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Received faxes are not delivered to the user inbox

Author: Luis Fernandes

Answer

PROBLEM

After a fax has been received, it will not be delivered to the user email inbox configured under the routing section of GFI FaxMaker configuration.

ENVIRONMENT

  • GFI FaxMaker
  • all supported environments

SOLUTION

  1. Verify first whether the inbound fax was received successfully by viewing the log file rcvlog.txt. This file is accessible from the GFI FaxMaker monitor > Queued faxes and select the button View logs.
  2. Verify also whether the received fax was uploaded successfully on the configured email server by viewing the log file smtp_in_log.txt. This file is accessible from the debug logs folder of GFI FaxMaker installation ..\GFI\FaxMaker\DebugLogs
  3. Once (1) and (2) are satisfied, then check the user credentials specified for GFI FaxMaker Message Transfer Agent. Start > run > services.msc
  4. Locate the GFI FaxMaker Message Transfer Agent service and ensure it is started and running.  This service should be set to the value Automatic..
If the GFI FaxMaker Message Transfer Agent service is running, it may be necessary to review the Email2FAXGateway configurations in the GFI FaxMaker configuration.  To review the Email2FAXGateway settings:
  1. Open the GFI FaxMaker configuration and navigate to the Email2FAXGateway node, then select properties
  2. Verify the settings under the SMTP Connector tab for the Mail Server, port, and any authentication in use
    • Note: From GFI FaxMaker v14.3 and later there is a send test email option available under the SMTP connector tab.  Use this to send a test email to a licensed GFI FaxMaker user. Please verify whether the email arrives successfully in the user email inbox.
  3. If any changes are made to the Email2FAXGateway settings, be sure to close the GFI FaxMaker configuration and restart the GFI FaxMaker Message Transfer Agent service for changes to take effect

CAUSE

Potential Causes
  • the credentials used for the GFI FaxMaker Message Transfer Agent service has changed
  • tThe Email2FAXGateway is not configured properly, or the relay settings on the defined mail server have changed

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