Symptoms:
CopiaFacts seems to be refusing to accept inbound faxes
Actions:
First: establish and record the context; when did the problem start? Were there any changes or upgrades to the CopiaFacts system, to the hardware or VM; to Windows; to the Network; at the ITSP. at the same time? If you have multiple CopiaFacts fax nodes are they all affected?
Next: Open the COPIAFACTS trace file to determine whether fax receptions are reaching the COPIAFACTS program and being reported as failures; if so what errors are being reported? Or are there no visible incoming faxes? Is COPIAFACTS running? If only one node is affected, are the schedule settings on the Channels TAB in CopiaFacts correct?
To find reported fax errors, use control-R, or filter the trace file using Result: fax in (there are three spaces after the colon), which will show only the result codes in the result trace lines. Inbound transactions are not shown in STATUS.
Send the trace file to Copia Support for further advice if viewing the trace file does not make clear whether faxes are reaching the COPIAFACTS engine. If not already set, enable the Trace Processing States trace option and on the Debug tab enable the Debug DTMF, Debug Fax Board, and Low-Level Voice/Fax options. Then arrange for a new test fax to be sent in before sending the trace file to Copia.
Continue investigating depending on what is discovered from the trace:
No incoming faxes reach COPIAFACTS
Incoming faxes rejected in COPIAFACTS
