Re: SBS Fax service stops working Intermittently

Dear Customer,

Thank you for posting back!

I understand that your client uses the fax modem to receive faxes most of
the time. In this case, I suggest that you enable the fax activity log for
us to analysis the issue.

I understand that you are not in office currently, so please gather the log
files at your best convenience.

To collect the fax activity log:

a. Go to Server Management\Standard Management\Fax (Local).

b. Right click Fax (Local), and select Properties, and Activity Logging tab.

c. Make sure that you have checked the box: Log incoming fax activity. You
will see the Activity log folder location underneath. By default, it
locates at C:\Documents and Settings\All Users\Application
Data\Microsoft\Windows NT\MSFax\ActivityLog. Please zip the fax activity
log as an attachment and send it to me.

Besides fax activity log, please also help me to gather the Event Log and
the exact model of fax device.

In your reply, you mentioned you plan to reinstall the fax service.
Actually, we may need to reinstall the fax service after investigate,
however, at this stage, I still suggest that we perform some troubleshoot
steps first. If you insist on reinstalling fax service, please see
following steps:

1. Rename the keys and files below to *.old

1) HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Fax

2) HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Fax

3) C:\Program Files\Microsoft Windows Small Business Server\fax

4) The 'SBSMIS-FAX.log'file under 'C:\Program Files\Microsoft
Integration\Windows Small Business Server 2003\Logs'.

5) The 'SBSMSI-faxcfg.log'file under 'C:\Program Files\Microsoft
Integration\Windows Small Business Server 2003\Logs'.

6) The 'faxsetup.log'file under 'C:\WINDOWS\'.

2. Access Add/Remove Programs, Add/Remove Windows Components, uncheck 'Fax
Services' to uninstall it.

3. Once it is uninstalled, access Add/Remove Programs to reinstall it.

4. Then, access 'Add/Remove Programs again', this time, we will click
'Change/Remove' on the 'Windows Small Business Server 2003' item:

1) Click 'Next' on the 'Microsoft Windows Small Business Server Setup'
page.

2) Click 'Next' on the 'Windows Configuration' page.

Note: It states that 'This will take approximately 30 minutes', it is
referring to the total time it will take in the first SBS component
installation. For the task such as remove a specific component, it will
just take couple of minutes.

3) Now, in the 'Component Selection' page, choose 'Remove' before the 'Fax
Services' item.

4) Click 'Next', and then click 'Next' again to confirm 'Component
Summary'. You will be prompted to insert the SBS 2K3 setup Disc 1.

5. Once the removal process is completed, access 'Windows Small Business
Server setup' again in 'Add/Remove Programs', proceed to the 'Component
Selection' page, and then choose 'Install' for the 'Fax Services' item.

Thanks a lot for your time and I am looking forward for your further
updates!

Best regards,

Brandy Nee

Microsoft CSS Online Newsgroup Support

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From: "avanwey@xxxxxxxxxxxxx" <avanwey@xxxxxxxxxxxxx>
Newsgroups: microsoft.public.windows.server.sbs
Subject: Re: SBS Fax service stops working Intermittently
Date: 24 May 2006 22:57:13 -0700
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Thanks for the reply. There are 2 problems here:
A. The server periodically stops receiving faxes
B. The server will not reboot with a "Shut Down" or a "Restart"
command. You have to physically push the button to power it down.

I have addressed your questions below.

1. It's a US Robotics External modem. I cannot login right now, so I
can't tell you the exact model. I think someone (most likely the owner)
has tried to reboot the server remotely, which is another (most likely
separate) issue.
2. The only info related to the Fax service in the event viewer refers
to a failure to receive a fax.
3. They very rarely (if ever) use the server to send faxes, so I cannot
say for sure if the problem is with sending as well, but I know that
they are not receiving their faxes.
4. If I go to Computer Management, and either right-click the Fax
Service and select RESTART, or if I attempt to select STOP, the service
never completely stops (thus I cannot restart it) and the Status shows
"Restarting" in the Services details pane. I have also gone to the
command line and attempted to use a NET STOP fax command, but it was
unsuccessful.
5.
a. We only notice it when we are not receiving faxes. When I see that
our faxes are coming through our fax machine rather than through SBS, I
check the service. Again, there is nothing in the event viewer other
than "SBS failed to receive a fax from...."
b. The last time we had the problem was on 5/17, and I think the last
time we had the problem was in February. A reboot resolves the issue,
but since I cannot reboot it remotely (because of the "shut down"
issue), this is very problematic.
6. See number 5 for first 2 questions. No changes since it was working
before on 5/17. The only thing that comes to mind that has changed at
all in the last few months had to do with Sharepoint, but that should
not affect the fax service, and also we were experiencing the Fax
problem before the sharepoint configuration change.
7. Not to discount your advice, but I'm very familiar with configuring
the SBS fax service. I have setup more than 20 SBS machines, and nearly
15 of those use the fax service, and this is the only one that has a
problem. I am considering completely removing the fax service and
reinstalling it, but I am concerned about leaving remnants of the
service after this process.



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