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Fax Lines Uninitialized

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Fax Lines Uninitialized - 14.Feb.2006 12:02:23 PM   
CGalloway

 

Posts: 8
Joined: 10.Aug.2005
From: Kelowna, B.C., Canada
Status: offline 		We've been having an issue for about a month where our fax lines randomly become uninitialized. We have a Brooktrout TR 1034 +P2-2L fax card on a Windows 2003 server. I sent in an email request for support last Wed at 9:06AM but have not heard back from GFI on this issue and needless to say am extremely displeased with the lack of support. My only other option has been to stay on the the phone on hold for 30 min or more and I do not have time for that. I'm not sure if this is the best way to get through to support but I don't seem to have any other reasonable option at this point. Please assist as soon as possible. Thank you.

< Message edited by CGalloway -- 14.Feb.2006 12:25:20 PM >
Post #: 1
RE: Fax Lines Uninitialized - 15.Feb.2006 9:20:10 AM   
Patrizia

 

Posts: 8474
Joined: 18.Aug.2003
From: Malta
Status: offline 		CGalloway,

I have sent you a mail to the e-mail address you registered on the forums with regarding this issue.

_____________________________

Patrizia Caruana
GFI Software - www.gfi.com
Messaging, Content Security & Network Security Software

(in reply to CGalloway)
Post #: 2
RE: Fax Lines Uninitialized - 17.Feb.2006 6:14:22 PM   
apanayi

 

Posts: 3
Joined: 17.Feb.2006
Status: offline 		We are experiencing the same problems with the new Brooktrout TR 1034 4 line card. We have to restart the services, reboot the server and sometimes this doesnt even work. The option to intialise is grayed out. I dont want to wait on hold for 30 mins. Please help.

Thanks

(in reply to Patrizia)
Post #: 3
RE: Fax Lines Uninitialized - 20.Feb.2006 4:03:20 AM   
Patrizia

 

Posts: 8474
Joined: 18.Aug.2003
From: Malta
Status: offline 		apanayi,

Kindly send a set of debug troubleshooter files over to forums@gfi.com to allow us to investigate your issue ASAP.

_____________________________

Patrizia Caruana
GFI Software - www.gfi.com
Messaging, Content Security & Network Security Software

(in reply to apanayi)
Post #: 4
RE: Fax Lines Uninitialized - 22.Feb.2006 10:28:14 AM   
givmeabrek

 

Posts: 19
Joined: 7.Dec.2005
Status: offline 		Same problem here with the same setup.   This issue has been going on for three months for me.  Very irritating.  I have sent troubleshooting files to GFI support on multiple occasions.  The only response I can get is to wait for Brooktrout to update their drivers as they have identified the problem.  Don't know if this helps anyone or not.  Patience is wearing thin. 

Rich

(in reply to Patrizia)
Post #: 5
RE: Fax Lines Uninitialized - 22.Feb.2006 10:45:53 AM   
bsquared

 

Posts: 63
Joined: 14.Mar.2005
From: NC
Status: offline 		What problem has BrookTrout come up with - We have (2) 8-port TR1034 cards - We have just upgraded to the latest FAXmaker build and to the latest BrookTrout cards to troubleshoot this issue - Fortunatlely it has been a week and we have not had an occurance yet - But the problem we were having would be the lines would fail after about 10 days for no apparent reason -

I am interested in hearing what BrookTrout has found - What have they identified??

Thanks and look foward to hearing back on this issue -

(in reply to givmeabrek)
Post #: 6
RE: Fax Lines Uninitialized - 8.Mar.2006 11:15:47 AM   
givmeabrek

 

Posts: 19
Joined: 7.Dec.2005
Status: offline 		Here is the response I have from GFI quoting Booktrout:


"We have made some progress, but unfortunately, this has not been an easy problem to solve. Our debug firmware versions have provided us some information, but it is still not clear what the exact nature of the problem is.
I am not sure I have asked this before, but can you try a test to see if disabling V.34 makes the problem go away or not? You can just set "v34_enable" in btcall.cfg to 0 to do this. Also, how many channels do your customers load on their boards? For example, if they have an 8-channel TR1034 board, do they ever use only 4 channels of them and actually load only that many channels?"

I've disabled V.34 and am testing now. 

Rich

(in reply to bsquared)
Post #: 7
RE: Fax Lines Uninitialized - 8.Mar.2006 11:30:51 AM   
bsquared

 

Posts: 63
Joined: 14.Mar.2005
From: NC
Status: offline 		Now I have a new problem, just as you guys are describing - Random lines become uninitialized - Before the upgrade it was my "send" lines would just start to fail, not uninitialize, just fail -

Now the upgrade has created this problem -

The upgrade was the only option GFI would offer to fix the issue and I am frustrated to know they were aware of what looks to be a much more serious problem than what I had before - At least before I knew which lines would fail and had set up a monitoring vb app to poll the directory to notify me of problems quickly or faxes building up -

Now random lines becoming uninitialized w/o reason worries me that our incoming fax lines could unintialize during production giving me no indication of failure until it is reported that a line is not picking up or keeping the screen up all day, which I cant and wont do -

What exactly did they say disabling the v.34 would do??

I feel your pain guys and I hope we are all heard and taken seriously as to the seriousness of this problem -

Let me know how things go -

(in reply to givmeabrek)
Post #: 8
RE: Fax Lines Uninitialized - 8.Mar.2006 2:06:12 PM   
givmeabrek

 

Posts: 19
Joined: 7.Dec.2005
Status: offline 		I quoted all the info that I have.  I do know that disabling v.34 will reduce the connection speed to 14400 max.  Not a big issue with me as most connections seem to be at that speed or lower anyway and I'm not working with a large quantity of faxes.  I'm trying it anyway.  Beats doing nothing. 

Rich

(in reply to bsquared)
Post #: 9
RE: Fax Lines Uninitialized - 8.Mar.2006 2:13:51 PM   
bsquared

 

Posts: 63
Joined: 14.Mar.2005
From: NC
Status: offline 		Good luck - Unfortunately I am looking at a tremendous amount of faxes so let me know how that goes - I appreiciate you responding -

(in reply to givmeabrek)
Post #: 10
RE: Fax Lines Uninitialized - 10.Mar.2006 4:28:45 AM   
Patrizia

 

Posts: 8474
Joined: 18.Aug.2003
From: Malta
Status: offline 		Hello,

Can you please generate a set of debug log files and send them over to forums@gfi.com to allow us to investigate this further?

Kindly reference the url of this thread to avoid having to explain your issue again.

_____________________________

Patrizia Caruana
GFI Software - www.gfi.com
Messaging, Content Security & Network Security Software

(in reply to bsquared)
Post #: 11
RE: Fax Lines Uninitialized - 10.Mar.2006 8:52:47 AM   
bsquared

 

Posts: 63
Joined: 14.Mar.2005
From: NC
Status: offline 		I have the api-debug running or set to create a .txt file when the problem occurs next time - Until the problem occurs a debug log would not help I dont believe, would it? -

(in reply to Patrizia)
Post #: 12
RE: Fax Lines Uninitialized - 10.Mar.2006 9:40:34 AM   
givmeabrek

 

Posts: 19
Joined: 7.Dec.2005
Status: offline 		Just a note that disabling V.34 makes no difference other than lowering the speeds.  Same problem. 

Rich

(in reply to bsquared)
Post #: 13
RE: Fax Lines Uninitialized - 10.Mar.2006 10:30:22 AM   
bsquared

 

Posts: 63
Joined: 14.Mar.2005
From: NC
Status: offline 		Givmeabrek -

How often are your fax lines "uninitializing" themselves?? - Do all of your fax lines "uninitialize or just some?

(in reply to givmeabrek)
Post #: 14
RE: Fax Lines Uninitialized - 10.Mar.2006 2:01:15 PM   
givmeabrek

 

Posts: 19
Joined: 7.Dec.2005
Status: offline 		 
They uninitialize every few days or at least once per week.  I have four lines and it usually starts with one.  The others follow soon after until they are all bad.  Restarting the service usually fixes it until the next time.  It's an endless cycle. 

Rich

(in reply to bsquared)
Post #: 15
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