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General discussion

Dell A920 printer fax problem

Apr 26, 2005 4:18AM PDT

Maybe someone can help me with this.

The Dell A920 will not fax. I guess there is no point in providing detail unless someone with experience with this printer replies because I'm afraid the explanation won't make sense.

I've spent the hours it takes to contact Dell people about the problem. They say that, nope, we don't do software. I recall reading that Dell's warranty doesn't apply to software not produced by Dell, but I assumed it would cover this software because it is on Dell's installation CD. But, not, even though I have no way of knowing Dell didn't make it, it isn't covered. So, before I pay them the $39 fee for support, which is almost half the cost of the printer, I want to see if I can get help elsewhere. grandpaw

Discussion is locked

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Need modem or no?
Apr 26, 2005 8:00AM PDT

First, let me say that I got this printer at a considerably reduced rate when I bought my Dell 2400 computer.

A PC magazine says that this printer comes with software that enables me to sens a fax via the computer modem. This also what the fax instructions say. But CNET says I need a separate fax modem.

Maybe someone knows which is right. Though perhaps it doesn't make any difference since the darn thing won't send a fax using the PC modem.

But it still prints and scans in a way that is satisfatory to me, despite online comments that it is a bad, bad deal.

Anyhow, I'll see if anyone has a thought about what I might do to get it to send a fax using the PC modem.

grandpaw

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I know you're hoping to find someone with this Dell model
Apr 26, 2005 10:31AM PDT

but you might have to settle for less in the interest if just getting some basic responses. Yes, you need a modem. You also need fax software. The model you mentioned says it comes with fax "tools" but I don't know if this means fax software. Do you know if your modem has fax capabilities? If it does, you do not need a separate one. It's a matter of the software sending an initialization string to the modem which optimizes it for fax purposes. It will trim the speed to 14.4 for one thing. A fax is an image and it has its own format. It's not like sending a digital camera photo. The receiving device must be able to interpret the incoming digital data to print it properly so there are standards in place so sending/receiving devices can be universally understood. Anyway, you need software to convert the digitized image to fax format. You need fax software to communicate with the fax modem. These may come bundled. It does many things including dialing out and managing the transmission of the many blocks of data until all are gone, received and acknowledged. XP does have some fax capabilities but I've not used them. I know this might not add much to what you already know.

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Dell vs. grandpaw; the odds are a billion to one
Apr 26, 2005 9:45PM PDT

Thanks, Steven. I really don't care who the help comes from; I just thought it would need to come from someone who is familiar with this particular machine.

This printer is advertised as an all-in-one printer, it prints, copies, scans, and, well, "it faxes".

The installation CD for this printer recites on its label that it includes fax software. And the software produces the buttons to prove it. It says right on the button (okay, it's really beside the button), "Fax using PC modem". The problem is that they don't work.

The software has a button to click if you want to choose faxing using the PC modem. So it doesn't have it's own modem.

I thought yesterday that the several hours I have put in frustrating myself in the Dell support mall had been rewarded when I got in touch with a live person who is supposed to be an expert on this printer. But it's Dell who wanted the reward. It said that for $39 it could help me out. (It left out the maybe.)

So Dell sends me a printer which it says can fax, and the software needed to make it work, and then it says that its warranty doesn't cover the software. If it were to say that face to face with someone, it would want its rep to be a great big guy. But of course Dell is a mite taller than I am.

I plan on making more complaints and arguments to Dell, and at the same time I'll be complaining to the IRS to reduce my taxes. I expect more success at the IRS.

But my granddaughter taught me how to solve the problem. "Who needs a nasty old fax machine anyway?".

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I believe Dell printers are made by Lexmark
Apr 26, 2005 9:58PM PDT

I had an all-in-one similar to yours. I came with fax software call Fax Tools. I still use the software despite the fact I no longer have the printer.

You must install the Fax Tools software. Once that is completed, open the program. It will need to be activated through the internet. It is a painless process that requires you fill out some information. Once that is complete, you are good to go. When you press the fax button on the printer, it will activate the fax software program. You complete the information needed(fax number, person's name), and the fax is sent. You will need to have a fax modem and a phone line connected to your computer for this to work.

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A fax modem
Apr 27, 2005 11:26AM PDT

glb, you say that I need a fax modem but Dell says I don't. It says it will use the PC modem. Unfortunately, in my case it is lying. The Dell printer installation CD purports to install fax software, and when I open the printer software it indeed looks like the program is set up to send faxes via the PC modem. Trouble is, that doesn't work. But it's no big deal. I always have a few hours to waste talking to so-called support people. And frankly it is quite entertaining to get disconnected in the middle of a call and have to start from scratch with the next so-called support agent, which happened to me with each of the four so-called support agents I got on the so-called chat line that the so-called computer company Dell so generously provides. I expect that in the afterlife these support people are segregated from the general population in order to protect them. One day I'm sure the medical people will come up with a pill that will help deal with the withdrawal symptons from dealing with Dell "support" (so-called). grandpaw

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Dell is just lucky that
Apr 27, 2005 11:27AM PDT

it didn't make me mad.

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If that all in one unit doesn't have a fax modem
Apr 28, 2005 8:09AM PDT

you will need to use the computer's fax modem to send a fax. Like I explained in my other post, you need to install the fax software. Once the software is installed, you can use the fax button to fax. The all-in-one will scan the image and send the image to the fax program. Once it is sent to the fax program, you need to enter the proper information (name and fax number) then send it. The all-in-one does part of the process and the computer does the rest.

Do you have a fax number you can use to practice? It is an easy process to follow once you have done it. You need to remember this unit isn't a stand alone fax machine. If it was, it would have a place for you to plug in the phone line. Hope that helps.

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Solved, and a rant about Dell
Apr 28, 2005 8:34AM PDT

I finally got an email from Dell which helped. It turns out that the BVRP software I need to use the fax doesn't install from the Dell installation CD along with the other software. The email spells out how I have to install BVRP software. I did that and was able to fax.

I have a heck of a time negotiating the BVRP window but I can't find any kind of help that explains how to do it. But I expect with experience I'll be able to handle it.

There is nothing at all in the Dell manual about the BVRP software, nor have any of the several Dell agents I have chatted and emailed with mentioned it until this last email. Before that, the last Dell rep I talked to said he could solve my problem if I would pay a $39 fee. He did not mention BVRP.

I just found out that the only way to get Dell brand inkjet cartridges is through Dell's website or by phone. I tried to find out if the guy who programmed the Dell website is still in the mental hospital but couldn't. I ended up ordering by phone.

Thanks, glb, for you help. grandpaw

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One of the reasons Dell systems are so cheap....
Apr 28, 2005 8:58AM PDT

is the lack of support when you need it.

Let the buyer beware.

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Unfortunately, you're preaching to the choir
Apr 28, 2005 9:25PM PDT

But hopefully both my posts and yours may influence someone. Unfortunately, there is not much way for the buyer to beware. Consumer Reports won't let you know, nor CNET reviews or, as far as I know, any other such source. Of course, there are some evalutations of support quality now and then, but they conflict with each other and they are not readily found. And it seems like that no matter how bad a product is, it has its fans. After all, there are many thousands of Dell computers being sold, many to knowledgeable computer geeks. I doubt you can find a review place in which there aren't those who praise Dell products. It's too bad that companies don't do more to educate the public about the shortcomings of other companies. They do some of that with respect to their products, but I guess the reason they hold back on such things as support quality is that everyone is guilty to some extent. The only real way to find out about a company's support quality is costly and painful.

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It was the same way with the Lexmark
Apr 28, 2005 9:21AM PDT

I use to own. Fax Tools, which is the program name for the BVRP, is on the CD. You had to open or explore the CD to find it. I must have had better instructons with the Lexmark than you got with the Dell. Now that you know what to do, go fax something.

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I've got nothing against the folks in India
Apr 28, 2005 9:43PM PDT

But, like Mark Twain's death, there expertise is greatly exaggerated in some cases, such as mine. I talked to four different ones, one after another, and none of them told me to do what I finally did to get the OCR to working, that is, uninstall and reinstall. I learned that from CNET. And each of them failed to give me a case number, even though I asked each for one; with the last one, I started our conversation by telling him to give me a case number right away or I would hand up. He said he would but he didn't. We had some useless conversation for a while but I was disconnected from him (as well as the other three) before I brought up the case number business again. Dell said it was looking into that; I'm not holding my breath.

That BVRP display is about as understandable to me as instructions for building an atom bomb. (No, don't turn me over to the FBI, I'm not trying to build one). And the flimsy help page assumes it is talking to someone a lot smarter than me. I pressed the send button a number of times, the program went through its accustomed maneuvers, said transmission was complete, but when I went to the completed transmissions log it said there weren't any. But Kinko's called me the next day to say it had a fax for me, the one I sent. I don't know what happened to the several others I tried to send.

Sorry, but when it comes to computers, my expertise is in ranting.

grandpaw

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I don't know how to help you
Apr 29, 2005 8:30PM PDT

I find Fax Tools easy to use. The programs starts, you click where it says "send fax" and the next page is where you enter the name and fax number. Click on send then send again and it is on its way. I have frequently used fax numbers stored in the phone book and use it.

XP has a fax program that isn't installed by default. You can install it and use that fax program instead of Fax Tools.

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glb, I did send a fax
Apr 30, 2005 5:24AM PDT

The other day I got the BVRP Fax Tools window and was able to send a fax. I didn't know for sure that the fax had gone through until the next day when the recipient called me because the Fax Tools log did not show anything in the completed transmissions page. That happened again this morning.

The reason I said I didn't understand the BVRP window was the fact that I never could get the Completed Transmissions log to show a completed transmission even though I got the message on the progress window that the transmission was completed. So I kept sending fax after fax to see what happened, and the same thing happened each time.

Do you have any idea what I should do to see why the completed transmissions don't show up in the completed transmissions log? I presume I need to go to Dell support, though I'd rather go through burning fire.

I'd like to see how XP's built-in fax driver works but I don't know how to find out.

It used to be that in Control>Printers and Faxes I had only one item, the Dell A9820 printer. Then when I installed the BVRP fax software, that showed up as "Capture Fax BVRP". Then, today, a third one showed up simply entitled Fax. I presume that without knowing it I installed the XP fax software that you mentioned.

When I went to Properties on the XP fax icon, I went through a series which ended up with a note that the XP would take only one fax modem. I failed to note the steps I went through to get to that

But when I left clicked on the XP Fax icon, I got the Fax Configuration Wizard and went through the various steps it called for, ending up with the Wizard telling me I had completed it. One of the steps called for a TSID and a CSID number, but I don't know what they are or how I get them.

After that I got the Send Fax Wizard. I went through the process it called for for sending a fax and ended up with the Send Fax Wizard telling me I had completed the Send Fax Wizard. It said to click Finish to send the fax but when I clicked finish I got the Fax Console window. I didn't get any kind of notice that the fax was in fact sent.

Now, when I click on Properties for the XP Fax, I don't get the message that XP supports only one fax modem.

I don't know if I need to disable the BVRP software before I can try to send a fax via my A920 and the XP fax modem or what.

Maybe someone has a suggestion about that.

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It does show a record of a finished transmission
Apr 30, 2005 10:38AM PDT

both when the call is completed and if you go to fax outbox. When I send a fax, the color of the "window" changes from yellow to green. Plus, it has a text message that says transmission completed.

"Then when I installed the BVRP fax software, that showed up as "Capture Fax BVRP"."

Yes, that is your fax program.

"But when I left clicked on the XP Fax icon, I got the Fax Configuration Wizard and went through the various steps it called for, ending up with the Wizard telling me I had completed it."

You can have more than one fax program installed on your computer but, I wouldn't recommend it. Look how confused you are. To uninstall the Windows fax program, go to add/remove programs, windows components, uncheck the box next to fax then OK/Next/apply. This should uninstall the windows fax program.

I use Fax Tools everyday. I've had some problems with faxes not received but, I found out it wasn't from my end. The program shows a record of completed and failed transmissions. It is a nice feature.