Overview

This article provides steps to diagnose and solve the issue of not receiving transmission reports.

Resolution Path

This troubleshooting guide provides a resolution path to follow to troubleshoot not receiving transmission reports. Start with the first step and proceed with the following steps as needed, depending on the outcome of each step.  

The troubleshooting steps will be as follows:  

• Verifying Transmission Reports are Configured Properly
• Verifying the Transmission Report is Created
• Verifying the Email2FaxGateway Settings are Correct
• Verifying the FaxMaker SMTP logs
• Verify Mail Server Settings for use with FaxMaker
• Final Steps

When not receiving transmission reports it is important to distinguish the type of transmission report.  Transmission reports for outbound faxes are configured to go to the sender of the fax only.  

Inbound fax transmission reports, which contain the fax, are configured by routing in FaxMaker to determine the recipient and use the same process for transport to the mail server as transmission reports.

Verifying Transmission Reports are Configured Properly

When transmission reports are not being received, first verify in the FaxMaker configuration to ensure they are configured properly.  The article Configuring the Fax Transmission Reports details this process.  

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. 

Verifying the Transmission Report is Created

Once it has been verified that the transmission reports are set up correctly, confirm in the faxserver.gfi_log.txt (known as faxserver log in this article) file it was created and was set to be sent to the correct user.   This log is located in the FaxMaker logs folder: C:\Program Files (x86)\GFI\FaxMaker\logs.

Open the log 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 was created without issue.  If looking for a report for a specific fax, review the CreateFaxSentReport along with the timestamp at the beginning of the line compared to when the fax was sent. 

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

The article Received Faxes and Transmission Reports are not Received by End-Users provides solution steps for this issue.  

Verifying the Email2FaxGateway Settings are Correct

In the FaxMaker Configuration > Email2FaxGateway, the settings and authentication are set for the mail server to which FaxMaker connects to deliver inbound faxes, outbound fax transmission reports and administrative emails.  The article Email2FaxGateway Mail Server Settings lists the settings on this tab in the configuration and instructs to submit a test email as well.  

If the test email is successful we will still review the logs in the next step since the reports that are being submitted to the correct person when a fax is sent, are still not making it to that person, but it does confirm the settings are correct.  

If the test is unsuccessful, verify the settings are correct and take note of the error, usually an SMTP error, that is given with the failure notice.  The FaxMaker Common Failures for the Email Connection Test article can give insight as to the reason for the failures and troubleshooting direction as will the mail server articles that will be listed in the next section.  

Verifying the FaxMaker SMTP logs

FaxMaker uses two logs for monitoring mail flow in and out of FaxMaker.  These and all other logs are located in the FaxMaker logs folder: C:\Program Files (x86)\GFI\FaxMaker\logs.  The SMTP logs are:

• smtpin.fmlogger.txt: (known as smtpin log in this article) Logs mail sent from FaxMaker to the mail server set up in the Email2FaxGateway in the FaxMaker Configuration.  
• smtpout.fmlogger.txt: Logs mail sent from users, either via the mail server or direct, to the FaxMaker server.  These emails are received by the IIS SMTP server which deposits the emails into the FaxMaker folder system for use.  This log will not be used in this troubleshooting process. 

Using the smtpin log we can confirm that the emails sent from FaxMaker, using the Email2FaxGateway settings were received by the mail server specified.  The smtpin.fmlogger.txt Log FIle Shows Failed Attempts to Upload Email article provides the steps to follow to review this log.  

Verify Mail Server Settings for use with FaxMaker

The mail server/system being used with FaxMaker must be set up to receive emails from FaxMaker and fax@faxmaker.com.  The articles FaxMaker Mail Server Settings and Configuring Office 365 for use with FaxMaker are for configuring your mail server ( Microsoft Exchange) and for configuring Office 365.  

Final Steps

If the above steps have failed to resolve the issue then opening a ticket with GFI Support will be the next course of action.  Be sure to follow the article Gathering Troubleshooter Logs for FaxMaker and upload the logging to the ticket as well for faster resolution. 

Confirmation

After proceeding through the steps and possible solutions above, and using the solution(s) that may apply in your scenario, the transmission reports will be received by the correct user.