FAQs

Helpful answers to your questions.

Frequently Asked Questions

Getting Started

What is the Mainpine Fax Service Provider Software (IQFSP)?

The Mainpine IQFSP is a fax engine that was built by Mainpine to replace the default engine (FSP: Fax Service Provider) in the Microsoft Fax Service that is included in Microsoft Windows operating systems. IQFSP is only compatible with the Mainpine IQ Express boards. If a user of the Microsoft Fax Service and the Mainpine IQ Express boards installs and configures the IQFSP, the Microsoft Fax Service will support the advanced features of the Mainpine Fax boards. These features include V.34 high speed faxing, Error Correction Mode (ECM), and detailed fax session logging for support issues.

What additional features does IQFSP deliver in comparison to the default Windows Fax Service (FSP)?

ECM (Error Correction Mode), V.34 (33,600 bps fax speeds), DTMF routing, better logging of session communication and smaller image data.

I have a basic version of Windows Vista. Does it come with Windows Fax Service?

No. The basic version does not include Windows Fax Service. Windows Vista Business edition, however, does include Windows Fax Service (one fax line only).

Do any of Mainpine’s products work with Apple OS platforms or computers?

No. Mainpine does not currently support any Apple operating systems or hardware.

Which Microsoft operating systems come with Windows Fax Service and how many lines do they support?

One-line support: Windows XP Pro, Vista Business, Windows 7 and Windows 8

Four-line support: Windows 2003 and 2008 Server Standard editions.

>Unlimited lines: Windows 2003 and 2008 Enterprise and Server 2012 editions

I own a Mainpine IQ Express board and want to upgrade my Windows operating system. How can I tell if my board will work in the new OS?

If the serial number of the board you have begins with 0023-BF00 or in Device Manager the modems are called "IQ Express Fax Modem" then your board is compatible with all modern Windows operating systems. Otherwise, please inquire with our support department about compatibility and our Trade-Up program.

I own a Mainpine Rockforce fax board, does it support 64-bit Windows drivers?

No. Rockforce boards only support 32-bit versions of Windows.

What are my options if my Mainpine fax board is out of warranty?

Mainpine offers a rebate program for existing customers wishing to upgrade to new IQ Express hardware. If interested please see our Trade-Up program rebate form here.

Does the IQ Express ship with any accessories?

Yes. Be sure to look under the two side flaps of the IQ Express packaging. This is where the accessories are contained. Spare accessory parts can be purchased through resellers. Part numbers are listed here.

I need to contact your Technical Support Team. What are your hours of operation and what number do I call?

Our US-based support department is open 8am to 4pm, Pacific. Please call 1-866-363-6680 and choose option 2. Outside normal business hours please leave a detailed voice message with your contact information so that we may contact you later.

I am a reseller and would like to add your products to my line. How do I apply to become an authorized Mainpine reseller?

Please contact our distributor, SYNNEX Corporation, by calling 1-800-756-9888. You are also welcome to contact us and we can help with your reseller application. Please call 1-866-363-6680 and choose option 1.

Installation

Can I install my IQ Express fax card on a virtual machine?

Mainpine does not offer support for virtual systems. Mainpine does not test the IQ Express, drivers or IQFSP software on any virtual system environment. Virtualization does not lend itself well to a real-time application such as fax. Furthermore, emulation of serial drivers and modems has generally been a particularly rough spot for VM systems--in part because it is not feasible to "share" the hardware between different virtual machines on the same system. Mainpine does not recommend VM environments to its hardware customers as reproducability of reliable operations cannot be ensured. It is the responsibility of the virtual system developers to ensure perfect simulation of the real system.

Why doesn't my IQ Express fax card fit into the computer slot?

The IQ Express fax card works in any PCI Express (PCIe) slot as long as the motherboard BIOS has not restricted the PCIe slot for some specific purpose (such as for the video card). The IQ Express fax card is a PCIe device and is not interchangable with PCI or PCI-X. The IQ Express comes with a standard-profile bracket and included in the box is a low-profile bracket. The brackets are interchangeable.

What kind of phone lines work for faxing?

For best results, use direct analog lines (POTS). Do not use Voice-over IP (VoIP) or fax on a line with DSL or call waiting.

How do I use the cables that came with my IQ Express fax card?

The jack on the IQ Express that is farthest from the edge connector (the motherboard) has the odd-numbered ports. The jack nearest the edge connector has the even numbered ports. On the ends of the "Y" cables there are labels "1/2", "3/4", "5/6" and "7/8". If the "Y" cable is connected to the jack farthest from the edge connector, those ends correspond to the ports 1, 3, 5 and 7 and the others correspond to the ports 2, 4, 6 and 8. The 8-line IQ Express uses two eight-pin RJ61 jacks. The 4-line IQ Express uses two four-pin RJ14 jacks. Individual lines can be split out from those connectors.

Is DID supported?

Most PBX (phone systems) and channel banks (a digital line which is typically connected) have a feature where they can signal the DID digits to the analog device via DTMF after the analog device takes the line off-hook and before the call is bridged. The IQ Express supports this feature but will also need to be supported by the fax software application. This feature is not currently supported by Windows Fax Service.

Linux

What Linux-based fax software works with the IQ Express fax cards?

We reccomend HylaFAX+ for its reliability. It is the most supported Linux fax software available.

Where are the modem devices?

Look in the output stream of 'dmesg' for 'ttyS.'

Trouble installing Mainpine IQ Express fax card on Linux Ubuntu 10.10

Please report the output of the 8250 (serial) driver in your dmesg logs. This link may be of some assistance.

How do you get the serial driver to detect all the modems?

In your grub.conf or lilo.conf file, add "8250.nr_uarts=32" to the end of your kernel boot parameters and reboot. This configuration instructs the serial driver to look for up to 32 serial ports (often the default is four).

Are DID lines supported in Linux with the IQ Express Fax card?

Yes they are supported with HylaFAX+. The DID is a technology available on ISDN circuits and not analog. However, some PBX and channel banks ISDN hardware will relay that DID to the IQ Express fax card with DTMF digits after the analog device goes off-hook but before the originating call is bridged through. HylaFAX+ and the IQ Express fax card support this with the "SHIELDED_DTMF" CallIDPattern configuration. Please look for "SHIELDED_DTMF" here.

Trouble Installing

How do you install the Mainpine IQ Express fax card?

You can find an install guide here. If you need more help you can contact Mainpine Technical Support to set up an appointment for a remote connection.

How do you install the IQFSP?

You can find an install guide here. If you need more help you can contact Mainpine Technical Support to set up an appointment for a remote connection.

Getting errors during install

Uninstall IQFSP and IQ Express fax board. Reinstall in the following order: Mainpine fax board drivers, Fax service and then IQFSP.

Blue screen on reboot

Please update drivers. To request the most recent drivers, please fill out the form here.

Fax board not being detected in Device Manager

The PCIe slot is not recognizing the IQ Express fax card. Change to a different slot or place in a different machine.

IQFSP is not installing

IQ Express fax board needs to be installed (including drivers). Be sure that fax service is turned on. If you are still having trouble, check for installs that are conflicting with IQFSP.

Fax console cannot connect to the Windows fax printer

Uninstall IQFSP, uninstall fax server and reboot. Then install fax server followed by IQFSP.

Still need help installing?

Contact Mainpine Technical Support. Our U.S.-based support department is open 8am to 4pm, Pacific. Please call 1-866-363-6680 and choose option 2.

Faxing Troubles

IQ Express port missing in device manager

Make sure the firmware is 10.2.0.2 or higher. It is recommended to install IQFSP as some fax software may contain a bug that will render a port not present.

General fax communications problems (failures both sending and receiving)

Make sure that the line is not serviced by VoIP (Voice-over IP), that DSL signalling is not on the fax line, and that call waiting service is not on the fax line. Remove any machine that is sharing the line (example: credit card machine, fax machine, etc.). Check the line for any noise.

Fax service keeps shutting down and all the lines become inaccessible

Inside the fax service manager, if you are on a server OS, make sure that only the IQFSP Devices are configured for sending and receiving and that the IQ Express Fax Modems are not set to also send and receive as these will conflict and cause issues if both are enabled.

Not faxing out

Check to make sure your firmware is upgraded to 10.2.0.2 or higher. To request the most recent drivers, please fill out the form here. A dedicated line is required. Please verify that nothing is sharing the line with the fax server. Ensure that tone dialing is enabled and not pulse dialing. Make sure the line is not VoIP (Voice-over IP), fax on line with DSL or call waiting. Remove any machine that is sharing the line (example: credit card machine, fax machine, etc.). Check the line for any noise. Check to make certain that nothing else is using the ports. To check this, follow these instructions: Administrative Tools > Routing and Remote Access > Right-click on Ports and Properties.

Not faxing in

In the fax service manager, make sure faxes are set to receive. A dedicated line is required. Please verify that nothing is sharing the line with the fax server. Ensure that tone dialing is enabled and not pulse dialing. Make sure line is not VoIP (Voice-over IP), fax on line with DSL or call waiting. Remove any machine that is sharing the line (example: credit card machine, fax machine, etc.).

Image quality problems

Make sure you are using IQFSP in conjuntion with Microsoft Fax service. Image quality issues are a known problem with other fax software solutions. It is also recommended that you check the lines for noise.

Not faxing multiple pages

Make sure you are using IQFSP in conjunction with Microsoft Fax service. Issues with faxing multiple pages is a known problem with other fax software solutions.

Computer is not booting and I am receiving a PCIe training error

The BIOS is likely out of date and an upgrade may be necessary. If further diagnosis is necessary, please fill out a support request form here.

Print driver being listed as a faulting dll.

Use the Microsoft KB973640 patch and check to make sure you have firmware update 10.2.0.2. To obtain the latest firmware, please request this via the form here.

Still need help?

Contact Mainpine Technical Support. Our U.S.-based support department is available 8am to 4pm, Pacific. Please call 1-866-363-6680 and choose option 2.