question

Puneeth Bharadwaj avatar image
Puneeth Bharadwaj asked Tyler Liu commented

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"}}

faxwebhooks
2 comments
1 |3000

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

Puneeth Bharadwaj avatar image Puneeth Bharadwaj commented ·

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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Puneeth Bharadwaj avatar image Puneeth Bharadwaj commented ·

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 Puneeth Bharadwaj commented

Any updates on this issue?

1 comment
1 |3000

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

Puneeth Bharadwaj avatar image Puneeth Bharadwaj commented ·

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 Tyler Liu commented

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

Are you trying to create too many of them?

2 comments
1 |3000

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

Puneeth Bharadwaj avatar image Puneeth Bharadwaj commented ·

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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Tyler Liu avatar image Tyler Liu ♦ Puneeth Bharadwaj commented ·

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

Please submit a support ticket. There will be dedicated engineers to handle it. Please include the link to this thread in your email. Thanks.

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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