Description of troubleshooting Symantec Fax Starter Edition with Outlook 2000 with the Internet Mail Only option (196272)

MORE INFORMATION

After you install SFSE, the next time you open Outlook, the Fax Starter Edition Setup Wizard starts. It is important that you do not change any of the settings created by the Wizard. If you do, SFSE will not function properly. If you made changes to these settings, you must rerun the Wizard.

The Symantec Fax Starter Edition Setup Wizard

To start the wizard manually, follow these steps:

1. Quit Outlook.
2. Click Start, point to Find, and then click Files Or Folders. On Windows 2000 or Windows Millennium Edition (Me), click Start, point to Search, and then click For Files Or Folders.
3. On the Name & Location tab, type olfsetup.exe in the Named box. On Windows 2000 or Windows Me, in the Search for files or folders named box, type olfsetup.exe.
4. In the Look In list, click the drive on which you installed Outlook.
5. Click to select the Include Subfolders check box, and then click Find Now.
6. Double-click Olfsetup.exe in the search results to start the wizard. Make sure that your personal information is correct before you continue to the modem settings.
   
   NOTE: What you type in the Station Identifier box will appear as the Sender name in the recipient's Inbox, but not on the fax cover page.

To reconfigure your modem for SFSE, follow these steps:

1. Start Outlook.
2. On the Tools menu, click Options.
3. On the Fax tab, click Modem.
4. Hold down the SHIFT key, and then click Properties. You receive the following message:

   This modem has not been configured to work with WinFax. Do you want to run the Fax modem configuration now?

5. Click Yes, make sure your modem is turned on, and then complete the Modem Configuration Wizard until you see the Finish button.
6. Click Finish to display the Properties dialog box.
7. On the General tab, you may want to select a lower "bps" setting at which to initialize the modem. This way, the modem is more likely to start. If you select the highest possible setting and the modem cannot negotiate at that speed, the modem does not start at all.
8. On the Fax tab, click As fast as possible for the Maximum transmission speed setting, and Send at any rate for the Minimum transmission speed setting. Unless the manufacturer provideS a specific initialization string sequence that differs from the string shown, do not change it or any of the other settings on this tab.
9. Click OK, click OK, and then click Close.

The SFSE Account Properties

Ordinarily, you should not make any changes to the account settings. However, to verify your user information for the SFSE Account, follow these steps:

1. On the Tools menu, click Accounts.
2. On the Mail tab, click Symantec Fax Starter Edition, and then click Properties.
3. On the General tab, make sure that your name, organization, and e-mail addresses appear correctly.
4. Set Include this account when doing a full Send and Receive to the setting you want.
5. On the Servers tab, do not change any settings.
6. On the Connection tab, verify that the Connect using my local area network (LAN) check box is selected. This is the correct setting. Even if you are not on a LAN, do not change this.
7. On the Advanced tab, do not change the Server Port Numbers values. To increase the Server Timeouts setting, drag the slider to the right.
8. Click OK to close the Account Information dialog box.

Loading the Fax Service

There are two ways to load the Fax Mail Server, Wfxmsvr.exe. You can start Outlook with the Automatic Receive feature turned on, or print to the Fax Print Driver. When you load the server, it activates the modem controller, Olfmod32.exe.

To turn on the Automatic Receive feature, follow these steps:

1. On the Tools menu, click Options.
2. Click the Fax tab.
3. Under Modem, click to select the Automatic Receive Fax check box. You can also specify the number of rings to wait before answering, the number of retries, and the delay between retries.
4. Click OK.

To print to the Fax Print Driver, follow these steps:

1. Write your fax message.
2. In the open message, on the File menu, click Print.
3. Click Symantec Fax Starter Edition in the Printer Name list, and then click OK.

To determine whether the server and the modem controller are loaded, follow these steps:

1. Press CTRL+ALT+DELETE to display Close Programs in Microsoft Windows 95 and Microsoft Windows 98, or Task Manager in Windows NT.
2. Look for OLFaxMOD and Wfxmsrvr in the list of programs.
3. If they are not both there, make a note of the one that is missing, and then click Cancel.
4. If one or both are missing, follow these steps:
   1. Click Start, point to Find, and then click Files or Folders.
   2. On the Name & Location tab, in the Named box, type either olfmod32 or wfxmsrvr, whichever did not appear in the program list.
   3. In the Look In list, select the drive that contains Outlook.
   4. Click to select the Include Subfolders check box, and then click Find Now.
   5. Double-click the file in the search results list to start it.

Receiving Faxes

You can receive faxes only if the Automatic Receive feature is turned on, and both the server and the modem controller are running. To satisfy these requirements, Outlook must be running and your modem must be on.

When you receive a call, the modem detects the ring signal and sends the signal to the modem controller, which then processes the incoming fax and displays the "Offering" dialog box. When the modem detects the correct number of rings, it answers the call and negotiates with the sending modem. During the negotiation, the dialog box changes to "Connected." When the modem establishes the connection and the transmission of data begins, the dialog box changes to "Receiving."

After the transmission is complete, you recieve a "Fax Received" message in your Inbox, and an envelope icon appears in the Status area of the taskbar. The fax appears in the "Fax Received" message as an attachment with an .fxo extension. To view the fax, double-click the attachment. The fax displays in the Quick Fax Viewer, which allows viewing at different percentages of magnification and different degrees of rotation. To print the fax, click Print on the File menu.

Addressing a Fax

There are two ways to address a fax. Use either of the following methods:

• Add the fax number to a contact, and add the contact to the To: or the Cc: box in the open fax message.
• In the To: or the Cc: box of the open fax message, type fax@fax number. To create a pause for a dial tone between numbers, type W. For example:

  fax@9w5551212

NOTE: You cannot mix fax messages with e-mail messages.

Writing a Fax

There are several ways to start a new fax message. Here are a few of the more direct methods:

• In the Inbox, on the Actions menu, click New Fax Message.

• 1. In the Inbox, on the File menu, point to New, and then click Fax Message.
  2. To send a fax to a contact when you are in the Contacts folder, click to select the contact to whom you want to send a fax, on the Actions menu, click New Message to Contact. When you are finish your message, on the File menu, point to Send Using, and then click Symantec Fax Starter Edition.

TROUBLESHOOTING ISSUES

To troubleshoot problems using SFSE, use the appropriate method for your situation.

Cannot Negotiate to Send or Receive

To troubleshoot this problem, use any of the following methods:

• Make sure you are using the correct class, initialization string and flow control.
• Turn off ECM for sending or receiving, and high-speed compression.
• Lower the maximum transmission speed.
• Change the modem to a different class.

To change these settings, follow these steps:

1. On the Tools menu, click Options, and then click the Fax tab.
2. Click Modem, click the modem you are using, and then click Properties.
3. Make your changes on the General tab and the Fax tab, click OK, click OK, and then click Close.

Modem Is Not Available in Fax, but Appears in Control Panel

WARNING: If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk.

1. Remove the following registry key:

   KEY_LOCAL_MACHINE\Software\Microsoft\Office\9.0\Outlook\OLFax\ 7.0\Modems

2. Make sure the Telephony service is running if you are using Windows NT.
3. Remove the modem from Control Panel, and then add it back in again.
4. Remove all registry entries under the following key, and then re-add the modem in Control Panel:

   HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\Class\Modem

5. Make sure that COMM.DRV = COMM.DRV in the System.ini file.

Cannot Communicate with Modem in SFSE

Try to dial out by using HyperTerminal. Also, try to send the following AT commands to the modem using HyperTerminal:

<WWUSERINPUT>at dt <I BRACKET="YES">phone number</I></WWUSERINPUT>
				

where phone number is the number to which you want to send your fax.

NOTE: If you cannot connect to the number by using HyperTerminal, you have a problem with your modem. Contact your modem's manufacturer for assistance.

For more information about using HyperTerminal, see the Windows Help Index for "HyperTerminal."

For additional information about how to use HyperTerminal, click the article number below to view the article in the Microsoft Knowledge Base:

Cannot Send or Receive a Fax After You Make a Connection

Make sure that the Symantec Fax Starter Edition printer driver is available. To do so:

1. Click Start, point to Settings, and then click Printers.
2. If you do not see Symantec Fax Starter Edition, it is not installed. To install the printer driver, follow these steps:
   1. Double-click Add Printer.
   2. In the Add Printer Wizard, click HP in the list of manufacturers, click HP LaserJet III in the list of printers, and then complete the wizard.
3. Add the Symantec Fax Starter Edition component by using Office 2000 Setup.

Make sure that the Symantec Fax Starter Edition Printer Driver is not damaged. To do so:

1. Click Start, point to Settings, and then click Printers.
2. Click Symantec Fax Starter Edition.
3. On the File menu, click Properties.
4. There should be four tabs in the Properties dialog box. If there are only two tabs, the driver is damaged.

If the driver is damaged, rename the following files, and then add the Symantec Fax Starter Edition component using Office 2000 Setup.

Windows 95/98:
The following files are required for the driver to function in Windows 95 and are in the \Windows\System folder:

• Hfx3w3.dll
• Olfaxdrv.drv
• Olfthk16.dll
• Olfthk32.dll

Windows NT:
The following files are required for the driver to function in Windows NT:

C:\%WinDir%\System32

• Olfmnt40.dll

C:\%WinDir%\System32\Spool\Drivers\W32x86

• Olfdnt40.dll
• Olfunt40.dll
• Olfaxdrv.fad

C:\%WinDir%\System32\Spool\Drivers\W32x86\NumberedFolder

• Olfdnt40.dll
• Olfmnt40.dll
• Olfunt40.dll
• Olfaxdrv.fad

C:\%WinDir%\System32\Spool\Prtprocs\W32x86

• Olfpnt40.dll

The Startup folder should contain a shortcut called "Symantec FAX Starter Edition Port" to C:\Program Files\Microsoft Office\Office\1033\OLFSNT40.EXE.

NOTE: The following steps apply to computers running Windows 95 or Windows 98 only. For additional information about how to rename files in Windows NT, click the article number below to view the article in the Microsoft Knowledge Base: To rename and replace the file in Windows 95 or Windows 98, follow these steps:

1. Quit all programs.
2. Click Start, point to Find, and then click Files or Folders.
3. In the Named box, type one of the file names that is required for the driver to function, and then click Find Now.
4. In the Search Results list, right-click the file name, and then click Rename. Rename the extension .dll (or .drv) to .old.
5. Repeat these steps for each of the listed files.
   • Hfx3w3.dll
   • Olfaxdrv.drv
   • Olfthk16.dll
   • Olfthk32.dll

NOTE: When you rename this file, you may receive an error message that states that the file is in use and cannot be renamed. If this occurs, quit Windows, and then restart your computer in MS-DOS mode to rename the file. To do so:

1. Click Start, and then click Shut Down.
2. Click to select Restart the computer in MS-DOS mode.
3. Type cd system, and then press ENTER.
4. Type ren Hfx3w3.dll Hfx3w3.old, and then press ENTER to rename the file.
5. Repeat steps 3 and 4 for each of the listed files.
6. Type exit, and then press ENTER to restart Windows.
7. Add the Symantec Fax Starter Edition component by using Office 2000 Setup.

Invalid Page Fault Starting SFSE Print Driver

1. Change your Display Driver to Standard VGA.
2. If that does not correct the problem, perform the steps in the earlier "Make sure that the Symantec Fax Starter Edition Printer Driver is not damaged" section.

Send Button Is Missing After Installing SFSE with no E-mail Service

Add a mail account. This does not have to be a valid mail account.

1. On the Tools menu, click Accounts.
2. On the Mail tab, click Add, and then click Mail.
3. In Display name, type your name and then click Next.
4. In the E-mail address box, type xxx@xxxx.x, and then click Next.
5. Type MyServer in the Incoming mail box and the Outgoing mail box, and then click Next.
6. Click Next on all the remaining pages, and then click Finish on the Congratulations page.

Printing Issues

For additional information about problems using certain Hewlett Packard (HP) and Canon printers, click the article number below to view the article in the Microsoft Knowledge Base: