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Puneeth Bharadwaj avatar image
Puneeth Bharadwaj asked ·

Issue with receiving faxes - Webhook subscription received with status Purged.

In October the receiving of fax subscriptions has failed multiple time and no proper error code or reason available for us to work on. This also affected the sending and reading of faxes. Whenever the receiving of fax failed, the sending and reading of faxes also failed. We had to regenerate the webhook subscription ID multiple times to overcome this issue.

We are noticing an increase in the number of subscriptions coming in with status as Purged. An example is as below.

{"uuid":"6142345027712712591","event":"/restapi/v1.0/account/<extensionid>/extension/334268009/fax?direction=Inbound","timestamp":"2019-11-09T02:38:36.886Z","subscriptionId":"ad5596f2-b102-4a92-b138-0c85fa4843bd","ownerId":"334268009","body":{"uri":"https://api.ringcentral.com/restapi/v1.0/account/334268009/extension/334268009/message-store/1184121046029","id":1184121046029,"type":"Fax","availability":"Purged"}}

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

Yes, would like to know the reason behind an increase in these errors. I have already raised a ticket and posted a query on the developer forum as well. I haven't received any updates on the developer forum question.

We had to renew the subscription and then send a fax from the developer portal, to make sure it works. We do not understand the reason behind issues, and why the webhook fails and the incoming faxes are purged.

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Following is an example of the "Purged" incoming fax. Time is in UTC.

2020-11-04 03:26:19.053

{   "uuid":"1219366765209121432",   "event":"/restapi/v1.0/account/334268009/extension/277890029/fax?direction=Inbound",   "timestamp":"2020-11-04T03:26:16.328Z",   "subscriptionId":"c73ed71d-61d5-4aa9-aea3-93ffb4123766",   "ownerId":"334268009",   "body":{      "uri":"https://api.ringcentral.com/restapi/v1.0/account/334268009/extension/277890029/message-store/1379138253028",      "id":1379138253028,      "type":"Fax",      "availability":"Purged"   } }
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Puneeth Bharadwaj avatar image
Puneeth Bharadwaj answered ·

Any updates on this issue?

1 comment
1 |1500 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.

Any updates on this? Our client's are facing serious issues because of this. Here is another example.

{
   "uuid":"8568780398552554651",
   "event":"/restapi/v1.0/account/334268009/extension/277890029/fax?direction=Inbound",
   "timestamp":"2020-11-15T03:23:09.381Z",
   "subscriptionId":"00e80f08-46dc-49a4-a80b-9a436aa3748d",
   "ownerId":"277890029",
   "body":{
      "uri":"https://api.ringcentral.com/restapi/v1.0/account/334268009/extension/277890029/message-store/1386497129028",
      "id":1386497129028,
      "type":"Fax",
      "availability":"Purged"
   }
}


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Tyler Liu avatar image
Tyler Liu answered ·

There is a limit for how many WebHook subscriptions you can create.

Are you trying to create too many of them?

2 comments
1 |1500 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.

There is only one webhook subscription id created. This is activated when we have an incoming fax. We do not have a control over the limit of incoming faxes. However, that shouldn't be an issue for RingCentral to handle it. Why is it purging the faxes? That's surprising us.

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My mistake, I thought it's the subscription that was purged. It turns out to be the fax.

Please send an email to devsupport@ringcentral.com There will be dedicated engineers to handle it. Please include link to this thread in your email. Thanks.

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

Developer sandbox tools

Using the RingCentral Phone for Desktop, you can dial or receive test calls, send and receive test SMS or Fax messages in your sandbox environment.

Download RingCentral Phone for Desktop:

Tip: switch to the "sandbox mode" before logging in the app:

  • On MacOS: press "fn + command + f2" keys
  • On Windows: press "Ctrl + F2" keys