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Generic File Error every time on the same fax-sender

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Generic File Error every time on the same fax-sender - 3.May2006 9:13:18 AM   
kaype

 

Posts: 48
Joined: 26.Sep.2005
From: Bremen
Status: offline 		Hi there ...

first of all, GREAT FORUM! i read this forum since several months, it helped me out on many issues ... but this one cant be solved without help.

We use Faxmaker V12 with 25 User Licences and 4 Lines on a Windows 2003 Small Business Server with 20 Clients.

Our ISDN Card is a AVM C4

Everything is working fine, since April 2004, we started with Faxmaker10 we recieved over 20.000 Faxes via Faxmaker and send much more then 5000 ... very nice Programm.

But now i found an issue, sometimes i got this "A generic file error occured" in the logs, i dont tought much about it, but now i saw that it is EVERYTIME on the same faxsenders ... i called the sender via Phone and he told me that he never get an errormessage from his fax.

how can this be? Is there any option i can make to solve this "problem", this faxsenders have no problem in sending their faxes to our old Fax Mashine.

Here are some Logentrys:

Erfolgreich means "Successful", FEHLER means "failed"

"16.02.2006","14:45:42","+49 40 50753095","00:38","1","Erfolgreich","Fax empfangen von +49 40 50753095","Line2"
"03.03.2006","14:49:53","+49 40 50753095","00:39","1","FEHLER","A generic file error occured","Line3"
"27.03.2006","13:12:25","+49 40 50753095","00:38","1","Erfolgreich","Fax empfangen von +49 40 50753095","Line3"
"11.04.2006","15:40:23","+49 40 50753095","00:39","1","Erfolgreich","Fax empfangen von +49 40 50753095","Line3"
"18.04.2006","14:05:59","+49 40 50753095","00:41","1","FEHLER","A generic file error occured","Line2","",""
"21.04.2006","08:59:34","+49 40 50753095","00:39","1","Erfolgreich","Fax empfangen von +49 40 50753095","Line2"
"25.04.2006","10:59:55","+49 40 50753095","00:40","1","FEHLER","A generic file error occured","Line2","",""
"25.04.2006","11:00:52","+49 40 50753095","00:40","1","FEHLER","A generic file error occured","Line3","",""
"25.04.2006","11:01:48","+49 40 50753095","00:38","1","Erfolgreich","Fax empfangen von +49 40 50753095","Line2"
"27.04.2006","14:59:25","+49 40 50753095","00:40","1","FEHLER","A generic file error occured","Line2","",""
"27.04.2006","15:00:17","+49 40 50753095","00:39","1","Erfolgreich","Fax empfangen von +49 40 50753095","Line3"
"28.04.2006","15:10:02","+49 40 50753095","00:40","1","FEHLER","A generic file error occured","Line3","",""
"02.05.2006","12:12:14","+49 40 50753095","00:40","1","FEHLER","A generic file error occured","Line2","",""

this are the logs of the one sender wich got the Problems, how can i solve this problem, is it OUR Problem, i think it is because the sender got no error on his faxmashine? I got 1-2 other costumers who cant fax to our Faxmaker12 Server resolving the same problme as above.

As you can see it has nothing to do with the Line, Time or whatever ... sometimes it worked out fine, sometimes not ... the sender got EVERYTIME a Success...he told me, this is abolutly inacceptable ... the sender tought we got the fax but nothing happend ...

There had to be a solution on this problem ...

thanks for any idea...

greetings, Fabian / Bremen / Germany ...
Post #: 1
RE: Generic File Error every time on the same fax-sender - 4.May2006 12:34:51 PM   
kaype

 

Posts: 48
Joined: 26.Sep.2005
From: Bremen
Status: offline 		Now i switched on the option to disable ECM if used on each ISDN Line in the Faxmaker Configuration ...

Maybe this can help?

There is no newer AVM ISDN Driver für my C4 an in this Forum i only read about this "A Generic file error occured" in combination with a Eicon Diva ISDN Adapter.

Someone got an idea?

(in reply to kaype)
Post #: 2
RE: Generic File Error every time on the same fax-sender - 5.May2006 4:58:49 AM   
kaype

 

Posts: 48
Joined: 26.Sep.2005
From: Bremen
Status: offline 		this didnt help ... :(

PLEASE GFI ... give me a hint what this problem can be ... i found another posting in this forum where someone got the same issue on a C2 Card ... but there is no solution for this issue.

Can a send Errorlogs somewhere? how to get the errorlogs except the normal logfiles?

this problem has to be solved very quikly!

greetings, Fabian

(in reply to kaype)
Post #: 3
RE: Generic File Error every time on the same fax-sender - 5.May2006 6:54:56 AM   
Mark Busuttil

 

Posts: 4836
Joined: 16.Oct.2005
Status: offline 		Hi Kaype,

Can you please send us your troublehshooter files as indicated in the following link:
http://forums.gfi.com/Read_this_first/m_900727071/tm.htm

Please Note: It is important that you reproduce the issue.

Please send us an email to forums@gfi.com with reference to your this thread and files that you have uploaded

Thank you

_____________________________

Regards,
Mark Busuttil

GFI Software Ltd - www.gfi.com
Messaging, Content Security & Network Security Software
GFI: MailEssentials - MailSecurity - MailArchiver - FAXmaker - LANguard – WebMonitor

(in reply to kaype)
Post #: 4
RE: Generic File Error every time on the same fax-sender - 5.May2006 7:19:10 AM   
kaype

 

Posts: 48
Joined: 26.Sep.2005
From: Bremen
Status: offline 		Hi Mark,

thanks for your answer, i enabled the debug mode an now i am waiting for the next time this issue appears ... then i will upload the debug information to the ftp.

greetings, Fabian

(in reply to Mark Busuttil)
Post #: 5
RE: Generic File Error every time on the same fax-sender - 8.May2006 9:20:19 AM   
Mark Busuttil

 

Posts: 4836
Joined: 16.Oct.2005
Status: offline 		Please advise us when you have uploaded your troubleshooter files by sending an email to forums@gfi.com.

Thank you

_____________________________

Regards,
Mark Busuttil

GFI Software Ltd - www.gfi.com
Messaging, Content Security & Network Security Software
GFI: MailEssentials - MailSecurity - MailArchiver - FAXmaker - LANguard – WebMonitor

(in reply to kaype)
Post #: 6
RE: Generic File Error every time on the same fax-sender - 8.May2006 5:30:40 PM   
kaype

 

Posts: 48
Joined: 26.Sep.2005
From: Bremen
Status: offline 		i will do so, but today no error occured ...

i switched on the debuging on Friday, since then no error occured :/

as soon as a error occur i will upload the Troubleshotterfiles an will advise you via email.

greetings, Fabian

(in reply to Mark Busuttil)
Post #: 7
RE: Generic File Error every time on the same fax-sender - 13.May2006 7:30:13 AM   
kaype

 

Posts: 48
Joined: 26.Sep.2005
From: Bremen
Status: offline 		Hi again,

the whole Week no error occured. I should be happy about this, but i dont know why.

I also updated the Antivir server from Norton Antivirus Corporate v9 too v10 an re-set the Directorys wich are not scanned for virs to the Faxmaker workingdir. and the whole incoming/outgoing Fax Dir.

Can this be the source of this error, that the old v9 did not have an exception on these directorys?

Hopefully the error is gone ...

if not i´ll will upload the logs as soon as the error occur.

greetings Fabian

(in reply to kaype)
Post #: 8
RE: Generic File Error every time on the same fax-sender - 16.May2006 1:35:16 PM   
kaype

 

Posts: 48
Joined: 26.Sep.2005
From: Bremen
Status: offline 		Hi Mark Busuttil

today the error occured once again after i called the custumer who got this problems and asked him to fax us three time on the same number, everytime the error occured.

I made the Troubleshooterfiles and uploaded them to your FTP ... please take a look.

I switched the Lines sometimes today so and got that issue on severel ISDN Lines ... maybe this could help too.

i cut the send & recieve logs a little, i think only the logs of today are interesting, also the sendlogs are not of any interest ... the zip where realy big with this logs :/

just wait to hear from you...

greetings, Fabian

< Message edited by kaype -- 16.May2006 1:36:29 PM >

(in reply to kaype)
Post #: 9
RE: Generic File Error every time on the same fax-sender - 18.May2006 5:33:19 AM   
kaype

 

Posts: 48
Joined: 26.Sep.2005
From: Bremen
Status: offline 		Any news about this error? :-/

(in reply to kaype)
Post #: 10
RE: Generic File Error every time on the same fax-sender - 18.May2006 7:25:58 AM   
owunderlich

 

Posts: 3
Joined: 18.May2006
Status: offline 		We are facing the same problem. It occures several times a day and not only with the same remote sender.

What we have checked/changed with GFI Support:
- Faxmaker build is current
- Adapter is 2 x AVM B1 v4 (and configured correctly in Faxmaker config)
- Virusscanner uninstalled from Faxmaker machine
- Service Account of Faxmaker Services is now Domain Administrator

FOR GFI Support: Our Ticket ID Is [CID: 51887] - may help...

So long...

(in reply to kaype)
Post #: 11
RE: Generic File Error every time on the same fax-sender - 18.May2006 9:54:40 AM   
Mark Busuttil

 

Posts: 4836
Joined: 16.Oct.2005
Status: offline 		we are still investigating this issue, can you please send us your troubleshooter files as described in the following link:

http://forums.gfi.com/Read_this_first/m_900727071/tm.htm

Please Note: It is important that you reproduce the issue.

Please send us an email to forums@gfi.com with reference to your this thread and files that you have uploaded

Thank You!

_____________________________

Regards,
Mark Busuttil

GFI Software Ltd - www.gfi.com
Messaging, Content Security & Network Security Software
GFI: MailEssentials - MailSecurity - MailArchiver - FAXmaker - LANguard – WebMonitor

(in reply to owunderlich)
Post #: 12
RE: Generic File Error every time on the same fax-sender - 18.May2006 4:32:24 PM   
kaype

 

Posts: 48
Joined: 26.Sep.2005
From: Bremen
Status: offline 		maybe it is an problem with the AVM Driver? :/

(in reply to Mark Busuttil)
Post #: 13
RE: Generic File Error every time on the same fax-sender - 19.May2006 7:35:09 AM   
owunderlich

 

Posts: 3
Joined: 18.May2006
Status: offline 		I dont think so. I read a post, that users with Eicon Diva cards have the same problem. Watch this post:
http://forums.gfi.com/A_generic_file_error_occured/m_900732630/tm.htm

I also had the problem with the driver shipped with the B1 Controller. Now the driver is current build but nothing changed.

Are you using your Faxmaker behind a PBX? We do. All our incomming calls that starts with an 1 are routed to the Faxmaker Server S0


(in reply to kaype)
Post #: 14
RE: Generic File Error every time on the same fax-sender - 19.May2006 11:43:22 AM   
kaype

 

Posts: 48
Joined: 26.Sep.2005
From: Bremen
Status: offline 		yep,

our c4 is also behind a pbx with a similar routing. but i dont think is has anything to do with the pbx because we got the problem only with 1(!) custumer at the moment. everything else is fine. Last Week i got no error at all.

Today i send a new ISDN Log to GFI where the error just occur, hopefully this will help.

greetings, Fabian

(in reply to owunderlich)
Post #: 15
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