Troubleshooting Guide for Cisco Unity Connection Release 9.x
Troubleshooting Fax in Cisco Unity Connection 9.x
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Troubleshooting Fax in Cisco Unity Connection 9.x

Table Of Contents

Troubleshooting Fax in Cisco Unity Connection 9.x

Problems with Fax Delivery to Users in Cisco Unity Connection 9.x

Confirming That the SMTP Server Configuration Is Correct

Confirming That the POP3 Mailbox Name and Password Are Correct

Confirming That a Fax Is Delivered to Cisco Unity Connection

Problems with Fax Delivery to a Fax Machine in Cisco Unity Connection 9.x

Determining the Status of the Fax That Was Sent to a Fax Machine

Confirming That the POP3 Mailbox Name and Password Are Correct

Confirming That the SMTP Server Configuration Is Correct

Confirming That the Faxable File Types List Is Correct

Problems with Fax Notifications in Cisco Unity Connection 9.x

Problems with Fax Receipts in Cisco Unity Connection 9.x

Fax Receipts Are Not Delivered

The User Mailbox Is Filled with Fax Notifications

Problems with Printing Faxes in Cisco Unity Connection 9.x

Confirming That the Faxable File Types List Is Correct


Troubleshooting Fax in Cisco Unity Connection 9.x


See the following sections:

Problems with Fax Delivery to Users in Cisco Unity Connection 9.x

Problems with Fax Delivery to a Fax Machine in Cisco Unity Connection 9.x

Problems with Fax Notifications in Cisco Unity Connection 9.x

Problems with Fax Receipts in Cisco Unity Connection 9.x

Problems with Printing Faxes in Cisco Unity Connection 9.x

Problems with Fax Delivery to Users in Cisco Unity Connection 9.x

When faxes are not delivered to users, use the following task list to determine the cause and to resolve the problem. Do the tasks in the order presented until the problem is resolved.

Task List for Troubleshooting Fax Delivery to Users

1. Determine whether the fax is being sent by enabling the MTA micro trace (all levels). For detailed instructions on enabling the micro trace and viewing the trace logs, see the "Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems" section.

2. If the trace logs show that the fax was sent, investigate how the SMTP server handles faxes by enabling the SMTP micro trace (all levels). For detailed instructions on enabling the micro trace and viewing the trace logs, see the "Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems" section.

3. Confirm that the SMTP server configuration lists the IP address of the Cisco Fax Server and allows a connection. See the "Confirming That the SMTP Server Configuration Is Correct" section.

4. Check for the fax in the POP3 mailbox by connecting an email client to the POP3 mailbox.

Note that the email client must be configured to leave messages in the POP3 mailbox.

5. In the RightFax Email Gateway, confirm that the POP3 mailbox name and password are correct. See the "Confirming That the POP3 Mailbox Name and Password Are Correct" section.

6. On the network, confirm that the account for the POP3 mailbox is set to never expire the password. An expired password prevents faxes from being routed.

7. Confirm that faxes are delivered to Cisco Unity Connection. See the "Confirming That a Fax Is Delivered to Cisco Unity Connection" section.

Confirming That the SMTP Server Configuration Is Correct

To Confirm That the SMTP Server Configuration Is Correct


Step 1 In Cisco Unity Connection Administration, expand System Settings, then select SMTP Configuration > Server.

Step 2 On the SMTP Server Configuration page, on the Edit menu, select Search IP Address Access List.

Step 3 On the Search IP Address Access List page, confirm that the IP address of the Cisco Fax Server appears in the list. If not, select Add New to add the IP address.

Step 4 Check the Allow Connection check box for the IP address of the Cisco Fax Server, if it is not already checked.

Step 5 Select Save.


Confirming That the POP3 Mailbox Name and Password Are Correct

To Confirm That the POP3 Mailbox Name and Password Are Correct


Step 1 On the Windows Start menu, select Control Panel > RightFax Email Gateway.

Step 2 In the Email Configuration window, select the General tab.

Step 3 In the POP3 Mailbox Name field, confirm that the entry matches the SMTP address for the Cisco Fax Server on the System Settings > Fax Server > Edit Fax Server Configuration page in Cisco Unity Connection Administration.

Step 4 In the Mailbox Password field, confirm that the password is correct.

Step 5 In the Email Deliver Direction field, confirm that Both is selected.

Step 6 Select OK.


Confirming That a Fax Is Delivered to Cisco Unity Connection

To Confirm That a Fax Is Delivered to Cisco Unity Connection


Step 1 On the Windows Start menu, select All Programs > RightFax FaxUtil.

Step 2 In the RightFax FaxUtil window, in the left pane, select the user who will send the test fax.

Step 3 On the Fax menu, select New.

Step 4 In the Fax Information dialog box, select the Main tab.

Step 5 Under the Name field, select the drop-down arrow and select Email Address.

Step 6 In the Email Address field, enter the email address of the user who has the fax delivery problem.

Step 7 Select Save.

Step 8 In the right pane, note the status of the test fax as it is being sent.


Note To refresh the status display of the fax progress, press F5.



Problems with Fax Delivery to a Fax Machine in Cisco Unity Connection 9.x

When faxes are not delivered to a fax machine, use the following task list to determine the cause and to resolve the problem. Do the tasks in the order presented until the problem is resolved.

Task List for Troubleshooting Fax Delivery to a Fax Machine

1. Determine the status of the fax that was sent to a fax machine. See the "Determining the Status of the Fax That Was Sent to a Fax Machine" section.

2. Confirm that the fax is in the POP3 mailbox by connecting an email client to the POP3 mailbox.

Note that the email client must be configured to leave messages in the POP3 mailbox.

3. In the RightFax Email Gateway, confirm that the POP3 mailbox name and password are correct. See the "Confirming That the POP3 Mailbox Name and Password Are Correct" section.

4. On the network, confirm that the account for the POP3 mailbox is set to never expire the password. An expired password prevents faxes from being routed.

5. Confirm that the SMTP server configuration lists the IP address of the Cisco Fax Server and allows a connection. See the "Confirming That the SMTP Server Configuration Is Correct" section.

6. Troubleshoot how the SMTP server handles faxes by enabling the SMTP micro trace (all levels). For detailed instructions on enabling the micro trace and viewing the trace logs, see the "Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems" section.

7. If the trace logs show that the SMTP message was not sent, investigate how the fax is sent by enabling the MTA micro trace (all levels). For detailed instructions on enabling the micro trace and viewing the trace logs, see the "Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems" section.

8. Confirm that the file extension of the file that the user attempted to fax is included in the list of faxable file types. See the "Confirming That the Faxable File Types List Is Correct" section.

Determining the Status of the Fax That Was Sent to a Fax Machine

To Confirm That a Fax Is Delivered to the Cisco Fax Server


Step 1 On the Windows Start menu, select All Programs > RightFax FaxUtil.

Step 2 In the RightFax FaxUtil window, in the left pane, select the user who sent the fax to the fax machine, then select All.

Step 3 In the right pane, note the status of the fax and any problems that are reported.


Confirming That the POP3 Mailbox Name and Password Are Correct

To Confirm That the POP3 Mailbox Name and Password Are Correct


Step 1 On the Windows Start menu, select Control Panel > RightFax Email Gateway.

Step 2 In the Email Configuration window, select the General tab.

Step 3 In the POP3 Mailbox Name field, confirm that the entry matches the SMTP address for the Cisco Fax Server on the System Settings > Fax Server > Edit Fax Server Configuration page in Cisco Unity Connection Administration.

Step 4 In the Mailbox Password field, confirm that the password is correct.

Step 5 In the Email Deliver Direction field, confirm that Both is selected.

Step 6 Select OK.


Confirming That the SMTP Server Configuration Is Correct

To Confirm That the SMTP Server Configuration Is Correct


Step 1 In Cisco Unity Connection Administration, expand System Settings, then select SMTP Configuration > Server.

Step 2 On the SMTP Server Configuration page, on the Edit menu, select Search IP Address Access List.

Step 3 On the Search IP Address Access List page, confirm that the IP address of the Cisco Fax Server appears in the list. If not, select Add New to add the IP address.

Step 4 Check the Allow Connection check box for the IP address of the Cisco Fax Server, if it is not already checked.

Step 5 Select Save.


Confirming That the Faxable File Types List Is Correct

To Confirm That the Faxable File Types List Is Correct


Step 1 In Cisco Unity Connection Administration, expand System Settings, then select Advanced > Fax.

Step 2 On the Fax Configuration page, in the Faxable File Types field, note the file extensions that are listed.

Step 3 If the file extension of the file that the user attempted to fax is not in the list, enter a comma followed by the file extension and select Save.


Problems with Fax Notifications in Cisco Unity Connection 9.x

Confirm that fax notification from Cisco Unity Connection is enabled for the user. Do the following procedure.

To Confirm That Fax Notification Is Enabled for the User


Step 1 In Cisco Unity Connection Administration, expand Users, then select Users.

Step 2 On the Search Users page, select the alias of the user.


Note If the user does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and select Find.


Step 3 On the Edit menu, select Notification Devices.

Step 4 On the Notification Devices page, select the name of the applicable notification device.

Step 5 On the Edit Notification Device page, under Notification Rule Events, check the Fax Messages check box.

Step 6 Select Save.


Problems with Fax Receipts in Cisco Unity Connection 9.x

See the following sections, as applicable:

Fax Receipts Are Not Delivered

The User Mailbox Is Filled with Fax Notifications

Fax Receipts Are Not Delivered

Confirm that the prefixes for delivery receipts and nondelivery receipts (NDRs) are correct. Do the following procedures.

To Verify Prefixes for Delivery Receipts and Nondelivery Receipts on the Cisco Fax Server


Step 1 On the Windows Start menu, select Control Panel > RightFax Enterprise Fax Manager.

Step 2 In the Email Configuration window, select the General tab.

Step 3 In the left pane of the RightFax Enterprise Fax Manager window, select the name of the Cisco Fax Server.

Step 4 In the right pane, under Service Name, scroll down to RightFax eTransport Module.

Step 5 Right-click RightFax eTransport Module and select Configure Services.

Step 6 Select the Custom Messages tab.

Step 7 In the applicable fields, verify the fax failure prefix at the beginning of the text (the default fax failure prefix is [Fax Failure]). We recommend that the fax failure prefix appear at the beginning of the following fields:

Imaging Error

Bad Form Type

Bad Fax Phone Number

Too Many Retries

Sending Error

Incomplete Fax

Invalid Billing Code

Fax Needs Approval

Fax Number Blocked

Human Answered Fax

Fax Block by Do Not Dial

When the text at the beginning of the field matches the value for the Subject Prefix for Notification of a Failed Fax field on the System Settings > Advanced > Fax page of Cisco Unity Connection Administration, Connection notifies the user of the failed fax.

Step 8 In the Successful Send field, verify the fax success prefix at the beginning of the text (the default fax success prefix is [Fax Success]).

When the text at the beginning of the field matches the value for the Subject Prefix for Notification of a Successful Fax field on the System Settings > Advanced > Fax page of Connection Administration, Connection notifies the user of the successful fax.

Step 9 Select OK.


To Verify Prefixes for Delivery Receipts and Nondelivery Receipts on Cisco Unity Connection


Step 1 In Cisco Unity Connection Administration, expand System Settings, then select Advanced > Fax.

Step 2 On the Fax Configuration page, in the Subject Prefix for Notification of a Successful Fax field, confirm that the setting matches the prefix for the Successful Send field that is described in Step 8 of the "To Verify Prefixes for Delivery Receipts and Nondelivery Receipts on the Cisco Fax Server" procedure.

Step 3 In the Subject Prefix for Notification of a Failed Fax field, confirm that the setting matches the prefix for the fields that are described in Step 7 of the "To Verify Prefixes for Delivery Receipts and Nondelivery Receipts on the Cisco Fax Server" procedure.

Step 4 Select Save.


The User Mailbox Is Filled with Fax Notifications

If the user mailbox is filled with fax notifications, do the following procedure.

To Disable Fax Notifications


Step 1 In the RightFax Enterprise Fax Manager window, in the right pane, expand Users, right-click the user for whom you want to disable fax notifications, and select Edit.

Step 2 In the User Edit dialog box, select the Notifications tab.

Step 3 Under Notification About Received Faxes, uncheck the When Initially Received check box.

Step 4 Select OK.

Step 5 Repeat Step 1 through Step 4 for all remaining users for whom you want to disable fax notifications.

Step 6 Close the RightFax Enterprise Fax Manager window.


Problems with Printing Faxes in Cisco Unity Connection 9.x

When you send a fax to a fax machine for printing but portions of the document are not printed, do the following:

Use the MTA micro trace to determine which files are not rendered into the fax. Then note the file types. For instructions for enabling the micro trace and viewing the trace logs, see the "Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems" section.

Confirm that the faxable file types include the file types that you sent to the fax machine for printing. See the "Confirming That the Faxable File Types List Is Correct" section.

Confirming That the Faxable File Types List Is Correct

To Confirm That the Faxable File Types List Is Correct


Step 1 In Cisco Unity Connection Administration, expand System Settings, then select Advanced > Fax.

Step 2 On the Fax Configuration page, in the Faxable File Types field, note the file extensions that are listed.

Step 3 If the file extension of the file that the user attempted to fax is not in the list, enter a comma followed by the file extension and select Save.