In Messages the Fax isn't listing failed messages.

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  • Updated 3 weeks ago
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When I go into Fax and filter for failed, nothing shows up. RingCentral version 10.0.1 desktop app. 
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Kevin Xiong

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Posted 3 weeks ago

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Jared, Official Rep

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Hi Kevin,

Do you know if the fax should have failed? If nothing appears, then it means that the fax was sent correctly.
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Kevin Xiong

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Hi Jared, 
Yes there are faxes that failed and weren't resent. There are about 5 others who share the fax number. When I clicked on the ellipsis to load more, the failed faxes showed up for me on the desktop app, but when I went to the others and did the same the failed faxes would not load. 
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Jared, Official Rep

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Hi Kevin Xiong,

What do you mean when you state, "There are about 5 others who share the fax number"? 

Does this mean there are 5 people who are logging into the desktop app with the exact same credentials?
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Kevin Xiong

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Yes that is correct. There are times where the 5 others are on the app at the same time logged in with the same credentials. 
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Jared, Official Rep

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Kevin Xiong,

Because you are using the system this way, the functionality will not work as you need or want it to. It is not designed or meant to have multiple users with a constant refresh for all 5 users.
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Kevin Xiong

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Hi Jared, 
Could you explain how this worked in the past? Also out of the 5 we have 1 user who has the older version which is 9, which they experience no issues with seeing failed faxes and as mentioned for the others they are on version 10.  
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Saadet - Community Support, Official Rep

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Hi Kevin,

I'm honestly not sure how this worked in the past unless the Users manually refreshed their desktop app. Currently the desktop app is not meant to act like a Shared Email Inbox where it regularly updates on its own.

Is there a reason why your user is still on a 9.0 version? They really should upgrade to match everyone else...

If the User's log out of their desktop app and back in, does the failed fax section refresh itself?
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Kevin Xiong

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Hi Saadet, 
The reason the 1 user is still on 9 is because she hasn't updated yet and knew others from the group were not able to see failed faxes to be able to resend when they updated to 10. When the user's log out of their desktop app and back in, the failed faxes do not refresh itself. It states empty still. I even tried clicking on the ellipsis to load more but nothing happens. 
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Saadet - Community Support, Official Rep

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Hey Kevin,

Hmmm....you could have our Support Team take a closer look - these things are usually easier to troubleshoot live

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Kevin Xiong

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Bummer, hopefully I can get some answers.