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Troubleshooting "Pending" faxes in the Monitor

Author: Boris Moser Updated

Overview

When the FaxMaker Monitor shows a number of faxes in the Pending queue, there are some aspects that can be checked to solve the issue.

Workflow

fax-waiting-tkb.png

Instructions

Ensure the Faxmaker services are running

Check the Windows Services app and check if all the FaxMaker services are running:

gfi-fm-services.png

Restart the services to confirm they all load without issues.

Confirm the receiving numbers respond to fax connections

Call the problematic faxes' receiving numbers to confirm that they correctly respond to fax connections.

Reprocess the faxes in Pending folder

Try Reprocessing Faxes Stuck in the "FaxMaker\out\pending" Folder.

Check for other CAPI devices reacting to the call

This has been observed with CAPI devices and ISDN lines.

Check ISDN log files (ISDNxxx.txt) for occurrences of "Call failed because another line got the call". For example:

2022-01-10,09:54:29,546,1,"#00001768","#00001e74","info ","ISDN5B2.txt","<== DISCONNECT_IND, reason: 0x3304"
2022-01-10,09:54:29,546,1,"#00001768","#00001e74","info ","ISDN5B2.txt","==> DISCONNECT_RESP"
2022-01-10,09:54:29,546,1,"#00001768","#00001e74","info ","ISDN5B2.txt","Connection::setState: 'D_Disconnected'"
2022-01-10,09:54:29,546,1,"#00001768","#00001e74","info ","ISDN5B2.txt","Call failed - Disconnected found"
2022-01-10,09:54:29,546,1,"#00001768","#00001e74","info ","ISDN5B2.txt","Call failed because another line got the call"

This means another application or device got the same call. With an incoming call, the network passes the number called (MSN) to all devices on the ISDN line. The devices then react according to how they are set up, by ringing, ignoring the call, or answering the call. Only one device can answer the call in each case. The error occurs when several devices react to the call. The device that answers the call first gets the connection. No connection is established for the others.

Check if any other CAPI software or devices are interfering with these fax calls, like backup FaxMaker servers or applications in other servers that could interfere with fax functionality.

<supportagent>

Agents: for reference, see ticket #3576489.

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