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Why do I have an issue faxing to a particular number that was once able to receive faxes?

smillion
smillion asked
on
Medium Priority
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Last Modified: 2012-05-06
Overview of issue: We use Zetafax fax software with a Brooktrout fax card to send about a hundred faxes each day.  Of the many faxes sent, we repeatedly receive an error when sending to one particular fax machine, a Cannon ImageRunner 4570, at one location.

The issue has been occurring for about two weeks.  In the past, we were able to send to this number/machine without incident.

When the fax is sent via Zetafax, the log indicates that the message was not sent and the fax does not appear in the Zetafax Outbox.  The receiver receives three to four copies of each failed fax.  It appears that the communication between the two machines begins, however when the fax is about to complete, the communication is lost.  The receiver receives multiple copies of the fax, but the Zetafax Outbox shows no record of Fax being sent.

Zetafax support indicated that they believe there is either an issue with the modem on the receiving fax machine or a compatibility issue.  The receiving fax machine is able to successfully receive faxes from many other machines and the machine received faxes successfully and correctly up until two weeks ago without issue.

Any help, input or advice will be greatly appreciated.

Thank you.


Zetafax Transmission Report - logged entries
Date	Time	Action
02/08/09 00:12	Queued new message RES-NOTI:-'ZAPI001
02/08/09 00:12	Converting message RES-NOTI:-'ZAPI001
02/08/09 00:12	Converted message RES-NOTI:-'ZAPI001
02/08/09 00:12	Submitted RES-NOTI:-'ZAPI001 (Addr 1)
02/08/09 00:12  Attempting connection to phone number 1-xxx-xxx-xxxx
02/08/09 00:12  Attempting connection to phone number 1-xxx-xxx-xxxx
02/08/09 00:12	Waiting for connection
02/08/09 00:12	Error sending end-of-document
02/08/09 00:12	Connect time - 00:24, Pages - 0, Status - ERROR
02/08/09 00:13  Attempting connection to phone number 1-xxx-xxx-xxxx
02/08/09 00:13  Attempting connection to phone number 1-xxx-xxx-xxxx
02/08/09 00:13	Waiting for connection
02/08/09 00:13	Error sending end-of-document
02/08/09 00:13	Connect time - 00:23, Pages - 0, Status - ERROR
02/08/09 00:13	Device error sending message RES-NOTI:-'ZAPI001 (Addr 1)
02/08/09 00:13	Submitted RES-NOTI:-'ZAPI001 (Addr 1)
02/08/09 00:14  Attempting connection to phone number 1-xxx-xxx-xxxx
02/08/09 00:14  Attempting connection to phone number 1-xxx-xxx-xxxx
02/08/09 00:14	Waiting for connection
02/08/09 00:14	Error sending end-of-document
02/08/09 00:14	Connect time - 00:24, Pages - 0, Status - ERROR
02/08/09 00:14  Attempting connection to phone number 1-xxx-xxx-xxxx
02/08/09 00:14  Attempting connection to phone number 1-xxx-xxx-xxxx
02/08/09 00:15	Waiting for connection
02/08/09 00:15	Error sending end-of-document
02/08/09 00:15	Connect time - 00:23, Pages - 0, Status - ERROR
02/08/09 00:15	Device error sending message RES-NOTI:-'ZAPI001 (Addr 1)
02/08/09 00:15	Submitted RES-NOTI:-'ZAPI001 (Addr 1)
02/08/09 00:15  Attempting connection to phone number 1-xxx-xxx-xxxx
02/08/09 00:15  Attempting connection to phone number 1-xxx-xxx-xxxx
02/08/09 00:16	Waiting for connection
02/08/09 00:16	Error sending end-of-document
02/08/09 00:16	Connect time - 00:24, Pages - 0, Status - ERROR
02/08/09 00:16  Attempting connection to phone number 1-xxx-xxx-xxxx
02/08/09 00:16  Attempting connection to phone number 1-xxx-xxx-xxxx
02/08/09 00:17	Waiting for connection
02/08/09 00:17	Error sending end-of-document
02/08/09 00:17	Connect time - 00:26, Pages - 0, Status - ERROR
02/08/09 00:17	Device error sending message RES-NOTI:-'ZAPI001 (addr 1)
02/08/09 00:17	Failed    Fax fine: Reservation Desk, xxxxxx Hotel in xxx (1-xxx-xxx-xxxx)
02/08/09 00:17	Completed message RES-NOTI:-'ZAPI001 (1 failure)

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Commented:
Have you asked the phone company to run a trace test between your phone line and the line attached to the receiving machine?  It's possible that a switch that is in the path between your two systems is generating enough line noise as to cause the connection to fail during completion.  And, since it's only between your two locations, it would not necessarily cause any problems between your machine and others, or their machine and others.

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Commented:
knoxzoo,

The phone company has been running tests, but I am not certain exactly what types of tests they are running.  I will ask them specifically if they have run a trace test.

Thank you.

Commented:
Let us know what they report.  If they tell you nothing's wrong, but it suddenly starts working.....

Author

Commented:
knoxzoo,

The phone company ran tests which indicated that nothing was wrong with the lines.  I believed they even attempted to route the faxes in several different ways.

The faxes continued to fail after this.

Last week we quit attempting to send the faxes.

Thank you

Commented:
The only other thing I can think of would be the receiving unit running low on memory with the fax, or the rendering engine stumbling on part of a graphic.  Is your fax graphics intensive, or does it have a large amount of solid fill?  Have you tried sending a plain, one or two line text fax to them as a test?

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