Faxing: Problems with special characters

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Account Type : US
Business Description : Doctor's Office

The recent update to ringcentral is causing problems with faxes. We no longer have the ability to resend a fax. We started seeing faxes fail and not have the option to resend or even view the attachments. After some help from support they stated that special characters could be causing this issue (i.e. +-_?/!@#$^*( etc). I have tested this and I am not completely convinced this is the issue because some faxes complete or fail (but still have the option to resend) with special charters, while others fail and do not have the option to resend. Their solution was to rename the file and do not have any special characters. This is a viable option only if you are using the attach option on the website or application, but if you are using the print to fax option it is not. The reason for this is that the name of the document attached is the name of the document you printed. For example if you print a pdf you are viewing from a website that is named faxing_is_!@$$.pdf then the name of the attached document generated using print to fax is faxing_is_!@$$.pdf_10.tif. This is a problem since you can't seem to change the name that was generated, and since you didn't actually download the document you can't rename it before you print it. Further more the document is converted into a tif file and it adds an _ followed by a number and then a .tif (i.e. pdf_10.tif) to the file. This is adding a special character from ring-central itself. I am assuming that the number is the number of times you have attached documents while the app is open, but this is just a guess. Here is my suggestion to fix this problem.

1. Do not allow documents to be attached or generated using the print to fax option with special characters. If it is obviously going to cause issues, do not allow it.

2. Strip out all special characters when uploading the document or generating the document so it will work.

3. Find a way to include special characters in the name of the document that does not cause this issue.

I use ringcentral a great deal for faxing, but I am not going to rename the 500000 documents we have which all have special characters just to allow ringcentral to work, when with a little coding they could prevent this issue from happening. This was not an issue until 6 days ago, so now whatever new features that have been added have now broken RingCentral to a point to where I am now considering canceling my service and moving on to something else.
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MCNEILL

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Posted 2 years ago

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Regina

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We have been having the same problem intermittently for the last 6 days and it has nothing to do with special characters.  In your failed fax message, hover over the fax that failed and see if you are receiving an error that says something about a rendering issue.
We were told that this is a known problem for a small population of users and they were working on it. It is still not 100% resolved with us.
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MCNEILL

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This is the exact issue we are having. Hopefully they will resolve it soon. I forgot to mention this in the post above. Hopefully they will have a solution shortly.
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Mike, Official Rep

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Regina & Mcneill, 

That error message is could be due to a variety of things.  There could be a problem with the pdf file.  Do either of you have a case #?  I've seen this happen due to several reasons.  Is the pdf or other file in a portrait or landscape mode?  (change it to portrait).  Depending on the file, try changing the file type to Word, or perhaps .jpg and see if you still have a problem.  Include these details in your case notes if you have an open case. 

Mike 

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