Digital Fax status is undefined/stopped and won't start - Windows fax service crash with faulting module FXSTIFF.dll

Applies to

Microsoft Windows Server 2008/2008 R2, 2012/2012 R2, 2016/2019/2022
 

Description

• Digital Fax is in the undefined or stopped status.
  Trying to start the service from WEB interface or rebooting the machine does not fix the problem.
• Windows event registry reports an error (Application folder) like the following one:

The Fax Service encountered a problem and needed to close.
Error Code: 0x00000000
This error code indicates the cause of the error.
A Windows Error Report was generated with full details about the problem.
The Fax service will restart now.

Faulting application name: fxssvc.exe, version: 6.1.7601.17514, time stamp: 0x4ce7b339
Faulting module name: FXSTIFF.dll, version: 6.1.7601.17514, time stamp: 0x4ce7c672
Exception code: 0xc0000005
Fault offset: 0x000000000005c462
Faulting process id: 0x16c0
Faulting application start time: 0x01d105096a32fab8ù
Faulting application path: C:\Windows\system32\fxssvc.exe
Faulting module path: C:\Windows\system32\FXSTIFF.dll
Report Id: b4792b9c-70fc-11e5-a270-782bcb1ef55a

• The Windows fax service crashes immediately, once started

Cause

The problem is due to an issue with the Windows FaxService banner

Solution

• Open Fax Service Manager application
  
• Right click on Fax(Local) and select "Properties"
• Select "Outbox" tab
• Disable the "Include banner" option
  
• Click "Ok" 
• Check the status of the Imagicle Fax service from the web interface. If it's not running, start it and wait for approximately 30 minutes.
• After 30 minutes follow the same procedure to re-enable again the "Include banner" option
• Open a ticket with our support team to further investigate