Fax modem problem

Dblaze · 16 Mar 2011 at 11:32

I am having problems with my external modem:

With one customer I can’t send faxes to them or receive faxes from them.

With another customer I can fax them but can not receive faxes from them.

My modem seems to be working correctly because I don’t have problems with others customers or suppliers but the two customers I’m having problems with are adamant the problem is not caused by them.

I don’t know what to do at this stage new modem?

My modem is:
http://htfelectronic.en.made-in-chi...kb/China-56k-External-Fax-Modem-HT-EU09-.html

Thanks in advance for any help

PistolPete · 16 Mar 2011 at 13:26

What fax software is being used and is there any diags available from that to say if the modem is working correctly?

Dblaze · 16 Mar 2011 at 13:53

I use windows XP fax service & I have queried the modem in device manager everything seems ok.

Skidilliplop · 16 Mar 2011 at 13:56

Is this modem connected to a BT line or a PBX system?

Though on the face of it if you can fax everyone bar those two customers then it's usually they've ballsed it up at their end. Wrong number, no 9 prefix or something. Or sometimes the fax machine is off/unplugged.

Dblaze · 16 Mar 2011 at 13:59

BT line, I can only believe them when they say we are the supplier they have problems with.

Skidilliplop · 16 Mar 2011 at 14:18

Well first place to start is plug a phone into the line or use hyperterminal with the volume up and ring the number and see if a fax answers. That will confirm basic connectivity and rule out line issues (which are doubtful anyway)

Dblaze · 16 Mar 2011 at 14:30

Skidilliplop said:
Well first place to start is plug a phone into the line or use hyperterminal with the volume up and ring the number and see if a fax answers. That will confirm basic connectivity and rule out line issues (which are doubtful anyway)

Ok I have plug a phone in the fax dialled the fax line in question & get a fax answering.

Skidilliplop · 16 Mar 2011 at 14:34

Ok so we know the line works at both ends. We know your modem works because it can fax to everyone else. Do you have another fax machine you could connect to it to send a fax? Preferably not software driven.

Dblaze · 16 Mar 2011 at 14:55

Skidilliplop said:
Ok so we know the line works at both ends. We know your modem works because it can fax to everyone else. Do you have another fax machine you could connect to it to send a fax? Preferably not software driven.

Hi I just sent a fax to them using our old fax machine they received it no problem at all.

Skidilliplop · 16 Mar 2011 at 15:15

Then the issue lies with your modem/fax driver most likely. It's possible they have an older fax machine that can't handle super G3 speeds or whatever and your fax driver isn't negotiating transmission speed with it. I'm not sure how you'd get around this unless you can manually adjust the modem sync down and test it that way.