Overview

Faxes cannot be sent or received in a state where lines are not initialized successfully by the FaxMaker Fax Server service.

Workflow

Instructions

Stop the Fax Server service

You need to ensure that the attached fax device is active and responsive.

The first thing, before going through the steps below, is to stop the GFI FaxMaker Fax Server service.

Disable unused lines

In the FaxMaker Configuration Tool, disable the lines that are not actually in use for sending or receiving faxes.

Terminate stalled FaxMaker processes

Check the Windows Task Manager and make sure there are not any hanging instances of the FaxMaker installer. If you find any, just terminate them. This can be the case when you've attempted to run the installer more than one.

Query the device's status

Using 3rd-party apps:

1. Use a 3rd party application (e.g. HyperTerminal or Putty) to query the status of the fax modem / internal fax board using the following command: AT
2. If the modem/fax board does not reply with OK, then reset and reboot the attached fax device.

Using the Phone and Modem Options control panel:

• Open the Device Manager, find the modem and open its Properties.
• Choose Diagnostics > Query Modem.
• Check if the device responds to the AT command.

Disable/Reenable the device

Disable the device in the Device Manager, which may release the device/port from being in use.

Then, re-enable the device and query again. If it is now successfully queried, start the Fax Server service and check the monitor for the line status.

Reboot the server

Try rebooting the whole server and check the line status in the Monitor.

Reattach the device

Remove and reattach the device to its slot/port.

If a USB modem is in use, try plugging the modem into a different USB port and allow it to be re-initialized. If the COM port assigned has changed, re-detect the modem in FaxMaker Configuration > Lines/devices > Properties.

Check the CAPI profile

1. Use a 3rd party application (e.g. CAPI listener)  to read out the CAPI profile.
2. If the ISDN card does not reply to the CAPI request, then investigate whether the ISDN card is defective using the diagnostic tool provided by the ISDN card manufacturer.

Check the channels parameter

If the issue affects specific lines, like the last one, follow the Last line of a Brooktrout device does not initialize article to ensure the channels parameter is correctly set.

Check the Brooktrout license

Verify whether the Brooktrout SR140 license is accepted and valid.

Ensure post-upgrade configuration is in place

Follow the steps from the Verifying Brooktrout Configuration After Upgrade/Migration article if you're facing post upgrade or migration issues.

Follow the steps from the Brooktrout Lines Not Showing as Initialized After an Upgrade article and ensure the Boston Host Service is set to start automatically.

Check the device with the FDTool

Use the Dialogic Brooktrout - FDTool to verify whether the virtual lines can be initialized with their own fax diagnostic tool.

Note: Dialogic no longer supports any SDK prior to 6.7.0 (Included with GFI FaxMaker 2014).

Reinstall Brooktrout drivers

Ensure the drivers are not outdated or corrupt, by following the reinstalling Brooktrout drivers article.

Ensure network ports are exclusive for XCAPI

Ensure the network ports assigned for XCAPI (SIP or H323) are exclusive and not shared with any 3rd-party applications.

Ensure each controller has a unique IP

If multiple controllers have been configured within TE-Systems XCAPI, please ensure that each controller has its own unique IP address.

Test connection with XTest

Use the TE-Systems - XTest tool to verify whether you can establish a SIP / H323 connection with the gateway.

Test with proprietary tools

For a supported media gateway/router/box of LANCOM Systems, beroNet GBH or Bintec Elmeg, verify whether a test fax can be sent from their own diagnostic firmware.

Restart the Fax Server service

After performing the relevant steps, restart the Fax Server service and check the monitor for the lines' statuses.

Check for simultaneous access from 3rd-party apps

Ensure that no 3rd-party applications access the attached fax device at the same time as the FaxMaker Fax Server service does. It will result in the failure to initialize the lines.