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

Posted on 2009-02-09
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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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Question by:smillion
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by:nappy_d
ID: 23590306
Are you ale to fax to the same number successfully from a different fax location?
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by:smillion
ID: 23590409
Nappy  d - Yes, we are able to fax to the same number successfully from a different location.

Thanks.
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by:nappy_d
ID: 23590472
Has anyone changed anything in your fax configuration, that you know of?
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smillion earned 0 total points
ID: 23590682
Nappy d - No, the fax configuration had not been changed prior to the issue occurring.

While trying to correct the issue, I did make the following changes to the Brooktrout BTCALL.CFG at the recommendation of Zetafax support

Modified ced_timeout from 4000 to 8000 (This is the length of time, in 10 ms units, to wait for a fax answer tone (CED tone) from a remote fax machine.)  

Modified busy_dt_ct from 1 to 10 (This tells the fax how many "samples" to take before deciding what kind of value is returned (i.e. is this really a Busy tone, Fax tone, Human Answered, or not Group 3 or G3, Group 2 fax? etc.).  This switch may also solve some problems where a "non-group 3 fax" or "group 2 fax" is detected, when the device may possibly be a Group 3 fax device.

Modified max_timeout from 0 to 600 (This is the maximum length of time, in 1 second units, that the API will delay waiting for activity to occur on a channel.  It will reset itself once this limit has been reached.)


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