Support

The troubleshooting steps in the document assume you are using a fax modem device as your connection to FaxTalk and your telephone line. It does not apply to Internet fax/T.38 connections.

If the Status field is reporting no dial tone “No line” for the status of a fax that would indicate that the modem hardware is not detecting a dial tone on the telephone line connected to the modem when trying to send the fax. There are several possible causes for this situation (in no specific order):

Troubleshooting No Dial Tone or No Line

1. There may be an issue with the telephone line. If you unplug the telephone line connected to the modem and plug it into a regular telephone, do you hear dial tone when you pick up the handset?
   
2. The telephone line may not be connected to the modem correctly. Make sure that the line connected from the wall jack is plugged into the “Wall” or “Line” jack on the modem and not the “Phone” or “handset” jack.
   
3. You subscribe to a voice mail service on your phone line and a voice message is waiting. Some voice mail services from the phone company will alter the sound of the dial tone (sometimes called a broken dial tone) to indicate a voice message is waiting. This method is used primarily for older phones that do not have a voice message waiting flash.  This “broken” dial tone can cause the fax modem to incorrectly report NO DIALTONE. You can listen to your voice mail and the dial tone should return to normal. A workaround for this issue is to turn off “Wait for dial tone before dialing” or “Don’t Detect dial tone” options in the Windows Modem settings. This allows the fax modem to dial the number regardless of the status of the dial tone.
   
4. There may be a problem with the number being dialed. If the number is incorrectly dialed, you may hear a recording of the telephone operator indicating to try the call again. This recorded voice message can cause the modem to incorrectly report a “NO DIALTONE” which will generate the no dial tone “No line” status message in FaxTalk. Many phone companies in North America now require that you dial the full 10-digit number for local calls. The FaxTalk software uses Windows Dialing Properties by default to dial numbers. Your current Windows Dialing Properties settings may be removing portions of the number such as the “1” or area code. You can verify your dialing settings in FaxTalk by clicking on Tools, Options, Dialing. Choose “Dial numbers exactly as entered” option.
   
5. There may be a configuration problem with your modem. If you are using a North American modem in another continent, you may be required to adjust your modem for the specific country you are located in. In some modems, this can be done in software drivers for the fax modem. Ensure your modem supports your location.
   
6. Check your telephone cable connected from the fax modem to your wall.  If possible, try replacing the phone cable with another.  Some phone cables in North America use 2 wires, some are 4 wires.  While both 2 wire and 4 wire cables will usually work, some phone systems may require a specific type. Telephone cables are available in DATA (Straight through) or VOICE/Reverse/Crossover cable. Most modems come with a VOICE cable. You can tell if a cable is DATA by checking the physical ends for the color-coded wires (usually 4 wires BLACK-WHITE-RED-GREEN) that should be visible through the connector. If the cable colors are in the identical order on both ends, your cable is a DATA (straight through cable). VOICE phone cables are usually two-wire RED-GREEN on one side and GREEN-RED on the other but are also available in 4-wire versions.
   
7. There may be an issue with the modem hardware. The modem hardware may have a physical problem detecting the dial tone signal on the line. Fax Modems are designed for analog telephone lines. If you are using a PBX type system, this may not be compatible with your fax modem.
   
8. Are you using two or more modems on the same computer? Make sure the software is communicating with the fax modem you have actively connected to the phone line.
   
9. If you are using a shared fax and voice line, the phone line may be in use. You cannot send or receive faxes while the phone line is in use.  Make sure the phone line is free and no other person or device is using the phone line.
   
10. Try disconnecting other devices connected to the same telephone line and test again.