This video discusses some strategies you can employ to quickly isolate the cause of critical failures with RightFax and get your server back up and running.
When faced with problems sending and receiving faxes from RightFax you may have issues with one or more modules within the RightFax software.
Before performing any other steps review the RightFax, Application and System logs in Windows Event Viewer to check for Errors and/or Warnings that may indicate the cause of the problem. If other products are involved in the implementation, the respective logs for those products may also need to be reviewed for problems depending on the nature of the issue.
If there are messages in the error logs, these will often identify and help you isolate the modules having the problem. Most RightFax services can be debugged as well and the logs that are generated can be parsed for more granular troubleshooting.
For application or debug log analysis or for further troubleshooting assistance you can get in touch with your friendly Fax Guys support associates. The RighFax University video library and the Fax Guys Blog and Knowledge centers are good places to start if you want to dig in deeper on these items yourself.
If debugging and log analysis don't show the issue right away, try restarting the RightFax services. Stop all RightFax services using Enterprise Fax Manager. If after 5 minutes there are services stuck in a "Stopping" status, use Microsoft Windows Task Manager to stop the service. Once all services are stopped, restart the RightFax services and see if this resolves your issue.
If restarting services does not resolve the issue, try rebooting your server or VM where the RightFax software is installed. As always in the world of Windows rebooting can sometimes work wonders.
Now let's speak to proactive prevention for just a moment as well.
There are a couple of items we see on a regular basis that can cause critical failures with sending and/or receiving faxes so we want to address these items.
Verify that your anti-virus software is not scanning any RightFax directories including real-time scanning.
RightFax uses numerous temporary files and A/V scanning can often interact with these files in ways that cause critical failures with faxing. RightFax exclusion from antivirus scanning is covered in the installation documentation for the software as well.
Apply updates to the RightFax software regularly in accordance with your company's policy on patching and updating. Often problems within the RightFax code are resolved by simply patching the software to the latest code release. OpenText support also has a policy of advising customers to patch first before attempting any in-depth troubleshooting so it's a good idea to have this step out of the way before attempting to reach the product vendor for assistance if the problem is thought to be a software bug.
Perform software maintenance regularly. This includes Automatic Fax Aging and SQL database and log maintenance. Remember, RightFax is faxing software and not an archival solution--there are products that integrate with RightFax seemlessly for archival, such as Fax Export.
As always, if you have any questions about this topic, or any topic in the world of faxing, let us know at The Fax Guys, we are always happy to help.
This is Jay Campbell with The Fax Guys for RightFax University saying thank you for watching and Please visit us again. The RightFax university is a work under continual progress and we update often.