Overview

After upgrading and proceeding through the FaxMaker Configuration Wizard, you are using a Sangoma (formerly Dialogic) Diva fax Device and you realize FaxMaker is no longer functioning as expected.  This article gives steps to follow to help resolve this issue.  

Solution

The following items are commonly seen with Diva device issues after an upgrade or migration. 

Brooktrout Drivers

Sangoma Diva fax devices were previously known as Dialogic Diva or Eicon Diva cards (This will be referenced as just Diva in this article).  These are ISDN devices that use CAPI and are totally different than Brooktrout by Dialogic fax devices.  When upgrading or installing, several FaxMaker users have installed the Brooktrout by Dialogic drivers in addition to what is required for their Diva fax device.  In doing so, this will prevent the FaxMaker Fax Server service from starting and cause all faxing to stop. 

To verify if these drivers are installed open Programs and Features from Control Panel and confirm if the GFI FaxMaker Brooktrout TR1034 Drivers are installed, as shown below:

If you are using a Diva fax device, the Brooktrout drivers can be uninstalled.   Following the Uninstalling and Reinstalling the Brooktrout Drivers article will provide the steps to remove the Brooktrout Drivers.  

Configuring Fax Devices

When configuring fax devices, whether through the FaxMaker Configuration WIzard or in Lines and Devices in the FaxMaker Configuration, since the Diva devices are CAPI devices, CAPI devices must be selected.  Both of the scenarios above are shown in the screenshot below:

Diva configuration

The items listed below are all done in the Diva configuration and if assistance is required, Sangoma Support should be contacted.

Verify the driver version being used for the Diva device and update if yours is outdated.  The latest drivers can be downloaded from the Sangoma Website.  

If this was an upgrade or migration, you can copy the old Diva configuration from C:\Program Files\Diva Server to the new location.  This will transfer the previous working configuration to the new installation. 

If layer 1 errors are being given when testing from the Diva Configuration Tool, Verify the Switch Type of the lines is set to the correct setting for your ISDN type and location.  

Confirmation

After a review of the information above, issues with faxes resuming should be resolved.  If this is an issue with your Sangoma Diva device, then Sangoma Support should be contacted.  If you find there are call failures after faxing is restored, please review the Call Failed 46 Troubleshooting article for more information on this as well as how to open a ticket with GFI Support for this.