Confirmation Page prints even when fax isn't received
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Confirmation Page prints even when fax isn't received - 17.Apr.2008 12:28:12 PM
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sfryer
Posts: 8
Joined: 16.Apr.2008
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Hello everyone. I am having an issue where people sending us faxes is receiving a confirmation page but the fax never gets into our system.
I was able to find a thread that addressed it and I was following the advice from the GFI-staffer but I can't find the text file they referenced. Does anyone know where this text file is located, I did a search on the server but nothing turned up.
A copy of the staffers response is below, so you can see what they said and what we've tried for troubleshooting.
Help!
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Sven Berger
Hi idjones,
a positive transmission report is only received by the sender when the receiving device has acknoledged that the transmission is complete and successful.
If you have several users who say that they did receive a positive transmission report, but no FAX has been received by Faxmaker, then one of two scenarios are likely:
- the fax was received by Faxmaker, but could not be forwarded via email to the configured Faxmaker USers. In this case, have a look if you can find the missing faxes in "programs\gfi\faxmaker\in\undeliverable"
- Some other CAPI enabled device has intercepted the Fax before Faxmaker could "get a hand on it" and returned the positive transmission report. Prime suspects for this scenario are the RAS Service, or some other telephony services running on the Faxmaker machine and having access to the ISDN card.
Either way, you should be able to see if the fax was recieved by Faxmaker if you check in the "ISDN1B1.txt" DebugLog File.
_____________________________
Sven Berger
GFI Software - www.gfi.com
Messaging, Content Security & Network Security Software
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RE: Confirmation Page prints even when fax isn't received - 21.Apr.2008 10:28:57 AM
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Whargoul
Posts: 47
Joined: 7.Apr.2003
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In the faxmaker folder open the rcvlog and see if it shows the fax as received and what user it went to.
Also make sure they are nto being eaten by the Junk Fax Filter
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RE: Confirmation Page prints even when fax isn't received - 22.Apr.2008 8:36:35 AM
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sfryer
Posts: 8
Joined: 16.Apr.2008
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In our case we only have one user that it gets sent to; but we could not find the fax in the rcvlog but a copy of the confirmation.
We also do not have the junk folder set up, so all faxes would come through.
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RE: Confirmation Page prints even when fax isn't received - 22.Apr.2008 2:16:28 PM
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Whargoul
Posts: 47
Joined: 7.Apr.2003
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I do not quite understand what you mean by "we could not find the fax in the rcvlog but a copy of the confirmation" So the rcvlog does not show the inbound faxes? If you send a fax into it and watch the monitor, does the monitor even show any activity? Are you actually using an ISDN line?
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RE: Confirmation Page prints even when fax isn't received - 23.Apr.2008 8:11:54 AM
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sfryer
Posts: 8
Joined: 16.Apr.2008
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What I mean by that is we have people that have a fax confirmation paper stating that the fax was successful, but when you go and try to find that fax according to the confirmation page (date, time and fax number); it isn't there. I can't figure out why a confirmation would be sent if it doesn't show up on the rcvlog as failed or successful. Unless this has nothing to do with FAXmaker and it is the other person's fax machine.
The log does have activity, its showing up to date successful and failed faxes.
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RE: Confirmation Page prints even when fax isn't received - 28.Apr.2008 10:05:58 AM
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Whargoul
Posts: 47
Joined: 7.Apr.2003
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The only other thing I can thing of would be if there were a fax machine sharing the line intercepting the faxes. Aside from that you should probably get that debug log for the line going and check it or have gfi check it to see if it shows activity at the times the confirmation reports are showing.
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RE: Confirmation Page prints even when fax isn't received - 28.Apr.2008 4:13:04 PM
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JoeKern
Posts: 139
Joined: 28.Apr.2008
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Sfryer,
Based on the thread here I believe that you might want to check your GFI FAXmaker Configuration, under Advanced>>Junk Fax Filter. I believe that in here you may have it set to block all faxes that do not have a CSID set. If this is the case you would not see the fax show up in the rcvlog and only in a line debug as the other "GFI staffer" thread was requesting. I suggest that you remove this setting and restart both of your GFI FAXmaker services. The CSID would be the fax number that a person would assign their device. Most normal Fax machines either do not have this or users never bother to set it up. This is why it is possible that good faxes can get blocked. I hope this helps.
_____________________________
Joe Kern - JKern@gfi.com
Technical Support Representative - GFI Software - www.gfi.com Messaging, Content Security & Network Security Software
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RE: Confirmation Page prints even when fax isn't received - 28.Apr.2008 4:21:01 PM
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sfryer
Posts: 8
Joined: 16.Apr.2008
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Unfortunately when i spoke with a technical support representative I was told to check this feature and it is not enabled or has never been enabled.
Nor does selecting a line and clicking on the debug button. No log is created!
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RE: Confirmation Page prints even when fax isn't received - 29.Apr.2008 4:01:43 PM
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JoeKern
Posts: 139
Joined: 28.Apr.2008
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Sfryer,
Let’s check what Version and Build of the product you are running. Please open your GFI FAXmaker Configuration to the General node and click on Version Information. Tell me what the Version is and what the Build number is.
_____________________________
Joe Kern - JKern@gfi.com
Technical Support Representative - GFI Software - www.gfi.com Messaging, Content Security & Network Security Software
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RE: Confirmation Page prints even when fax isn't received - 1.May2008 8:05:21 AM
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sfryer
Posts: 8
Joined: 16.Apr.2008
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Version: 12.0
Build: 20051222
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RE: Confirmation Page prints even when fax isn't received - 2.May2008 3:13:58 PM
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JoeKern
Posts: 139
Joined: 28.Apr.2008
Status: offline
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Sfryer,
That is a pretty old build the current build of GFI Faxmaker12 is 20070131. You might want to upgrade to the latest build. Please be aware should something go wrong you will want to make sure that you have a current Support Contract should you need phone/email support.
1. Download the latest build from ftp://ftp.gfi.com/faxmaker12.exe
2. Open the GFI Faxmaker Configuration and expand down General and click on Licensing>>License Product. Then click on Enter key. Please copy out your key to a txt file.
3. Then stop the GFI Faxmaker services
4. Make a back up of the .\Program Files\GFI\Faxmaker directory.
5. Run the file downloaded in step 1.
6. This will "Uninstall your current build and "Reinstall" the new one leaving all of your settings.
7. When the install wizard is finished a Configuration Wizard will show up, please cancel out of this.
8. Please make sure your Key is still in the product and start the GFI Faxmaker Services.
I believe that you will have much better results with this build of the product.
_____________________________
Joe Kern - JKern@gfi.com
Technical Support Representative - GFI Software - www.gfi.com Messaging, Content Security & Network Security Software
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