Article ID: 321639 - View products that this article applies to.
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Summary

This article describes procedures that you can use to troubleshoot common fax problems in Microsoft Windows XP.

How to Troubleshoot Common Fax Problems in Windows XP

To troubleshoot common problems that may occur when you use a fax modem or an all-in-one printer/scanner/copier/fax device to send or to receive faxes in Windows XP, follow these steps, in the order in which they are presented.

Step 1: Check the Windows Hardware Compatibility List (HCL)

The Windows Hardware Compatibility List (HCL) lists the hardware devices that are supported by Windows. Verify that the fax modem or all-in-one printer/scanner/copier/fax machine is listed on the HCL, and that it is supported by Windows XP. To do this, visit the following Microsoft Web site:
http://www.microsoft.com/whdc/hcl/default.mspx
If the device is listed on the HCL, proceed to the "Step 2: Verify that the Latest Drivers Are Installed for the Fax Device" section of this article.

If the device is not listed on the HCL, please contact the manufacturer of the device to get more help.

For additional information about the HCL, click the article number below to view the article in the Microsoft Knowledge Base:
314062 Latest Windows XP Hardware Compatibility List (HCL)
315239 Microsoft Support Policy for Hardware That Does Not Appear on the Windows HCL

Step 2: Verify That the Latest Drivers Are Installed for the Fax Device

Make sure that the latest Windows XP drivers are installed for the fax modem or all-in-one printer/scanner/copier/fax machine. Contact your computer manufacturer or the manufacturer of the device to inquire about how to obtain, download, and then install the latest drivers for the device. For information about how to contact your computer or hardware manufacturer, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:
65416 Hardware and Software Third-Party Vendor Contact List, A-K

60781 Hardware and Software Third-Party Vendor Contact List, L-P

60782 Hardware and Software Third-Party Vendor Contact List, Q-Z
Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

Step 3: Use Device Manager

To verify that the fax device is listed and that it works properly, view it in Device Manager. For additional information about how to use Device Manager, click the article number below to view the article in the Microsoft Knowledge Base:
283658 HOW TO: Manage Devices in Windows XP
If you use a fax modem, query the modem to verify that Windows can communicate with it. To do so, follow these steps.

NOTE: This step applies to fax modems only. If you use an all-in-one printer/scanner/copier/fax machine, proceed to the "Step 4: Send a Test Fax" section of this article.
  1. Click Start, right-click My Computer, and then click Manage.
  2. Expand Device Manager. In the right pane, expand Modems.
  3. Right-click the modem that you want, and then click Properties.
  4. Click the Diagnostics tab, and then click Query Modem.

    The following message is displayed in a Please Wait dialog box, and Windows tries to communicate with the modem:
    Communicating with Modem. This may take several seconds.
    Windows sends AT commands to the modem, and returns information about how the modem responds to each command in the Command and Response columns of the Modem Information box of the Diagnostics tab.

  5. Do one of the following, as appropriate to your situation:
    • If the modem diagnostics indicate that the modem responds correctly, proceed to the "Step 4: Send a Test Fax" section of this article.

      -or-
    • If the modem diagnostics indicate that the modem does not receive commands or that it does not respond correctly, investigate possible configuration problems, connection problems, or modem failure. To additionally troubleshoot this issue, and to resolve this issue, do any of the following:
      • Use the Modem Troubleshooter in Windows XP Help and Support.For additional information about how to use the Modem Troubleshooter, click the article number below to view the article in the Microsoft Knowledge Base:
        308022 Resources for Troubleshooting Modem Problems in Windows XP
      • See the modem documentation or contact the modem manufacturer.

Step 4: Send a Test Fax

After you verify that the fax device is installed and working correctly, compose a new fax, and then test to see whether you can send the fax. For additional information about how to send a fax by using Microsoft Fax in Windows XP, click the article numbers below to view the articles in the Microsoft Knowledge Base:
306550 HOW TO: Enable and Configure the Fax Service in Windows XP
306657 HOW TO: Send a Fax in Windows XP
306661 HOW TO: Fax a Document from a Windows Program in Windows XP
306663 HOW TO: Fax a Scanned Document or Image in Windows XP

How to Use the Microsoft Product Support Services Web Site to Find a Solution

If you cannot resolve the problem by following the steps in this article or by viewing the Knowledge Base articles in the References section of this article, you can use the Microsoft Product Support Services Web site to find a solution to your problem. Some of the services that the Microsoft Product Support Services Web site provides include:
  • Searchable Knowledge Base - Search technical support information and self-help tools for Microsoft products.
  • Frequently Asked Questions - View product-specific frequently asked questions and support highlights.
  • Software and Updates - Find software and updates on the Download Center.
  • Other Support Options - Ask a support question using the Web, or call Microsoft Product Support Services.

References

For additional information about how to troubleshoot fax issues in Windows XP, click the article numbers below to view the articles in the Microsoft Knowledge Base:
318575 Dialing Rules May Not Be Applied to Tools Such as Fax
304833 No Sound When You Try to Use the Voice Features of NEC Internal Data/Fax/Voice Modem
311794 The Windows XP-Based Fax Service Does Not Transfer Incoming Faxes to Your Inbox in Outlook 2000 or Outlook 2002
317365 An Error Message Occurs When You Click Cut or Copy in the Fax Cover Page Editor

Properties

Article ID: 321639 - Last Review: November 15, 2012 - Revision: 3.0
Applies to
  • Microsoft Windows XP Home Edition
  • Microsoft Windows XP Professional
Keywords: 
kbhowto kbhowtomaster KB321639

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