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  Troubleshooting  


Problems with phone number dialing

Long-distance number cannot be dialed

Disconnection with message "Modem did not detect dial tone"

Problems with fax reception

Received fax is "garbled", with numerous artifacts

Only part of a document can be received

Problems with fax transmission

Only the start of a document can be transmitted

Fax cannot be transmitted in automatic mode

Fax cannot be transmitted in manual mode

Problems with the answering machine

Answering machine responds when dialing a number on a telephone extension

Disconnection while playing an announcement

Disconnection with message "Handset lift detected on the telephone connected to modem or telephone extension"

Unacceptable quality of recording/playing sound via modem

Emulated tone fading

Connection was terminated during answer on the first ring with completion code Er 23

Answering machine announcement is too quiet

The answering machine records only partial messages or does not record messages at all

Problems with Caller ID

Caller ID does not work

Other Problems

Connection is terminated with message "Unforeseen error while receiving data from modem"


  Long-distance number cannot be dialed

This problem often occurs when the modem is waiting for a particular continuous signal from the telephone company's switch, which is required after dialing a certain digit, such as the prefix for the long-distance line. In this case the telephone number usually contains the letter W ("wait"). Generally the modem's default waiting time is 2 seconds. If the telephone company's switch does not respond with a continuous signal within that time, dialing will stop. The program will return Error 25, Modem did not detect dial tone. To correct this situation you can increase the value of the corresponding modem register. This is recommended for experienced users, who know how to do it. Another way to increase the waiting time is to change the Dial modifier for awaiting second dial tone setting under the Transmission - Dialing - Advanced tab from "W" to ",W" or even to several comma marks, if the modem does not detect the second dial tone. Each comma represents a two-second pause.

  Disconnection with message "Modem did not detect dial tone"

Possible causes: a conversation is ongoing on a telephone extension, the modem is not connected to the telephone line, or there is a telephone line fault. Sometimes the modem is unable to discern a dial tone, most likely because it is a non-standard dial tone. For example, the signal to dial a number may consist of two short tones instead of a continuous tone, as with some Private Branch Exchanges (PBX). In this case uncheck the Wait for dial tone before dialing setting under the Transmission - Dialing - Advanced tab.

If your modem works properly with other dialer programs, but is unable to dial a number with VentaFax, it could be because some modems operate differently in voice, fax and data mode. In this case enable the Dial a number in data mode before entering voice mode setting under the Transmission - Dialing - Advanced tab.

The modem may not detect the long tone in the telephone line that's expected after some part of the phone number is dialed, for example, after the long-distance call prefix. In this case replace the Dial modifier to await second dial tone setting value with several comma marks, simply to create a pause instead of waiting for a second dial tone.

  Received fax is "garbled", with numerous artifacts

This can happen due to heavy noise in the telephone line. Try disconnecting and dialing the number again. Chances are the line quality will be better.

Frequently users worsen the connection quality themselves, trying "to check" fax reception by listening to the telephone line on an extension. This introduces considerable noise, which has a negative effect on reception quality. If you don't want to miss a chance to chat with your fax mate (interlocutor), you need to select Confirm actions in manual mode before disconnection under the Fax - General tab.

Also make sure that error correction mode (ECM) under the Fax - Error Correction (ECM) tab is enabled.

  Only part of a document can be received

Often the modem terminates fax reception at 9600 and higher baud rates because of slight noise in the telephone line. Thus, many received faxes appear "cut off". To improve fax reception quality, limit the maximum reception rate to 4800 bps under the Fax - Rate Limits tab. We recommend you use the Fax Class 1.0 command set, if your modem can detect one. In this situation, reception stability depends on the Delay from lost carrier to hang-up in fax reception setting under the Fax - General tab.

  Only the start of a document can be transmitted

Usually this happens due to incorrect flow control method selection. See Flow control setting status under the Modem - Properties - Fax tab.

  Fax cannot be transmitted in automatic mode

A session might end with the error Recipient answered but did not start fax reception (Er 76) or the Connection error (Er 18). The solutions listed below apply to situations where a fax is transmitted with the modem's voice functions enabled (in order to detect a voice answer, for example).

The reason for this may be the following: some modems (US Robotics, SmartLink, PCTel chip-based modems and possibly some others) cannot start facsimile message transmission until they detect the remote fax initial whistle (the pilot tone). You should probably select the Disable voice mode when sending a fax setting under the Fax - General tab, so that the modem does not miss the initial response of the remote fax when it switches to fax mode after detecting the voice answer.

Another reason may be an incorrect Command for starting fax transmission with established connection setting.

Some modems are unable to send a fax after a voice mode operation without resetting. If this is the case, first try enabling the Reset modem when entering fax or data mode after voice mode setting under the Modem - Interacting with Modem - Advanced tab instead of the Disable voice mode when sending a fax setting.

  Fax cannot be transmitted in manual mode

Some modems (US Robotics, SmartLink, PCTel chip based modems and possibly others) cannot start facsimile message transmission until they detect the remote fax initial whistle (the pilot tone). If you use one of these modems, then when in manual transmission mode you should start sending earlier so that the modem does not miss this tone (whistle).

Another reason may be an incorrect Command for starting fax transmission with established connection setting.

  Answering machine responds when dialing a number on a telephone extension

This can only occur with pulse dialing. The problem is not with the program but with the modem, as the modem is what detects incoming calls and informs the program of them. In this case the modem confuses pulse dialing signals with an incoming ring. Unfortunately, it is impossible to get rid of this effect using the program. All you can do is to increase the number of rings before the modem goes off the hook by changing the Answer on, ring setting under the Reception - Automatic tab.

  Disconnection while playing an announcement

Disconnection happens because the modem detects short tones on the telephone line. The caller probably hung up during playback of the announcement. If disconnection during announcement playback occurs regularly, you should probably deselect the Recognize telephone line state - for incoming calls - with modem setting under the Voice - Signal Recognition tab.

  Disconnection with message "Handset lift detected on the telephone connected to modem or telephone extension"

The program hangs up with the message "Handset lift detected on the telephone connected to modem or telephone extension" either during answering machine operation after the modem answers or shortly after dialing a number.

If the handset was not actually picked up, this suggests modem misconnection. Make sure that the cable from the phone jack is connected to the modem line (Telco) socket and not to the phone socket. If the modem is properly connected, but the problem persists, you probably have one of those modems that incorrectly recognize local telephone handset pick-up after switching to voice mode. You need to select the with a delay or even the off option for the Use modem recognition of local telephone handset pick-up setting under the Voice - Signal Recognition tab.

  Unacceptable quality of recording/playing sound via modem

If you are not satisfied with the sound quality of messages recorded by the answering machine, or the quality of announcement playback over the telephone, you might try selecting another modem voice data format. This is set by the same name setting under the Voice - General tab. The simplest way to do this is to use the Recording and playing voice messages window. First, record some announcements via the modem (not the sound device) using different voice data formats. Now select the format that provides the best sound quality. Finally, select this format under the Voice - General tab and click OK.

By default the program selects PCM/8bits voice data format for Rockwell (V.253) voice command set modems because it is supported by the majority of modems with this command set. However, in some modems with the Rockwell (V.253) voice command set, this data format is not well-supported. If your modem supports such formats as A-Law and uLaw (you can find out by trying them), you should use these instead. It is quite possible that the sound quality will improve greatly.

  Emulated tone fading

This is most likely happening because signals are formed in voice mode (the Make signals setting under the Voice - Formation of Signals tab) and one of the ADPCM voice data formats is selected under the Voice - General tab. Virtually all ADPCM algorithms fade tone signals (for example, calling tone emulation). In this situation, use a non-ADPCM format or simply select making signals by modem commands.

  Connection Was Terminated During Answer on the First Ring with Completion Code Er 23

Modem returned Error for a command sent. Most likely, an incorrect voice command set is selected in the Modem - Properties - Voice tab.

For some modems answering on the first ring is not recommended because the modem may not respond to commands during the process of phone number identification, which is transmitted as Caller ID after the first ring. Thus, an Er 23 error message is displayed. If it is absolutely necessary to force the modem to answer on the first ring, make sure this works with your modem, since the program cannot disable the Caller ID feature when interacting with the modem via TAPI.

  Answering machine announcement is too quiet

If play volume adjustment under the Voice - General tab does not help, you have probably recorded too quiet a message. See the Voice message preparation section of the Help File.

  The answering machine records only partial messages or does not record messages at all

This problem shows up in message recordings that stop before the established time, where the caller does not break the connection (does not hang up), or the message is not recorded at all. The session ends with one of the following completion codes:

  • Completion code 0 (normal completion) and only a part of the message is recorded;
  • Completion code 67 (Disconnected or too short a message recorded) and the message file does not exist at all;
  • Completion code 29 (No response from fax) - the message file does not exist.

There can be two reasons for this:

1) The program detects silence on the telephone line. If this happens, the following statement appears in the Comment field of the corresponding record in the Log Book: "Recording terminated due to detection of silence on the telephone line". In this situation first try increasing the Recording Volume under the Voice - General tab. If this does not help, lower the Treat max. signal volume as silence at, rel. units setting value under the Voice - Signal Recognition tab. Both settings should be changed incrementally, since overstatement of the recording level or understatement of the silence threshold can result in deterioration of the recording quality.

2) Because of an imperfect algorithm of a modem microprogram (or a winmodem driver) the modem incorrectly recognizes telephone line short tones in the caller's speech. In this case the Log Book field contains no comment. Try disabling the by the modem setting under the Voice - Signal Recognition - For incoming calls tab.

  Caller ID does not work

Possible reasons for this:

1. Your telephone company does not support this service or you are not subscribed to it. Contact your telephone company's operator for more information.

2. Your telephone network's Caller ID standard is different from the one built-in in the modem. For mode information contact your telephone company and/or the modem manufacturer's customer support service. If the modem lets you change country codes, this may solve the problem.

3. The modem does not support Caller ID. You can verify this in the modem's documentation or through the modem manufacturer's customer support service. If you have a "hardmodem" and it supports firmware updates, a firmware program might exist that supports Caller ID. If you have a winmodem, modem operation depends on what driver is installed. There might be drivers that support Caller ID. If your winmodem supports plug-and-play, then it is possible that the operating system selected a generic driver at the moment of modem installation. Replacing this driver with the modem manufacturer's driver may solve the problem.

4. The modem supports Caller ID, but the modem description in the Windows Registry lacks the Caller ID initiation commands. This may happen if, at the moment of modem installation, the operating system has used INF files that do not contain such commands, for example, INF files for a standard modem. It may also happen if the modem manufacturer neglected to add these commands to the INF file supplied with the modem. In the latter case, selection of the via COM port interaction with the modem option instead of the via TAPI option (under the Modem - Interacting with Modem tab) may help. However, interacting with a modem in this way possesses certain drawbacks. We recommend using it for debugging purposes only. It is better to locate INF files appropriate for your particular modem and operating system which contain Caller ID commands. If your search is unsuccessful, try enabling distinctive ring services with software means (select the With software means option under the Reception - Automatic - Distinctive Ring Services tab) even if this service is not supported by your telephone company or you normally don't use it. The "side effect" of the distinctive ring services will be the caller's phone number identification overriding the TAPI.

5. Answer on the first ring is specified in the auto-answer settings (under the Reception - Automatic tab). Usually the Caller ID is transmitted between the first and the second rings, thus the Answer on ... ring setting value should not be less than 2. Also, certain modems behave unpredictably when answering on the first ring. The connection can be terminated and the session will end with one of the error codes (Er 22, 23 or 26).

  Connection is terminated with message "Unforeseen error while receiving data from modem"

This message suggests that the program was unable to determine the cause of a particular error. Most likely the modem could not execute a command sent by the program. Usually this occurs due to incorrect voice command set selection under the Modem - Properties - Voice tab.
This error could also occur due to incorrect device selection under the Voice - Devices tab. For correct operation, select the Telephone line device for the problem mode.

Another reason can be an incorrect Command set selection in the Modem – Properties – Fax tab.

With some modems, this error may appear when the Dial a number in data mode before entering voice mode setting under the Transmission – Dialing – Advanced tab is enabled. In case if the error appears soon after the phone number is dialed and this setting is enabled, disable it.

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