Windows Fax Service Troubleshooting

CallerID problems in Windows 11, Windows 10 v.1709 or later, Windows Server 2022 and Windows Server 2019

Problem: Windows Fax Service does not store Caller ID and Transmitting Subscriber Identification (TSID) in the fax service database after receiving a fax on these Windows versions. You can see this information when you receive a fax (for example in the Fax monitor), but it becomes unavailable after finishing receiving the fax, and you have empty fields in the Windows Fax and Scan software, in the Inbox folder. Also, you cannot retrieve Caller ID and TSID using Fax Service API, in particular, the Incoming Routing Methods (Microsoft Fax) do not work properly. The problem does not appear, when receiving faxes via devices that are not modems and do not use standard Microsoft Modem Device Provider. For example, this bug does not affect the operation of Fax Voip Windows Fax Service Provider (Fax Voip FSP) software.

Solution: You should replace FXST30.dll with a similar file from earlier Windows 10 versions. You can find the Windows 10 version 1703 libraries (both 64-bit and 32-bit) in the Fax Voip T.38 Modem installation folder, most likely the path will be as follows: C:\Program Files (x86)\FaxVoip Modem\FXST30_DLL\Win10_1703\.

Please note that Fax Voip T.38 Modem fixes this bug automatically at the time of installation. Or you can fix it by clicking Configure Fax Service command in the Fax Voip T.38 Modem Control Panel, in the Main tab of the Ribbon, see also in the Configure Fax Service using Fax Voip T.38 Modem Control Panel chapter of this user manual.

'Forward as E-mail' button is grayed out in Fax and Scan on Windows 11, Windows 10, Windows Server 2022, Windows Server 2019 or Windows Server 2016

Problem: 'Forward as E-mail' button located on the toolbar in the Windows Fax and Scan software is grayed out, and you can not send e-mails directly from the program. At the same time, the MAPI mail client is installed and properly configured onto your system, and you can send e-mails using Send To -> Mail Recipient command or using the sending e-mail commands in other applications such as Paint, WordPad etc. Normally in this case, 'Forward as E-mail' command should be also available in Windows Fax and Scan. As an e-mail program that supports MAPI, you can use classic Windows Mail (formerly Outlook Express) software, which, by the way, can be easily installed in Windows 11 or Windows 10 using Windows Mail Restore Tool developed by our company. Other examples of e-mail software with MAPI support are Microsoft Outlook, Mozilla Thunderbird etc.

Solution: To fix the problem and enable the 'Forward as E-mail' button in Windows Fax and Scan, you should create 'MAPI' = '1' (REG_SZ) value under the following registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows Messaging Subsystem

Please note that Fax Voip T.38 Modem or later fixes this bug automatically at the time of installation. Or you can fix it by clicking Configure Fax Service command in the Fax Voip T.38 Modem Control Panel, in the Main tab of the Ribbon, see also in the Configure Fax Service using Fax Voip T.38 Modem Control Panel chapter of this user manual.

Problems on Windows 8.1 / Windows Server 2012 R2

Please note that the issue described below is currently fixed by Microsoft in November 2014 update rollup for Windows RT 8.1, Windows 8.1, and Windows Server 2012 R2 (KB3000850) and currently is not present. If you encounter this problem on your Windows 8.1 or Windows Server 2012 R2 computer, we currently recommend you to update your system up to the latest version.

Problem: Microsoft Fax Service is stopped working. In the event viewer the following error is displayed:

The Fax Service Provider 'Microsoft Modem Device Provider' encountered a problem and needed to close.

Error Code: 0xC0000005

This error code indicates the cause of the error.

A Windows Error Report was generated with full details about the problem.

The Fax service will restart now.

-------------

Faulting application name: fxssvc.exe, version: 6.3.9600.16384, time stamp: 0x5215e627

Faulting module name: fxst30.dll, version: 6.3.9600.16384, Faulting application path: C:\Windows\system32\fxssvc.exe

Faulting module path: C:\Windows\system32\fxst30.dll

Solution: can be found in the 8.1 broke my Windows Fax article:

https://social.technet.microsoft.com/Forums/windows/en-US/57611007-4d60-4fe6-b81d-4b2c809e3a2a/81-broke-my-windows-fax

According to this article, you should replace FXST30.dll with a similar file from Windows 7. You can find the Windows 7 libraries (both 64-bit and 32-bit) in the Fax Voip T.38 Modem installation folder, most likely the path will be as follows: C:\Program Files (x86)\FaxVoip Modem\FXST30_DLL\Win7\.

Notes

• We were not able to reproduce the problem on our test computers. However, some of our customers faced this problem and the above solution helped.
• If the given solution does not completely solve the problem, try to use Eltima Virtual Serial Port Driver that is a little more stable in the case of different bugs on the side of fax software. To use Eltima Driver instead of native Fax Voip Virtual COM Ports driver, see in the Using Fax Voip T.38 Modem with Eltima Virtual Serial Port Driver chapter of this user manual.
• When using Microsoft Fax and Windows Fax and Scan, we currently recommend you to use other solution, Fax Voip Windows Fax Service Provider (Fax Voip FSP). Fax Voip FSP replaces the standard Microsoft Modem Device Provider by the Fax Voip T.38/G.711FAX Device Provider. This allows you to use the Windows Fax Service most efficiently. In particular, the ECM (Error Correction Mode) is supported. The busy signal is also detected correct way. Fax Voip FSP implements Fax Voip FSP Routing Extension that is integrated into the Windows Fax Service. Fax Voip FSP stores the Called Number (DID) in the Routing Information field, which is available in particular in the Windows Fax and Scan software, in the incoming fax properties (no workarounds are used). Outgoing Fax Routing Methods implemented in Fax Voip FSP work regardless of the user account under which the fax job was created. Using Fax Service Provider (FSP) instead of Virtual COM Ports and modems significantly improves reliability of your fax system.