question

rex-fang avatar image
rex-fang asked ·

Not receiving new faxes & unable to send out faxes

A few days ago I suddenly was unable to send out any faxes and stopped being able to receive them. My internet connection is working fine but not sure what happened.
topic-default
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

mike avatar image
mike answered ·
Hello Rex,  There could be a number of things going on here so we'll need to gather more details. First can you tell us which version of the softphone you are using? 

Also,please include any error messages or other details not stated above.  You can also include screenshots in your reply. 

Mike 
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

rex-fang avatar image
rex-fang answered ·
I'm using the softphone on a desktop computer and there are no error messages popping up, I just stopped being able to send and receive faxes a few days ago. Whenever I try to send something it just stays in the outbox and I haven't gotten any faxes since last week.
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

lance avatar image
lance answered ·
I experienced this same issue. Faxes just get stuck in the Outbox with no error. Faxes failing since 4/17/2015. I was using RingCentral Build 5 at the time. I upgraded to RingCentral Build 6.04.001.5, still unable to send faxes. I upgraded to Build 7.0.5 and I can now send faxes. I am not behind a firewall.
31 comments Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Hmm I noticed that the date you said the faxes were failing was also the same date I had problems. I'm going to assume that we are being forced to use the newer version.
0 Likes 0 · ·
That is what I was thinking, although I don't know why they would force the new version and not support at lease one version prior.  I don't recall receiving an email stating so as well.
0 Likes 0 · ·
The most recent build is 7.1.1 so if you are/were using any version beginning with a 5 or 6 you are many versions behind. It's always recommended to use the latest version when possible. Version 7.1.1 is currently being pushed out, so not all users on in it yet, but will be within a few weeks.
0 Likes 0 · ·
Same here it just happened out of the blue and I honestly am not liking the newer version.
0 Likes 0 · ·
Through the prompts that asks you to upgrade when launching RingCentral, it upgraded me all the way up to Build 6.0.4.001.50. After that it said I was up to date. I had to sign into my RingCentral online account to download version 7.0.5
0 Likes 0 · ·
Show more comments

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces