This article provides a repository for all known error conditions that can be reported within the Fax Upload Application and the log file.

Known Application Issues & Solutions

Issue

Cause

Solution

''The application is unable to communicate with the fax service at this time'' after clicking the "Send" button.

The fax upload tool cannot reach the Intermedia Fax Upload servers.

1. First check to ensure the internet connection is working.

2.  If it is, then confirm the Fax Upload tool has the correct WebFax / SmartFax number entered. This is found on the Options tab within the Fax Upload Application.

3.  If it is correct, then do the following:

  1. Open up Internet Explorer
  2. Open up Tools > Internet Options > Advanced Tab and Scroll down.
  3. Make sure to uncheck “Use SSL 2.0”, “Use SSL 3.0”, and “Use TLS 1.0”
  4. Check Use TLS 1.1 and 1.2
  5. Click Apply > OK.
  6. Attempt to send a test fax again, this should now work.

If the issue persists, then there's something on the local machine or network that is preventing the fax from sending. 

Error during installation:
 
"Could not read ShellFolders/SendTo data from registry".

Top Cause:
Installing the program without using Administrative privileges.

or

Corrupt Windows Registry

or

Registry folders were locked down the local or network administrator

If the problem happens on more than one computer on the network, then we will need to get IT to assist as the network admin setup a Group Policy to not allow certain areas of the Windows Registry to be modified on computers on the network.

If the problem only happens on one computer, uninstall any old versions completely & reinstall with full administrative privileges.  If you still have problems then the Windows Registry is corrupt.  You will need to contact your IT to reinstall Windows on the computer.

Fax upload goes to printer spooler on Windows 8.1.

Spooler crash

Usually due to versions of Windows 8 that do not have the latest Windows Updates.

  1. Install all of the latest Windows Updates.
        
  2. Reboot the computer - retest.
        
  3. If issues persist, gather the following information:
    • The Windows 8 service pack number,
    • Whether it is 32 or 64-bit,
    • The Upload New Fax log.
          
  4. Review the log. 
    • Look for error codes.
    • Use the bottom of this article to interpret them. 
    • Often the log will say the exact process that is causing the Fax Upload to crash.
    • Identify and temporarily close the process that the Fax Upload Tool is interfering with.
    • Retest.
          

"Unable to get file status for C:\Users\[username]\AppData\local\temp\ifax_Output.tif  Error code 2"

or

"Unable to get file status for C:\Windows\Temp\ifax_Output.tif  Error code 2"

This issue applies to all versions of Windows that the Fax Upload Tool supports - from 7 to 10.
     
or

"C:\Users\<username>\AppData\Local\Temp\ifax_Output.tif was not found"

or


"Failed to enumerate objects in the container.  Access is denied"
 
 
or

a similar error regarding being unable to find, write, access a file.

The file permissions on the Temp folder that the Fax Upload uses are incorrect.

Please reach out to Technical Support as we would need to work remotely with you to resolve issues local to your PC.

You are using an unsupported operating system, Windows 7 64 bit.

Avast Anti-Virus definitions are out of date & is interfering with the Fax Upload installation

Avast updated their definitions so they don't flag Fax Upload version 3.3.4 anymore.

If you try a newer Fax Upload version & have the same problem, try temporarily disabling Avast. 


If you do not have Avast, try temporarily disabling any Anti-Virus/Anti-Malware program and try again.

If issues persist, reach out to Technical Support to further troubleshoot.

Error:
"Print installer warning (shut_down_spooler_service - ControlService):
error #1051
A stop control has been sent to a service that other running services are dependent on"
 
"Printer installer WARNING (DeleteMonitor):
error #3008 for value 'FaxUpload Port Monitor'.
The specified port monitor is currently in use."

"Printer installer WARNING (AddMonitor):
error #3008 for value 'FaxUpMn12.dll'.
The specified port monitor has already been installed".

The print subsystem (spooler) is being used by another program.

The Fax upload tool needs to shut it down before it can install the fax upload driver.

The easiest way to fix this is to reboot their computer.  This should force any active program using the print spooler to close.

Make sure to completely uninstall any previous version of the Fax Upload tool + folders before trying to install the program again.

If you still get the error message, close any programs that may have started in the system tray in the bottom right-hand corner of the screen and try again.

Windows 8 only error: "There was a problem connecting to the printer. Make sure it's connected and try again".

It affect programs using the new “Metro interface” style print dialog that Windows 8 uses for PDFs and other known file types.

For example, when viewing a PDF using the Windows 8 PDF viewing program, the user selects Print or presses ctrl + P, and a bar comes in from the right with a list of printers. The user then selects “upload new fax” and it returns the error "There was a problem connecting to the printer. Make sure it's connected and try again."

The application works when opened through the Windows 7-style dialog that you get from Notepad or Internet Explorer.

Due to “Metro interface” style print dialog, which uses a different printer driver scheme that the Fax Upload Tool doesn't support yet.

Affects fax upload versions 3.3.0 & beta version 3.3.1.

Workaround: Use third-party Windows programs to open known file types, like PDFs.

For example, install and open PDFs with Adobe Acrobat Reader. 

The timestamp on the actual faxes that are sent are incorrect while the time in the Teleweb Portal Sent Fax Log and Webfax Call History are correct.

Typically the time is +/- one or more hours ahead or behind.

The Fax Upload Tool puts the timestamp on the actual fax before it's uploaded to our servers. 

It determines the time using the host computer's time.

If the time is incorrect on the actual faxes, then the local PC’s time has to be corrected.

Error Message: "Update MFC Application has stopped working"

or something along the lines:

...MFC application failed

MFC stands for Multi Function Center or machines that are combination fax, printer, scanner, copier.  Cause is usually user error or conflicting third-party printer software.

  1. The Subject Line field doesn't restrict the you from entering a 2nd line, which causes the Fax Upload Tool to show this MFC error & freeze.
    • Example:
    • Subject Field shows the title is using 2 lines, which isn't valid:
      • John & Robbin Mouck
        Unique Identifier 999999
    • It should show only 1 single-line formatting, as shown below:
      • John & Robbin Mouck – Unique Identifier 999999
  2. When this happens, the wrong fax printer has been selected instead of 'Upload New Fax'. 
  3. Beware Microsoft and MFC software can setup virtual fax printers like the Fax Upload does.

Fax upload server reports error: "Upload Fax Error: The account you have attempted to upload to does not support this feature.  Please contact Technical Support."

or

"Upload Fax Error: Internal Server Error".

The incorrect number was input into the Fax Account Phone Number field

The direct dial number of the Webfax should be input into the Fax Account Number field.

Grayed out send and/or other buttons

The file permissions on the Temp folder that the Fax Upload uses are incorrect.

OR

The filename is too long for fhe file they are trying to send.

OR

The application is being opened directly, without choosing to print a document and selecting "Upload New Fax"

Reach out to Technical Support for assistance with file Permissions on your Local PC.

OR

Rename the filename to something shorter (max is 40 characters), and has no spaces or special characters. Try to send the fax again.

OR

Verify you are opening a document, choosing the option to print it and selecting "Upload New Fax" as the printer

"Background Print Operation Failed"

and/or

"Unable to write license information to registry".

The fax upload printer driver wasn't able to run or it crashed.

and/or

The fax upload tool doesn't have the admin permissions it needs to write to the Windows registry.

Background: Users of the fax upload tool must have admin privileges to send faxes because by default only administrators can access the fax upload tool Windows driver. IT may need to add access to the fax upload printer driver to the Users permission group, especially if their computers are on a Windows domain.

Set the user account(s) as admin.  They then need to log out & then back in. Uninstall & reinstall the fax upload tool as an admin.

Fax Upload does NOT show 'Fax file uploaded successfully'' after clicking send.  It also doesn't show anything in the fax upload log.  It just crashes.

and/or

Fax log shows that it didn't upload the file and shows no obvious error:

28900417:Fax Account Phone Number: [XXX-XXX-XXXX]

28900417:Fax number(s) sent to: [XXX-XXX-XXXX]

28900417:Sent to Fax mailbox: No

28900417:Webrouter URL:https://wr.telecomsvc.com/tw2/mail/faxUploadRouter.do

The 2nd line in the Subject field is being used in the Coversheet.

Filename is too long.

Use only the first line of the subject field.

Also the name of the file is less than 40 ASCII characters long.  It cannot include special/non-ASCII characters, such as ~@$(&*)!^%#?` or more than one period '.' before the file extension.  Also the'Document Name' field in the Fax Upload Tool must fit the same parameters.

Example:

BAD: My.f@x.uplo&d.file.name.i$.*invalid*&too.|ong.pdf

GOOD: Myfaxuploadfileisgood.pdf

Cannot send specific files or 1 single file

Either filename is too long

AND/OR

Certain files like encrypted PDFs or Word docs cannot be faxed because they don't allow sharing.  Also corrupted files will fail to send.

First ensure the name of the file being sent less than 40 ASCII characters long.  It cannot include special/non-ASCII characters, such as ~@$(&*)!^%#?` or more than one period '.' before the file extension.  Also the 'Document Name' field in the Fax Upload Tool must fit the same parameters.

Example:

BAD: My.f@x.uplo&d.file.name.i$.*invalid*&too.|ong.pdf

GOOD: Myfaxuploadfileisgood.pdf

If the filename is fine, fax a new Notepad text document.  If it is successful, then it's an issue with the specific file or the program they are sending from.

''The application is unable to communicate with the fax service at this time" when the fax upload tool first starts.

The fax upload tool is checking for updates to its own software, and is failing that check.

If an older version of the Fax Upload is present, uninstall and reinstall a new version.

They can download the most recent version of the Fax Upload Application from the Teleweb's Tools and Files area.

''Cannot communicate with the fax service at this time'' at any time

AND

The log file shows the following error message:

"HttpSendRequestEx request failed[2, 0x00000002]"

 

The fax upload tool cannot reach the Intermedia servers.

Open Internet Explorer, and set the "File/WorkOffline".value to Off.

Work in progress: unknown what error it causes.

Fax upload doesn't support file names longer than 40 characters and/or with special characters.

Change the filename of the document that you're trying to send must be less than 40 characters in length & cannot include any non-ASCII characters such as commas, special characters, or periods other than the period right before the file extension.  Ex: Access.Line.pdf is invalid.

Also the 'Document Name' field in the Fax Upload Dialog must fit the same requirements.

Coversheet information stops auto-populating when it used to before.

Unknown, likely due to fax upload file corruption.

Completely uninstall and reinstall the Fax Upload tool.

After running FaxUploadSetup.exe, the installer opens and starts extracting the installation files, but it stops before it runs the setup wizard.

FaxUploadSetup.exe is stuck running one or more background instances of the program which are not responding.

Reboot their computer to clear the stuck instances

-- or --

Press CTL+ALT+Delete to open the Task Manager > click Processes tab > select each process that says "FaxUploadSetup" under the Image Name column & click End Process until all of them are gone:

No printer choice after installing Fax Upload Application.

Windows 10 may set Fax Upload Application or any other printer/printer driver as default printer.

Click Start button>Settings>Devices>Printers and Scanners>scroll down and turn off the setting for "Let Windows Manage my Default Printer".

Numeric Error Codes

The following error codes are generated by the Fax Upload Application software itself and can guide you to a resolution for many different issues.

Error code

Problem

Error Message

Reason

Solution

101

Account not found

Upload Fax Error. You have entered an invalid Fax Account Phone Number.

Account number does not exist or was entered incorrectly

Check the Fax Account phone number field and verify the user has entered their phone number correctly. 

102

Account is suspended

Upload Fax Error. The account you have attempted to upload to has been suspended. Please contact Technical Support.

Account is suspended

Please reach out to Technical Support to verify.

103

Doesn’t have fax upload capability

Upload Fax Error. The account you have attempted to upload to does not support this feature. Please contact Technical Support.

The Fax Upload feature is disabled on the backend network for this account

Enable the feature in the backend if the user is authorized to have it.

104

No gateway found

Upload Fax Error. Internal Error.

When this happens, usually, no one on that node will be able to login via web router

OR 

Account number does not exist or was entered incorrectly

Check the Fax Account phone number field and verify the user has entered their phone number correctly. 

201

File too big

Upload Fax Error. The file you are attempting to upload exceeds the maximum allowable file size of 125 MB.

The file the user trying to upload is bigger than allowed. Currently, this is a global setting, set for 125 MB. This is converted file size, NOT the original file size.

To find out the actual size of the converted file, look at this file: to C:/program files/fax upload/iFax.tif.

202

Too many fax pages

Upload Fax Error. The file you are attempting to upload exceeds the maximum allowable number of pages which is 250.

Currently, the max is 250 pages. This is also a global setting.

Try to send a file with less than 250 pages

203

Too many fax numbers

Upload Error.  You have entered more than the allowable number of Fax machines.  The maxim number of Fax machines that you can send to at one time is 100.

The user has entered too many fax numbers. Currently, the limit is 100 fax numbers. This is also a global setting.

Send the fax multiple times (to a max of 100 at a time)

204

Fax Mailbox full.

Upload Fax Error. Your Fax Mailbox is full. Please delete unwanted faxes and upload again.

The users fax mailbox is full and cannot receive new faxes (including uploaded faxes)

User needs to delete saved or new faxes if he or she has reached the limit of 256 faxes.

Additional Miscellaneous Internal Errors.

301

General error

Upload Fax Error. Internal Error.

It is possible that this happened when the router is trying to redirect the request to nodal web server.

We would need to investigate the fax log

302

No file uploaded

Upload Fax Error. Internal Error.

For some reason, fax upload driver didn’t send fax file.

Ask the user to upload a smaller file.

1 page fax.

303

Can’t download

Upload Fax Error. Internal Error.

Problem occurred when the user was uploading a fax to the server. Possibly, this is internet connection problem.

Try and re-test and receive another test fax. If this problem still exists, reach out to Technical Support.

304

Can’t save

Upload Fax Error. Internal Error.

Occurs when the web server hard disk fills up.

Check the disk space on that web server. It is possible that the disk space is full, or temp directory has not been created. Delete some files to make room for the web to write the uploaded fax file.

 

Text Error Messages

The following is a list of known problems that show up in the Fax Upload Application log file that are not specifically generated by the software:

Error Message

Cause

"The date in the certificate is invalid or has expired"

The computer date or time is not set correctly.  Investigate the time and adjust it to the correct date and/or time to resolve this issue.