Overview

This article describes the resolution of an issue, which occurs when faxes in the FaxMaker monitor get stuck during document conversion, and eventually time out with an error:

1701: Document conversion timeout or Coverpage conversion timeout.

Environment

• GFI FaxMaker
• All supported environments

Root Cause

This error may occur due to the following reasons:

1. FaxMaker printer installation is corrupt.
2. The application that FaxMaker is using to convert a document may have an error during the conversion process.
3. FaxMaker has a native conversion engine for htm and html file formats for coverpage conversion. When those are added to the document conversion list, FaxMaker is not using the internal converter for these file types.

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Resolution

Based on the reason which caused the error, follow the respective steps to resolve the issue:

1. Corrupt FaxMaker Printer

   On the FaxMaker server, reinstall the GFI FaxMaker printer.

   Note: Please ensure that the FaxMaker services run with administrative credentials and not with the local system account.

    

2. Error in Conversion Application

   1. Log on to the GFI FaxMaker FaxServer with the user account that runs the GFI FaxMaker FaxServer service.
   2. Stop the GFI FaxMaker FaxServer service.
   3. Browse to the GFI FaxMaker root directory. Default installation path for a 32-bit system is C:\Program Files\GFI\FaxMaker, and for a 64-bit system is C:\Program Files (x86)\GFI\FaxMaker.
   4. Double-click fmserver.exe to run the GFI FaxMaker FaxServer service as a standalone application:
      
      
      
      
   5. Send a fax job that generates the 1701 document conversion error.
   6. Verify whether the GFI FaxMaker FaxServer prompts any errors or dialog window. Resolve the errors which are triggered by the standalone application.

      Note: GFI FaxMaker uses the print to shortcut* to convert attachments. If user prompts are encountered, a timeout will occur, and the 1701 error will be returned to sender.

      *The print to shortcut is typically installed with all document and file type applications. To check this, right-click the file in Microsoft Windows Explorer. If the option to Print is displayed, it means the association is present.

    

3. GFI FaxMaker Not Using Internal Converter

   1. Open the GFI FaxMaker configuration > Advanced > Document conversion > Properties and ensure that the values htm or html are not listed.
   2. If one or both items are listed, please remove them from the list.
   3. Close the GFI FaxMaker configuration and restart both GFI FaxMaker services.

Related article

Error 1701 - Document Conversion timed out

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