Transmission errors Flashcards
Describe configuring fax transmission reports
FaxMaker notifies the sender of a fax/SMS message about the status of sent faxes/SMS messages by sending a transmission report. The report contains details of the fax/SMS transmission. Transmission reports for outbound faxes are only sent to the user who sent the fax.
The sending methods, XML API and WSAPI, do not have the option to send a transmission via email as all other sending methods do. There are several options for fax and SMS transmission reports as seen in the image below:
Transmission report options are accessed from the FaxMaker Configuration > Transmission Reports > Properties, as seen above.
The SMS tab also has options for SMS transmission reports. They are fewer than the fax options, but the SMS messages sent here do not carry attachments, and SMS messages are not as prone to failure as fax transmissions are.
FaxMaker also gives the option to print the transmission reports for outbound faxes. The email report is still sent when this option is enabled. The option for this is in the FaxMaker Configuration > Sending/Receiving Options > Sending tab. You can have successful or failed fax reports printed. This is not commonly used as most users using this software are under a security policy with PII (Personally Identifiable Information), and having the information that may be contained here could be a violation.
Describe how to troubleshoot FM transmission reports
We can track the transmission reports through the logs as we have done in previous lessons, first in the faxserver.log file. Here we see CreateFaxSentReport…OK. This means the report was created and deposited in the FaxMaker folder for the Message Transfer Agent to pick up and process.
We can also see the details of the transmission report in the notifications log; see the recipient and make sure it matches the sender in the faxserver.log file.
Here in the fmmta.log file, we can see the files being uploaded via SMTP.
Finally, in the smptpin.log file, we see the “Success - Message Uploaded” message.
Any errors given in any of the logs above will point out where the issue lies. Seeing an error in the faxserver.log file means the transmission report cannot be created.
In the fmmta.log and the smtpin.log files, there are SMTP errors which will point in the direction of the failure point. For example:
Error 550.5.7.1 Unable to Relay
This error is received when the authentication to the mail server is successful but the sending user does not have permission to relay. Verifying the sender’s permissions on the mail server and adding the sender as an alias to an admin user can aid in this issue.
A customer reports the following situation:
We have identified a number that we get a handshaking failure when we fax with GFI. I have a Wireshark capture that shows the session gets set up, but then we do not get any response from the remote site. When we call the number, we hear a pulse, not a tone like you would expect. I am assuming this is part of the problem. The number we are having issues faxing to is 123-456-7890. Other numbers work as expected.
Which of the following options states the appropriate next steps to investigate the issue?
Before troubleshooting handshaking and call failed errors, check with the customer if there are other senders that have issues sending faxes to the number in question, which would indicate a problem on the recipient’s end.
Troubleshoot the handshaking error first, before moving to investigate call failed errors. If all the settings in the FaxMaker’s configurations are correct, that would indicate an issue with the recipient’s system.
Troubleshoot the handshaking error first unless the customer uses a Brooktrout device, in which case call failed issues should be addressed first. If all the settings are correct, most likely there’s an issue with the recipient’s system.
Before troubleshooting handshaking and call failed errors, check with the customer if there are other senders that have issues sending faxes to the number in question, which would indicate a problem on the recipient’s end.
Customer:
We are having handshaking errors when sending faxes. L1 Agent (internal notes):
checked the line configurations, Max Speed is set to 19200.
What is the next step to troubleshoot the issue?
Set the “Max. speed” configuration to a lower value
Set the “Max. speed” configuration to the maximum
Lower the inbound rate for the problematic device
Set the “Max resolution” value to other than “Fine”
Set the “Max. speed” configuration to a lower value
A customer has the following question:
When exporting the XCAPI log, we are looking to see what the end reason error codes mean, in this case, we are looking at end reason 21.
What does that reason code mean?
Call rejected
Call suspended
Call resumed
Circuit out of order
Degraded service
Call rejected
A customer reported the following issue:
We have been experiencing issues with sending faxes. We keep getting error code 42 when we use your system. We are able to use a physical fax to send them to the same number but not your service.
The agent who contacted the customer noticed they are using a Mainpine IQ Express Fax board.
What are the line and modem settings involved in the solution of this issue?
DLE Code Method, Data Initialization String, Fax Class, Flow Control, Modem type, Voice Chipset
DLE Code Method, Fax Initialization String, Flow Type, Modem Class, Modem Control, Voice Chipset
DLE Code Method, Fax Class, Fax Type, Modem Chipset, Modem Initialization String, Voice Control
DLE Code Method, Data Initialization Control, Fax Type, Flow Method, Modem Class, Voice Chipset
DLE Code Method, Data Initialization String, Fax Class, Flow Control, Modem type, Voice Chipset
A customer opens a ticket with the following request:
I have 8 lines in our BrookTrout Card, 5 of them are configured to send.
I need lines 2, 3, 4, and 5 to send using the DID for line 1.
Check all the required steps to configure FaxMaker according to the customer’s needs.
Set the UseLocalIdForClip key value to 1 in the server’s registry.
Set the UseSenderFaxNumber key value to 0 in the server’s registry.
Set line 1’s number to lines 2 to 5 in their respective line settings.
Set the UseLocalIdForClip key value to 0 in the server’s registry.
Set the UseSenderFaxNumber key value to 1 in the server’s registry.
Set the UseLocalIdForClip key value to 1 in the server’s registry.
Set the UseSenderFaxNumber key value to 0 in the server’s registry.
Set line 1’s number to lines 2 to 5 in their respective line settings.
A customer reported the following situation:
We are having issues when sending out faxes. They are sending out but they are missing parts of the pages and sometimes half of the pages during transmission. It says completed successfully still. We are connecting the lines through an ADTRAN ATLAS 550. This is occurring with most of the faxes on this system.
Which of the following statement is correct regarding the issue in the customer’s environment?
The lines connected through the ADTRAN ATLAS 550 must have their speeds set to 9600, as that is the supported speed according to the device’s manual.
The lines connected through the ADTRAN ATLAS 550 must have their speeds set to 9600, tested, and gradually increased until the transmissions complete without errors.
The lines connected through the ADTRAN ATLAS 550 must have their speeds set to 14400, which is the recommended setting for FaxMaker installations.
The lines connected through the ADTRAN ATLAS 550 must have their speeds set to 14400, as that is the supported speed according to the device’s manual.
The lines connected through the ADTRAN ATLAS 550 must have their speeds set to 9600, as that is the supported speed according to the device’s manual.
A customer opened a ticket as follows:
Fax to email fails for a particular fax line. To reproduce the problem, I tried to send a fax to 3066643361@fax.sma.sk.ca which I have been able to do successfully in the past but now it fails each time.
And these are the notes of the agent who investigated the issue:
Unable to Send Faxes to a Specific Fax Number (3066643361) Other numbers are working as expected.
Used https://support.faxmaker.gfi.com/hc/en-us/articles/360016139240 for troubleshooting.
Also tried adding a prefix, changing the line speed, and changed line0 to “all users” instead of listed users.
I can query all 4 Mainpine entries in device manager.
Based on the information provided, locate the KB article that proposes a solution to the issue.
Paste the article URL in the field below.
https://support.faxmaker.gfi.com/hc/en-us/articles/360018492179-Faxes-Failing-When-Using-a-Mainpine-Fax-Board
A customer has the following request:
“We need to be able to send faxes to international numbers.
We have run through the setup instructions, but we are still failing when sending internationally.
We need to get this fixed asap.”
As the dial options configuration plays a vital part in this process, which of the following statements also must be considered?
FaxMaker can use any necessary characters in its dial string, but prefixes and dial strings may be provider and hardware dependent.
The prefixes defined in FaxMaker will always be used, not the ones of the PBX/call manager, regardless of provider or hardware model.
Dial strings cannot start with a ‘+’ (plus sign) as they need the prefix ‘01’ to be present before the international code number.
FaxMaker can use any necessary characters in its dial string, but prefixes and dial strings may be provider and hardware dependant.
A customer needs help with an issue where faxes are being partially received and containing garbled text.
That happens mostly from the same senders, but from random numbers too.
It’s been determined that the customer has a Brooktrout PRI card and their provider is AT&T.
Brooktrout logs show several errors as the ones below:
ltbtrt21.log(3062): 2020-08-26,10:43:56,689,1,”#00001c0c”,”#00002018”,”info “,”BrkLine21”,”fax_dev_c::receivefax _ BfvFaxEndReception failed [res.status = 4] [res.line_status = 5] [HNG_INVALID_POLLING_ATTEMPT (5)Hangup: Invalid Polling Attempt. (5)] [Hangup: Invalid Polling Attempt. (5)]”
ltbtrt22.log(150): 2020-08-24,07:56:14,936,1,”#0000045c”,”#00000854”,”info “,”BrkLine22”,”fax_dev_c::waitforcall _ BfvLineWaitForCall returned [res.status = 2] [res.line_status = 19] [APIERR_INVALID_DEST_ADDR] [Misc error: Destination address not found or invalid.]”
ltbtrt22.log(389): 2020-08-24,07:56:18,009,1,”#0000045c”,”#00000854”,”info “,”BrkLine22”,”fax_dev_c::waitforcall _ BfvLineWaitForCall returned [res.status = 2] [res.line_status = 0] [APIERR_UNCLASSIFIED] [Misc error: Unclassified error.]”
ltbtrt19.log(6524): 2020-08-26,08:27:53,657,1,”#00001c0c”,”#000014b8”,”info “,”BrkLine19”,”fax_dev_c::receivefax _ BfvFaxEndReception failed [res.status = 4] [res.line_status = 73] [HNG_T2_PNOTREC (73)] [Hangup: T.30 T.2 timeout, expected page not received. (73)]”
ltbtrt18.log(13535): 2020-08-26,11:53:54,483,1,”#00001c0c”,”#000010e8”,”info “,”BrkLine18”,”fax_dev_c::getinfoandtrain(Sending) _ BfvFaxGetRemoteInfo failed [res.status = 4] [res.line_status = 3] [HNG_NO_LOOP_CURRENT (3)] [Hangup: No loop current. (3)]”
ltbtrt18.log(13148): 2020-08-26,11:08:54,952,1,”#00001c0c”,”#000010e8”,”info “,”BrkLine18”,”fax_dev_c::receivefax _ BfvFaxEndReception failed [res.status = 4] [res.line_status = 105] [HNG_RCVD_DCN_COMREC (105)] [Hangup: DCN received for Command-Receive. (105)]”
logs\ltbtrt16.log(6850): 2020-08-26,10:16:58,526,1,”#00001c0c”,”#00000efc”,”info “,”BrkLine16”,”fax_dev_c::getinfoandtrain(Sending) _ BfvFaxGetRemoteInfo failed [res.status = 4] [res.line_status = 76] [HNG_RCVB_RSPREC_DCN (76)] [Hangup: DCN received in Response-Receive. (76)]”
ltbtrt15.bak(19339): 2020-08-26,11:15:42,341,1,”#00001c0c”,”#00001024”,”info “,”BrkLine15”,”fax_dev_c::getinfoandtrain(Sending) _ BfvFaxGetRemoteInfo failed [res.status = 4] [res.line_status = 11] [HNG_T1_TIMEOUT (11)] [Hangup: No answer, T.30 T1 timeout. (11)]”
ltbtrt15.bak(14561): 2020-08-26,10:17:29,999,1,”#00001c0c”,”#00001024”,”info “,”BrkLine15”,”fax_dev_c::receivefax _ BfvFaxEndReception failed [res.status = 4] [res.line_status = 75] [HNG_NORMAL_RCV (75)] [Hangup: DCN received in Command-Receive. (75)]”
Regarding the required configurations for a PRI interface, which of the following statements is correct?
The PRI configurations of the fax device have to meet those of the PRI provider.
PRI configurations are relevant only when the customer has a Brooktrout card.
When using a PRI interface, the protocol to be configured is always “T1 ISDN”.
“T1 ISDN” protocol must be set when using Brooktrout in conjunction with PRI.
The PRI configurations of the fax device have to meet those of the PRI provider.
A customer reported that their inbound faxes are not completed received. The agent that contacted them took the following notes:
FM v20 using Multitech modem
Almost all the inbound faxes are failing with handshake errors and rarely we see a fax succeed; receiving the fax but still fails with the handshake error
logs show readhdlcframe error and NO Carrier messages
all the faxes are able to reach up to Phase D and then fails right after that
reduced speed, toggled ECM to both settings, changed the Fax class to 1.0 and also 2.0 along with the hardware flow but still seeing same issues
customer is able to use a different fax machine connected to the lines and they are working
Which of the following options lists the line and modem settings that must be checked to fix the issue?
Class, DLE Code Method, Rings until answer, Data Initialization String, Max Speed
Rings until answer, Max Resolution, Class, DLE Code Method, Data Initialization String
Max Speed, Class, Fax Initialization String, DLE Code Method, Rings until answer
Class, DLE Code Method, Rings until answer, Data Initialization String, Max Speed
A customer opens a ticket stating that sending faxes no longer works. The error message 46 always occurs and the Send Log says “Fax sending failed” and “Call failed”. The customer has an ISDN faxing environment and a Bintec router. Which step do you suggest the customer takes next?
Reboot the Bintec router and try to send faxes again.
Enable ECM on the Bintec router configuration.
Set the maximum speed in the ISDN device configuration.
Collect the XCAPI trace for the Bintec router connection.
Reboot the Bintec router and try to send faxes again.
A customer has raised the following support ticket:
Customer
The modem dials and sends page 1 but then when it gets to page 2 it goes into negotiating and eventually timeouts.
Agent internal notes
I reproduced the issue in a remote session and captured these logs
2020-09-23,07:46:11,451,1,”#00000b48”,”#000019e4”,”info “,”fax_COM10”,”-> ‘ATI9 ‘”
2020-09-23,07:46:11,529,1,”#00000b48”,”#000019e4”,”info “,”fax_COM10”,” 918433229968”
2020-09-23,07:46:11,683,1,”#00000ccc”,”#00000d94”,”info “,”notifications”,”CNotification::tagReplace:: description -> Failed to send fax : A timeout occurred”
2020-09-23,07:46:11,683,1,”#00000ccc”,”#00000d94”,”info “,”notifications”,”CNotification::tagReplace:: error_code -> 30”
2020-09-23,07:46:11,683,1,”#00000ccc”,”#00000d94”,”info “,”notifications”,”CNotification::ReplaceHelpTag - ErrorCode: 30”
Which KB article will you use to diagnose and resolve this issue further?
https://support.faxmaker.gfi.com/hc/en-us/articles/360015129800-A-Timeout-Occurred-30-and-Handshaking-failures-for-MultiTech-9234-series-modems
A customer has raised the following support ticket:
Customer:
When a user attempts to send an outbound fax, a transmission report states that the fax failed because a dial tone was not detected. Inbound faxes don’t seem to be impacted by this issue. Both the faxmaker server and the DMG1000 were restarted but the issue remains. Using an analog phone, the phone lines were tested and a dial tone can be heard.
Agent internal note:
In a remote session, after troubleshooting and comparing the configurations with a different, working DMG1000, I collected the following logs:
Successful transmission from the working DMG1000:
2020-09-30,14:11:06,623,1,”#000000a4”,”#000014f4”,”info “,”BrkLine00”,”fax_dev_c::sendfax _ dialling ‘2766644’”
2020-09-30,14:11:06,623,1,”#000000a4”,”#000014f4”,”info “,”BrkLine00”,”fax_dev_c::sendfax - setting calling party number to 966112766644”
Failed transmission from the other DMG1000:
“9/30/2020”,”3:50:06 PM”,”contact@example.com”,”Doe, John”,””,””,”TOM SAWYER”,””,”98993418”,”02:08”,”0”,”FAILURE”,”Failed to send fax : No dialtone”,”Line0”,””
2020-09-30,15:49:34,688,1,”#00000ff8”,”#00001084”,”info “,”BrkLine00”,”fax_dev_c::sendfax _ dialling ‘WT98993418’”
2020-09-30,15:49:34,688,1,”#00000ff8”,”#00001084”,”info “,”BrkLine00”,”fax_dev_c::sendfax - no calling party number was set”
Which KB article will you use to diagnose and resolve this issue further?
https://support.faxmaker.gfi.com/hc/en-us/articles/360015127900-No-Dial-Tone-Error-When-a-WT-is-Placed-in-Front-of-the-Dial-String-
