ÉÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ» º º º SatisFAXtion Modem/400: Solutions to Common Problems º º º ÈÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍͼ WINFAX PRO 2.0 LOCKS UP WHEN VIEWING FAILED RECEIVE SatisFAXtion/200, /400, and Classic: When running CASMGR 1.40, WinFax Pro may lock up when you view a failed receive event in the WinFax log. Delrina's fix for this problem is now available on CompuServe and the Delrina BBS in an archive file called CAS.EXE. The archive file contains a program named a README file and the program CASFIX.EXE. The README file instructs you to add the CASFIX command immediately following the CASMGR command in your AUTOEXEC.BAT file. Þß SOLUTIONS TO COMMON PROBLEMS This document discusses the solutions to the most common questions and problems customers have when they contact Intel Customer Support. Þß SETUP REPORTS "FAXMODEM BOARD NOT FOUND" SETUP AND LOCAL BUS VIDEO SYSTEMS At the factory, the SatisFAXtion boards are set to the I/O address 260h. This is the same I/O address used on some systems containing a feature called "Local Bus Video". When installing a brand new SatisFAXtion board in a Local Bus system, SETUP will not find the SatisFAXtion board because of the I/O address conflict. Here's Intel's recommended solution to this problem. 1. Insert the SatisFAXtion board into a different computer (one without Local Bus). 2. Insert the SatisFAXtion diskette 1 into the floppy drive and type A:\SETUP or B:\SETUP depending on which drive the diskette is in. 3. At the "Options" menu, select "Advanced setup" then select "Setup hardware". 4. Highlight "Fax I/O address", press ENTER, then highlight "350 - 35F" and press ENTER again. 5. Press F10 twice to accept the change and return to the "Options" menu. 6. Exit the SETUP program, turn off the computer and remove the SatisFAXtion board. 7. Insert the SatisFAXtion board into the Local Bus system and complete the installation as usual. DELL LOCAL BUS SYSTEMS These Dell computers include Local Bus Video that uses 260h: 433L 450L 466L 433M 450M 466M 433T 450T 466T 433ME 450ME 466ME 433SL 433SM When you install the SatisFAXtion board into a Dell system equipped with Local Bus Video, the system may fail to boot. This happens because of an I/O conflict between the Dell system and the SatisFAXtion board. To work around the problem, follow the instructions under "SETUP and Local Bus Video Systems". GATEWAY 2000 486/33 WITH LOCAL BUS VIDEO The Gateway 2000 486/33 with local bus video appears to use the I/O address 260h. SETUP 1.40 and 1.42 will give the error "SatisFAXtion board not found." To work around the problem, follow the instructions under "SETUP and Local Bus Video Systems". This system reportedly uses a Micronics motherboard. Þß HOW TO CONFIGURE COMMUNICATIONS SOFTWARE MY SOFTWARE DOESN'T LIST THE INTEL SATISFAXTION MODEM/400 If your communications program doesn't list the SatisFAXtion Modem/400 in the setup screen, try selecting one of these equivalent modems: SatisFAXtion Modem/400e, Intel 14.4EX, 9600EX After selecting the modem type, be sure to change to baud rate to 57600. If your program doesn't support baud rates up to 57600, select the fastest baud rate it does support. If your communications program doesn't list the Modem/400 or any of the equivalent modems, select a Hayes compatible configuration. If problems persist, change the "Initialization String" to: AT&F\N0\Q0\J1\V0"H0-J0 WHERE TO FIND SOFTWARE CONFIGURING HELP You can find help for configuring various communications programs on the Intel BBS in the File Downloads area. After selecting "File Downloads" from the BBS main menu, select "Fax & Modem Products", then select "Modems". From the "Modems" menu, select "Miscellaneous/Software Configurations" to view the list of all files currently available. Intel offers these files strictly as a courtesy to Intel customers. For help with troubleshooting your software configuration, contact the software manufacturer/author. You can find many of the same files on Intel's FaxBACK Service (requires a fax machine or fax board to receive information). Order FaxBACK document 4351 for the list of available software configurations. Þß PROTOCOL ERRORS WHEN SENDING/RECEIVING FAXES (PROBLEMS SENDING TO PANASONIC OR SHARP FAX MACHINES) TIPS FOR CORRECTING PROTOCOL ERRORS þ Make sure you're using the latest software for your SatisFAXtion board. If your using DOWNLOAD.400 version 3.10 or earlier and sending to Panasonic or Sharp fax machines, get the latest DOWNLOAD.400. þ Remove other devices from the phone lines used by the faxmodem. Other devices include answering machines, fax machines, and phone line surge suppressors (to name just a few). þ Try a different phone line. þ On the SatisFAXtion Modem/400, adjusting Line Compensation sometimes reduce or eliminate protocol errors. USE THE LATEST SATISFAXTION SOFTWARE Many times, using the latest software for your SatisFAXtion board will reduce or eliminate certain protocol errors. You can order the latest software from Intel's FaxBACK system or download it from Intel's BBS. SatisFAXtion Board DOWNLOAD CASMGR FAX FAXPOP FaxBACK # Modem/400 3.11 1.42 1.40 1.41 0029 LINE COMPENSATION SETTING ON THE MODEM/400 Changing the line compensation setting for the Modem/400 affects send functions only. It has no effect on incoming calls. ADJUSTING THE LINE COMPENSATION SETTING To adjust the Line Compensation setting: 1. Change to the SatisFAXtion software directory (usually C:\FAX) then type SETUP and press ENTER. 2. Select "Advanced Setup". 3. Select "Setup Technical Software". 4. Increase "Line Compensation" by 1 and try again. NOTE: The farther you are from the local phone company's switching station, the more the signal degrades. Increasing Line Compensation boosts the signal to help overcome the degradation. Þß SELECTING AND USING SMART LINE SHARING OPTIONS WHICH SMART LINE SHARING OPTION SHOULD I USE? For a description of the Smart Line Sharing Options, read the SatisFAXtion Installation Guide or order FaxBACK document 4017. VOICE CALLS ON A SHARED PHONE LINE If you use Option 1 (mostly fax), Option 2 (mostly voice), or Option 3 (distinctive ring), your voice phone and faxmodem share the same phone line. Here are a few things to be aware of: þ "Call waiting" will interrupt a data modem or fax transmission. If you have call waiting on the faxmodem phone line, disable it before sending a fax or data modem call and when you expect to receive one. þ Don't pick up an extension phone while the faxmodem is sending or receiving because you may corrupt the transmission. (Picking up the phone plugged into the faxmodem won't corrupt the transmission because the faxmodem disconnects that phone while sending or receiving.) þ You can't use the phone line while the faxmodem is sending or receiving. To use the phone line while the faxmodem is sending or receiving (in an emergency, for example), you'll have to cancel the event before you can dial. Cancel a fax event from your fax software and a modem event from your modem software. IF YOU PICK UP BEFORE THE FAXMODEM & HEAR A FAX TONE If you pick up the phone before the faxmodem picks up and you hear a fax tone (a series of beeps), the call is from an automatic fax machine. This could happen if you pick up before the fourth ring with Option 2, or if you pick up the phone to call out just when a fax call is coming in. From an Extension Phone: 1. Wait five seconds for the faxmodem to pick up (you'll hear a loud fax answering tone). 2. Hang up. The faxmodem will connect to the calling fax machine. From the Down-line Phone: 1. Hang up immediately. Most likely, the faxmodem will be able to recover the call. However, if the call is lost, wait for the calling fax device to retry the call. IF YOU PICK UP BEFORE THE FAXMODEM & HEAR SILENCE Extension phones ring until the faxmodem picks up. If you pick up a ringing extension phone before the fax modem picks up and you hear silence, the data modem or manual fax caller has not issued the # (pound) tone. CAUTION: Pick up extension phones when they ring, not the down-line phone (the phone plugged into the faxmodem's "PHONE" jack). Once you pick up the down-line phone, the call can't be routed back to the faxmodem. You (from an extension phone) or the caller must: 1. Wait five seconds for the faxmodem to pick up (you'll hear a click). 2. Issue a # tone to alert the faxmodem to take the call. 3. Hang up. The faxmodem will determine if the call is a data modem or fax call. IF YOU PICK UP AFTER THE FAXMODEM The down-line phone (plugged into the faxmodem's "PHONE" jack) rings only when the faxmodem assumes the call is a voice call. Pick up the down-line phone when it rings, not an extension phone, or you may hear unwanted ringing tones. With Option 1 (mostly fax) and Option 2 (mostly voice), when the faxmodem does not detect a fax calling tone or the # tone, it assumes the call is a voice call and passes it to the down-line phone. However, the call could still be a modem or manual fax call sent without a # tone (you'll hear silence when you pick up). Once you pick up the down-line phone (even when it's ringing) these kinds of calls cannot be routed back to the faxmodem. For example, this could happen with Option 1, where the faxmodem picks up after the first ring. If the modem or manual fax caller does not issue a # tone, you probably won't intercept the call in time to do so yourself. The caller must try the call again, making sure to issue the # tone. USING THE * (STAR) KEY TO STOP UNWANTED RINGING If you pick up an extension phone when the down-line phone (plugged into the faxmodem's "PHONE" jack) rings but after extension phones have stopped ringing, you may hear ringing tones that make it difficult to carry on a conversation. To stop the unwanted ringing tones, press the * key on the extension phone. MODEM WON'T AUTOANSWER WHEN SLS ENABLED If the SatisFAXtion Modem/200 or Modem/400 is set for the SLS (Smart Line Sharing) options "Shares phone line, mostly fax calls" or "Shares phone line, mostly voice calls", modem callers MUST include the characters @# (or @,#####) at the end of their dialing string. The "@" command tells the calling modem to wait for a period of silence (30 seconds by default). The "#" character tells the answering SatisFAXtion board the call is from a modem. Otherwise, if the SatisFAXtion board detects no CNG tone, the SatisFAXtion board will assume the call is a voice call and ring the downline phone. If you truly need the board to arbitrate between fax and modem calls without user intervention, set the SLS setting for "has its own phone line" or "distinctive ring". Before trying "distinctive ring" contact your local telephone company to find out if this feature is available in your area. For further information, consult your Installation Guide under the section "Using # to get a data modem or manual fax call recognized". If you don't wish to share the line with incoming voice calls, select Option 4 (Faxmodem Has Own Phone Line) in the fax SETUP program. Þß SETUP REPORTS A CONFLICT OR THE DATA MODEM DOESN'T WORK ENABLING THE SATISFAXTION DATA MODEM The SatisFAXtion data modem will not work unless you perform both of these steps: 1. Configure the data modem using the SatisFAXtion SETUP Program. 2. Load the SATISFAX.SYS driver in your CONFIG.SYS file. If SETUP tells you that your data modem configuration conflicts with another port in your system see "I/O and IRQ Conflicts". IRQS, I/O ADDRESSES, AND COM PORTS The most common problem users encounter when using a data modem is an IRQ conflict. But just what is an IRQ and why do conflicts arise? If you know the answer, skip to the next section. If you don't, read on. The microprocessor in your computer works on only one task at a time. When a device (such as your modem) needs the processor to do some work, the device sends an interrupt request (IRQ) to get the processor's attention and an instruction telling the processor what to do. When the processor receives an interrupt request, it puts down the task it was working on, executes the new instruction, then goes back to the original task. Most add-in devices (including the SatisFAXtion board) are very selfish when it comes to their IRQ; they don't like to share. So when you have two devices using the same IRQ, one or the other (or both) of the devices may not operate reliably. The only way to ensure reliable operation of your add-in device is to give the device its own IRQ. In addition to the IRQ, a data modem also needs a unique I/O address. The I/O address is simply a path for the data to flow in and out of the computer. Having two devices at the same I/O address yields results similar to the IRQ conflict: the device doesn't work reliably. This brings us to COM ports, which are just specific combinations of IRQs and I/O addresses. The first PCs were given two COM ports: COM1 and COM2. COM1 uses the I/O address 3F8h and IRQ 4. COM2 uses the I/O address 2F8h and IRQ 3. As time went on the need arose for more COM ports, so COM3 and COM4 were invented. Here's how it looked: Original Configuration Alternate Configuration ---------------------- ----------------------- COM1 3F8h 4 COM1 3F8h 4 COM2 2F8h 3 COM2 2F8h 3 COM3 3E8h 4 COM3 3E8h 5 COM4 2E8h 3 COM4 2E8h 2 What's wrong with this picture? In the original configuration, COM1 and COM3 use the same IRQ (as do COM2 and COM4). It didn't take long to learn that the original configuration didn't work well in many cases, so some inventive minds created the alternate configuration which solved some problems, but created others. So what's the bottom line? Well, many of the devices you can install in your computer require an IRQ, but there are very few IRQs to go around. Your task is to configure every device you add to your computer so that it has a unique IRQ and a unique I/O address. The more devices you add, the trickier this job can be. The best way to avoid a conflict is to know the I/O address and/or IRQ used by every device in your computer before adding a new device. Examine each board, read the manuals, or call your dealer or the manufacturer to determine the current settings for each board. Also determine your options for reconfiguring the boards (if necessary) to avoid annoying conflicts. COMMON SYMPTOMS OF IRQ CONFLICTS Here are some of the more common symptoms you might see if you experience an IRQ conflict between your SatisFAXtion data modem and another device. þ Erratic response to AT commands. þ Modem won't echo commands back to the screen. þ Modem doesn't work. I/O AND IRQ CONFLICTS When two devices share the same I/O address or IRQ (interrupt request), the devices may not work correctly. To eliminate the potential for conflicts, make sure each device you add to your computer occupies a unique I/O address and IRQ. Standard COM (serial) Port Address/IRQ Settings I/O Port Address IRQ ---- ------- --- COM1 3F8h 4 COM2 2F8h 3 COM3 3E8h 4 COM4 2E8h 3 Here's an easy method for finding an unoccupied COM port for the SatisFAXtion data modem. 1. Change to the SatisFAXtion software directory (usually C:\FAX). 2. Type SETUP then press ENTER. 3. Run the SatisFAXtion SETUP program, select "Advanced setup", select "Setup hardware", and make sure the "Modem I/O, interrupt" is set to "off". 4. Exit SETUP, reboot the computer, then type TESTCOM /S and press ENTER. If TESTCOM reports that only COM1 is active, set the modem to COM2. If TESTCOM reports both COM1 and COM2 active, find out if there are devices using COM1 or COM2 (such as a mouse, printer, etc.). If possible, disable the unused COM port so you can set the modem that port. See the user's guide for your computer to find out how to disable a COM port. If you're using both COM1 and COM2 or can't disable your COM ports, you may be able to use COM3 or COM4 depending on the devices attached to COM1 and COM2. A mouse and a modem don't usually share an IRQ successfully. A printer and a modem sometimes can successfully share an IRQ. The Intel SatisFAXtion data modems offer two additional configurations: COM3 3E8 IRQ 5 (works in 286/386/486/Pentium-based (AT) computers) COM4 2E8 IRQ 2 (works in 8088/8086-based (PC/XT) computers) NOTE: Before configuring your modem for COM3/IRQ 5 or COM4/IRQ 2, make sure your communications software supports these ports. NOTE: Never use IRQ 5 in 8088/8086-based computers because IRQ 5 is used by your hard drive. Never use IRQ 2 in 286/386/486-based computers because IRQ 2 is used to "cascade" the two interrupt controllers. Þß THERE'S NO DIALTONE, A CLICKING SOUND, OR I GET CUT OFF NO DIALTONE ON DOWN-LINE PHONE If you get a clicking sound or no dialtone on your down-line phone after selecting one of the "Shares phone line" answering options, try selecting the answering option "Has its own phone line". If you get a dialtone then, check the version number on your DOWNLOAD file. If you have a DOWNLOAD.400 version earlier than 3.01, call FaxBACK and order the order 0029 for the latest DOWNLOAD.400. CLICKING RELAY If the relay clicks as soon as the computer comes on, check the phone line to make sure the line from the wall is plugged into the "Line" jack on the SatisFAXtion board. If you have a phone plugged into the SatisFAXtion board, it MUST be plugged into the "Phone" jack. If the relay clicks when you pick up the down-line phone, you need to update your DOWNLOAD.400. BOARD HANGS UP VOICE CALLS When using SLS options 1 or 2 (Shares phone line), there are a couple of events which cause the SatisFAXtion board's off-hook relay to click on/off: when the SATISFAX.SYS driver loads during boot up and when the board sends a fax. In both cases, this on/off switching may hang up the phone if you're using the down-line phone. The line may or may not hang up depending on your local phone exchange. The solution is to never reboot the computer or send a fax while using the down-line phone. This does not happen with SLS options 3 and 4 (has own phone line and distinctive ring). Þß CASMGR WON'T LOAD OR THE SYSTEM LOCKS UP INTERMITTENT LOCKUPS WITH CASMGR LOADED If your system locks up intermittently while CASMGR is loaded, make sure you: þ Always load a disk cache program BEFORE CASMGR. þ Always turn off the "Write Cache" feature of your disk cache. þ Don't run an anti-virus program in TSR (Terminate Stay Resident) mode. þ Load CASMGR after all other memory-resident programs (except FAXPOP) in your AUTOEXEC.BAT file. If your AUTOEXEC.BAT file contains a command that runs another batch file, runs a menu program, or starts Windows, that command should execute after the CASMGR command. Þß DOS 6.0 AND SATISFAXTION BOARDS Intel tested DOS 6.0 with the SatisFAXtion faxmodems and they are compatible. However, Intel's Compatibility Lab did identify some issues that may concern SatisFAXtion board users. DBLSPACE DISK COMPRESSION UTILITY DBLSPACE is completely compatible with the SatisFAXtion hardware and software. MEMMAKER MEMORY CONFIGURATION UTILITY MEMMAKER may configure the SatisFAXtion drivers to LOADHIGH. While this is not a problem for the SATISFAX.SYS driver, Intel does not recommend using LOADHIGH on CASMGR. Instead, use EMM386 or another memory manager to create some EMS memory for CASMGR to use. USING MULTIPLE CONFIGURATIONS MS DOS 6.0 allows you to define multiple configurations in your CONFIG.SYS and AUTOEXEC.BAT files. See your DOS 6.0 User's Guide for more information on Multiple Configurations. Intel recommends that you add the command line for the SATISFAX.SYS driver to the "[common]" section of your CONFIG.SYS file. This will ensure that the SatisFAXtion driver always loads when you boot your computer. In your AUTOEXEC.BAT file, place the CASMGR command near the end of the file following the ":End" label. This will ensure that the CASMGR command loads every time you boot your computer. ÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ End of file Intel FaxBack # 4044 June 6,1993