Faxes: downloading as TIFF File instead of PDF

  • 3
  • 8
  • Question
  • Updated 2 months ago
  • Answered
  • (Edited)
Hi, I received two faxes.  Logged into my RingCentral account to view the fax.  When I click on the icon to open the fax, it does not open as a .PDF.  I get an error message because it is trying to open as as a .TIF.  RingCentral no longer allows me to get customer service over the phone (they have a number, but when you go through IVR prompts, it eventually tells you that you need to go online to get Chat support and that it is it, it just dead ends).  So I went on Chat.  After more than 1 hour later and rep still had not idea how to solve the problem (actually very little progress had been made as there was just delay after delay in the reps response).  They told me this had to go to level 2 and that they would get back to me within 24 to 48 hours.  I cant wait that long.  A supervisor did call me back after a while, but he told me he could not help me.  He also told me that they would send to level 2.  I demanded to speak with someone and they tried to put me through to a level 2 so that they could help me.  But they could not reach anyone on level 2, so they told me that will have to call me back when they can.  CAN ANYONE TELL ME HOW TO RESOLVE THIS ISSUE.  I am an experiences user of the faxes on RingCentral, and this has never happen before.  Ring Central originally told me that to fix it that I needed to tell the customer to call send the fax again and this time to select .PDF as the file format that he was sending in.  However, I told the rep that you don't actually select a file format when sending a fax.  CAN ANYONE PLEASE HELP ME FAST AS I NEED ACCESS TO THESE TWO FAXES THAT CAME IN AND MY CUSTOMER CANNOT RESEND.
Photo of Carolina Ballestas

Carolina Ballestas

  • 140 Points 100 badge 2x thumb
  • FRUSTRATED

Posted 3 years ago

  • 3
  • 8
Photo of Kim

Kim, Alum

  • 43,320 Points 20k badge 2x thumb
I'm testing now... I checked case 04098750, and it has been escalated.  

Files seems to be corrupt.  Please have customer re-send fax. 
(Edited)
Photo of Kim

Kim, Alum

  • 43,320 Points 20k badge 2x thumb
@Philip, I checked on this and somethings does seem to be up, so I am creating a case for you to have escalated for investigation and troubleshooting. 
Photo of Kim

Kim, Alum

  • 43,320 Points 20k badge 2x thumb
Your Case Number is: 04396809
Photo of Salata

Salata

  • 122 Points 100 badge 2x thumb
Any resolution to this problem? 
Photo of Wendee Phenix

Wendee Phenix

  • 60 Points
Cannot read our faxes either. Now a TIF file??? HELP 
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 43,438 Points 20k badge 2x thumb
Hey Wendee, please email me at community.support@ringcentral.com with the fax number(s) that are having this issue.
Photo of Salata

Salata

  • 122 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Fax's coming in as TIFF's.

Our faxes are coming in as TIFF files and we can not open these. We are running newest version of softphone. From my understanding these should be coming in as PDF's.
(Edited)
Photo of Kim

Kim, Alum

  • 42,766 Points 20k badge 2x thumb
Okay. Check now...I reset Ext 103.  It was defaulted to PDF, but I toggled TIFF then back to PDF to reset it.  I sent a text fax and it came through as PDF along with another fax the user got shortly after mine.  

Please test on your end and verify. 
Photo of Salata

Salata

  • 122 Points 100 badge 2x thumb
It worked. Thank you. What about previous faxes that are saved as TIFFS can we access those? 
Photo of Kim

Kim, Alum

  • 42,766 Points 20k badge 2x thumb
Unfortunately those faxes will have to be re-sent. 
Photo of Dawn

Dawn

  • 652 Points 500 badge 2x thumb
@Kim - I have an extension that is also experiencing issues where the fax comes in as a TIFF instead of a PDF. Since the senders have old school fax machines, it's not an issue of the sender not selecting whether to send their fax as a PDF or a TIFF. I've looked at the fax log for the past 30 days and could see that just last week, 2 of the senders' faxes came in as TIFF. Just 2 weeks prior to that, these exact same senders send a fax and it came through as a PDF. Weird. You mentioned in your comment above that you had "reset" another person's extension. How did you do that? Is it something that I can do as the Administrator?
Photo of Kim

Kim, Alum

  • 42,766 Points 20k badge 2x thumb
I did it on the backend...and sometimes it resolves the issue.  Can you please email me the phone number + extension that is having the problem (post the title of this thread as the email subject and just post the link to this thread in the email) and I will reset it for you and see if that helps! :-) 

Community.Support@RingCentral.com 
(Edited)
Photo of David Roberts

David Roberts

  • 92 Points 75 badge 2x thumb
This reply was created from a merged topic originally titled My faxes are coming in as a tif. file and I can not open. I am running the newes....

Fax going in as tif. not as pdf.  Can not open.
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 38,106 Points 20k badge 2x thumb
Hello David, please email us your account information and if there is a specific extension so we can try the above and see if it resolves the issue.
Photo of David Roberts

David Roberts

  • 92 Points 75 badge 2x thumb
my fax number is 866-379-9601.  What additional information do you need?
Photo of Sam - U.S. Support

Sam - U.S. Support, Employee

  • 1,668 Points 1k badge 2x thumb
David, I just sent a test fax to you, can you let me know if it came through as a tiff or pdf?
Photo of SHANYN STEWART

SHANYN STEWART

  • 82 Points 75 badge 2x thumb
This reply was created from a merged topic originally titled Fax: Downloading as a TIF and can not open.

We are receiving faxes as TIF and not PDF.  We can not open any of the faxes received today.  Please advise.
Photo of Wil Haines

Wil Haines

  • 82 Points 75 badge 2x thumb
This reply was created from a merged topic originally titled TIF files received, but not supported. Any answers? Chat system is on strike..

TIF files received, but not supported. Files won't open with PhotoShop, Windows Photo Viewer, and Illustrator all report file that can't be opened. I received 7 identical faxes, all of which came through as TIF. Help appreciated.
We are receiving faxes as TIF, not PDF.  We cannot open any TIF received.  Please assist.
Photo of Sam - U.S. Support

Sam - U.S. Support, Employee

  • 1,668 Points 1k badge 2x thumb
Can you please test this again for me? I just adjusted a setting for you and I am hoping that it allows faxes through as PDF's instead of TIFF.
(Edited)
We are having this same issue.  Some of our faxes are coming through as TIFs instead of PDFs and cannot be opened.  Please help!
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 36,638 Points 20k badge 2x thumb
Just responded to the email you sent! 
Photo of Clay

Clay

  • 502 Points 500 badge 2x thumb
I'm also having this problem.  I just received a fax as a tiff, rather than pdf.  Can't open the file.  
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 40,968 Points 20k badge 2x thumb
Hey Clay, please email me at community.support@ringcentral.com with the phone number that is having issues receiving the .tiff files and I'll refresh the setting on the back end. If that doesn't work, you'll need to open a case so we can further investigate.
Photo of Ismail Menguc

Ismail Menguc

  • 60 Points
I am having this issue this morning my fax number 423-388-4862
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 40,968 Points 20k badge 2x thumb
Hi Ismail, I have refreshed the setting for your account. If you're still receiving TIFF files, please open a case so our Support Team can further investigate