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Fax fails after sending the first page: W2k3, MS Fax, Brooktrout 8 line Fax board, Fax Transmission Error.

    Question

  • We recently upgraded our fax server, and have been getting reports of incomplete faxes since the change.

    We are using HP All in one devices, sending through the HP Digital Sending Software to MS Fax on Windows 2003 Enterprise. The server has an 8 line Brooktrout fax card in it, currently only 4 lines are active.

    This issue seems to affect only some fax recipients, not all.

    The complaint is that when users send a fax to some numbers, only the first page of the fax is received.  After the first page, the fax errors. On the fax server, the status shows "Retries exceeded" and "Fax Transmission error".

    Any idea what might be causing this issue?
    Monday, September 14, 2009 2:49 PM

Answers

  • Hi,

    Thanks for the update.

    The Communications Error 165means Resource not available.

    From your description, we can conclude that the fax server can work properly on your side. It should be a Fax device-related issue. If possible, please let the revipient replace the fax device on his side and check this issue again.

    Hope this helps.

    Friday, September 18, 2009 9:27 AM
    Moderator
  • Hi,

    Transmission errors to certain numbers can be a fault at the pots exchange, contact the telecoms supplier and ask them to perform a "line noise check"

    GL

    Sunday, September 20, 2009 12:04 PM

All replies

  • Hi,

    Thanks for the post.

    Based on your description, this issue may occur if the Fax device driver is incompatible with the new operating system.

    In this case, please first contact the manufacturer to update the latest version of driver to check it.

    Hope this helps.

    Tuesday, September 15, 2009 10:14 AM
    Moderator
  • Thank you for the suggestion.

    Our previous server was completely different hardware.  We were using 3 USB modems on a 2k3 standard box.  We bought the brooktrout modem card because it was supported with msfax and 2k3 server.  We had to upgrade to enterprise server due to the 8 modems on the card. 

    We did get download the modem software/driver directly, so it is the current version. 

    The odd part of this issue is that it only occurs when sending to certain destinations.  Most of our faxes go out just fine.  In one case, the recipient told us their fax machine shows an error of "Communications Error 165" on the error report, but I haven't heard of an error message from other recipients.
    Tuesday, September 15, 2009 2:24 PM
  • Hi,

    Thanks for the update.

    The Communications Error 165means Resource not available.

    From your description, we can conclude that the fax server can work properly on your side. It should be a Fax device-related issue. If possible, please let the revipient replace the fax device on his side and check this issue again.

    Hope this helps.

    Friday, September 18, 2009 9:27 AM
    Moderator
  • Hi,

    Transmission errors to certain numbers can be a fault at the pots exchange, contact the telecoms supplier and ask them to perform a "line noise check"

    GL

    Sunday, September 20, 2009 12:04 PM