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rational avatar image
rational asked ·

Sent faxes are being received distorted (squished)

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.
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saadetswift16514 avatar image
saadetswift16514 answered ·
Hey Rational, what kind of API are you using?
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rational avatar image
rational answered ·
We are using the RingCentral API. We can see the fax documents are received by RingCentral correctly in the Message Outbox.
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saadetswift16514 avatar image
saadetswift16514 answered ·
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.
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reception-desk123456 avatar image
reception-desk123456 answered ·
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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This week, NONE of our faxes are getting through.  I have tried to send a coversheet asking recipients to call back if there are distorted faxes, and even that is not readable.  We are using our fax copier to send faxes at this point.
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Like Saadet said, this can happen because the recipients fax machine can't handle faxes coming from a VoIP carrier. Is this happening to all faxes, or only to some?
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This is happening to many different recipients of our faxes. The top ~20% of any given page goes through just fine then the rest appears a squished mess. We don't even know about it unless the recipient informs us since on our side everything appears to be completely fine.
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Hmm, this is tricky. Check out this KB article about troubleshooting partially received faxes, it may have some tips and tricks that can help. Otherwise, I recommend opening a support case to confirm if this error is caused by your side, or the fax recipients side. 


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