memory of fine-resolution faxes.
⌥ “This recipient’s name is already in use. Please type in another name.”
Each entry in your Phone Book must have a unique name. To get around this, you can add a period after a name or add Mr. or Ms. before the name.
⌥ “The selected fax will be sent after the Waiting Faxes window is closed.”
ValueFax cannot send a fax in the background until the Waiting Faxes window is closed.
B.6 Class 2 Error Codes
When sending a fax, you might see an error code if you are using a Class 2 modem. Here are some error codes that have a user understandable meaning.
Code Meaning
1 Ring detected without successful handshake
2 Call aborted by the other side
3 No loop current
11 No answer
27 Failed to train usually because of a bad line
43 data underflow. This happens when using a networked modem.
54, 56 No response to final handshake. Fax was probably sent OK. Try adding &C1 to the
modem's XON/XOFF flow control command in the modem commands dialog box.
