Problems with Fax Delivery to Users
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.
Following are the tasks to troubleshoot fax delivery to users:
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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 Diagnostic Traces for Troubleshooting section.
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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 Diagnostic Traces for Troubleshooting section.
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Confirm that the SMTP server configuration lists the IP address of the Cisco Fax Server and allows a Unity Connection. See the “Confirm that SMTP Server Configuration is Correct” section on page 24-1.
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Check for the fax in the POP3 mailbox by connecting an email client to the POP3 mailbox.
Note
The email client must be configured to leave messages in the POP3 mailbox.
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In the RightFax Email Gateway, confirm that the POP3 mailbox name and password are correct. See the “Confirming that POP3 Mailbox Name and Password are Correct” section on page 24-2.
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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.
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Confirm that faxes are delivered to Unity Connection. See the “Confirming Fax is Delivered to Unity Connection” section on page 24-2.
Confirming that SMTP Server Configuration is Correct
Procedure
Step 1 |
In Cisco Unity Connection Administration, expand select . |
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 Connections check box for the IP address of the Cisco Fax Server, if it is not already checked and select Save. |
Confirming that POP3 Mailbox Name and Password are Correct
Procedure
Step 1 |
On the Windows Start menu, select . |
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 and select OK. |
Confirming Fax is Delivered to Unity Connection
Procedure
Step 1 |
On the Windows Start menu, select . |
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Step 2 |
In the RightFax FaxUtil window, in the left pane, select the user who sends the test fax. |
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Step 3 |
On the Fax menu, select New. |
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Step 4 |
In the Fax Information dialog box, select the Main tab. |
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Step 5 |
Under the Name field, select the drop-down arrow and select Email Address. |
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Step 6 |
In the Email Address field, enter the email address of the user who has the fax delivery problem. |
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Step 7 |
Select Save. |
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Step 8 |
In the right pane, note the status of the test fax as it is being sent.
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