OL2000: (IMO) Troubleshooting Symantec Fax Starter Edition

ID: q196272

The information in this article applies to:


NOTE: These procedures only apply if you have installed Outlook with the Internet Mail Only option. To determine your installation type, on the Help menu click About Microsoft Outlook. In About Microsoft Outlook you should see "Internet Mail Only" if you have the Internet Mail Only option installed.

IMPORTANT: This article contains information about editing the registry. Before you edit the registry, make sure you understand how to restore it if a problem occurs. For information about how to do this, view the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe.

SUMMARY

This article describes how to configure and troubleshoot problems that may occur when you use Symantec Fax Starter Edition (SFSE) with Microsoft Outlook 2000.

SFSE is automatically installed if you used Microsoft Fax prior to installing Microsoft Outlook 2000, Internet Mail Only. You can also add SFSE to the Internet Mail Only installation of Outlook 2000.


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 click Files Or Folders.


  3. On the Name & Location tab, type OLFSETUP.EXE in the Named box.


  4. In the Look In list, select the drive you installed Outlook on.


  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 your personal information is correct before you continue to the modem settings.

    NOTE: Whatever 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 SHIFT, and click Properties.

    The following message appears:


    5. 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 continue with 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 allows the modem a better chance to start; because if you select the highest possible setting and the modem cannot negotiate at that speed, it does not start at all.


  8. On the Fax tab are two Transmission Speed settings. Select "As fast as possible" for the Maximum, and "Send at any rate" for the Minimum. Unless the manufacturer provided a specific initialization string sequence that differs from the string shown, do not change it or any of the other settings on this tab. Click OK, OK, and Close.


The SFSE Account Properties

Generally speaking, 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 click Properties.


  3. On the General tab, make certain your name, organization, and e-mail address(es) appear correctly.


  4. Set "Include this account when doing a full Send and Receive" according to your preference.


  5. On the Servers tab, do not change any settings.


  6. On the Connection tab, verify that "Connect using my local area network (LAN)" 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. You may increase the Server Timeouts by dragging the slider control 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 Automatic Receive enabled, or print to the Fax Print Driver. The server, once loaded, activates the modem controller, Olfmod32.exe.

To enable Automatic Receive, follow these steps:

  1. On the Tools menu, click Options.


  2. Click the Fax tab.


  3. Under Modem, click to select Automatic Receive Fax. 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. Compose your fax message.


  2. In the open message, on the File menu, click Print.


  3. Select Symantec Fax Starter Edition in the Printer Name list, and click OK.


To determine if the Server and Modem Controller are loaded, follow these steps:

  1. Press CTRL+ALT+DELETE to display Close Programs in Windows 95/98, or Task Manager in Windows NT.


  2. Look for OLFaxMOD and Wfxmsrvr in the program list.


  3. If they are not both there, make a note of the one that is missing, and click Cancel.


  4. If one or both is missing, follow these steps:

    1. Click Start, point to Find, and 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 only receive faxes if Automatic Receive is enabled, and both the Server and Modem Controller are running. To satisfy these requirements, Outlook must be running and your modem must be on.

When a call comes in, the modem detects the ring signal and sends the signal to the Modem Controller, which then begins processing the incoming fax and displays the "Offering" dialog box. When the correct number of rings is detected, the modem answers the line, and negotiations begin with the sending modem. During this connection process, the dialog box changes to "Connected." Once the connection is finalized and the transmission of data begins, the dialog box changes to "Receiving."

After the transmission is complete, the Fax Received message is placed in your Inbox, and an envelope icon appears in the status area of the taskbar. The actual 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:

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

Composing a Fax

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


TROUBLESHOOTING ISSUES

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

Unable to Negotiate on Send or Receive

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

To change these settings, follow these steps:

  1. On the Tools menu, click Options, and then click the Fax tab.


  2. Click Modem, select the modem you are using, and then click Properties.


  3. Make your changes on the General and/or Fax tabs. Click OK twice, and then click Close.


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

WARNING: Using Registry Editor incorrectly can cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk.
For information about how to edit the registry, view the "Changing Keys And Values" Help topic in Registry Editor (Regedit.exe) or the "Add and Delete Information in the Registry" and "Edit Registry Data" Help topics in Regedt32.exe. Note that you should back up the registry before you edit it. If you are running Windows NT, you should also update your Emergency Repair Disk (ERD).

  1. Remove the following registry key: 


    2. 
      HKEY_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:


    5. 
      HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\Class\Modem
  5. Ensure COMM.DRV=COMM.DRV in the System.ini file.


Cannot Communicate with Modem in SFSE

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

   AT DT <PHONE NUMBER>
where <PHONE NUMER> is the number to which you want to send your fax, for example: 

   AT DT 5551212
NOTE: If you are unable to connect to the number using HyperTerminal, you have a problem with your modem, and should contact the modem's manufacturer for help.

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

For more information on using HyperTerminal, please see the following article in the Microsoft Knowledge Base:
Q124890 : How to Use Modem AT Commands in HyperTerminal

Unable to Send or Receive a Fax After a Connection is Made

Ensure that the Symantec Fax Starter Edition printer driver is available:

  1. Click Start, point to Settings, and 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, select HP in the Manufacturers list, and HP LaserJet III in the Printers list and continue through the wizard.


  3. Add the Symantec Fax Starter Edition component using Office 2000 Setup.


Ensure That Symantec Fax Starter Edition Printer Driver Is Not Damaged:

  1. Click Start, point to Settings, and click Printers.


  2. Click Symantec Fax Starter Edition.


  3. On the File menu, click Properties.


  4. There should be four tabs visible in the Properties dialog. If the driver is damaged, you will see only two tabs.


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 and are in the \Windows\System32 folder:

    - Hfx3w3.dll
    - Olfax.fao
    - Olfmnt40.dll
    - Olfdnt40.dll
    - Olfunt40.dll
    - Olfsnt40.exe (found in the Startup folder)
NOTE: The following steps apply to computers running Windows 95/98 only. For more information about renaming files in Windows NT, please see the following article in the Microsoft Knowledge Base:
Q164471 : Replacing System Files Using a Modified Emergency Repair Disk
To rename and replace the file in Windows 95/98, follow these steps:

  1. Quit all programs.


  2. Click Start, point to Find and click Files Or Folders.


  3. In the Named box, type one of the file names required for the driver to function, and click Find Now.


  4. In the Search Results list, right-click the file name, and then click Rename. Rename the extension .dll (or .drv) with .old.


  5. Repeat these steps for each of the listed files.

    - Hfx3w3.dll
    - Olfaxdrv.drv
    - Olfthk16.dll
    - Olfthk32.dll


NOTE: When you attempt to rename this file you may receive an error message stating that the file is in use and cannot be renamed. If this occurs, quit Windows and restart in MS-DOS mode to rename the file. To do this, follow these steps:

  1. Click Start and click Shut Down.


  2. Click to select "Restart the computer in MS-DOS mode."


  3. Type cd system and press ENTER.


  4. Type
    ren Hfx3w3.dll Hfx3w3.old
    and then press ENTER to rename the file.


  5. Repeat from step 3 for each of the listed files.


  6. Type exit and then press ENTER to restart Windows.


  7. Add the Symantec Fax Starter Edition component 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 section, "Ensure that Symantec Fax Starter Edition Printer Driver is not damaged."


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

Add a mail account. This does not need 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 and Outgoing mail boxes, and then click Next.


  6. Click Next on all the remaining dialog windows, and click Finish on the Congratulations dialog window.



REFERENCES

For more information on using SFSE, please see the following articles in the Microsoft Knowledge Base:

Q197542 OL2000: (IMO) ErrMsg: "Unable to Print the Attachment" in Fax
Q195496 OL2000: (IMO) Fax Messages Sent Using Wrong Account

Q195577 OL2000: (IMO) WinFax Pro Update Utility Available

Additional query words: missing how 


Keywords          : kbenv kbdta GnlAddin 
Version           : WINDOWS:2000
Platform          : WINDOWS 
Issue type        : kbhowto

Last Reviewed: June 21, 1999