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kevin-xiong asked ·

In Messages the Fax isn't listing failed messages.

When I go into Fax and filter for failed, nothing shows up. RingCentral version 10.0.1 desktop app. 
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kevin-xiong answered ·
Hi Jared, 
Yes there are faxes that failed and weren't resent. There are about 5 others who share the fax number. When I clicked on the ellipsis to load more, the failed faxes showed up for me on the desktop app, but when I went to the others and did the same the failed faxes would not load. 
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jared16517 answered ·
Hi Kevin Xiong,

What do you mean when you state, "There are about 5 others who share the fax number"? 

Does this mean there are 5 people who are logging into the desktop app with the exact same credentials?


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jared16517 answered ·
Kevin Xiong,

Because you are using the system this way, the functionality will not work as you need or want it to. It is not designed or meant to have multiple users with a constant refresh for all 5 users.
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saadetswift16514 answered ·
Hi Kevin,

I'm honestly not sure how this worked in the past unless the Users manually refreshed their desktop app. Currently the desktop app is not meant to act like a Shared Email Inbox where it regularly updates on its own.

Is there a reason why your user is still on a 9.0 version? They really should upgrade to match everyone else...

If the User's log out of their desktop app and back in, does the failed fax section refresh itself?
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kevin-xiong answered ·
Yes that is correct. There are times where the 5 others are on the app at the same time logged in with the same credentials. 
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Hey Kevin,

Hmmm....you could have our Support Team take a closer look - these things are usually easier to troubleshoot live


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Bummer, hopefully I can get some answers. 
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jared16517 avatar image
jared16517 answered ·
Hi Kevin,

Do you know if the fax should have failed? If nothing appears, then it means that the fax was sent correctly.
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kevin-xiong answered ·
Hi Jared, 
Could you explain how this worked in the past? Also out of the 5 we have 1 user who has the older version which is 9, which they experience no issues with seeing failed faxes and as mentioned for the others they are on version 10.  
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kevin-xiong answered ·
Hi Saadet, 
The reason the 1 user is still on 9 is because she hasn't updated yet and knew others from the group were not able to see failed faxes to be able to resend when they updated to 10. When the user's log out of their desktop app and back in, the failed faxes do not refresh itself. It states empty still. I even tried clicking on the ellipsis to load more but nothing happens. 
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