[dillivered]

Hi Forum:

I have Winfax Pro 10 and I keep getting an error.

I can only fax one document and then I have to close Winfax and reopen it to send another.

The message is:
Can’t communicate wit modem. Please try powering.

Has anyone seen this before?

Thanks

[Administrator]

How to troubleshoot TAPI errors and fax-modem alerts and other modem related problems

How to troubleshoot TAPI errors and fax/modem alerts and other modem related problems

Situation:
You see one or more of the following error messages when trying to use WinFax PRO/TalkWorks PRO:

– Cannot communicate with the fax/modem
– Cannot open port
– COM Port in use
– Fax/Modem Alert
– Modem in use
– No modem found
– Port already open
– Port not accessible
– TAPI modem is not accessible
– Other TAPI-related errors

You may also experience any of the following situations:

– The modem or phone line is not released after closing the Message Manager and the Controller.
– The modem is not found when using or trying to install WinFax PRO/TalkWorks PRO.
– WinFax PRO/TalkWorks PRO reports that it gets no response from the modem.

Solution:
TAPI (Telephone Application Programming Interface) is that part of the Windows operating system that controls and manages operations that involve using modems and telephones.

Please test after completing each section to see if the problem is resolved. If the problem persists, continue to the next section for another resolution.

Remove all items from the Startup group

Exit all open programs.
Right-click Start, click Open, and double-click Programs.
Double-click Startup.
Click Edit, and then click Select All. All items are selected.
Drag the items to the Desktop.
Close all open windows.
If you are running Windows NT, repeat this process for Open All Users as well.
Restart the computer.

Make sure the modem is installed correctly in Windows
Exit all open communications applications, and stop the WinFax PRO or TalkWorks PRO service if you are running Windows NT, Windows 2000, or Windows XP.
Click Start, point to Settings, and then click Control Panel. The Control Panel window appears.
Double-click Modems. The Modems Properties dialog box appears.
Select the modem, and then click Properties.
Verify that the modem is correctly configured.
Click OK.
Click the Diagnostics tab.
Select the COM port beside the desired modem, and then click More Info. You should see a number of responses back from the modem. If you do not, then verify that you have selected the correct COM port.
If you still have no responses, or if an error message appears, shut down then turn off the computer for 15 seconds, and then restart Windows normally.
Exit all open communications, and then retest using the preceding steps.
If problems persist, please contact the modem manufacturer.

You should also make sure that the modem is working with other communications applications. If Windows is unable to access the modem, neither will WinFax PRO or TalkWorks PRO. You can test the modem using any communications program such as HyperTerminal, which is supplied with Windows.

Check for COM port or IRQ conflicts
Click Start, point to Settings, and click Control Panel. The Control Panel window appears.
Double-click System. The System Properties dialog box appears.
Click the Device Manager tab.
Double-click Ports.
Double-click each port, click the Resources tab and note the Interrupt Request (IRQ) and Input/Output Range for each port.

You should not have duplicate IRQs or incorrect Input/Output Ranges. If any two COM ports are using the same IRQ, you are experiencing an IRQ conflict that can cause system lockups and problems sending or receiving. The following are standard values:
COM Port Input/Output IRQ
1 03F8 4
2 02F8 3
3 03E8 4 or 5
4 02E8 3 or 5

Check that WinFax PRO and other programs are using TAPI
To run WinFax PRO or TalkWorks PRO in Automatic Receive mode while another communications program, (such as Dial-Up Networking, or pcAnywhere), is running , both programs must be configured to use the Telephony Application Program Interface (TAPI) port. TAPI allows any application that uses the modem to share the port with other TAPI-compliant applications. However, many communications programs, including all 16-bit or Windows 3.x programs, are not TAPI-compliant.

Configure WinFax PRO/TalkWorks PRO to use TAPI as follows:

In the WinFax PRO or TalkWorks PRO Program Setup, double-click Modems and Communications devices. The Modems and Communications Devices Properties dialog box appears.
Select the modem, and then click Properties.
Select TAPI from the Communications Port drop-down list, click OK, click OK again, and then click Close.

If you are still unable to open other applications while the Controller is running, try either of the following:

Temporarily disable Automatic Receive by unchecking Automatic Receive from the Receive menu.
Close WinFax PRO/TalkWorks PRO and the Controller.

When Automatic Receive is turned off, WinFax PRO/TalkWorks PRO will not automatically answer incoming calls.

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Notes: WinFax PRO/TalkWorks PRO cannot receive faxes while another application is using the phone line.
Another TAPI-compliant program is open, contact Microsoft for assistance or turn off automatic receive as described earlier.
AOL and CompuServe are currently not TAPI-compliant. You must close WinFax PRO or turn off automatic receive before using them.
You need to close any non TAPI-compliant applications prior to running WinFax PRO/TalkWorks PRO.

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Uninstall and reinstall the modem in Windows
Exit all open programs and stop the WinFax PRO or TalkWorks PRO service if you are running Windows NT, Windows 2000, or Windows XP.
Click Start, point to Settings, and click Control Panel. The Control Panel window appears.
Double-click Modems. The Modems Properties dialog box appears.
Select the modem, and click Remove.
Click Add. The Modem Setup wizard appears.
Check “Don’t Detect My Modem…” and click Next.
Select the modem manufacturer from the Manufacturer list.
Select the modem model from the Models list.
Follow the on-screen instructions to finish installing the modem in Windows.

Reconfigure the modem in WinFax PRO/TalkWorks PRO
In the WinFax PRO or TalkWorks PRO Program Setup, double-click Modems and Communications Devices. The Modems and Communications Devices Properties dialog box appears.
Select the modem in the Connection Devices list.
Hold down the Shift button, and click Properties. You see the following message: “Your modem has not been configured to work with WinFax, do you want to run the modem configuration wizard now?”
Click Yes, and click Next to query the modem.
Select the modem from the list of voice modems, and then click Next.
Click Finish, and click Close.
Close WinFax PRO or TalkWorks PRO and restart Windows.

Change the Extra Settings field
Click Start, point to Settings, and click Control Panel. The Control Panel window appears.
Double-click Modems. The Modems Properties dialog box appears.
Select the problem modem from the list and click Properties.
Click the Connection tab.
Click Advanced.
In the Extra Settings field, type atz and then click OK.
Close the Control Panel.

Disable memory-resident programs
Screen savers, antivirus software and other memory-resident programs, especially DOS, 16-bit, or Windows 3.1 programs, can conflict with WinFax PRO and TalkWorks PRO. These programs are usually started from your Autoexec.bat, Config.sys, System.ini and Win.ini system files.

Click Start, and click Run. The Run dialog box appears.
In the Open field, type sysedit and click OK. The System Configuration Editor window appears.
Click the Autoexec.bat window.
Locate any lines that start memory resident applications. Type rem at the beginning of each of these lines. Examples of these files are Norton AntiVirus (NAV) and PCTools.
Repeat these steps for the Config.sys window, but using a semi-colon ( ; ) instead of REM to disable the command.
Click the Win.ini window.
Locate the LOAD= and RUN= lines. Disable any files that refer to screen savers, antivirus programs, Quicken Billminder or any other memory resident program. Type a semicolon (;) at the beginning of these lines to disable the commands. For example:

;LOAD= C:QUICKENQUICKENBILL

Restart the computer for changes to take effect.
Temporarily move all items in the Startup folder to another folder.
Right-click Start, click Open, and double-click Programs
Double-click Startup.
Drag all items in this window to the desktop, and close all open windows.
Restart the system.

Disable Screen Savers and Power Management
Click Start, point to Settings, and click Control Panel. The Control Panel window appears.
Double-click Display. The Display Properties dialog box appears.
Click the Screen Saver tab.
Disable the Windows screen saver by choosing None from the Screen Saver drop-down list.
Close and disable any power management software you may be running.
Restart Windows.

Check the modem connections
Check the connection between the modem and the phone line. Make sure that the phone line is correctly plugged in to the phone jack on the wall.
Make sure the other end is plugged in to the line jack in the modem and not the telephone extension jack in the modem.
Do not use any line splitters between the wall jack and the modem.
If you have an external modem, turn it off and back on again to reset it.
If you have an external modem, try a different RS-232 cable.
If you have an internal modem, shut down Windows, turn off the computer and wait ten seconds. Restart the computer to reset the modem.

Exit all other programs
Press Ctrl+Alt+Delete. The Close Program dialog box appears.
Select each task in the list and click End Task in turn, except for Explorer and Systray.
Restart WinFax.

Set up the modem as a standard modem
Start Message Manager.
Click Tools, point to Setup, and click Program Setup. The Program Setup window appears.
Double-click Modem and Communications devices. The Modem Properties dialog box appears.
Click Add. The Add New Modem Wizard appears.
Click Regular Modem.
Check “Don’t Detect My Modem…” and click Next.
When presented with the list of modems, Select Standard from the Manufacturers list.
Select the model that most closely matches the modem from the Models list.
Click Next, and click Finish.
Select the Standard Modem, and click Set as Active. Answer Yes when prompted to run the Modem Configuration Wizard.
Follow the on-screen prompts until you reach the modem query screen. This is where the Wizard tests your modem. After the wizard has queried the modem and displayed the results, hold down Shift and click Next.
A list of available modem types is displayed. Select Generic or Standard modem type and the model that most closely matches the modem.
Follow the on-screen instructions to finish configuring the modem.

Use the standard Comm.drv file
Make sure you use the standard Comm.drv for Windows 95, dated 7/11/95 or later.

Click Start, point to Settings, and click Control Panel. The Control Panel window appears.
Double-click Modems. The Modems Properties dialog box appears.
Click the Diagnostics tab.
Click Driver to display information about the current communications driver. If the file is dated prior to 7/11/95, you may be using a beta release of Windows 95 or you may have replaced the Comm.drv file with an incompatible version of the file.

Change the initialization speed
In the WinFax PRO or TalkWorks PRO Program Setup, double-click Modems and Communications devices. The Modems and Communications Devices Properties dialog box appears.
Select the modem, and click Properties.
Change the Initialize At speed to 38,400.
Click OK.

If this does not help, try changing the Initialize At speed to 19,200 instead.

Modify the registry

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CAUTION: Neither Symantec nor Microsoft can offer technical support on their products if any incorrect changes have been made to the Windows registry. A mistake could require you to reinstall Windows, and could also result in permanent data loss or corrupted files. We strongly encourage you to back up your system registry before making any changes. Please make sure you modify only the specified keys. If you are not comfortable editing the registry, please obtain assistance from a professional.

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Back up the registry key
Exit all open programs, and stop the WinFax PRO or TalkWorks PRO service if you are running Windows NT, Windows 2000 or Windows XP.
Click Start, and click Run. The Run dialog box appears.
Type regedit in the Run field, and click OK. The Registry Editor window appears.
Select the following key:

HKEY_LOCAL_MACHINESoftwareDelrinaCommsuite7.0

Click Registry, and click Export Registry File. The Export Registry file dialog box appears.
Select C: from the Save In drop-down list.
In the File Name field, type a name for the registry key you are exporting. Do not add an extension to the end of the file name.
Click Save. The registry key is saved to the C: drive.

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Note: To import a registry key , double-click the exported key on the C: drive. You will receive a message indicating that the key has been successfully entered into the registry.

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Delete the registry key
In the Registry Editor, locate and select the following key:

HKEY_LOCAL_MACHINESoftwareDelrinaCommsuite7.0Modems

Press Delete. The Registry key is deleted.
Repeat these steps for the following key as well:

HKEY_LOCAL_MACHINESoftwareDelrinaCommsuite7.0WFXIFModems

Exit the Registry Editor and restart Windows.

Reconfigure the modem in WinFax PRO/TalkWorks PRO

In the WinFax PRO or TalkWorks PRO Program Setup, double-click Modems and Communications Devices. The Modems and Communications Devices Properties dialog box appears.
Select the modem in the Connection Devices list.
Click Properties. You see the following message: “Your modem has not been configured to work with WinFax, do you want to run the modem configuration wizard now?”
Click Yes, and click Next to query the modem.
Follow the Modem Configuration Wizard through configuring the modem.
Click Finish, and click Close.
Close WinFax PRO or TalkWorks PRO and restart Windows.

Rename Dccmodem.dat to Dccmodem.old and reinstall WinFax PRO/TalkWorks PRO

Click Start, point to Find, and click Files or Folders. The Find dialog box appears.
From the Look In drop-down list, select the drive on which you installed WinFax PRO/TalkWorks PRO.
Check Include subfolders (if not already checked).
In the Named field, type dccmodem.dat and click Find Now. Windows displays all files matching the search criteria.
Select the found file, click File, and click Rename.
Rename the file to dccmodem.old and press Enter.
Close all open windows.
Reinstall WinFax PRO/TalkWorks PRO from the installation CD, but select Custom installation when prompted. Install only the Program Files.
Restart the computer when the installation is complete.

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