CPC091592 207.DOC The Complete Communicator FAX Troubleshooting This document is provided as "For your information" and as is. Neither The Complete PC nor any of it's employees assume any responsibility for consequences resulting from the use of the following information nor can the Complete PC technical support provide help with this document. The user of said information does so at his or her own risk. Receiving Faxes The PC beeps 4 times during an attempt to receive a file. There is not enough disk space to receive a new fax. Free some disk space to begin receiving fax files again. The board answers the phone line but I do not receive the fax. The number of rings is set too high so the sending fax machine times out. Lower the number of rings before answering. The telephone connection is too noisy (most common with international/long distance transmissions). Increase the Maximum Number of Errors per Page (located in INSTALLC, Modify Existing Parameters, Telephone System Information) and the Line Compensation Adjustment value (located on the same screen). The telephone connected to the CCOM board is drawing too much power from the board. Try another phone or no phone connected at all. Be sure to remove other phones connected to this line as extensions. The software reports Receiving, but the fax is not received. The telephone line is plugged into the wrong jack on the CCOM board. It should connect from the wall to the bottom jack. The telephone should be connected to the top jack. The number of rings is set too high so the sending fax machine times out. Lower the number of rings before answering. The telephone connection is too noisy (most common with international/long distance transmissions). Increase the Maximum Number of Errors per Page (located in INSTALLC, Modify Existing Parameters, Telephone System Information) and Line Compensation Adjustment value to a higher value (found on the same menu) and the Line Compensation Adjustment value (located on the same screen). I cannot display my faxes. Try using CFAXVIEW in the C:\CC directory at DOS. Do: C:\CC> CFAXVIEW FILENAME then ENTER. If you can see your fax file here, then you must modify the installation for a different graphic adapter choice. If the fax still does not display either you do not have a graphics adapter istalled in you PC or you do not have a compatible graphics adapter. Compatible graphics adapters are Hercules, CGA, EGA, or VGA. I want to manipulate the fax in my word processor. You need OCR software to convert our graphic fax file to ASCII so your word processor can modify the file. I Can't Receive. I get a message warning ?? disk space available from Status screen. If the amount of disk space available from the Status screen is incorrect, you have installed Complete Communicator in a disk partition greater than 32 MB. In order for the software to detect the correct amount of disk space, it must be installed in a partition of 32 MB or less. The Red indicator for New Faxes will not go away. The indicator light is controlled from the Receive Faxes screen only. To turn off the light, the New Fax must be viewed/deleted from the Receive Faxes screen. If you have viewed/deleted the file from either DOS or the Fax Directory screen, access the Receive Faxes screen, view the file if it is still marked as New then F10 to save the status. Sending Faxes When I send a cover sheet part of the file is missing. Check your document for double quotation marks ". If you have used double quotation marks in your document the file will stop wherever the double quotations are placed. The program uses the double quotes for end of line markers for the coversheet file. Replace your double quotes with single quotes and your file will be sent correctly. The scheduled faxes always have a status of Ready. Sending is Disabled. Check the Status screen from within CFAX to verify. Enable sending by pressing F7 from the Status screen. The date/time for the scheduled fax is still in the future. Delete the scheduled date/time for immediate transmission. The date/time scheduled is correct, but the PC DOS time/date is incorrect. Change your DOS date/time to the correct values. The phone line that the FAX is attached to is busy. The telephone connected to the board draws too much power from the board. Some of the telephones available draw too much power from the board than reserved for local phone operation. Multi-line phones and many phones with features that light up on the telephone cause this symptom. Either use a standard, single line telephone or no phone connected at all. This can also be caused by a phone that is an extension for the FAX line. Check all of the phones conneted. The transmission always fails, showing a status of "No Line". The telephone line is plugged into the wrong jack on the CCOM board. It should connect from the wall to the bottom jack. The telephone should be connected to the top jack. There is no telephone line connected to the bottom jack of the board. The phone line connected to the board must be Analog. If you have a Digital phone line connected to it, it will not answer the phone. The phone line itself is Analog, but the telephone hooked into the board is Digital. Try again with a standard, single line touchtone telephone connected to the board, or no phone at all. When I try to send the fax file, the software tells me to hang up the phone. F5 was selected to dial manually. F5 Dial Manually means that you will be dialing the fax number from the telephone connected to the board. Once you press a key on the keyboard, it prompts you to hang up that telephone to complete the transmission. To have the board dial automatically do not press F5, instead, enter the FAX number in the Phone Number field and press F10. This will send your FAX automatically. When I select F4, Create Memo from the Send Faxes screen, I never get to the editing screen. Once I enter the filename and press enter I return to the Send Faxes screen. The directory C:\CC is not found on the current path. To verify this, exit to DOS. At the prompt, type in the word set then press enter. The current path will echo back to the screen. C:\CC must be on this path. Modify the path to include C:\CC. When I send a fax created from the Memo feature, the first line of text is always overwritten at the receiving fax machine. The first line of the Memo document is reserved for the Sending Header. If you have the header turned off, your text will appear. If the header is turned on, the first line of text is overwritten by the header. When I select F8, DOS DIRECTORY from the File List screen, I never get the Directory list screen. Once I enter the directory information and press enter I return to the File List screen. The directory C:\CC is not found on the current path. To verify this, exit to DOS. At the prompt, type in the word SET then press enter. The current path will echo back to the screen. C:\CC must be on this path. Modify the path to include C:\CC. The outgoing fax always fails. The phone number is incorrect. Verify the number CCOM is dialing. Remember to include any outside line code into the string to connect outside your building. Some phone systems require a 9 for dialtone. Be sure to include 1 or the area code for long distance. The receiving fax machine is not answering the call. Call it manually to verify. The receiving fax machine is out of paper. The receiving fax machine answers after too many rings, making CCOM time out. The receiving machine is not a Group III fax machine. The connection is too noisy to support a facsimile transmission. Modify the value of Line Compensation Adjustment (located in INSTALLC, Modify Existing Parameters, Telephone System Information) to a higher number. This will make the board more tolerant to noisy phone lines during the transmission attempt. The telephone line is plugged into the wrong jack on the CCOM board. It should connect from the wall to the bottom jack. The telephone should be connected to the top jack. To determine which of these problems is causing your failures, listen in to the call. When you hear the relay on the board click to take the phone off hook and start dialing pick-up the local phone ( the one connected to the top jack of the FAX board) and listen to the call just like you would listen in on an extension. You will hear the call being placed and can determine the cause of your fails. All long distance fax transmissions fail. The phone number did not include the long distance code required from that line (1-408-434-9701). Usually includes a 1 along with the area code. If dialing internationally, make sure the appropriate country code, city code, fax phone number is used. End the phone number with a # sign, it signals your long distance carrier that the international dialing string has ended. The connection is too noisy to support a facsimile transmission. Modify the value of Line Compensation Adjustment (located in INSTALLC, Modify Existing Parameters, Telephone System Information) to a higher number. This will make the board more tolerant to noisy phone lines during the transmission attempt. The fax is sent incomplete, not all pages are received. Look at the converted fax file in the C:\CC directory to verify that the entire fax was converted properly. The telephone line may have been too noisy to support the full transmission of the fax. Modify the value of Line Compensation Adjustment (located in INSTALLC, Modify Existing Parameters, Telephone System Information) to a higher number. This will make the board more tolerant to noisy phone lines during the transmission attempt. The sent fax was not converted properly. The original file was not in a format Convert to FAX recognizes. If sending from another application, make sure the file was in either an ASCII format or an Epson FX print format before conversion. Refer to the user's guide and/or appendix for further format information. I want to manipulate the file in my word processor after it has been converted to fax You need OCR software to convert our graphic fax file to ASCII so your word processor can modify the file. HotKey Unloading Hotkey To load CCBACK without the HotKey, simply load CCBACK as CCBACK /N This saves you 11 K of RAM. The HotKey window does not show in the third party application. The application you are using could be set in a Graphic mode. Change the application to a Text mode. Once I do a HotKey, the fax does not send. Make sure you are printing the document from the application after you have completed the HotKey window. Verify you are exiting to DOS once you have printed the document. If you exit to a Menu program, you must exit to a DOS prompt so the software can execute HKEYSEND. Once you get to the prompt, HKEYSEND should show up at the prompt automatically. If you get an error message "no print file captured," it means it did not have a file to capture at LPT1. Make sure you are doing the PRINT command. NOTE: HotKey is known to not come up automatically with DOS 4.0 or higher. If you have our Communicator installed in a machine with 4.0 or higher, you will have to execute the HKEYSEND manually. To do this, at the DOS prompt type HKEYSEND and press return. If HKEYSEND is not executed, 3 files will be created and stored in the C:\CC directory: PCAPTCVR, PCAPTDAT, PCAPTURE. These files are temporary files that have not been converted by HKEYSEND. To convert them, simply exit to a DOS prompt and type HKEYSEND. Press enter. HKEYSEND does not execute automatically. Verify you are exiting to DOS once you have printed the document. If you exit to a Menu program, you must exit to a DOS prompt to execute HKEYSEND. Sending Cover Sheets I cannot find my cover sheet files once they have been sent. The files are stored in the C:\CC directory and have the extension .CVR to resend a previously created coversheet type the filename including the .CVR extension in the file name field on the send faxes screen. To see a listing of these files go out to DOS, change to the C:\CC directory and type dir *.CVR. A list of all the saved coversheets will be displayed. Creating Memos When trying to use the Create Memo function, I return to the Send Faxes screen after entering the filename. C:\CC is not included or is not found on the current path statement. Verify that C:\CC is on the path. Move it to the begining of the path if it is there but not being recognized.