It is assumed that you have read the Help File carefully and have also checked the FAQ, Features of certain modems and Troubleshooting pages. If you still have questions about how the program works with your modem, please e-mail us at support@ventafax.com.

But prior to doing that, please do the following:

1. Open the Settings window (click on the button). Enable the Log VentaFax Engine activity to PROTCOMX.TXT setting under the Connection - General - Debug Logging tab. 'X' is substituted with 0, if TAPI is selected for interaction with the modem (Connection - General tab). Otherwise, 'X' is substituted for the port number.

In the Multi-Line version of the program a separate modem log file is created for each telephone line (LOG_01.TXT for the first line, LOG_02.TXT for the second, etc). In addition, the common modem log file (LOG_C.TXT) is created.

By doing this, you will start documenting the interactions between the program and the modem. If logging has already been enabled, delete the old modem log before starting a new one.

2. For wired or cellular telephony: Click the Query modem button on the same tab and wait for the query result.

For IP telephony: you don’t need to query the modem. Instead, tell us about the type of IP telephony that you use. If the server is owned – tell us what software or hardware is installed. If it’s a provider’s server, let us know the name of the provider and provide a link to their VoIP client configuration requirements, including those for the format of dialed numbers. If you successfully used another program for IP telephony through the same server, let us know its name and the account settings as you entered them into that program. We also ask IP telephony users to send their ventafax.ini configuration file. It is located in the program’s data folder (it can be opened using the File – Open data folder item from the main menu). Don’t confuse this folder with the program’s installation folder (in Program Files).

3. Perform the operations that have caused you to contact us.

4. Disable Log VentaFax Engine activity to <log file name>. Now the interaction between the program and the modem will stop being logged - otherwise the modem log file will expand indefinitely. Actually, you can always delete this without harming program performance.

5. Describe your actions and state your questions in the message. For each question, provide the following information:

• The result you expected;
• What you did;
• What actually happened.

Make sure to attach the modem log file (PROTCOMX.TXT) to your message. The file is located in the VentaFax installation folder. If you do not know where this file is located, simply click on the Send by E-mail button. The new message creation window of your default mail program will open with the modem log file already attached. Also indicate the name of your modem, the type and speed of your system processor and your Windows version.

Modem auto-detection record

When all of the above-described actions have been performed, the record compiled will already include a modem auto-detection record. If we ask you to send only the auto-detection record, performing steps 1, 2, 4 and 5 will be sufficient. The auto-detection record itself is compiled in step 2.

If you have multiple problems

If you have encountered more than one problem, please make several records, one for each problem. It is also advisable to send us each problem in a separate e-mail message. Often solving one problem also solves the other ones, for example those concerned with an incorrect setting of the voice command set.