Fax Modem  (250-3581)         Troubleshooting          Faxback Doc. # 5892

Use only one statement per line.  If you do put two commands on one line,
separate them with a semicolon.

Keep your Script and Action files small and simple.  To make more
complicated programs use the Invoke Command to string small files
together.

Messages that are sent to the host computer are put in double quotes (")
Single quotes (') are used for assigning commands to function keys.

Hexadecimal codes can be upper or lower-case letters ($0d or $0D).
Each hexidecimal code must be preceded by a dollar sign ($).

The connection functions SELECT and DOCOMM can be used only in Script
files.

PROBLEM:  BitCom will not connect.  It dials the host computer.  The host
          answers, and the dial tone changes to a high-pitched tone,
          indicating the modem is ready.  However, the CONNECT message
          does not appear, and the Connect clock is not running.

SOLUTION:  Check that you are using the correct baud rate, parity, stop
           bits and data bits.  These parameters have to match those of
           the host.

The most common cause of this problem is that another serial device is
using the same COM port address as your modem.

Another cause of this problem is that your modem is set to echo commands
in numeric rather than English words.  Check your modem's manual to see
which kinds of commands it uses and if your modem can be switched to use
English words.  If you cannot switch  your modem to use English words, use
"ATZ$0D\250ATEIVIDT" (0 is zero) as your dialing prefix in the
Communication Configuration Menu.  BitCom uses "ATX4DT" as it's default
dialing prefix.

PROBLEM:  BitCom will not start when you type BITCOM at the DOS prompt.

SOLUTION:  Check whether your computer has at least 300K RAM to run
           BitCom.

Next, check that the directory or disk that contains BitCom has the
correct BITCOM.EXE file.

PROBLEM:  Everything you type appears twice after you have made a
          connection.

SOLUTION:  Set Echo to No in the Communications Parameters Menu.

PROBLEM:  Your see strange characters on your screen after you have made
          a selection.

SOLUTION:  Set Input Filter to Yes in the Communications Parameters Menu.
           This will filter out the high-order bits.

PROBLEM:  After connecting to a host computer, every time you press ENTER
          to type a new line, the cursor moves to the beginning of the
          same file.

SOLUTION:  Change the Auto LF field in the Communications Parameters Menu
           to Yes.  The cursor will advance a line when you press ENTER.

PROBLEM:  After connecting to a host, everything you type is double-
          spaced.

SOLUTION:  Change the Auto LF field in the Communications Parameters Menu
           to No.

PROBLEM:  You first have to dial a nine and then wait for a dial tone
          before getting an outside line.

SOLUTION:  Add "9", to the end of the Dial Prefix field in the
           Communications configuration Menu.  (The comma stands for a
           two-second pause).

PROBLEM:  BitCom redials without waiting for a connection.

SOLUTION:  Make sure the Redial field in the Communication Parameters
           Menu is set to at least 40.

PROBLEM:  BitCom shows the error message "COM 1 was not functional" or "NO
          DSR Signal on COM 1".

SOLUTION:  If you are using an external modem, check that all the cables
           are securely connected and that the modem's DSR light is on.

PROBLEM:  After you change your Dialing Prefix in the Communications
          Configuration Menu or when you dial a long number, you get an
          "ERROR" message when you try to make a connection.

SOLUTION:  If you change your dialing prefix, make sure it contains
           valid Hayes commands and that these commands are supported by
           your modem.  Also, the letters should all be upper-case.

PROBLEM:  BitCom will not let you emulate the ANSI color/graphics
          terminal.

SOLUTION:  Check that you entered "ANSI" in the Emulation field of the
           Communication Parameters menu.  Make sure the file $NOCOLOR is
           deleted.  Also, the Input and Output filters on the
           Communication Parameters Menu should be set to No.

PROBLEM:  After configuring BitFax and my modem to COM 2, I get an error
          message saying that COM 2 is not a fax modem or that there is
          not a response.

ANSWER:  If you are using an external modem, check that the switches on
         the modem's I/O card are set to CTS/RTS True (forced off).
         Also check that the cables are securely in place.

If you are using a laptop computer, you might have to run a setup program
to enable COM 2.

Some COM ports cannot transfer all the signals needed to control a fax
modem.  Try changing the COM port of your modem and reconfigure BitFax to
that COM port.  Remember to avoid IRQ conflicts.

PROBLEM:  I have installed BitFax, but I cannot see all of BitFax's
          screens, including the function keys at the bottom.

SOLUTION:  In most cases, you simply need to change the display from
           black-and-white to color by pressing [F6] in the Main
           Configuration Menu.  If this does not solve the problem, try
           changing the Graphic Adapter in the Advanced Configuration
           Menu.

PROBLEM:  When I transmit a fax, BitFax sends only the cover Page or cuts
          off pages before it finishes transmitting them.

SOLUTION:  Nine out of ten times the culprit is a memory-resident (TSR)
           program.  To check whether this is the cause of the problem,
           type using BitFax without any TSRs running in the background.
           Refer to "Conflicts with Memory-Resident Programs".

Another possible cause might be your modem or the receiving fax machine.
Your modem might not be able to "handshake" with the particular fax
machine to which you are sending faxes.

PROBLEM:  How can I send a document created by a word processor or other
          application that BitFax does not support?

SOLUTION:  Almost all word processors let you save your documents as
           text-only, ASCII files.  Many other applications let you save
           documents as text-only files.  After you have saved a
           document as a text-only file, you can fax it with BitFax.
           When sending text-only files, remember to set the Word
           Processor Type in the Main Configuration Menu to Plain Text.

You can also use Print Capture and Screen Capture to convert documents
into a format that BitFax can send.  The Print Capture utility is useful
for retaining much of the document's formatting.

PROBLEM:  My computer locks up when I try to send a fax.

SOLUTION:  First, check that your BUFFERS and FILES allocations in your
           CONFIG.SYS file are correctly set.

If this does not solve the problem, BitFax might be conflicting with a
memory-resident (TSR) program.  Try using BitFax without any other TSRs.
Reboot your system with a DOS disk or rename your AUTOEXEC.BAT and
CONFIG.SYS files and reboot your system.

As a last resort, you might have to run BitFax without any TSRs running
in the background.

PROBLEM:  Sometimes when I send a text document, strange characters or
          extra lines appear in the fax.

SOLUTION:  Check that you have selected the correct word processor in
           the Word Processor Type field of the Main Configuration Menu.
           For example, if you are sending a WordStar file, you would
           select WordStar 2.2X -4.0.  If you are sending an ASCII file,
           set this field to Plain Text.

PROBLEM:  When I try to use the Data Communications function from the
          communication Functions Menu, BitFax says it cannot find the
          file BITCOM.EXE.

SOLUTION:  To use this option, you must have BitCom or another data
           communication program installed.

PROBLEM:  Although I have configured BitFax to answer on the third ring,
          whenever I receive a fax, BitFax answers on the first ring.

SOLUTION:  BitFax might not be reading your setting in the Main
           Configuration Menu.  For BitFax to read this and other menus,
           you must set up your environment.

PROBLEM:  I have a 20-page document, but I only want to send pages 12
          thru 20.

SOLUTION:  In the Main Menu, enter 12 in the Start Pg field and 20 in
           the End Pg field.

PROBLEM:  When I try to send a logo or a graphic with the include
          statement, I see "##include" where the graphic is supposed
          to be.

SOLUTION:  BitFax only supports images with up to 16 colors or 16 levels
           of gray scale.  Also, check that the file is in a format that
           BitFax supports.

PROBLEM:  I cannot open the communication functions Menu unless I am in
          the BitFax directory.

SOLUTION:  You must modify your AUTOEXEC.BAT file.

PROBLEM:  When I use BitFax, I sometimes get the error message "Not
          enough memory" or Disk full", even though I have plenty of RAM
          and disk space.

SOLUTION:  Check that your BUFFERS and FILES allocations in your
           CONFIG.SYS file are correctly set, because BitFax does not
           access extended or expanded memory, the amount of upper
           memory you have available does not help.

PROBLEM:  When I receive a fax call, BitFax will answer, but promptly
          hang-up, saying the call was not a fax call.

SOLUTION:  Check that the Answer Mode field in the Main configuration
           Menu is set to Fax Answer Only or Fax & Data Answer.

If changing Answer Mode does not help, contact BIT Software's Technical
Support staff.

PROBLEM:  When I send a document captured with Print Capture, BitFax
          sends a blank page.

SOLUTION:  In the application, make sure you choose the Epson FX-80 or
           the IBM Graphic Printer as you print when using Print
           Capture.

PROBLEM:  When I try to send a fax, I keep getting "Noisy Line" or
          "Busy Line" messages.

SOLUTION:  If you have any commands in the Dial Prefix field of the
           Main Configuration Menu, remove them and try to send a fax
           again.  If you still have a problem, change the dial Prefix
           to "ATX2".  If this does not work, try lowering the Fax Speed
           in the Advanced configuration Menu.  Forcing the fax to a
           lower speed will sometimes allow you to send a fax over noisy
           lines.

PROBLEM:  My documents arrive garbled or double-spaced with extra
          characters.

SOLUTION:  Check that you have selected the correct word processor type
           in the Word Processor type field of the Main Configuration
           Menu.  If you are sending an ASCII, or text-only document, set
           this field to Plain Text.  If you are sending a document from
           a supported word processor, BitFax must be set the correct
           word processor.  For example, if you are sending a WordStar
           document, BitFax's Word Processor Type field should be set to
           WORDSTAR 2.2X -4.0.

If this does not solve the problem, BitFax might be conflicting with a
memory-resident (TSR) program.  Try using BitFax without any other TSRs.
Reboot your system with a DOS disk or rename your AUTOEXEC.BAT and
CONFIG.SYS files and reboot your system.

PROBLEM:  I cannot preview a fax before sending it.  I have set the
          Preview field to YES in the Main Configuration Menu.

SOLUTION:  Check that the Graphic Adapter setting is correct in the
           Advanced Configuration Menu.  Normally, BitFax automatically
           detects the kind of monitor you are using, but if you are
           using an auto-sensing graphics card, such as Paradise or ATI,
           you might have to adjust this field.

PROBLEM:  How do I tell the modem not to detect a busy signal?

SOLUTION:  In the Dial Prefix field of the Main Configuration Menu, add
           the command "ATX2".

PROBLEM:  Before the remote fax machine answers and makes a connection,
          BitFax hangs up.  How do I tell BitFax to wait longer?

SOLUTION:  In the Main Configuration Menu, add the command "ATS7=XXX;"
           to the Dial Prefix.  The X's stand for the number of seconds
           BitFax will wait.

(SMC-04/07/94)