SBS2008 Fax Modem Stopped Working When BT Infinity Installed
Posted on 2013-06-11
I have a client who is running SBS 2008 and has had a US Robotics 56K PCI Modem installed and it has worked without issue for over 2 years. They recently upgraded their broadband to the new BT Infinity high speed broadband and a BT Engineer fitted a new telephone socket in their office which as well as providing broadband is also the fax line the USR modem is connected to.
Since that time the client has reported that inbound faxes work but all outbound faxes fail with the error:
Event ID: 32101
The attempt to send the fax failed. The service will attempt to resend the fax.
Reason: The remote fax machine did not respond in time, and the call was terminated.
Sender: A N Other.
Billing code: .
Sender company: Client Name.
Sender dept: .
Device name: U.S. Robotics 56K PCI Modem.
Job Id: 0x0201ce667c9041ea.
User name: Domain\user.
Please check the activity log for further details of this event.
I have contacted BT who have checked the line and claim all is OK, I have also checked all the settings and they seem OK. Looking up the same error in the MS Forums, one user with this same error was directed to reduce the time between retries and also to increase the number of retries. I have done that setting both values to 5 (5 minutes between retries, down from 10 and 5 retries up from 3) but it makes no difference. Listening to the fax working it just seems to dial out and then cancel before the remote machine replies.
BT have offered to send out an engineer costing £210 and an additional £110 per hour there after which is a non starter for the client as they rarely use fax but have to occasionally for some of their business contacts, so I wondered if anyone else has seen this with BT Infinity lines and if so what was the fix?