Desktop App: Why does PDF print instead of attaching to fax?

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  • Updated 5 years ago
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When I try to attach a pdf to send as a fax in the desktop program it prints the pdf instead of attaching it. Is there a setting to change this, or is this an error in the program?
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Ben Goodman

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Posted 6 years ago

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Ben Goodman

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I am running the latest software and cannot find any settings related to Adobe or this problem.
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Gordon Quayle

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No. Nothing will attach.
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Steph

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This is happening to three of my workstations as well. What settings am I looking for in Adobe? This also just happened recently...
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Dave

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I also have a user with this issue.

She has Windows 7 Pro \ Softphone 4.6 \ Adobe Reader 10.1.8

Tries to attach a PDF file (browse or drag & drop) and it opens & prints. No problems attaching a Word doc.

Updated her to RingCentral 5.16, rebooted, Adobe Reader was also updated after the reboot, and now she can attach without printing. So for me, it was either updating the softphone and/or updating Reader.
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Dave

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Scratch that, problem is happening yet again for this user. Does anyone at RingCentral have an idea of what's going on? The employee who answered initially said something Adobe settings, but no details were given.
I am having a similar issue though it is not just with PDFs, and it does not happen all the time. I have Softphone v.5.16 on Windows 7.

What happens when I go to create a fax and use the paperclip to attach documents, is that occasionally the RingCentral print driver takes over/sets itself as my default printer. When this happens, that is when documents won't attach and get sent to my laser printer for printing. Re-setting my default printer doesn't always fix the problem. I end up having to open whatever document and print to the RingCentral Fax to accomplish my task.

Other times, using the paperclip in the fax window works just fine with no issues. I haven't been able to determine why it works one day, but not the next. I do find it irritating, especially when I need to attach multiple files to one fax, and have to go through and open each one and print it to the fax.

I will say that it does seem to happen more often with PDFs than the other file types, but perhaps that is because I mostly send PDF files that I have created with Acrobat Pro 9 (which is up-to-date).

Anyway, I'm wide open to suggestions if there is something I can check/fix on my end if it isn't the fax software.
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Ben Foster, Alum

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You may need to adjust your default printer settings. Setting "Internet Fax" to the default should keep this from happening. Let me know if you continue to have issues.
Thanks Ben. I will try your suggestion tomorrow.
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Kou-Hu Tzou

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I have the same problem. When attaching a PDF file, instead of attaching the file, the file goes to my laser printer. The way to solve this for me is to restart the computer. Does anyone has a better solution?
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Mark Konkel

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What I've had success with is actually logging into my account online, then sending the fax from there, rather than from the desktop icon.  So far, no issues.

 I was able to send a fax from the icon at 10:07, BUT when I tried to resend to the exact same number at 11:13, I could not.   But I was able to send it from the online account.

The problem is random and seems to be unrelated to settings or version or default printer settings, because I have the latest version of ring central, I have the latest version of Adobe, my default printer is not "ring central internet fax".  Further, when I watched my printers as Ring Central was attempting to attach my fax, I saw the default printer change--the green checkmark left one printer and appeared by the "ring central internet".  So changing the default printer will not help, because Ring central will override.   
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janeburch1

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I had the same problem, and it was completely random and out of the blue, and it was changing the default printer from my normal printer to the Ring Central Internet Fax, which was making it print the attachment in lieu of attaching it.  At the time I actually had my tech guy remote into my computer, it would not "act up" for him and has acted normally for him ever since.  I can only assume that it's something in the Ring Central system and maybe with each and every upgrade on software there maybe a little hiccup.  I did notice when I was having an issue, I would open up my Devices and Printers folder and would switch my default printer over quickly from the Ring Central to the my normal printer and it get my attachment to attach to the fax in lieu of printing, but that was a royal pain.  Never could figure out what fixed the issue, maybe just my tech guy remoting in my system, but one will never no.
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Gordon Quayle

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For the problem was that I have Adobe Acrobat Pro.  As long as the .pdf extension was associated with the Acrobat Pro, RingCentral would print the file instead of attaching it.  When I associated .pdf with the Acrobat Reader instead, it worked.
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Robin

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Thanks Gordon. That worked for me too.

Update: It worked for me on my pc but not on a co-workers pc. She no longer gets an association error but every pdf she tries to fax prints instead.

Update: The answer is here...

http://success.ringcentral.com/articles/RC_Knowledge_Article/Fax-Attachment-Issues

Open the the document you are trying to attach in the application first (i.e. Adobe Acrobat for a .pdf file), select Print and then select the Ring Central Internet Fax option. RC will open and your document will be attached and ready to send. Whew!
(Edited)
Go in to your devices and printers tab and change your printer default from fax to printer. I found my fax as my default for my pdf.(and that's why it said printable fax) and now my attachment works.

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