Question

Sent faxes are being received distorted (squished)

5 years ago
August 26, 2019
4 replies
1851 views

rational
New Participant
1 reply

Starting on Friday August 23rd 2019 the faxes we are sending through the API are intermittenty being recieved distorted and unreadable. It is as if they are squished to half size or less (but only vertically). It is happening to many different fax numbers we send to. Understandably people are getting upset. Any suggestions? We have not changed the way we send the faxes and I can see the PDF files in the SENT messages look correct.

saadet.swift
Known Participant
554 replies
5 years ago
August 29, 2019

Hey Rational, what kind of API are you using?

rational
Author
New Participant
1 reply
5 years ago
August 29, 2019

We are using the RingCentral API. We can see the fax documents are received by RingCentral correctly in the Message Outbox.

saadet.swift
Known Participant
554 replies
5 years ago
September 4, 2019

Hey Rational,

I'm thinking it may be due to the receiver's fax machine. Not all fax machines are capable of handling a fax coming from a VoIP carrier. Now, if it's happening from one VoIP carrier to another, then that's something we may be able to look at.

reception-desk123456
New Participant
1 reply
5 years ago
November 15, 2019

Hello,

We have been having this problem as well and it is quite vexing. Faxes look fine on our end but are completely unreadable for those receiving them and RingCentral does not give any error messages. Are there any options or settings to adjust to help prevent this issue?

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