Mainpine Support
Mainpine IQ Express Hardware Installation
The installation of the Mainpine IQ Express hardware, cables, and drivers is explained in detail in the Quick Start Guide . Please refer to that document for installation instructions.
Mainpine IQFSP Software Installation
Mainpine recommends that all IQ Express customers who use Microsoft Windows also install the Mainpine Fax Service Provider (IQFSP) to enhance and improve Windows Fax Service (MS Fax) which comes built-into those operating systems. Please refer to the IQFSP Installation Guide for details on how to install IQFSP.
Troubleshooting Hardware Installation Problems
Windows works with the system BIOS to determine whether or not the IQ Express is connected and how to communicate with it. Updating the BIOS may be helpful in the event of a hardware installation issue. Once Windows has detected the IQ Express presence, it will begin to install a series of device drivers. The first is for the multi-function device (since there can be many ports on a single board). Following the multifunction device, a serial port will be installed for each available port on the board. Then the modems will be installed (and with modern revisions of the IQ Express a detection of a modem on a serial port indicates that Windows was actually able to communicate with the modem rather than the driver explicitly telling Windows that the modem was there). Issues in the Windows registry and in the Windows driver cache can complicate the IQ Express hardware installation.
Troubleshooting Software Installation Problems
The IQFSP installer is known as IQFSP.msi and is executed by Microsoft's program installation utilities when the IQFSP installation program is run. Windows Fax Service must be installed first before IQFSP.msi can complete its functions. IQFSP.msi must ensure that the Microsoft Visual C++ Runtime Library is installed. It will install if needed. IQFSP.msi then copies a few files to the Windows "system32" directory, namely IQFSP.dll, FaxEngine.dll, mpfxrt.dll, libtiff.dll, tiffcp.exe, and tiff2pdf.exe. Lastly, IQFSP.msi "registers" the IQFSP.dll and mpfxrt.dll with Windows. Any barriers to that process along the way will cause problems. Troubleshooting can be done by seeing if the IQFSP.msi completed its operations, in which case "IQFSP" will appear on the installed programs list in the Control Panel. Check to see that the Microsoft Visual C++ Runtime Library appears on the installed programs list. Also verify that the .dll and .exe files are installed where expected. If the registration of IQFSP.dll succeeded then IQFSP devices will appear in the devices list in the fax service configuration locations.
Troubleshooting Run-Time Problems
When sending a fax, Windows Fax Service receives fax images (in the form of a TIFF file) and other information from a fax client program (like Fax Console or Windows Fax and Scan). Windows Fax Service modifies the images on the TIFF file to add the tagline at the top, and then Fax Service delivers the the images and information to the device provider (Mainpine's IQFSP). Problems can arise along the way if, for example, the client delivers corrupted image data or corrupted information to the Fax Service, or if Fax Service corrupts that information. The TIFF files can be examined manually by inspecting the "MS Fax" Queue directory files. Fax Service will log some errors in the system Event Viewer. IQFSP creates a run-time log in the "MS Fax" ActivityLog directory.
Troubleshooting Fax Operations
Fax operational problems stem from three different areas: connectivity issues, audio quality issues, and fax protocol issues. With respect to connectivity issues... Make sure that the physical lines are connected. Test the line with an analog phone for placing and receiving calls. Make sure that long distance calling services are available on that line. With respect to audio quality issues... Make sure that you are not using a VoIP (Voice-Over-IP) line. Do not have DSL on the same line as your fax. Do not have call waiting enabled on your fax line. Do not share your fax line with another fax machine. If you have a phone system (PBX) try testing without the phone system involved. With respect to fax protocol issues, these problems are very, very rare as long as you are using a supported fax application (such as Mainpine's IQFSP with Windows Fax Service) and the fax system on the other end of the call is a fax machine or a fax device that does not have serious protocol flaws in it. If you are experiencing protocol issues make sure that you are using a supported fax application and that the other end of the fax call is using a reliable fax device.
Frequently Asked Questions
The following links will take you to the various sections of the FAQ:
Getting Started
Installation
Linux
Trouble Installing
Faxing Troubles
