Equisys technical notes

Technical guidance, explanations and fixes for our products

PRB: Word documents may not be rendered when Zetafax is run as a service on some systems

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ZTN1227

ID: ZTN1227

This Zetafax technical note applies to:

  • Zetafax 6.01 and later

Symptom

When the Zetafax server is run as an NT service on some systems, Microsoft Word documents fail to be rendered.

This problem may manifest itself in any number of the symptoms listed below. Every attempt has been made to make this list complete, however it is not exhaustive:

Faxes sent from Outlook that contain Microsoft Office attachments fail and are returned to the sender as 'Error rendering' or 'Fax rejected' and an error code.

Viewing the Zetafax server log or Monitor the following entries appear:

"**** STOLE (I) Conversion in progress for: FILENAME.DOC ****"

"**** STOLE (I) Conversion failed ****"

"**** STOLE (I) Message rejected ****"

Cause

The e-mail gateway relies on Word  to startup and print the attachment using standard print commands in non-interactive Windows sessions.  This problem occurs when Word stops responding to these commands.

Resolution

This document assumes you have followed the advice in Technical note "ZTN1025-HOWTO Reinstalling the Mail Rendering Subsystem driver".  This will confirm that the Mail Rendering Subsystem is correctly installed and the 'FAXCONVERT' feature is working as designed.

Confirm the Zetafax service account is valid for the domain. Log onto the desktop as the service's user account. Launch Zetafax server as an application from the Zetafax Program group instead of the service. Retry a previously failed fax and monitor the progress on the server. The associated application should now launch in the interactive session and automatically print the document to the Mail Rendering Subsystem.

References

For additional information, please see the following technical notes:

ZTN1025-HOWTO Reinstalling the Mail Rendering Subsystem driver.

Status

This has been identified by Equisys as a problem with the software versions given above on some systems.

Last updated: 25 September 2002 (GC/SV)

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