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Knowledge Database

KB #9921 - Wrong appearance of fax messages or empty pages

Problem Description

Fax messages are shown as empty pages or with wrong appearance after Windows update.

Solution

If fax messages are displayed wrong or when faxes are displayed as empty pages, you should check if a Windows Update with release date 2021-03-09 or 2021-03-15 is installed on your system. This update includes a serious fault, that affects the correct processing of bitmaps for print jobs. This fault can furthermore negatively affect other components of the fax server (i.e. wrong screen display or faulty fax appearance for fax and email transmissons).
Depending on the Windows version you are using, the following updates are causing these problems:
Windows 10 Version 20H2 and Windows Server Version 20H2:
KB5000802, KB5001567: A hotfix is already available for these faulty updates. You can fix that problem by installing either the hotfix KB5001649 or the update KB5001330 (April 2021) or a newer update.
Windows 10 Version 2004 and Windows Server Version 2004:
KB5000802, KB5001567: A hotfix is already available for these faulty updates. You can fix that problem by installing either the hotfix KB5001649 or the update KB5001330 (April 2021) or a newer update.
Windows 10 Version 1909 and Windows Server Version 1909:
KB5000808, KB5001566: A hotfix is already available for these faulty updates. You can fix that problem by installing either the hotfix KB5001648 or the update KB5001337 (April 2021) or a newer update.
Windows 10 Version 1903 and Windows Server Version 1903:
KB5000808, KB5001566: A hotfix is already available for these faulty updates. You can fix that problem by installing either the hotfix KB5001648 or the update KB5001337 (April 2021) or a newer update.
Windows 10 Version 1809 and Windows Server Version 1809:
KB5000822, KB5001568: A hotfix is already available for these faulty updates. You can fix that problem by installing either the hotfix KB5001638 or the update KB5001342 (April 2021) or a newer update.
Windows 10 Version 1803 and Windows Server Version 1803:
KB5000809, KB5001565: A hotfix is already available for these faulty updates. You can fix that problem by installing either the hotfix KB5001634 or the update KB5001339 (April 2021) or a newer update.
Windows 10 Version 1607 and Windows Server 2016:
KB5000803: A hotfix is already available for this faulty update. You can fix that problem by installing either the hotfix KB5001633 or the update KB5001347 (April 2021) or a newer update.
Windows 10 Version 1507:
KB5000807: A hotfix is already available for this faulty update. You can fix that problem by installing either the hotfix KB5001631 or the update KB5001340 (April 2021) or a newer update.
Windows 8.1 and Windows Server 2012 R2:
KB5000848, KB5000853: A hotfix is already available for these faulty updates. You can fix that problem by installing either the hotfix KB5001640 or the update KB5001382 (April 2021) or a newer update.
Windows 8 and Windows Server 2012:
KB5000840, KB5000847: A hotfix is already available for these faulty updates. You can fix that problem by installing either the hotfix KB5001641 or the update KB5001387 (April 2021) or a newer update.
Windows 7 and Windows Server 2008 R2:
KB5000841, KB5000851: A hotfix is already available for these faulty updates. You can fix that problem by installing either the hotfix KB5001639 or the update KB5001335 (April 2021) or a newer update.
Windows Server 2008:
KB5000844, KB5000856: A hotfix is already available for these faulty updates. You can fix that problem by installing either the hotfix KB5001642 or the update KB5001389 (April 2021) or a newer update.
If the problem cannot be solved by installing the hotfix or when there is no hotfix or newer update available for your Windows version, it is recommended to uninstall the affected update and then once reboot the system. Further information about this failure can also be found on the Microsoft Support Page at https://docs.microsoft.com/en-us/windows/release-health/status-windows-10-20h2#1573msgdesc.