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

Article ID: 582
Last updated: 19 Mar, 2018
Applies from Application Suite 201x (any version)
to version Application Suite 2017.3.2

Applies to

Microsoft Windows Server 2008/2008 R2 and Microsoft Windows Server 2012/2012 R2 
 

Description

  • Stonefax 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 a bug of Windows Fax Service and PaperSize Configuration

Solution

  • Run "regedit" in StoneFax server and move to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Print\Printers\StoneFax\PrinterDriverData

  • Take note of the configured number in the PaperSize field
  • Go to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Print\Printers\StoneFax\DsDriver

  • Open "printMediaSupported"  field and count from the first one to the "PaperSizeNumber" line
  • It has to be "A4" format.
    If it is different, you have to change "PaperSizeNumber" field to point to "A4" accordingly.

Then follow this procedure:

  • Stop Stonefax from WEB interface (if not already stopped)
  • Rename the Windows fax service queue folder into a different name (for instance \_Queue )
  • This folder is normally located in:
    Windows 2008 & 2012: C:\ProgramData\Microsoft\Windows NT\MSFax\Queue
    Windows 2003: C:\Documents and Settings\All Users\Application Data\Microsoft\Windows NT\MSFax\Queue
  • Re-create the \Queue folder (empty) in the same position

  • Start Stonefax from Web interface

Article ID: 582
Last updated: 19 Mar, 2018
Revision: 2
Views: 302
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