Troubleshooting

FaxPress WebHelp: Troubleshooting

Troubleshooting

FaxPress troubleshooting help is also available on the Castelle web site.

View Tech Notes and FAQ's at:

http://www.castelle.com/support/documentation/tech.htm, or
http://www.castelle.com/support/documentation/faq.htm

You can also contact Castelle Technical Support via e-mail or phone.

Powering Up the FaxPress

When you connect the new FaxPress to the network and power the unit on, the red and green LEDs on the front panel flash for 15 to 30 seconds during the boot cycle. The red LED stays on after the boot cycle completes. This indicates that it has powered up successfully. If the LED marked “10BT” or the LED marked “100BT” turns on, it indicates that the unit is connected to the network. You should also see the appropriate green light on the hub.

Changing the FaxPress Fuse

For 5000, 7000 and 7500 units.

Disconnect the power cable before you remove the fuse holder in the power switch.

To check and replace the fuse:

Switch-off the FaxPress 5000/7000/7500 power switch and remove the power cord.

Locate the fuse housing between the power cable connector and the switch. Use a flat blade screwdriver or similar device to pry the housing out.

Check the fuse. If the filament is broken, replace the fuse. If the fuse is cloudy or discolored, replace the fuse.

A spare fuse is provided by the factory in the tray in the middle of the fuse holder. The FaxPress uses a 2 Amp, 250 Volt, SLO-BLO fuse.

Replace the fuse housing.

Reconnect the power cord and power up the unit.

Interpreting LEDs

The Red Alert LED and the Green LED Do Not Flash after Powering Up

You have plugged the power cable into the FaxPress but the LEDs do not flash:

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Check the power cable connection. Make sure the cable is plugged into a working power outlet.

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Check the power supply. If you have a FaxPress 2500 or SBE, make sure that you use the power supply that comes with the unit.

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Check the power switch. If you have a FaxPress 5000, 7000, or 7500, make sure the power switch is turned on.

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Check the network connection. Connect the unit to a working network and the “10BT” or “100BT” LED should turn on. If the LED is not on, try a different power outlet.

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Check to see if the FaxPress 5000, 7000 or 7500 fan is working. If the fan is not working, try a different power outlet.

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Check the 5000, 7000 or 7500 fuse. Disconnect power cord and check the fuse in the unit’s power switch. Replace if necessary.

Red Alert LED is On and Green LED is Off

If the red alert LED remains on (and the green LED is off), this indicates that the FaxPress cannot connect to the file server.

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Check whether the FaxPress is logged into its master file server. After it completes its start up processing, during which red and green LEDs cycle on and off for 10 to 30 seconds, the FaxPress should have at least one active connection to its master file server.

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Check the FaxPress’ physical connection to its network segment. Faulty cables and poor cable connections can cause this condition.

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From the same segment where the FaxPress is installed, check that you can log onto the FaxPress master file server as the FaxPress serial number user. Check that there are no restrictions on the FaxPress serial number user account on the master file server. Ensure that no login script has been added to this account, and no environment variables or parameter settings have been altered. If you cannot log on, check for the existence of the FaxPress serial number user and check the validity of any password assigned to the user. Also check that the FaxPress serial number user has all rights to access its installation directory (typically named \Castelle\serial number).

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Connect the FaxPress to a network connection where a workstation has a good connection.

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Verify that the FaxPress network segment has full duplex access to the master file server.

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For FaxPress SBE, 2500, 5000, 7000 or 7500, connect a laser printer to the parallel port. Wait approximately five minutes to check whether a diagnostic report prints. For assistance with the report, call Castelle Technical Support.

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If the FaxPress has just been installed, or if the contents of its installation directory has been manually modified or overwritten, try reinstalling the FaxPress server software.

Both LEDs Go Out During the Boot Sequence

Indicates that FaxPress failed to properly load its executables from its file server:

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Try connecting FaxPress to an alternate power outlet.

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If the fax has just been installed, or if the content of its installation directory has been manually modified or overwritten, try reinstalling the FaxPress server software.

Neither 10BT nor 100BT LED Turns On

The unit powers up but the network LED does not turn on:

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Check the network connection. Make sure the network cable is connected to the unit and its hub. Use only one of the connectors to connect the FaxPress to your network.

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Check the network cable. Try another network cable.

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Check the network connection. Try connecting the FaxPress to another location on the network.

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Verify the transmission speed. Make sure the network is configured for 10BASE-T or 100BASE-T.

Red Alert LED and Green LED Are Both Off

If both front panel indicator lights are off, the FaxPress is probably not receiving sufficient power.

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Check whether the LEDs are all off.

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Confirm that the FaxPress is connected to a working power outlet. Verify that the power cable attached to the back of the FaxPress unit is properly inserted into the power outlet.

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If you have a FaxPress SBE, 2500, 5000, 7000 or 7500 ensure that the power switch is turned on. Check if you can detect any movement of air out of the fan vent to indicate that the fan is running and the unit is receiving power. If power should be on and the fan is not operating, turn the power switch to the OFF position, remove the power cord, and check the FaxPress external fuse (inside the power switch panel).

If the fuse is intact, the glass should be clear and the filament clearly visible and unbroken.

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Turn the power switch off and on to see if the LEDs will flash. If this is not successful, connect the unit to a different power outlet and try again.

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For a FaxPress that has just had its memory upgraded, verify that the memory SIMM and FaxPress model are compatible.

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If the LEDs initially illuminate, then disappear, verify that the FaxPress is properly installed on the master file server.

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Verify that the logged on FaxPress user associated with the FaxPress serial number name has proper access rights to the master file server directory where the FaxPress is installed.

Green LED and Red Alert LED are Both On

If both the red and green indicator lights are on:

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Check to see if users can log on to the FaxPress. If the Supervisor can log on, check for the presence of any jobs in the parallel print queue. Also check to see if a printer is connected to the FaxPress parallel port.

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If the FaxPress has no printer, select the Parallel queue from the Mailbox/Print Queues branch of the FaxPress tree. Delete any jobs that are listed in the view list window. You may need to reconfigure FaxPress users who are printing to the FaxPress parallel queue.

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If the FaxPress has a printer, verify that the FaxPress printer has paper, is on-line, and properly connected.

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If immediately after power-on, the red and green indicator lights do not blink, but go to a steady-on condition, the FaxPress prom(s) may have been damaged—contact Castelle Technical Support.

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If users can’t log into the FaxPress, check to see if the FaxPress is logged into its master files server. After a reboot, the FaxPress goes through a verification process which may take several minutes, during which no users will be able to log into the FaxPress.

Green LED On and Red Alert LED is Flashing

Indicates a problem with the FaxPress file server.

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Check file server disk space. If necessary, delete old faxes, logs, and notices using FaxPress’ Storage Reclamation feature.

Red Alert LED is Flashing and Green LED is Off

This may be caused by a hardware problem. The condition is sometimes followed by other indicator light sequences.

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If this condition occurs during initial set up of a FaxPress, verify that the FaxPress unit is compatible with its physical network type.

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Try connecting FaxPress to an alternate power outlet.

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Try rebooting the FaxPress. Attach a printer to the unit to print a diagnostic report. Contact Castelle Technical Support.

Both the Green LED and Red Alert LED are Flashing

A FaxPress database may be corrupted or may have insufficient disk space. The main FaxPress databases are: Fax Queue, Phone Books and Users directories. Try attaching a printer to the FaxPress parallel port to get a diagnostic report and reboot FaxPress.

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If the master file server has less than five megabytes of disk space on the volume where the FaxPress is installed, try running Storage Reclamation.

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Irrecoverable network errors. Try rebooting the FaxPress.

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In the directory where the FaxPress has been installed, check for and examine files with extensions .LOG, .BAK, or .ERR.

Problems in Sending Faxes

Queued Faxes Not Becoming Ready or Active

All the faxes listed in the Outgoing Faxes view list window have Queued status, but jobs do not advance to Ready or Active status:

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If the file server has less than five megabytes of disk space on the volume where the FaxPress is installed, try running Storage Reclamation.

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Make sure the FaxPress serial number user has access to the Castelle/PCL Fonts Directory on the volume where the FaxPress is installed.

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The FaxPress may have problems rasterizing the file at the head of the queue. Try deleting the first file in the queue and rebooting the FaxPress. The file can only be deleted by the FaxPress supervisor or the user who sent the file.

Ready Faxes Not Becoming Active

All the faxes listed in the Outgoing Faxes view list have Ready status but no job advances to Active status:

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Verify the line direction settings for the FaxPress server. At least one fax line should be configured for Bi-directional or Output Only and all unconnected lines should be set to Not Connected.

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Inspect the Red LEDs at the back panel beside the phone jack. If all of them are on, wait until at least one goes off, and check the queue for the outgoing fax status again.

Faxes Becoming Failed Faxes

Faxes the FaxPress is unable to send are assigned Failed status in the Outgoing Faxes view list window. Faxes fail for various reasons. To obtain a failure description, select the failed fax entry in the view list window, right-click to display the context menu and choose the Properties option to display the Outgoing Faxes Properties window.

Situations that can cause a user’s fax to fail include:

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The pre-dial settings in the Line Settings dialog box may not be properly set. If the FaxPress is connected through a PBX phone system that requires a pre-dial number to reach an outside line, you can set the number in the Line Settings dialog box or the user can enter the number with the fax number when addressing faxes.

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International access code was not included or is incorrect on international calls. Re-dial the number with the international access code. See your phone directory or contact your phone company for instructions on how to complete international calls.

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A PBX password code is required. When a PBX requires a password code for calls, the user must include the password code symbol ($) in the fax number. The user’s password code is set in the User Properties dialog box (tab).

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Attached files are not in the proper format. The FaxPress native attachment feature converts many document files to a format the unit can rasterize for faxing. Document files the feature cannot convert must be printed to file using and HP LaserJet II or HP LaserJet III print driver before you can attach them to an outgoing fax.

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The Cover Page file is not correct. If your cover page was not created correctly, the FaxPress will not send the fax. Delete the current cover page and create a new one.

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The recipient is not a fax machine. Verify that the number you have is for a fax machine.

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The receiving fax machine does not comply with ITU-T Group III, T.4 or T.30 standards.

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The FaxPress is sharing a line with another telephone device. The FaxPress must have its own fax lines. It cannot share a line with another device.

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The FaxPress times out while waiting for the recipient to answer. The FaxPress waits up to 35 seconds after the last tone is dialed to receive a carrier signal from the target machine. If the carrier is not received, the FaxPress times out.

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A FaxPress line configured as either Output Only or Bi-Directional is either not connected to a phone line or is connected to an inbound only (DID) phone line or non-telephone cable.

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A modem has failed. Check that each modem line can answer by setting the configuration to Bi-Directional or Input Only and dialing into it with either a fax or voice phone set.

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If you are using a Load Sharing configuration and the reason for failure is poor line quality, check for compliance with load sharing requirements, especially ensuring that load sharing FaxPresses are installed on the same full duplex network segment.

High-Resolution Image File Corruption with Windows XP and Windows Server 2003

Running the FaxPress client on Windows XP or Windows XP Pro, or installing the FaxPress Email Gateways on Windows server 2003, can sometimes result in trouble sending high-resolution image files. Installing the ImageMaker viewer on Windows XP or Windows server 2003 will resolve the file corruption sometimes experiences with faxing high-resolution images. The ImageMaker viewer is located in the Support folder on the Castelle FaxPress 8.1 Setup CD.

Issues in Receiving Faxes

FaxPress Cannot Receive Faxes

You have successfully installed the FaxPress, but it does not receive faxes.

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Verify that the FaxPress is connected to an active phone line. Attach a phone to the line and make sure it can receive a call.

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Check the Line Direction settings. The FaxPress should have at least one line configured as Incoming Only or Bi-Directional.

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If the master file server has less than five megabytes of disk space on the volume where the FaxPress is installed, try running Storage Reclamation.

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Check the failure descriptions in the Received Transaction Log file.

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If the reason indicated is poor line quality, ask the phone company to check your lines.

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If the fax was received, check the last line of the transaction log to see where the fax was routed.

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Check the Print Incoming Fax option in the Incoming Faxes dialog box, which is accessed from the Users Properties dialog box. If the Print Incoming Fax option is selected, check the printer for the fax.

Incoming Faxes Do Not Print

The user’s faxes are not automatically printed when they arrive:

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Make sure that the Print Incoming Fax option is checked in the Incoming Faxes dialog box.

If you want all manually routed faxes printed, check the setting in the UNADDRESSED mailbox or the mailbox of the user assigned to the line.

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If the FaxPress is configured to use a local printer, make sure a printer is connected to the parallel port.

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If the default printer is a network printer, make sure that the configuration information is entered properly.

When entering the configuration information, do not use preceding ‘.’ or ‘//’ marks or add syntax such as ‘ou=’.

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Ensure that login information in the user’s set up for the printer is valid. Use the information to log onto the network and try to print a large (100Kbyte or more) file to the chosen queue. If you cannot print, neither can FaxPress.

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Verify that the printer matches the printer type indicated in the Printer Configuration setting for the user to whom the fax was routed.

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Verify that the printer has enough memory. At least 1.5 MB is required.

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If your FaxPress server is installed on a Novell NDS network, when you are printing to the default network printer, ensure that the printer queue is served by an active print server.

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If you are using a parallel printer, attach it to the FaxPress and verify that the printer is configured for parallel I/O. See the printer’s documentation for more information.

ZQ Directory Validation during the FaxPress Boot Sequence

During the FaxPress boot up sequence, the ZQ directory is automatically validated. If any faxes in this directory are found to contain errors or are corrupt, they will be removed from the directory and placed in the recovery directory ZQrecov1.sav.

FaxPress WebHelp

Last Updated: 9/12/2007

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Castelle

855 Jarvis Drive, Suite 100

Morgan Hill, CA 95037

Toll-free 800.289.7555

Tel 408.852.8000

Fax 408.852.8100