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
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
The answering machine records only partial
messages or does not record messages at all
Problems with Caller ID
Caller ID does not work
Connection is terminated with message "Unforeseen
error while receiving data from modem"
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.
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
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.
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.
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.
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.
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.
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
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
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
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.
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.
Was Terminated During Answer on the First Ring with Completion Code
Modem returned Error for a command sent. Most likely, an incorrect
voice command set is selected in the Modem - Properties - Voice
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.
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.
answering machine records only partial messages or does not record messages
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
- 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
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.
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
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).
is terminated with message "Unforeseen error while receiving data
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
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,
| Features of certain modems
| Completion codes | If
you have questions |