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Same problem here. Except that we've had SPF, DKIM and DMARC enabled on our email domain for quite a while. Something changed on ringcentral's end that they are now blocking our DKIM-certified email saying there is a problem with the DKIM record.

I have triple checked the record, and gmail still says it is successfully seeing the DKIM headers. I tried updating to a 2048-bit key, but no change on ring central's end.

I see lots of hits about ringcentral not parsing DKIM records properly. Hopefully they'll figure this out soon, otherwise we'll need to find a different provider.

You should probably update your status page https://status.ringcentral.com/ to let your customers know you are having problems...

Our email to fax hasn't worked for over 48hrs. I have a case# 15097679. We do not have an IT dept. to deal with this problem as we are an small office. Have not heard back from anyone on our case. Please take a look at our account.

Hi Greg, I'll follow up your case.

I am having the issue, email to fax stopped working last Thursday as it was discovered. I have even updated an email address that is DMARC complaint and still having issues where faxing isn't working. This is costing the business time and money without being able to do outbound faxing. I have a ticket opened as well: Case #15091867. I have had no movement or comments on since it was opened up yesterday. I really need to get this fixed as well. Never has an issue before and we have been using this service since 2015.

I'm having the same issue. Just realized none of my faxes have gone out for the past 6 days. Been using this service for many years.

Case 15088527 24 hours old. SPF and DKIM are enabled and verified. Please have support re enable. Thank you

I couldn't send faxes via email because RC turned it off for no reason. They turned the entire feature off for my entire company. They claimed it was due to spoofing. But when they looked at the list of companies that they turned off, we were not one of them. I finally escalated it and they turned the feature back on. Very disappointed.

RC just sent the below notice out a few minutes ago (at least they know it is a systemic issue at this point. I am assuming since it is affecting multiple customer's accounts, they will fix it timely. RC wouldn't just shutoff everyone's ability to fax without any notice of their changes to SPF, DKIM and DMARC requirements bc they would be opening themselves up to multiple lawsuits due to major account changes without notice....

Good day.

The issue that you have reported in this ticket is related to a Known Outage we currently have in our system.

INC-34495 - A portion of RingCentral customers may be experiencing issues with outbound fax failing when using Email2Fax services. INC # - Description

At this point, we will be placing this case into an Outage status. This means that we are investigating it and there is no currently available ETA when it will be resolved. We have reproduced the issue and are working on resolving it. You will not receive much in the way of correspondence while they resolve this issue, however, you will be notified when the issue is fixed.

Thank you for your patience.

Regards,

RingCentral | Team of Experts
https://support.ringcentral.com

No, there wont be any law suites. Read the contract you singed. Worst case RC would be breaking their service level agreements. And yes, they did in fact change a requirement that is responsible for breaking customers service. Support just confirmed that my fax to email service was disabled because they now require a combo of SPF\DKIM\DMARC on the customers account\DNS.. After I made a modification they verified SPF\DKIM\ and DMARC were set up and just re-enabled it. What they are researching is why they made such a stupid decision, the fall out that they have created, and how to revert the requirements at this point if they have to with out causing more issues.

Here is the quote from my case:

"

Having the same issue. Received no notifications whatsoever that we needed to update our DNS settings. Received no notification that our faxes were not going through, we just stopped receiving confirmation. I updated the DNS settings accordingly, and they still have not enabled our fax services. Case # 15077154 - unable to send faxes via email issue [ ref:_00D80aRUX._5002H1O2nS4:ref ]

I just held and spoke to a live human being at RC. The customer service rep acknowledged that almost ALL RC customers no longer can use the RC email-to-fax option. They have been getting calls for the past several days about the issue. The rep said that whatever RC did to tweak their system affected only certain groups initially, but apparently the outage is now widespread and affecting most customers. Who the heck knows if it really was a change to their security requirements, or something else, but now the problem has been escalated to their top technical support dept. and they are working on it. I asked if they could guarantee that the service would be restored by Friday, but of course they won't make any guarantees. It sounds like a hot mess over at RC.

Case number 15079234.

Please check ASAP.

Please also fix the fax situation for case no: 15091847 . Apparently this is a pretty significant problem in the Americas. Ringcentral finally acknowledged the outage today, but it has been happening for the last 2 weeks.

We haven't been able to send an outbound fax since April 4th via email. We can use that "fax out" feature from ringcentral's website, but no email to fax. I also believe there are inbound fax issues taking place b/c we have providers claiming they have faxed us materials and we have no receipt of these materials. It is really unfortunate that Ringcentral has not taken care of this in a timely manner. We opened a case yesterday and haven't heard anything. It is looking like it may be time to find a new phone service......

Glad that works for you but I have 17 offices and several users at each location so it's not an option here.

Hello Mary, same issue here. Cannot send faxes from any user. The couple of user emails we had authorized no long appear. Neither does the option to re-add them. The last successful fax was Thursday 4/14.

Hi! Please submit a ticket with Tech Support.

https://support.ringcentral.com/new-case.html

I have this response on my case detail: If an email domain is non-compliant with our DMARC email security policy and has zero email-to-fax usage for the past 90 days, the service is turned off. I have no idea what this means--- we have not changed anything with our email, and we have certainly sent faxes in the last 90 days!!!! We have been able to send faxes until last Friday, April 8th. SOMEONE PLEASE FIX THIS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

So they've now told me that it's because we don't have DMARC set up for our email domain. Is that the case for everybody else having the issue? It seems odd that we weren't notified that this was a requirement (I've gone back through emails for a year or so and can't find anything). Also seems odd that not having DMARC configured would cause the list of users to disappear. Do any of you with this issue have DMARC configured? I'm scrambling to get it set up, but we use Constant Contact for newsletters, so there are additional considerations...

We have DMARC configured but that has nothing to do with this issue. It's an RC issue it seems since 4/15

Hi! We have not received an alert that this is a known outage, but we will let you know as soon as possible. Please create a ticket to Tech Support, so this will be isolated.

Unable to open a ticket, "Something went wrong. Please reload the page or try again later.", We can not send faxes via email. It all stopped working at the end of last week.

I opened a ticket for you, case # is 145084349.

I ran into the same issue and called Ring Central for support. They have no idea what to do and send me the link to DKIM and SPF setup which has nothing to do with why the Email Address box disappeared from the Outbound Fax tab. So frustrated.

Hi, we are also experiencing this issue. Multiple faxes were sent on Friday and Today and no confirmation email has been received, and we are unable to view or configure any Fax to Email settings for any extensions under the "Outbound Fax Settings" tab. No addresses can be added or removed as the settings are not there- and the live agent chat support appears to be overwhelmed with other users when we request help for this issue.

Exact same issue. Support is MIA for this it seems.

Mary- When I try and fill out the new case page, it won't let me select the time zone, communication preference, product, category or priority level...... All of these boxes just stay RED, and nothing will fill in.... How am I supposed to open a case if I can't complete the form? We REALLY need this situation fixed!!! THAKN YOU FOR ANY HELP YOU CAN OFFER!

Can you please try to clear cache and cookies? If still the same, try to use incognito.

Neither option works, and I tried it on two different systems.... beyond frustrating -- if a client needs service, we should not have to jump thru hoops of fire to get it....

Debbie, can you please email your account information to us? I can't find an account using your email address. It's why you can't create a case from the web. Please send it to community.support@ringcentral.com.

The same thing is happening to us!!! We have been a client since 2015--- very frustrating!!!

Let me know if you have a case as well so I can follow up on it.

Case number 15079234

Clearly Ring Central is having problems- When I go to open a case, I get this message: "Support.ringcentral.com says Something went wrong. Please reload the page or try again later."

Same issue here. Opened a case (#15080379) and they sent us the same link on DKIM and DMARC.

I'm sure there's an explanation behind this, but Tech Support will help you out. I've seen a case where Tech was able to enable it again.

That was not my experience. They sent me a link to a page about best practices related to DKIM and DMARC (which made no mention that any of it was required), didn't mention any kind of "list" that we might be on, and auto-closed the case. I've opened another one, hopefully I'll find somebody who can actually address the issue.

It appears that I am a day or two late to the party and also had NO idea about these service changes. Could someone please send the link for whatever DKIM / DMARC changes are required so we can possibly make progress towards resolution? I am also unable to open a support ticket and don't have a current Sales Rep (they leave in less than 12 months anyway).

We would rather know what is directly being recommended or required versus searching through random support documents and implementing unnecessary changes.

Short answer is that you have to have SPF, DKIM, and DMARC enabled, or they shut down your ability to fax via email. No special settings, it just has to be set up and enabled. How to do that will vary depending on your email provider and domain name setup. The link support sends is this: https://support.ringcentral.com/article/Best-Practices-to-Prevent-RingCentral-Email-to-Fax-Service-from-Blocking-Faxes.html

Thanks for the link. Was there any announcement concerning this requirement?

Once these records are created, what is the process to have our account / users / numbers or whatever enabled again? The support page new case creation process isn't working so communicating with you is my only current path.

Outgoing faxes stopped on 4/15. I received the same DMARC compliance which we do have a DMARC record. No other support from my replies.

Case # 15088033

I'll back up your case.

Thanks. It's Case Number: 15079583, if that helps.

Thank you!

I am seeing the same problem, although on my end nobody that was there on the list before can fax anymore from their email

Yup. Our previously authorized users are unable to send, which is currently a bigger problem (though I'm guessing it's all the same problem) than not being able to add the new people!

Just to clarify, do you already have 25 emails listed to send a fax?

We are close, maybe 23-24. But we had a couple of people leave, so I can remove them to make room for their replacements, if we have all 25 in use. The problem is that I can't find the list to add or remove at all. I'm 99% sure it used to be under Settings: outgoing, but now that just shows cover page info, no list of senders.

I'm currently verifying if there's an issue on this.

Thanks. I got an email back from a web support form that sent a link about DKIM and DMARC settings causing emails to be rejected (we don't have either configured yet, using o365), but that doesn't seem to address the missing list of authorized users.

We have several accounts, one for each branch office, and all of them seem to have the same issue with the missing list of authorized senders (or maybe it just moved, but I can't find it). Don't know if they're able to send faxes.

That's right. Some accounts were notified that they would lose the ability to send faxes using the Email-to-Fax feature. We don't have an option to verify which accounts are included. Please get in touch with Technical Support to verify if your account is also affected. Create a case here.

I was not notified of this. Can you clarify how and when we were notified? Or why we have lost this ability? I created a case and they got back to me with a link to best practices related to DKIM and DMARC, but no indication that it was a requirement, or how we can get the ability to send by email back. When I tried to get clarification, I got a notice that the case had already been closed, and there is no phone support available.

I can't verify if your account was included, but it was implemented last September. Please contact Support again, and ask if you're part of the list. You may also provide the information as to why you don't have the option to add emails to the web portal.