Quick Link II Fax  (250-3027B)     Troubleshooting     Faxback Doc. # 3246

The subject of telecommunications is filled with many variables and
potential pitfalls.  This Appendix addresses some of the problems you
might encounter with Quick Link II Fax, and how to solve them.

General/Data Comm troubleshooting

YOU CANNOT COMMUNICATE WITH YOUR MODEM OR FAX/MODEM, OR YOU RECEIVE
UNINTELLIGIBLE GARBAGE CHARACTERS IN THE TERMINAL WINDOW.

    The COM port and/or IRQ used by your modem or fax/modem is also being
    used by another serial device installed in your computer.

WHEN YOU TYPE A CHARACTER IN THE TERMINAL WINDOW, IT APPEARS TWICE OR NOT
AT ALL.

    Quick Link II Fax has its Local Echo feature turned on and the modem's
    echo feature is also turned on.  If the system you are calling echoes
    your typed characters, turn off LOCAL ECHO in the TERMINAL OPTIONS
    dialog box.

YOU CANNOT HEAR THE MODEM DIAL OR CONNECT.

    Add M1L3 to the end of your INIT STRING in the MODEM SETUP dialog box.

YOUR MODEM OR FAX/MODEM DISCONNECTS WHILE COMMUNICATING REMOTELY.

    The other side has hung up.

    Your telephone line may have call waiting and a call has come in.  It
    can be disabled in the MODEM SETUP dialog box.  If this does not work,
    contact your local telephone company.

    Someone may be picking up an extension connected to the line your
    modem or fax/modem is using.

    You are using an MNP5 or v.42bis modem and the other modem does not
    support MNP 5 or v.42bis.  Refer to your modem manual and disable
    them.

    Your LINE SETTINGS do not match those of the other communicating
    device.

CHARACTERS ARE DROPPED AT HIGH BAUD RATES (9600R HIGHER).

    Ensure you are using Windows 3.1 and the Windows 3.1 comm driver,
    along with a 16550 UART serial chip.

Faxing troubleshooting

QUICK LINK II FAX IS NOT ABLE TO CONNECT OR RECEIVE FAXES FROM REMOTE FAX
SOURCES.

    Ensure the Fax Manager is loaded and FAX RECEIVING is enabled if in
    Windows; ensure the RECFAX module (TSR) has been loaded into memory if
    in DOS.

    Your fax/modem may not be compatible with the specific brand of fax
    connecting.  Contact the modem manufacturer to determine if there is a
    known problem.

    Some fax machines cannot handle certain Fax ID's.  For example, some
    fax machines require only numbers as the Fax ID, while others require
    only upper case or no spaces.  Your Fax ID can be changed in the
    RECEIVE FAX SETUP dialog box.


QUICK LINK II FAX CONNECTS TO THE REMOTE FAX MACHINE, BUT NONE OF THE
DOCUMENT PAGES ARE SENT OR ARE BLANK.

    If you have scheduled the fax to be sent, you may have deleted the fax
    document before it was sent.

    You may be trying to send a fax from the floppy disk.  This is not
    recommended, since disk access times are longer when files are on the
    floppy drive.  Copy the file to your hard disk and try again.

    You are trying to send a file other than an ASCII text, DOS text, or
    Word Perfect DOS v5.0/5.1 (WordPerfect in DOS only) file format from
    the Fax menu from the Quick Link II Fax main application.  Convert
    your document file into one of these formats or use the FastFax pop-up
    utility/Quick Link II Fax print driver.  Review Chapters 2 and 7 for
    more information.

FAXES ARE BEING SENT AT A LOWER BAUD RATE THAN THE RATED SPEED OF THE
FAX/MODEM OR THE SPECIFIED MAXIMUM BAUD RATE IN THE SEND FAX DIALOG BOX.

    Your fax/modem can't connect at the faster baud rate.  This can be
    caused by poor line quality, speed limitations of the receiving fax
    machine, or a hardware incompatibility.  This is not necessarily
    indicative of any problem with your fax/modem.

WHEN YOU VIEW A RECEIVED FAX, THERE APPEAR TO BE MISSING LINES, GARBAGE,
OR "BAR CODE".

    Your fax/modem may be incompatible with the sending hardware.

    There may have been a bad telephone connection for the call.

    Your fax/modem may be improperly installed or damaged.

THE FAX VIEWER OR FAX MANAGER WILL NOT READ A .QFX OR .REC FILE.

    Re-create the .QFX file from the original graphic or document.

    Export the .REC file to a .PCX and back into a .QFX and try again.

QUICK LINK II FAX SAYS THAT THERE ARE FAXES SCHEDULED TO BE SENT, THOUGH
VIEWING THE SCHEDULE REVEALS NOTHING.

    Delete the file SCHEDULE.QL2 from the Quick Link II Fax install
    directory.  This file contains the schedule information and is likely
    written to the disk incorrectly.  It will be re-created the next time
    you schedule a fax.

WHEN LOADING THE FAX MANAGER FROM THE PROGRAM MANAGER, LOADING RECFAX, OR
SENDING QUICK LINK II FAX COMMANDS TO YOUR FAX/MODEM, THERE IS AN ERROR TO
THE EFFECT THAT THE FAX/MODEM CANNOT BE FOUND, OR INITIALIZED, OR OPENED.

    Quick Link II fax is assuming you have the wrong class Fax Manager.
    Use the HARDWARE button under MODEM SETUP to switch classes in the
    Windows version - delete the file QLSETUP.DAT for the DOS version.

    You have the wrong COM port or IRQ set for your Fax modem.

(br/all-10/11/94)