Blank pages

Q:
It has been working great for years, but now suddenly the last 3 weeks, for about everyday, some fax that we receive turns out blank or only the half page is showing. I have checked all the services on the Activefax server and I have also tried to reboot it but still the error remains.

A:
This could be caused by a problem with the phone line or a hardware problem of the modem. Have you already checked the menu Extras / Transmission Protocol to see if you get an error for such incomplete faxes?

–
Yvonne Thommen, Customer Service
ActiveFax Communication Group
a division of Horizon Solutions Inc

Horizon Solutions Inc
Toronto, Canada
mailto:support@activefax-distribution.com

The Fax Server is currently running as a service

Q:
When I click on the icon to bring up the window for configuration or to monitor it, I get a window that says:
The Fax Server is currently running as a service. Due to windows security restrictions, it is only allowed to communicate with the fax server in application mode .Do you want to switch the fax server from service mode to application mode now?

A:
This message is normal when running the fax server on a Windows 7, 2008 or Vista system. This is because of a security restriction in Windows that does not allow the service to directly interact with the desktop, so the fax server needs to switch to application mode when you open the user interface of the fax server.

Kind regards
Yvonne

–
Yvonne Thommen, Customer & Partner Support
ActiveFax Communication Group
a division of Horizon Solutions Inc

Horizon Solutions Inc
Toronto, Canada
mailto:support@activefax-distribution.com

-~-
ActiveFax Support English:

http://activefax.wordpress.com/about/

Download newest version (free):

http://www.activefax-distribution.com/e_download.php

Upgrade (more users):

http://www.activefax-distribution.com/e_kontakt_check.php

Mainpipe IQ Express

Q:
Active Fax will only run as an application and not service due to security restrictions and I would like to know how to configure things so it can run as a service as it did on our older machine. We have just purchased a new Mainpipe IQ Express so we could migrate to Server 2008 64 bit – from our old BrookTrout. It installed great and runs fine on Activefax 64 Windows 2008 Server right out of the box.

A:
You need to make sure that the ActiveFax service is configured to automatic startup in the Windows Service Control Manager in that case. The message that the fax servers needs to switch to application mode when you open the user interface of the fax server is normal.

–
Yvonne Thommen, Customer Service
ActiveFax Communication Group
a division of Horizon Solutions Inc

Horizon Solutions Inc
Toronto, Canada
mailto:support@activefax-distribution.com

How does ActiveFax dispatch incoming faxes?

Q:
I actually test ActiveFax server, and I want to know how faxes that come from external fax machine can be redirected to email users? Is it possible with any fax? Or it must be something special?

A:
You can configure this with the menu Extras / User Administrator / Modify / Notification. Take care to also configure the address of your mail server in the menu Communication / E-Mail in that case. Inbound faxes are forwarded in PDF by default then.

–
Yvonne Thommen, Customer Service
ActiveFax Communication Group
a division of Horizon Solutions Inc

Horizon Solutions Inc
Toronto, Canada
mailto:support@activefax-distribution.com

Brooktrout Fax Board

Q:
Recently we’ve been unable to fax to several fax number with the error message reported within the transmission log as shown above. We’re able to send a fax to the recipient using a standard fax machine, but
cannot through ActiveFax. We’ve verified the number, updated to the latest version of ActiveFax 4.18 and the latest Brooktrout drivers in hopes it would resolve the issue, however, it persists. Is there an additional setting which is needed to resolve this issue? It’s as if the modem isn’t attempting to contact the problematic number(s) and is failing very quickly. This is a occurring for select local and long distance numbers.

A:
I recommend to make sure that the number dialed by the fax board is correct. This can be checked in the menu Extras / Transmission Protocol when you scroll to the right to the field “Dialed Number” there. This field shows the fax number exactly as dialed by the fax board.

Q:
It is. That’s the first thing I checked and the number I manually dialed from our stand along fax machine which worked as expected.

A:
Which Brooktrout fax board and which driver version are you using? Normally Brooktrout fax boards are very reliable, so such an error is normally caused by a wrong fax number or a missing permission in the PBX. If there is a PBX, you should also make sure that you have permission to dial that number from the line connected to the fax board.

–
Yvonne Thommen, Customer Service
ActiveFax Communication Group
a division of Horizon Solutions Inc

Horizon Solutions Inc
Toronto, Canada
mailto:support@activefax-distribution.com

Invoice Mailing Set by fax

Q:
We would like to stream line the process and have an invoice mailing set for the end of the day each day. Is there a way to take these particular batches and send out a mass mailing of individual invoices to our clients? Also, if this cannot be done by mass mail, would individually work easier such as sending out an instantfax message? Would the only way to safe proof that each client receives the correct invoice be by going through each individual invoice one by one (there are anywhere from 20-30 invoices per day).

A:
If you are able to add data fields (codes with the recipients fax number or email address) to the print job for the invoices, it would be possible to automatically send such invoices by fax or email with ActiveFax. You can find an example for such data fields used in a Winword document at Program Files\ActiveFax\Server\Sample.doc.

–
Yvonne Thommen, Customer Service
ActiveFax Communication Group
a division of Horizon Solutions Inc

Horizon Solutions Inc
Toronto, Canada
mailto:support@activefax-distribution.com

2 fax lines using AVM Fritz ISDN

Q:
We’ve downloaded the trial version of ActiveFax. We are trying to configure it for using with AvmFritz ISDN PCI modem. The problem is that we cannot configure 2 lines for 2 different usbers. As we understood, we should configure a special user for every port and there define an e-mail, printer etc.. for every user. But in our case there is only one device, and we do not know how to „split” those two lines on ISDN for different users.

We tried the same with two analog PCI modems and it worked fine. But now we would like to use ISDN.

Could you send a link to manual or step-by-step instruction – how to configure 2 fax lines on one ISDN card for 2 users. We woud like to have a possibility using AvmFritz ISDN PCI modem receive an send faxes for 2 different users, so to recieve the faxes from each line to a special e-mail, and to send.

A:
When using ISDN, you have two channels (lines) with a single ISDN line. To automatically route faxes to different users, this is done through MSN (multiple subscriber number) or DID (direct inward dialing), so each user has a different MSN or DID number. To do routing that way, you just need to enter the different MSN or DID numbers in the menu Extras / User Adminsitrator / Modify.

–
Yvonne Thommen, Customer Service
ActiveFax Communication Group
a division of Horizon Solutions Inc

Horizon Solutions Inc
Toronto, Canada
mailto:support@activefax-distribution.com

Autoresponse Faxes

Q:
My company is being inundated with calls regarding orders that have been placed via fax and whether or not they have been received, processed or completed. i wanted to find a way to send out an autoresponse to those incoming faxes simply stating. “Thank you for contacting us, your fax was received and your request is currently be processed.” is there a way to do this automatically without having to send out individual faxes manually?

A:
I’m sorry, but an automatic return fax is not possible. In practice this would also be problematic, because the fax number of the sending fax machine is often incomplete.

What would however would be possible is that you automatically create a return fax in your application, once a new fax has been received. This can be done when you automatically export the transmission
protocol (either to a file or directly to a database table through ODBC) to check for new faxes. In your application you just need to create a new fax job and set the recipients fax number with data
fields then.

–
Yvonne Thommen, Customer Service
ActiveFax Communication Group
a division of Horizon Solutions Inc

Horizon Solutions Inc
Toronto, Canada
mailto:support@activefax-distribution.com

.fax insteat of .pdf

Q:
For some reason the faxes are saved as .FAX instead of .PDF which makes reading them impossible.

A:
Take care, the setting from the menu Communication / File System is used to import files to the fax server, so the originally created .TIF files are renamed by the import function to .FAX. I recommend to disable the automatic import in the menu Communication / File System in that case. The file format for the automatic export can be changed from TIF to PDF in the menu File / Export / Properties on the fax server.

–
Yvonne Thommen, Customer Service
ActiveFax Communication Group
a division of Horizon Solutions Inc

Horizon Solutions Inc
Toronto, Canada
mailto:support@activefax-distribution.com

Text fields

Q:
Does ActiveFax 4.18 provide a means to add floating annotations to inbound faxes? I’m looking for a faxing solution that will allow an inbound fax to be sequentially routed to several stations, with each station adding
text. The text would need to “float” and be updateable by each station.

A:
It would be possible to enter individual text in 3 free text fields in the More Settings tab of a fax when you double-click on a faxlist entry. As an alternative it would also be possible to write the text to the cover
page text field when adding a cover page to the message or it would also be possible to add text comments directly to the fax document with the menu View / Insert text into fax message. Such texts can be added or
modified by any station that has the permission to view the fax.

–
Yvonne Thommen, Customer Service
ActiveFax Communication Group
a division of Horizon Solutions Inc

Horizon Solutions Inc
Toronto, Canada
mailto:support@activefax-distribution.com