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Question

Sent faxes are being received distorted (squished)

  • 26 August 2019
  • 4 replies
  • 1635 views
R

Starting on Friday August 23rd 2019 the faxes we are sending through the API are intermittenty being recieved distorted and unreadable. It is as if they are squished to half size or less (but only vertically). It is happening to many different fax numbers we send to. Understandably people are getting upset. Any suggestions? We have not changed the way we send the faxes and I can see the PDF files in the SENT messages look correct.

4 replies

S
Hey Rational, what kind of API are you using?
R
We are using the RingCentral API. We can see the fax documents are received by RingCentral correctly in the Message Outbox.
S
Hey Rational, 

I'm thinking it may be due to the receiver's fax machine. Not all fax machines are capable of handling a fax coming from a VoIP carrier. Now, if it's happening from one VoIP carrier to another, then that's something we may be able to look at.
R
Hello,

We have been having this problem as well and it is quite vexing. Faxes look fine on our end but are completely unreadable for those receiving them and RingCentral does not give any error messages. Are there any options or settings to adjust to help prevent this issue?

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