Smith Micro Forum FAQ:
Frequently Asked Questions List for QuickLink II Fax for Windows

FORMAT:

Topic: QUESTION OR SUBJECT.

ADDITIONAL QUESTIONS WITH THE SAME RESOLUTION

Solution: ANSWER

ADDITIONAL ANSWERS OR ALTERNATIVES

Topic: After it prompts me for setting the default printer, it locks up and doesn’t create any icons.

Solution: This happens on some machines. There’s no consistency to pin point the exact problem. However, the software has been installed. The following icons just need to be created:
QL2FAXW.EXE for QuickLink II Fax icon
FMLAUNCH.EXE for Fax Manager icon.
QLFVIEW.EXE for the View Fax icon.

Topic: After I’ve installed the program, the icons don’t look right.

During installation, it says I don’t have access privileges.

Solution: Make sure they aren’t running Vsafe or any other virus program at the time. If you are running Windows on a network drive, make sure you have access privileges since we update the WIN.INI file and write to the Windows\System directory.

Installing QuickLink to a network drive may cause this.

Topic: How do I get my dBASE phone list into the QuickLink II Fax S/R phone list?

Solution: There is an import utility in the IBM Library called PLIMPORT.EXE. When executed, it extracts two files: IMPORT.EXE and a README file. IMPORT.EXE allows you to import a comma (,) delimited text file into the Quick Link II Fax S/R phone lists. The README file shows how this is done.

Topic: How do I uninstall QuickLink II Fax?

Solution: The instructions should be in the appendix of the manual. Remove the QuickLink directory. Remove the QuickLink print driver from the Control Panel. Remove the QuickLink II Fax section of the WIN.INI file and remove the QLFXDRVR.EXE file from the Windows\System subdirectory.

Data Transmission Issues:

Topic: During a data connection, there are certain functions

I need that my keyboard doesn't seem to support.

Solution: These functions may not be directly supported on an IBM keyboard. In the Appendix of the manual, there's a list of the supported keystrokes on an IBM keyboard. For those others which are not supported, you will need to find the ASCII decimal code equivalent for these keystrokes and assign a macro to it. For example: a system may require the following escape code sequence to perform a search: ESC O P (that's an Escape, a capital O and a capital P). The ASCII decimal code equivalent for this (according to the ASCII Character Table) would be: \027\079\080. The backslash indicates a decimal equivalent, the 027 is an ESC, 079 is an O and 080 is a P. Assign this to F1 in the Macro Key Setup and each time you hit F1, it will perform the desired function.

Topic: The font size in my terminal screen is too large.

How do I change the size of the terminal font?

Solution: The terminal font is controlled by whatever system font is being used at the time. This is usually dictated by the video driver. Generally, in Windows Setup, there's a listing for a driver with Large Fonts and one with Small Fonts. Make sure to use Small Fonts so that the terminal font size isn't too big. You might also check to see if there's an updated video driver you can try out. That sometimes resolves issues with the video display.

Topic: When I make a (high speed) connection, I get garbage on my screen.

Solution: Go into Terminal Options under the Setup menu and toggle Autobaud.

Make sure the correct line settings are being used.

Topic: I cannot upload/download a file.

I get a Time out error when I download files

When I try to send/receive files, I get the message holding for start.

Solution: HOW TO SEND AND RECEIVE A FILE WITH QUICKLINK

You'll first need to dial the number you want to transfer the file to/from whether that's a BBS or another computer. Once that's made, you're ready.

To upload a file from your computer to another...
Pull down the File menu, select Send File, then select the same protocol that the other end is using.
Select the file or files that you want to send and hit OK.
The other end will then need to initiate the receiving of the file with whatever software they're using.

To upload a file from your computer to a BBS...
Go through the process of sending a file on the BBS which varies from one to another. But at some point, you'll be selecting a protocol to use, then it will say it's ready.
Follow steps 1 and 2 above to complete the sending of the file.

To download a file from another computer to yours...
Pull down the File menu, select Receive File, then select the same protocol that the other end is using.
Select a directory for the file(s) to go into and a file name if using Xmodem protocol, then hit OK.
The other end will then need to initiate the sending of the file with whatever software they're using.

To download a file from a BBS to your computer...
Go through the process of receiving a file on the BBS which varies from one to another. But at some point, you'll be selecting a protocol to use, then it will say it's ready.
Follow steps 6 and 7 above to complete the receiving of the file.

Send Fax Issues:

Topic: When I send a fax the cover page is clear but the rest is garbage or blank.

I get a conversion error when sending a fax (from the main application).

How do I send a fax out of my word processor?

Solution: For QuickLink II Fax S/R for Windows:

To fax a document through a Windows Application, create/load the document you want to fax from the originating Windows application. Under the File menu, select Printer Setup, and choose the QuickLink on fax/modem driver. After the fax printer is selected, select Print from the File menu, and follow the prompts on the screen for the fax number, name, etc.

Topic: Disable call waiting.

Solution: Each geographical region, phone company, state and country use different codes to disable call waiting. The most common are "*70," and "#70,". To disable call waiting in QuickLink II Fax S/R for outgoing calls, we must add the correct code to the default setup. From within Modem Setup, under the Setup menu, select "Options" and disable call waiting.

Topic: The document is being faxed at the wrong resolution

I have normal resolution selected but the document is faxed at high resolution (or vice versa)

Solution: If faxing from the QuickLink application, either through the Fax menu or Send Fax button the resolution is controlled in Send Fax Setup. If faxing from a Windows application like Microsoft Word, then the resolution is controlled in the print options for the QuickLink MessageCenter print driver. When you select the print driver, click Options or ‰ Setup.

Topic: When I try to send a fax from my word processor, it gives me an error...

I get a divide by 0 error when faxing from my application

Solution: This could be caused by the use of a non-standard Windows video driver displaying more than 256 colors at a time. These drivers use modified versions of the basic windows bitmap scaling code to support the added color. If this is not modified properly, this error can occur. Switch to the standard VGA Windows driver and if that works, then you need to contact the manufacturer of your video card and get an updated video driver.

Topic: When I try to send a fax, it doesn't dial

When I go to send a fax, nothing happens and it gets put in the fax scheduler

Solution: Make sure you can initialize the modem. If it can't be initialized, then we'll put the fax in the scheduler until the modem can be used. If the modem itself can be initialized for data, then make sure the software is set to the proper fax class that the modem supports. This is located in Setup menu/Modem Setup/Hardware.

If the modem CD light is on (use the ModemMonitor for internal modems), we think the modem's busy and will place the fax in the schedule until it's done. Try sending an AT&C1 to the modem. If that doesn't turn it off, check for hardware conflicts or it could be a cable issue if modem is external.

If CD light is off and the fax is still being left in the scheduler, delete the schedule file (SCHEDULE.QL2) and retry.

Topic: I get errors (end of page; transmission; no connect; etc.) when sending faxes.

Solution: Delete the SMSSETUP.DAT file, reset the modem(maybe by rebooting) and restart QuickLink. Change fax class if possible. Lower the Max fax baud rate. Toggle RTS/CTS flow control. Dedicate CPU. Check for any COM port/IRQ conflicts. Reinstall QuickLink.

Receive Fax Issues:

Topic: I get errors (end of page; transmission; no connect; etc.) when receiving faxes.

Solution: Take the same steps as above for send fax errors. May also want to set Answer Mode to Fax Only(located in Modem Setup).

Topic: My fax/modem doesn’t answer the call when it rings.

Solution: Make sure Fax Receiving is Enabled and the Fax Manager says "Waiting for call...". If in QuickLink at the time a call comes in, make sure the word RING appears on the Terminal Window. If RING doesn’t appear, we don’t know there’s a call. Check for hardware conflicts or a bad cable (if external).

Make sure the Rings to Answer is set to a reasonable number.

Topic: Auto Detect when modem is answering calls.

My modem answers all of my incoming calls.

Solution: The sequence of events upon the modem answering the phone when configured for Auto Detect is:

Modem reports RING on an incoming call.
QuickLink II Fax S/R issues an ATA command which causes the modem to answer.
Modem generates an answer sequence (data mode).
Modem does not receive response from remote (goto #6)
Modem receives a response to the answer sequence and assumes a connection for terminal mode application. (goto #10)
Modem generates CNG tones for FAX connection.(FAX mode)(goto #9)
Modem receives no response to CNG tones.
Software generates message VOICE CALL on screen.
CNG tones receive a response and attempt for FAX connection proceeds. Modem reports FAX to software.
Either a fax or data call has been received. The call is completed and disconnect proceeds. Modem reports NO CARRIER.

If the modem is allowed to answer the phone, it *WILL* generate tones. If you intend to use the modem/software for only FAX reception, it's best to setup QuickLink II Fax S/R to answer after the 5th ring (this option is selected in the Modem Setup). If a call comes in, the modem will remain inactive until the 5th ring is detected. In the mean time, this allows you to answer the phone, or have the answering machine pickup on the first ring. If nothing is heard, or the call is voice indicating the need to send a FAX, then a manual receive can be issued by highlighting the Fax Manager and pressing the "CTRL M" or "CTRL F" keys.

The other alternative would be to purchase a voice\fax switch. A voice\fax switch would be able to determine the type of call and if the call is a voice call then it would be passed to your answer machine, while if it is a fax the call it will be transferred to the fax modem.

Viewing and Printing Issues:

Topic: When I try to view/print a received fax it says I can only view REC and QFX files.

Solution: The fax file may have been corrupted or the transmission was bad even though it got to end of pages where the receive status was OK. Check the size of the file and make sure it has several kilobytes of information. Have the sender resend the fax. If it continues to be corrupted, try receiving from other locations to see if it’s a general problem or specific. If it’s a general problem, look for possible memory or hardware conflicts.

You may also want to run a CHKDSK/F or SCANDISK to check for corruption on the hard drive.

Topic: When I go to print my received faxes, my printer feeds a blank sheet.

I cannot print a received fax.

Solution: If you're using an HP printer (laserjet or deskjet), you'll need to download the file QLFPRN.EXE from our BBS or QLFPRN.ZIP from our Compuserve Forum.

Convert the COMPUSRV.SRP file to a fax file and print that. If that prints, it could be you don’t have enough memory on your printer for the size fax you received (typical with HP personal printers like the HPIIP).

Make sure you have the correct printer driver selected for your printer. If so, and the problem persists, try selecting a different driver that is compatible with your printer, and then print the fax.

Change the print quality. Check printer cable.

Note: If you're unable to initialize the modem through QuickLink, try accessing the modem from Windows Terminal. If you're unable to initialize the modem through Windows Terminal, then there's a hardware conflict. Contact your modem manufacturer for assistance.

Below is a list of descriptions for the typical error codes you will may see in the QuickLink II Fax S/R send and receive logs.

Error Codes:

100 - 199 Modem Errors

200 - 299 File Errors

300 - 399 Send Fax Errors

400 - 499 Receive Fax Errors

500 - 599 Miscellaneous Errors

Modem Errors:

Error: 101 Unable to open COM port.

Error: 102 Unable to detect modem.

Error: 103 Modem not a fax modem.

File Errors:

Error: 201 Unable to create necessary file.

Error: 202 Out of disk space.

Error: 203 Error reading file.

Error: 204 Error writing file.

Error: 205 Unable to close file.

Error: 206 Unable to access file.

Error: 207 Unable to open fax file.

Error: 208 Unable to open exchange file.

Error: 209 Unable to open setup file.

Error: 210 Unable to create/send cover page.

Error: 211 Unable to create/send headers.

Error: 212 Unable to open file.

Error: 213 Error reading exchange file.

Send Fax Errors:

Error: 301 No dial tone detected from modem.

Error: 302 Number dialed was not a fax machine.

Error: 303 Number dialed was busy.

Error: 304 No carrier detected after dial.

Error: 305 Error occurred during fax training.

Error: 306 No CONNECT message from remote.

Error: 307 No End O Page acknowledgment received.

Error: 308 No phase D page response received.

Error: 309 Unknown phase D error.

Error: 310 No End Of Page response received.

Error: 399 Unknown send error.

Receive Fax Errors:

Error: 401 Remote fax failed to train.

Error: 402 Remote fax failed to train.

Error: 403 Error during End Of Fax handshake.

Error: 404 Error occurred during End Of Page.

Error: 405 Unknown phase D error.

Error: 406 Receive no acknowledgment during E O P.

Error: 407 Time-out on end of reception.

Error: 408 Not end of transmission ack. received.

Error: 499 Unknown fax receiving error.

Miscellaneous Errors:

Error: 501 Unable to allocate memory.

Error: 502 The selected document contains 0 pages.

Topic:	QUESTION OR SUBJECT.
	ADDITIONAL QUESTIONS WITH THE SAME RESOLUTION

Solution:	ANSWER
	ADDITIONAL ANSWERS OR ALTERNATIVES

Topic:	After it prompts me for setting the default printer, it locks up and doesn’t create any icons.


Solution:	This happens on some machines. There’s no consistency to pin point the exact problem. However, the software has been installed. The following icons just need to be created: QL2FAXW.EXE for QuickLink II Fax icon FMLAUNCH.EXE for Fax Manager icon. QLFVIEW.EXE for the View Fax icon.

Topic:	After I’ve installed the program, the icons don’t look right.
	During installation, it says I don’t have access privileges.


Solution:	Make sure they aren’t running Vsafe or any other virus program at the time. If you are running Windows on a network drive, make sure you have access privileges since we update the WIN.INI file and write to the Windows\System directory.
	Installing QuickLink to a network drive may cause this.

Topic:	How do I get my dBASE phone list into the QuickLink II Fax S/R phone list?


Solution:	There is an import utility in the IBM Library called PLIMPORT.EXE. When executed, it extracts two files: IMPORT.EXE and a README file. IMPORT.EXE allows you to import a comma (,) delimited text file into the Quick Link II Fax S/R phone lists. The README file shows how this is done.

Topic:	How do I uninstall QuickLink II Fax?


Solution:	The instructions should be in the appendix of the manual. Remove the QuickLink directory. Remove the QuickLink print driver from the Control Panel. Remove the QuickLink II Fax section of the WIN.INI file and remove the QLFXDRVR.EXE file from the Windows\System subdirectory.

Topic:	During a data connection, there are certain functions
	I need that my keyboard doesn't seem to support.


Solution:	These functions may not be directly supported on an IBM keyboard. In the Appendix of the manual, there's a list of the supported keystrokes on an IBM keyboard. For those others which are not supported, you will need to find the ASCII decimal code equivalent for these keystrokes and assign a macro to it. For example: a system may require the following escape code sequence to perform a search: ESC O P (that's an Escape, a capital O and a capital P). The ASCII decimal code equivalent for this (according to the ASCII Character Table) would be: \027\079\080. The backslash indicates a decimal equivalent, the 027 is an ESC, 079 is an O and 080 is a P. Assign this to F1 in the Macro Key Setup and each time you hit F1, it will perform the desired function.

Topic:	The font size in my terminal screen is too large.
	How do I change the size of the terminal font?


Solution:	The terminal font is controlled by whatever system font is being used at the time. This is usually dictated by the video driver. Generally, in Windows Setup, there's a listing for a driver with Large Fonts and one with Small Fonts. Make sure to use Small Fonts so that the terminal font size isn't too big. You might also check to see if there's an updated video driver you can try out. That sometimes resolves issues with the video display.

Topic:	When I make a (high speed) connection, I get garbage on my screen.


Solution:	Go into Terminal Options under the Setup menu and toggle Autobaud.
	Make sure the correct line settings are being used.

Topic:	I cannot upload/download a file.
	I get a Time out error when I download files
	When I try to send/receive files, I get the message holding for start.


Solution:	HOW TO SEND AND RECEIVE A FILE WITH QUICKLINK
	You'll first need to dial the number you want to transfer the file to/from whether that's a BBS or another computer. Once that's made, you're ready. To upload a file from your computer to another... Pull down the File menu, select Send File, then select the same protocol that the other end is using. Select the file or files that you want to send and hit OK. The other end will then need to initiate the receiving of the file with whatever software they're using. To upload a file from your computer to a BBS... Go through the process of sending a file on the BBS which varies from one to another. But at some point, you'll be selecting a protocol to use, then it will say it's ready. Follow steps 1 and 2 above to complete the sending of the file. To download a file from another computer to yours... Pull down the File menu, select Receive File, then select the same protocol that the other end is using. Select a directory for the file(s) to go into and a file name if using Xmodem protocol, then hit OK. The other end will then need to initiate the sending of the file with whatever software they're using. To download a file from a BBS to your computer... Go through the process of receiving a file on the BBS which varies from one to another. But at some point, you'll be selecting a protocol to use, then it will say it's ready. Follow steps 6 and 7 above to complete the receiving of the file.

Topic:	When I send a fax the cover page is clear but the rest is garbage or blank.
	I get a conversion error when sending a fax (from the main application).
	How do I send a fax out of my word processor?


Solution:	For QuickLink II Fax S/R for Windows:
	To fax a document through a Windows Application, create/load the document you want to fax from the originating Windows application. Under the File menu, select Printer Setup, and choose the QuickLink on fax/modem driver. After the fax printer is selected, select Print from the File menu, and follow the prompts on the screen for the fax number, name, etc.

Topic:	Disable call waiting.


Solution:	Each geographical region, phone company, state and country use different codes to disable call waiting. The most common are "*70," and "#70,". To disable call waiting in QuickLink II Fax S/R for outgoing calls, we must add the correct code to the default setup. From within Modem Setup, under the Setup menu, select "Options" and disable call waiting.

Topic:	The document is being faxed at the wrong resolution
	I have normal resolution selected but the document is faxed at high resolution (or vice versa)


Solution:	If faxing from the QuickLink application, either through the Fax menu or Send Fax button the resolution is controlled in Send Fax Setup. If faxing from a Windows application like Microsoft Word, then the resolution is controlled in the print options for the QuickLink MessageCenter print driver. When you select the print driver, click Options or ‰ Setup.

Topic:	When I try to send a fax from my word processor, it gives me an error...
	I get a divide by 0 error when faxing from my application


Solution:	This could be caused by the use of a non-standard Windows video driver displaying more than 256 colors at a time. These drivers use modified versions of the basic windows bitmap scaling code to support the added color. If this is not modified properly, this error can occur. Switch to the standard VGA Windows driver and if that works, then you need to contact the manufacturer of your video card and get an updated video driver.

Topic:	When I try to send a fax, it doesn't dial
	When I go to send a fax, nothing happens and it gets put in the fax scheduler


Solution:	Make sure you can initialize the modem. If it can't be initialized, then we'll put the fax in the scheduler until the modem can be used. If the modem itself can be initialized for data, then make sure the software is set to the proper fax class that the modem supports. This is located in Setup menu/Modem Setup/Hardware.
	If the modem CD light is on (use the ModemMonitor for internal modems), we think the modem's busy and will place the fax in the schedule until it's done. Try sending an AT&C1 to the modem. If that doesn't turn it off, check for hardware conflicts or it could be a cable issue if modem is external.
	If CD light is off and the fax is still being left in the scheduler, delete the schedule file (SCHEDULE.QL2) and retry.

Topic:	I get errors (end of page; transmission; no connect; etc.) when sending faxes.


Solution:	Delete the SMSSETUP.DAT file, reset the modem(maybe by rebooting) and restart QuickLink. Change fax class if possible. Lower the Max fax baud rate. Toggle RTS/CTS flow control. Dedicate CPU. Check for any COM port/IRQ conflicts. Reinstall QuickLink.

Topic:	My fax/modem doesn’t answer the call when it rings.


Solution:	Make sure Fax Receiving is Enabled and the Fax Manager says "Waiting for call...". If in QuickLink at the time a call comes in, make sure the word RING appears on the Terminal Window. If RING doesn’t appear, we don’t know there’s a call. Check for hardware conflicts or a bad cable (if external).
	Make sure the Rings to Answer is set to a reasonable number.

Topic:	Auto Detect when modem is answering calls.
	My modem answers all of my incoming calls.


Solution:	The sequence of events upon the modem answering the phone when configured for Auto Detect is: Modem reports RING on an incoming call. QuickLink II Fax S/R issues an ATA command which causes the modem to answer. Modem generates an answer sequence (data mode). Modem does not receive response from remote (goto #6) Modem receives a response to the answer sequence and assumes a connection for terminal mode application. (goto #10) Modem generates CNG tones for FAX connection.(FAX mode)(goto #9) Modem receives no response to CNG tones. Software generates message VOICE CALL on screen. CNG tones receive a response and attempt for FAX connection proceeds. Modem reports FAX to software. Either a fax or data call has been received. The call is completed and disconnect proceeds. Modem reports NO CARRIER. If the modem is allowed to answer the phone, it WILL generate tones. If you intend to use the modem/software for only FAX reception, it's best to setup QuickLink II Fax S/R to answer after the 5th ring (this option is selected in the Modem Setup). If a call comes in, the modem will remain inactive until the 5th ring is detected. In the mean time, this allows you to answer the phone, or have the answering machine pickup on the first ring. If nothing is heard, or the call is voice indicating the need to send a FAX, then a manual receive can be issued by highlighting the Fax Manager and pressing the "CTRL M" or "CTRL F" keys. The other alternative would be to purchase a voice\fax switch. A voice\fax switch would be able to determine the type of call and if the call is a voice call then it would be passed to your answer machine, while if it is a fax the call it will be transferred to the fax modem.

Topic:	When I try to view/print a received fax it says I can only view REC and QFX files.


Solution:	The fax file may have been corrupted or the transmission was bad even though it got to end of pages where the receive status was OK. Check the size of the file and make sure it has several kilobytes of information. Have the sender resend the fax. If it continues to be corrupted, try receiving from other locations to see if it’s a general problem or specific. If it’s a general problem, look for possible memory or hardware conflicts.
	You may also want to run a CHKDSK/F or SCANDISK to check for corruption on the hard drive.

Topic:	When I go to print my received faxes, my printer feeds a blank sheet.
	I cannot print a received fax.


Solution:	If you're using an HP printer (laserjet or deskjet), you'll need to download the file QLFPRN.EXE from our BBS or QLFPRN.ZIP from our Compuserve Forum.
	Convert the COMPUSRV.SRP file to a fax file and print that. If that prints, it could be you don’t have enough memory on your printer for the size fax you received (typical with HP personal printers like the HPIIP).
	Make sure you have the correct printer driver selected for your printer. If so, and the problem persists, try selecting a different driver that is compatible with your printer, and then print the fax.
	Change the print quality. Check printer cable.

Error Codes:
	100 - 199	Modem Errors
	200 - 299	File Errors
	300 - 399	Send Fax Errors
	400 - 499	Receive Fax Errors
	500 - 599	Miscellaneous Errors

Modem Errors:
	Error: 101	Unable to open COM port.
	Error: 102	Unable to detect modem.
	Error: 103	Modem not a fax modem.

File Errors:
	Error: 201	Unable to create necessary file.
	Error: 202	Out of disk space.
	Error: 203	Error reading file.
	Error: 204	Error writing file.
	Error: 205	Unable to close file.
	Error: 206	Unable to access file.
	Error: 207	Unable to open fax file.
	Error: 208	Unable to open exchange file.
	Error: 209	Unable to open setup file.
	Error: 210	Unable to create/send cover page.
	Error: 211	Unable to create/send headers.
	Error: 212	Unable to open file.
	Error: 213	Error reading exchange file.

Send Fax Errors:
	Error: 301	No dial tone detected from modem.
	Error: 302	Number dialed was not a fax machine.
	Error: 303	Number dialed was busy.
	Error: 304	No carrier detected after dial.
	Error: 305	Error occurred during fax training.
	Error: 306	No CONNECT message from remote.
	Error: 307	No End O Page acknowledgment received.
	Error: 308	No phase D page response received.
	Error: 309	Unknown phase D error.
	Error: 310	No End Of Page response received.
	Error: 399	Unknown send error.

Receive Fax Errors:
	Error: 401	Remote fax failed to train.
	Error: 402	Remote fax failed to train.
	Error: 403	Error during End Of Fax handshake.
	Error: 404	Error occurred during End Of Page.
	Error: 405	Unknown phase D error.
	Error: 406	Receive no acknowledgment during E O P.
	Error: 407	Time-out on end of reception.
	Error: 408	Not end of transmission ack. received.
	Error: 499	Unknown fax receiving error.

Miscellaneous Errors:
	Error: 501	Unable to allocate memory.
	Error: 502	The selected document contains 0 pages.