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Windows 7 Fax and Scan becomes unresponsive when selecting FAX preview

Posted on 2013-05-28
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Last Modified: 2016-11-23
Hi there experts,

I have a couple of Windows 7 Pro (64-Bit) pilot machines introduced to a client site.  The problem I'm facing is when previewing a fax with a cover page selected (from Windows Fax and Scan) the application will stop responding and sit there with a status of "Printing fax for generating preview".  However after approximately 10 minutes the fax preview does eventually appear.

The actions I perform are as follows; Launch 'Windows Fax and Scan' / ensure I see 'All fax accounts are accessible' in the status bar / New Fax / Select 'Cover Page' e.g. 'urgent' / enter fax number ('To:') / enter subject / enter Cover page notes and finally click on the 'Preview' button where I then experience the long delay.

The current environment consists of SBS 2008 (configured with the fax service) with Windows XP clients.  The XP clients have been working fine.  The pilot Windows 7 PC's are running on DELL Precision T1600 workstations with 8GB RAM, 3.4Ghz processor, 250GB SSD hard disks and have only the Win 7 OS running on them (fully patched) i.e. no other applications installed including anti virus software.

Please note I have tried both Win 7 clients with IE8 and IE9 (with IE9 hotfix KB2647169 applied) and experience the same 10 minute unresponsive behaviour.  Both sending and receiving faxes are fine, it's just the fax preview that's causing the issue.

It appears the cover pages are being called from the SBS server and focus may be needed on that side?

Any help here will be much appreciated.

Regards,

Sam.
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Question by:Sam1boy
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by:ded9
ID: 39201737
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Author Comment

by:Sam1boy
ID: 39201982
Many thanks for your response.

Unfortunately running the registry fixes on the Win 7 workstation made no difference.  

After having taken one of the Win 7 PCs and joining to my lab SBS 2008 environment it worked without any issues i.e. the fax preview came up right away.

I'm suspecting it may well be something on the production server side causing the long delay.

SBS 2008 server is fully patched.

Any further suggestions would be welcomed.

Sam.
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Expert Comment

by:ded9
ID: 39202001
Might be caused by some group policy....lets wait for other suggestions.



Ded9
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Expert Comment

by:jcimarron
ID: 39202031
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Author Comment

by:Sam1boy
ID: 39202204
Thanks jcimarron.  I did come across this in my travels whilst trying to troubleshoot.

As mentioned to Ded9 I'm now suspecting the issue sits on the backend (sbs2008 server) given that there were no issues using the same workstation (with same Win 7 image) in my lab SBS 2008 environment.  

As Ded9 suggested it could be a Group Policy setting but I'm pretty sure the GPO settings on both servers (production and lab) are the same too.

Main differences being the Production server has Trend Micro security agent and ARCserve Backup installed.

As mentioned previously, sending and receiving of faxes is fine, it's just the fax previewing causing a massive delay.

Please also see links below.  These individuals also experienced very similar problems but appear to be no real solutions;

Windows Fax and Scan becomes unresponding when selecting preview FAX

Windows Fax and Scan stops responding when previewing with cover page

Any further advise will be much appreciated.

Many thanks.
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Accepted Solution

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Sam1boy earned 0 total points
ID: 39204404
Hi, it would appear I have managed to work out a resolution for my issue.  

I tried a number of collective things so I'm unable to pin point exactly which step actually resolved the problem :-) maybe a combination, here were the steps I carried out that worked for me;

1.  Set the default printer on the Win 7 PC to be the Fax printer e.g. Fax on <server name>
2.  There were a large number of very old faxes pending on the Fax queue which I cancelled from the server (Launch Server Manager / Expand roles / expand Print Services / expand Print Management / expand Print Servers / expand <server name> (local) / Printers)
3.  Removed an old redundant printer from the server (SBS Console / Network / Devices tab).
4.  Removed printer devices from the Win 7 PC (that were pushed via Group Policy), logged off from PC then logged back in again to propagate the printers again via GPO.
5.  Launched Windows Fax and Scan and tested fax preview.

Thanks for your contributions.

Sam.
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