Re: SBS Fax service stops working Intermittently

Dear Customer,

Thank you for posting back and keeping us updated!

I cannot find your fax modem USR5633A in our Windows Server 2003 Catalog.
So I am not sure if it works compatible with Windows Server 2003 Operating
System. I suggest that you contact the fax modem vendor to make sure if it
works compatible with SBS 2K3 Server, or there is any lastest updates need
to be installed.

Search Results
for U.S. Robotics
http://www.microsoft.com/windows/catalog/server/default.aspx?subID=22&xslt=g
lobalsearch&qu=U.S.+Robotics&scope=1

I have searched the Inbox log and the event log. I found following error
messages:

"Reception error" "Unknown fatal error" "0x0000000c" 4/5/2006 10:19:55
4/5/2006 10:21:09 "U.S. Robotics 56K Faxmodem USB" "C:\Documents and
Settings\All Users\Application Data\Microsoft\Windows
NT\MSFax\Queue\1C658C464B86C.tif" 0 "Commercial One" "817 373 3231" ""

"Completed" "Partially received fax - Unknown fatal error" "0x00000010"
5/25/2006 13:01:48 5/25/2006 13:03:40 "U.S. Robotics 56K Faxmodem USB"
"C:\Documents and Settings\All Users\Application Data\Microsoft\Windows
NT\MSFax\Queue\1C680254AA4AF.tif" 114190 "Commercial One" "Via Fax"

"Reception error" "The incoming call cannot be answered as a fax call"
"0x40000801" 5/25/2006 18:27:29 5/25/2006 18:28:26 "U.S. Robotics 56K
Faxmodem USB" "C:\Documents and Settings\All Users\Application
Data\Microsoft\Windows NT\MSFax\Queue\1C68052CA2788.tif" 0 "Commercial One"

"Reception error" "The remote fax machine did not respond in time, and the
call was terminated" "0x40000802" 5/27/2006 13:43:38 5/27/2006 13:44:33
"U.S. Robotics 56K Faxmodem USB" "C:\Documents and Settings\All
Users\Application Data\Microsoft\Windows NT\MSFax\Queue\1C681BD77EB28.tif"
0 "Commercial One" " " "" " " 0

================

Based on experience and research, we have seen many similar issues:

The US Robotics Sportster 56k V.92 (model 5686) was replaced with a 3Com
Courier V. Everything External modem.

In another case, the Zoom V.92 USB modem was replaced with a 3Com Courier
V. Everything External modem.

Typically the sending fax device is a multifunction device that can do
printing, copying, scanning, and faxing. After replacing the modem with a
3Com Courier V. Everything, user might be able to receive faxes from these
multifunction devices.

Following are some of the devices customers reported consistent issues
receiving faxes:

Brother Intellifax 1270E
Brother MFC 8500
HP 6110
HP 7110
Panasonic KXFHD351.

Hope the information above is useful. If you have any questions or
concerns, feel free to contact me.

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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