Overview

The purpose of this article is to provide steps to take when you realize your FaxMaker server is not receiving faxes but sending is working correctly.   These steps will include directions to continue troubleshooting if you find your server is or is not receiving faxes.  

Environment

All FaxMaker installations.

Solution

When it appears that your fax server is no longer receiving faxes, the first step is to confirm your fax numbers have fax tone when called.  With a phone, call the fax numbers and see if fax tone is given when the call is picked up.

If your fax numbers do not have fax tone when called, verify in your PBX or call manager calls are routed to the fax server.  If that routing is correct, then verification between your provider and your PBX/call manager will be required.  

If your fax numbers do have fax tone when called, verify in the receive log that faxes are being received.  The receive log is located in C:\Program Files(x86)\GFI\FaxMaker\logs\rcvlog.fmlogger.txt.   Open the receive log in a text editor and verify faxes have been received successfully as they will show SUCCESS or FAILURE on each line.  

If the faxes are being received and successful, then routing needs to be reviewed and verified.  The faxes are not routing to the correct recipient article will provide instructions for verifying your routing configuration.  

If faxes are failing, the usual suspects for fax failures are handshaking failures error 54 and call failed error 46.  These articles can give guidance for troubleshooting these errors as well as instruct what information to provide to GFI Support if a ticket needs to be opened for further troubleshooting.  

Confirmation

Upon reviewing the information above, you will know if your fax server is or is not receiving faxes and the direction to continue troubleshooting to resolve the issue you are experiencing.