Repeated failures and frustrations with FAXmaker
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Repeated failures and frustrations with FAXmaker - 30.Sep.2009 3:57:57 PM
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JCKAZ
Posts: 2
Joined: 30.Sep.2009
Status: offline
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Hello everyone and thanks in advance to anyone who can assist me.
I have inherited (new job) an undocumented v12 FAXmaker installation on 2000 Server which is used for both sending and receiving faxes through a brooktrout card.
I have constant outage issues with it and it's eating a lot of support time.
Currently faxes have stopped being received and the Fax form is also giving the C-0007 error for which none of the the 'knowledge base' suggestions have worked.
GFI FaxMaker Monitor, under MTA shows 146 items in Outbound queue.
The log window at the bottom for the MTA shows repeated lines of:
"No recipients found while creating report for upload."
along with
"fmgfidbptr_c::isfaxmakeruser _ UserUtil_IsFAXmakerUser failed."
The undeliverable folder is also full of these:
"Description: Access Denied. You are not a FAXmaker user. Please contact your FAXmaker administrator."
I know such verbose feedback should have enlightened me ages ago, but might someone break this down for me and point me in the right direction to resolving this? I inititally thought that perhaps the service log on has to also be a FAXmaker user. Done, but obviously not it.
Everyone who uses the client is a user in FAXmaker (from AD).
Yes, I know, total cluster.
Again, thanks in advance to anyone who can impart some clues.
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RE: Repeated failures and frustrations with FAXmaker - 1.Oct.2009 9:03:19 AM
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ernestbyrd
Posts: 227
Joined: 12.May2009
Status: offline
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In regards to the c-0007 error message being received, where is the GFI FAXmaker fax message form pointing (is it pointing to your Exchange box, your GFI FAXmaker server, ...)? Is there an Exchange server in your environment, and if there is, is GFI FAXmaker installed on the same box? Can you perform a "telnet ipaddressofGFIFAXmakerserver 25" and successfully send a message? If you cannot successfully telnet in the box, is your SMTP service running on the GFI FAXmaker server? Do you have any Antivirus/firewalls that could be blocking port 25?
Regarding messages in the GFI FAXmaker monitor -> Are your GFI FAXmaker services running using a domain administrative account? Do you have any Antivirus on the GFI FAXmaker server, and if so, are you excluding the GFI\Faxmaker directory from being scanned? Please reference: http://kbase.gfi.com/showarticle.asp?id=KBID003317.
Lastly, regarding the error "You are not a FAXmaker user". Is this a single domain environment, or multiple domains? Do you see any GUID strings under the GFI FAXmaker configuration -> Licensed users (random character strings)? If you do, please remove them, and restart the GFI FAXmaker services.
_____________________________
Ernest Byrd
Technical Support Representative - GFI Software - www.gfi.com
Web & Mail Security, Archiving & Fax, Networking & Security
Sales & Customer Service Tel: (888)243-4329 Support Tel: (919)297-1350
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RE: Repeated failures and frustrations with FAXmaker - 1.Oct.2009 10:27:33 AM
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JCKAZ
Posts: 2
Joined: 30.Sep.2009
Status: offline
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Thanks for the reply, Ernest.
We use hosted Exchange and use a virtual SMTP on another server for SMTP. Yes, I can telnet to it just fine and I know SMTP is working because incoming faxes do end up in the right mailbox on the hosted Exchange server, so I also know that port 25 isn't blocked.
Yes, the services are running under an account with domain admin permissions in a single domain environment.
There are no unresolved users in the registered users list.
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RE: Repeated failures and frustrations with FAXmaker - 2.Oct.2009 7:24:51 AM
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ernestbyrd
Posts: 227
Joined: 12.May2009
Status: offline
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Are you getting the c-0007 errors from all client machines or just a few? Please check the path: C:\Program Files\GFI\FAXmaker Client\logs for a file cdosmtp.. and look inside for errors. Are the clients configured to use smtp authentication, or just the IP of GFI FAXmaker and port 25? Does the above log file I specified show any cdo errors?
When you move the messages from the GFI\Faxmaker\in\undeliverable folder to another machine and attempt to view them, does it appear that the user that sent was a licensed GFI FAXmaker user? Do you have any errors under your GFI FAXmaker monitor -> message transfer agent? Are your Email2FaxGateway settings proper (pointing to the IP of your mail server, port 25)? Do you have the pop3 downloader in use?
How do the lines look under the GFI FAXmaker monitor (are they waiting for call, uninitialized ..)? Did you get a chance to check for any Antivirus exclusions that I specified/noted in that kbase article? For your messages that are stuck in the Queue, I would suggest removing any files from the GFI\Faxmaker\Sinkdrop directory, GFI\Faxmaker\out directory, GFI\Faxmaker\out\pending directory, and GFI\Faxmaker\process directory. You may also want to remove the undeliverable files from the GFI\Faxmaker\in\undeliverable directory. I would suggest delete any messages in these folders older than a week, and the more current ones, make aligned folders on the desktop and move the files to their correlated directories - this way you can redrop them in groups to reprocess. If these folders have a lot of fax jobs, it usually is a sign of Antivirus causing conflict with GFI FAXmaker.
Please keep me posted.
_____________________________
Ernest Byrd
Technical Support Representative - GFI Software - www.gfi.com
Web & Mail Security, Archiving & Fax, Networking & Security
Sales & Customer Service Tel: (888)243-4329 Support Tel: (919)297-1350
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