SBS 2011 new fax problems after modem replacement

Trish Benningfield
Trish Benningfield used Ask the Experts™
on
Hello! I have an SBS 2011 server that uses SBS Fax service to route faxes in and out, delivering inbound to an email user. Worked like a champ for years, and then the ZOOM USB modem that was doing this job died and was replaced with a USB USR 5637. I have removed the drivers from the previous fax modem and installed the drivers for the new unit, and was able to run the fax configuration wizard from the SBS console and two problems occur. The first is the option for "route through email" is grayed out and not selectable. I opted to select store in a folder instead to complete the wizard successfully, and it errors out on Configuring US Robotics v.92.  Manually attempting to start the fax service results in a message that is does start successfully, but immediately stops, and the app log provides these errors 32108 and 1000 (below).  I have also removed and reinstalled the SBS fax service on the server with the same results.  Any thoughts on how to get this service functioning again as soon as possible?  TIA!

Log Name:      Application
Source:        Microsoft Fax
Date:          8/26/2018 9:46:02 AM
Event ID:      32108
Task Category: Unknown
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      NRV2012.domain.local
Description:
The Fax Service encountered a problem and needed to close.
 Error Code: 0x00000000
 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.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Microsoft Fax" />
    <EventID Qualifiers="49152">32108</EventID>
    <Level>2</Level>
    <Task>4</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2018-08-26T14:46:02.000000000Z" />
    <EventRecordID>5491462</EventRecordID>
    <Channel>Application</Channel>
    <Computer>NRV2012.domain.local</Computer>
    <Security />
  </System>
  <EventData>
    <Data>0x00000000</Data>
  </EventData>
</Event>


Log Name:      Application
Source:        Application Error
Date:          8/26/2018 9:46:22 AM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      NRV2012.domain.local
Description:
Faulting application name: fxssvc.exe, version: 6.1.7601.17514, time stamp: 0x4ce7b339
Faulting module name: FXSTIFF.dll, version: 6.1.7601.17514, time stamp: 0x4ce7c672
Exception code: 0xc0000005
Fault offset: 0x000000000005c462
Faulting process id: 0x39ec
Faulting application start time: 0x01d43d4b81e448af
Faulting application path: C:\Windows\system32\fxssvc.exe
Faulting module path: C:\Windows\system32\FXSTIFF.dll
Report Id: cc2bfc8a-a93e-11e8-a7fc-000c299d06ec
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2018-08-26T14:46:22.000000000Z" />
    <EventRecordID>5491463</EventRecordID>
    <Channel>Application</Channel>
    <Computer>NRV2012.domain.local</Computer>
    <Security />
  </System>
  <EventData>
    <Data>fxssvc.exe</Data>
    <Data>6.1.7601.17514</Data>
    <Data>4ce7b339</Data>
    <Data>FXSTIFF.dll</Data>
    <Data>6.1.7601.17514</Data>
    <Data>4ce7c672</Data>
    <Data>c0000005</Data>
    <Data>000000000005c462</Data>
    <Data>39ec</Data>
    <Data>01d43d4b81e448af</Data>
    <Data>C:\Windows\system32\fxssvc.exe</Data>
    <Data>C:\Windows\system32\FXSTIFF.dll</Data>
    <Data>cc2bfc8a-a93e-11e8-a7fc-000c299d06ec</Data>
  </EventData>
</Event>
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Kyle SantosSoftware Test Analyst I at Dassault Systemes

Commented:
Hi,

I am here to help you with your open question.  Do you still need help?  I have the ability to alert more experts if you still need help.

If you solved the problem on your own, would you please post the solution here in case others have the same problem?

If you need me to delete this question just say "Delete."

Thank you for using Experts Exchange.

Regards,

Kyle Santos
Customer Relations

Author

Commented:
Hello and apologies for the delay; I have not found a solution.  I have removed and reinstalled the fax service now twice and removed and reinstalled the modem drivers.  I am now looking into known issues with the USR modem.  Thank you for your response, I am back on this task as a priority.
Distinguished Expert 2018

Commented:
Why not get another ZOOM modem?
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Author

Commented:
There isn't a place within 6 hours that has modems, and this was the one that was purchased.... I have no idea WHY this isn't working, so no reason to believe a ZOOM would fix it and am just grasping at straws.  So availability is the big issue here.
I would suggest testing the modem in a Windows 7 computer to see if the driver loads correctly and if you are able to send a fax
Distinguished Expert 2018
Commented:
Did a little researching, and found something you could try:

1. Go to the following folder:
C:\Documents and Settings\All Users\Applicaiton Data\Microsoft\Windows NT\MSFax\Queue
Copy the "Queue" folder and moved it to a separate location;
2. Delete the folder:
C:\Documents and Settings\All Users\Applicaiton Data\Microsoft\Windows NT\MSFax\Queue
3. Recreate the folder and restart the fax service

Source: https://social.technet.microsoft.com/Forums/en-US/d7cc65c5-3e48-49f9-b3c1-d41799c0a98f/event-id-32108-fax-service-error-with-sbs-2011-essentials?forum=smallbusinessserver2011essentials

Author

Commented:
Hello!  The modem works fine elsewhere, I have tested it...  I am attempting masmrock's solution and will advise, thank you!

Author

Commented:
Hello!  Thank you masnrock, that resolved the receiving. I still have the SBS Console issue, cover pages are gone and the users get access denied trying to send (SBS 2011).  Going to take it down after hours and see if I can repair it, fingers crossed...

Author

Commented:
Thank you!
Distinguished Expert 2018

Commented:
You're welcome Trish, glad it's up and running.
Kyle SantosSoftware Test Analyst I at Dassault Systemes

Commented:
Thank you experts for helping Trish!
Same. Glad to hear its up and running. :)

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