Overview

Received faxes and outbound transmission reports are not received by the end-users.  This can occur most commonly after a migration of FaxMaker.  This article provides steps to take to resolve this issue.  

Diagnosis

Before continuing, ensure debug is enabled.  Review the first 4 steps in the Gathering Troubleshooter Logs for FaxMaker and reproduce the issue after the services restart. 

We will confirm using entries in the faxserver.gfi_log.txt (known as faxserver log in this article) file.   This log is located in the FaxMaker logs folder: C:\Program Files (x86)\GFI\FaxMaker\logs.

Transmission Reports

Open the log file with the text editor of your choice and search the term CreateFaxSentReport.  This is listed for each fax and will show the recipient of the transmission report and an OK if the report creation process was started without issue and that will be the last line recorded that deals with transmission reports.  If looking for a report for a specific fax, review the CreateFaxSentReport along with the timestamp at the beginning of the line.    

In the log excerpt below we see the attempt to create the report and the error on the following line.  

Received Faxes

This will be very similar to the transmission report as the search will be in the same log with a different term.  Search the term "AddRecipients() << ", without the quotes.  Above this in the log will show the service verifying routing information and adding users that should be receiving the fax.  The "AddRecipients() << " line should be the last line for applying the fax routing unless the error highlighted below is listed.  

The above errors show the transmission report or the received fax report could not be created.  

Solution

This can occur when FaxMaker is installed in a different location than it was before the migration, on the previous server.  Follow the steps below: 

1. Right-click the Start button and Run
   
   
2. Type Regedit and select OK
   
   
3. Navigate to the following Registry path:
   
   HKEY_LOCAL_MACHINE\SOFTWARE\GFI Fax & Voice\FAXmaker\Config\E2FG
   
   
4. Verify the paths shown in the keys, which are also listed below, match the path of the installation directory
   
   

   Example

   Current Installation path:  
   C:\Program Files (x86)\GFI\FaxMaker
   
   Registry settings paths:
   [HKEY_LOCAL_MACHINE\SOFTWARE\GFI Fax & Voice\FAXmaker\Config\E2FG] 
   indir = D:\Program Files (x86)\GFI\FaxMaker\in 
   outdir = D:\Program Files (x86)\GFI\FaxMaker\out 
   basedir = D:\Program Files (x86)\GFI\FaxMaker\client\mailbox 

   The installation path is not part of the paths listed in the registry location and when the faxserver service tries to write the file, it is attempting to write to a path that does not exist.

5. Change the registry paths to include the installation directory, as in the example listed below.  

Confirmation

Once the directory paths are corrected in the Registry, the transmission reports and received faxes will be sent to the correct recipients.