Modem does not hang up.

Charles Mandeville [Symantec]

unread,

Sep 23, 1998, 3:00:00 AM9/23/98

to

Alun,

Please refer to the following document
http://service1.symantec.com/SUPPORT//docid/1997313165428 in our Knowledge
Base. The information there should help you with this issue.

Regards,

Charles Mandeville
Senior Product Support Analyst - On-Line Services
Symantec Corporation
Symantec Mobile Update
WinFax PRO 8.x/9.0 NT Support

Alun Jones wrote in message <980823170128.8558583099@servicenews>...
Configuration Information:
Operating system: Windows NT 4.0

I've been using Winfax Pro 8.03 for some time now, and the only
persistent problem that I can't live with is that every now and
again, someone will call in, not leave a message, and WinFax
considers the call over, while the modem appears to still consider
itself connected. The major sign of this is that the phone attached
to the modem has no dial-tone when I pick it up. Also, since I've
set it up as a speaker-phone, the speaker clicks every time I pick up
or set down the handset.

The modem is a Hayes Accura 56K Internal Speakerphone (with fax
capabilities, but I guess they thought the name was already too
long). How can I determine if this is a problem with the modem or
with Winfax? Are there any settings I should try to alter to help
with this problem?

Alun.
~~~~

Charles Mandeville [Symantec]

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Sep 24, 1998, 3:00:00 AM9/24/98

to

Alun.

Sorry about that, this link should read
http://service1.symantec.com/SUPPORT/faxprod.nsf/docid/1997313165428
instead of http://service1.symantec.com/SUPPORT//docid/1997313165428 the
faxprod.nsf part of the link was accidentally left out.

Regards,

Charles Mandeville
Senior Product Support Analyst - On-Line Services
Symantec Corporation

WinFax PRO 8.x/9.0 NT Support

Symantec Mobile Update

Alun Jones wrote in message <980824011842.8831400731@servicenews>...
On Wed, 23 Sep 1998 15:22:56 -0400, Charles Mandeville [Symantec]
wrote:

> Please refer to the following document
> http://service1.symantec.com/SUPPORT//docid/1997313165428 in our Knowledge
> Base. The information there should help you with this issue.

Even removing the double slash, that link still gives me a 404. Care
to try again?

Alun.
~~~~

Charles Mandeville [Symantec]

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Sep 24, 1998, 3:00:00 AM9/24/98

to

Alun,

The .VMU files are script files used by Talkworks. For more information on
these you can check with the appropriate Talkworks newsgroup.

Try using Delfix.exe to rebuild the logs and uninstalling the modem and
reinstall the modem through the Modems applet in the Control Panel.

Regards,

Charles Mandeville
Senior Product Support Analyst - On-Line Services
Symantec Corporation
WinFax PRO 8.x/9.0 NT Support
Symantec Mobile Update

Alun Jones wrote in message <980824212459.4958608213@servicenews>...

On 24 Sep 1998 01:18:42 GMT, Alun Jones wrote:
> On Wed, 23 Sep 1998 15:22:56 -0400, Charles Mandeville [Symantec]
> wrote:
> > Please refer to the following document
> > http://service1.symantec.com/SUPPORT//docid/1997313165428 in our
Knowledge
> > Base. The information there should help you with this issue.

<sniP>

Alun Jones

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Sep 25, 1998, 3:00:00 AM9/25/98

to

On Thu, 24 Sep 1998 17:27:09 -0400, Charles Mandeville [Symantec]
wrote:

> http://service1.symantec.com/SUPPORT/faxprod.nsf/docid/1997313165428
> instead of http://service1.symantec.com/SUPPORT//docid/1997313165428 the
> faxprod.nsf part of the link was accidentally left out.

Just spiffy.

When I tried to install just Talkworks on its own, I got told I had
to install Winfax as well - it wouldn't let me do just one. So,
assuming that a fresh copy of Talkworks was necessary, I accepted to
install both. My log now shows every incompleted call as a Fax call,
and Help|About claims I'm running version 8.0. So I try to update
back to 8.03, since I figure I've had the benefit of various of the
fixes provided. No dice. Neither patch will install - they each
claim I'm not running the appropriate version of Winfax.

Any ideas on how I can fix this up to be an 8.03 version?

Alun.
~~~~

Alun Jones

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Sep 28, 1998, 3:00:00 AM9/28/98

to

On 25 Sep 1998 00:21:05 GMT, Alun Jones wrote:
[Bunch of description of how applying the documented fix leaves my
Winfax in an indeterminate state as far as its version, and still
doesn't fix the problem]

More details on the original problem, which is still with me...

I've actually been at the machine now when a connection killed the
modem (always requiring a reboot, since internal modems have no
"reset" switch).

It seems that the person calling hangs up, and the phone system then
thinks that the modem has picked up the phone and is waiting for an
outgoing line, since I hear the dial-tone, then a ringing tone (no
push-button tones in between), and finally the charming lady at
Southwestern Bell who always advises me "If you'd like to make a
call, please hang up and try again. If you need help, hang up and
then dial your operator." Then silence, and the "incoming call"
dialog is still up. [See previous notes for more details on this
problem.]

Is this a problem with the modem, or is Winfax having trouble with
interrupted ring-in? I can't reproduce the problem myself, but the
closest I can get is to call the fax machine and hang up just as soon
as I hear the ring - then when Winfax picks up, I hear the dial tone,
and the ringing noise, but no helpful SWB lady. Maybe a
long-distance call is required to set it off.

Since the problem seems to be related to hanging up after the first
"RING" is notified to Winfax, there's no way to callerID the people
calling in.

Once we can sort out this problem, I'll be able to get onto my other
problems - occasional corruption of the callerID string; CNG tones
recorded as voice messages (in the same setup where faxes are
successfully received); and my parents (and a couple of others) not
being able to send me faxes most of the time, and when they can, it's
negotiated down to 2400 baud. (We can both send and receive
successfully at 14400 around the globe)

Alun.
~~~~