We are running a Dell 1500c server with a SBS 2003
premium installation. For faxing we have a USR Courier V
Everything using the same line for sending & receiving.

The problem we have is that every couple of days an
incoming fax will "freeze" stating "in progress" and it
will just sit in the incoming box. You cannot cancel it
or fax out. The only way to clear it is to reboot the
server. The modem is new. Anyone have any ideas?

Regards

Paul

Dear Paul,

Thank you for posting here.

From the description, I understand that the incoming fax frequently stick in the incoming queue. The problem
could be caused by the hardware/line compatibility or corrupted FAX components. In order to narrow down the
problem, please help to gather the following information:

1. When the problem occurs, is the phone line still busy? You may make a call to the FAX number or check the
status lights on the modem (If this is an external modem).

2. I've search the Internet. It seems that the modem is an old product which is not listed in Windows server 2003
Catalog. The problem could be caused by the hardware compatibility. Here, I would like to suggest you contact
USR and upgrade the latest firmware on the modem. Please refer to the following link:
http://www.usr.com/support/product-t....asp?prod=2806

Also, may I suggest you use a new type of modem device on the SBS server?

3. Open Event viewer, do you see any FAX related error or warnings in Application / System log? If so, what's the
detailed information?

I appreciate you taking time to gather the information. I look forward to your reply!

This response contains a reference to a Third party World Wide Web site. You should know that Third party
sites are not under the control of Microsoft. Accordingly, Microsoft can make no representation concerning the
content of these sites. Microsoft is providing this information only as a convenience to you. This is to inform you
that Microsoft has not tested any software or information found on these sites and therefore cannot make any
representations regarding the quality, safety, or suitability of any software or information found there. There are
inherent dangers in the use of any software found on the Internet, and Microsoft cautions you to make sure that
you completely understand the risk before retrieving any software on the Internet.

Sincerely,

George Fei

MCSE
Microsoft Partner Online Support

Get Secure! - www.microsoft.com/security
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Thanks for the reply George.

Here is the information:



It appears that the phone line is NOT busy when this
occurs. When there is a stuck incoming fax, we switch the
external fax machine over to auto receive and faxes are
received.




the
concerning the
inform you
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Thanks George for your reply. Sorry my first reply went a
bit wrong!

When the incoming fax sticks, the line is not engaged. We
know this because we switch the external fax (which we
use for manual faxing on the same line) to auto receive
and faxes start being received ok by the external fax
machine.

I have checked the USR site for updated firmware, and i
will contact their tech support to see if there is any
firmware update that will help. We chose this modem
because it appears other people are having no problem
with it on SBS 2003.

We did use to use an old USR Sportster fax modem, but we
had a similar problem. Would a "modern" modem be any
better? I am not sure which to choose.

Strangely enough, there is no error in any of the app or
system logs.

regards

Paul
the
concerning the
inform you
make any
There are

Hi Paul,

Thank you for the reply!

Based on my experience, the problem could be caused by the external FAX Machine. When we configure the
SBS server to automatically receive incoming FAX, the modem will pick up the line after several rings (this
depends on the settings in SBS FAX properties). However, sometimes, the external FAX machine could pick up
the line before the SBS modem can do this and then the problem could occur.

Here, I suggest you disconnect the FAX machine and connect the SBS server to the phone line to see if the
problem will occur again. Please try this in your environment. If the problem still occurs, please do let me know.

Have a nice day!

Sincerely,

George Fei

MCSE
Microsoft Partner Online Support

Get Secure! - www.microsoft.com/security
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Hello George, thanks for getting back.

Our external fax is set to manual so it doesn't actually
atemp to pick up the incoming call, but i think it could
be happening when the server is receiving a fax and
someone attempts to send a manual fax from the external
fax machine. We are going to disconnect as you suggest
and see what happens.

Regards,......Paul
me know.

Hi Paul,

Thank you for the reply.
Please do the test at your convenience. I'll be standing by for your further updates.

Enjoy your weekend!

Sincerely,

George Fei

MCSE
Microsoft Partner Online Support

Get Secure! - www.microsoft.com/security
================================================== ==
When responding to posts, please "Reply to Group" via your newsreader

so that others may learn and benefit from your issue.
================================================== ==
This posting is provided "AS IS" with no warranties, and confers no rights.