Trouble Shooting

No device(s) found

Make sure that your modem/voice board is connected, switched on and no other application (IE Internet dialup connection) is using it.


Fax driver Installation requests RASDD files

If during the installation of the fax printer driver the system requests the file RASDD.dl_ then those required system files are not yet installed on your PC. Just cancel the current installation and copy the files under C:\INS\Utilities\RASDD into the directory C:\INS. Then retry the installation.


TAPI modem not accepted

If the AutoDetect function returns FAIL for your TAPI modem check the following:

-If you are running Windows95/98/ME or Windows2000/XP
WindowsNT 4.0 can not be used for TAPI as it does not support voice.
-If your modem is correctly installed under Settings->Control Panel->Modem
The modem has to be installed using the configuration files (INF) provided by your modem manufacturer.
-If the WAV driver is correctly installed
Check under Settings->Control Panel->Multimedia->Devices->Audio Devices and make sure that there is an entry similar to

"Manufacturer Voice Modem Serial Wave Device"

If not re-install your modem so that Windows can detect the Wave device.

How to Configure MODEM Wave Drivers for use with Message Server

One key component, for any voice MODEM, is the different system settings that effect the ability to play and record sound files over the telephone line.

For most modems this requires that windows have a driver installed that can play and record WAV files over the telephone line. If the wrong driver is installed, then the voice quality will sound very scratchy or just sound like static.

In most cases, when the MODEM was initially installed, this driver will be automatically installed.

To check if your system has a MODEM WAVE driver installed, follow these steps:

1. Open the Windows Control Panel
2. Double click on the Multimedia Icon
3. Select the Advanced TAB
4. Click on the + next to Audio Devices

If no MODEM Wave drivers are listed, then use the following procedure to add this driver:

(NOTE: You should visit your MODEM vendors web site and download the latest set of installation files and drivers available for the device before proceeding.)

To install the WAV driver for your MODEM, do the following:

1. Go to Control Panel
2. Select the Add New Hardware icon
3. Press the Next button
4. Select the No option (do not want windows to search) and press Next
5. Select Sound, video and game controllers option and press Next
6. If using a USR MODEM, select the USR Manufacturer
7. If using a different MODEM, select Microsoft and then select your MODEM driver type (multiple types will be listed). When in doubt, select the Rockwell Voice Modem Serial WAVE Device, Diamond 56k modems may use the Rockwell ACF Voice Serial Wave Device. Find the best choice available for your modem.
8. If you have downloaded a new set of drivers from your modem vender, you may chose the "Have Disk Option to browse to the location you have the files stored.
9. Press the Next button, then Finish
10. Reboot your system

This operation will install a serial WAV driver for your MODEM. This driver will take standard Windows WAV files and play and record them over the telephone line.


Caller ID

To use MsgServer with Caller ID you need two things:

The first is required as only your local telephone company can supply this data. The second is required so that the data sent by the Telephone Company can be passed to software programs for processing.

Many current MODEMs offer support for Caller ID. The key question is always what setup string to use to enable Caller ID (virtually every MODEM disables Caller ID as the default).

For most MODEMs, the string AT#CID=1 will enable Caller ID. On some voice based MODEMs the string is AT#CLS=8#CID=1. Look in the user's manual for your MODEM to see if any setup string is referenced or mentioned.

Other common setup strings are:

* AT#CID=2
* AT#CC1
* AT*ID1

The best way to test is to use a terminal data program. In Windows 95 the HyperTerminal program can be used.

To use HyperTerminal do the following:

1) Select "HyperTerminal" by navigating through the Start button to "Programs," then "Accessories," then "HyperTerminal"
2) Double click on "hyperterm" or "hyperterm.exe"
3) Name the new connection "test," and select OK
4) Change the "connect using" to Direct to COM X, were X is the COM port used by the Caller ID device
5) Click on OK on the screen for port settings

To test your MODEM, do the following:

1. Type the string ATZ, (OK should appear on the screen)
2. Enter the Caller ID string to be tested, (AT#CID=1 for most modems)
3. If OK results, continue; If ERROR results the modem may not support Caller ID; try a different setup string
4. Have someone call you and watch the terminal screen
5. If Caller ID is working, you will see the word RING, followed by one or more additional data lines. The word RING will then continue to appear for each incoming ring.
6. If Caller ID is not working, you will only see the word RING for each incoming ring. If this is the case try another setup string and go back to step two.

The most common result, when Caller ID data works, is the following:

DATE = xxxxx
TIME = xxxx
NMBR = xxxxxxxxx
NAME = xxxxxxxx
RING ...

There are other formats as well. The key point is that other data generally appears between the first and second rings.

Some telephone companies, especially in Canada, ship Caller ID data in different formats. If you see a format different from the above, send us the data and information via E-Mail at We see a new format about once a month, and can usually make a minor software adjustment to handle the new case.


How to Configure an ISDN "modem" with MsgServer

MsgServer can also work with ISDN modems as long as they have a TAPI interface.

Some of the ISDN modems are not TAPI compliant, but CAPI (Common ISDN API) compliant. This is not the same and they will not function under MsgServer.

If your ISDN modem driver has setup options, be sure the following choices are enabled:

Using this setup, most ISDN modems will work correctly. Calls on both channels will be reported on line 1 (as if they came in on channel A).

Outbound DialOut calls will generally go out on channel B.

For example, the US Robotics 128K internal ISDN device will work with these settings and provide Caller ID number information (no name) for each incoming call on either channel.

DDE error

When you receive a DDE error during the execution of a script that uses DDE to access an external application( IE Excel or MsAccess), you may have forgotten to start the external application and leave it open.

MAPI32 error

If you receive an error similar to "MAPI32.DLL not found or corrupt", then there is a version incompatibility between the currently installed MAPI mail engine. Please go to the command prompt and run the file Fixmapi.exe.
The Fixmapi.exe tool is included with Internet Explorer 5 to detect and aid in resolving conflicts with Messaging Application Programming Interface (MAPI) files that may affect your ability to send and receive mail and faxes from other programs.
For more information about Fixmapi.exe please refer to the Microsoft knowledge base at article;en-us;q228457


"No dialtone" error

If you receive the error message "No dialtone" when trying to use a modem to dial a number, then your phone system does not return a dial tone. You can configure the modem not to wait for the tone by entering ATX3 as Init string for the channel configuration.