In our recent webinar, we opened the floor to our customers to discuss our fax product, Passport. This was an exciting opportunity to gather direct feedback and address any concerns or questions about the product. Here are some of the highlights of the conversation we discussed, as well as solutions and workarounds.
Errors in Fax Failure Codes
The open forum first touched on how the issues with faxes being sent via Lane that show incorrect failure codes, such as HNG_T1_TIMEOUT or SITINTC, instead of indicating a human answer.
The Lane team explained that this problem is often linked to the SIP trunk configuration when communicating with T38. It was advised that if a failure code appears confusing, it’s best to call the number directly to determine if there is a human voice or a recording.
Unfortunately, these situations do not always translate accurately into failure codes. We noted that using etherFAX or Fax 2.0 tends to offer more precision, as these services utilize an HTTPS gateway instead of an SIP Gateway, resulting in more specific error feedback.
Workaround Solution for Incompatible Files in DocConvert
A question was raised regarding incompatible files in the DocConvert application. When messages are sent from Sunquest Apollo through CoPath to the Lane Passport, the format changes from TIF to RTF or PDF. This can lead to issues when faxing the files, sometimes resulting in a “permission denied” error in DocConvert.
There has been some difficulty with resolving this issue, which seems to stem from permissions being set on the PDFs before they are received, preventing conversion. While RTF files convert without issues, locked PDFs cannot be converted to TIF.
To address these challenges, Lane recommended to utilize the message track and audit features to identify and resolve issues without relying on faxing.
New DocConvert Updates
Following the discussion of incompatible files in DocConvert, Lane segued into talking about the upcoming updates in the application. For those who may have seen issues with DocConvert over the years, we are in the process of developing a new version of DocConvert.
There were issues with the older versions, where, at times, DocConvert would use print folder printers to convert documents, and various processes could cause documents to be held up, resulting in conversion failures. Our usual recommendation has been to reboot the server. Some users working with different versions have managed fine, but for others, the type of documents they send can lead to these issues.
Over the past year, however, Lane has been working on a solution to bypass the printer entirely. This process requires extensive testing to identify and rectify any issues. Once testing is complete, we will inform our customers about this update. We already have a few test sites running the update, and they have used it extensively without encountering any problems. If you are experiencing issues, we plan to update your system accordingly.
Server Rebooting Issue
It was reported that there is a need to restart the server every few weeks for optimal functionality. To address this issue, Lane can analyze diagnostic logs, including passport and SMTP logs, to identify the root cause. While scheduling regular server reboots serves as a temporary workaround, we aim to find a permanent solution to enhance the server’s performance and reliability.
Other System Updates
Towards the end of the open forum, Lane discussed upcoming upgrades and new features for Passport 4000, stating that these features and updates will vary by version. The latest iteration, recompiled with Visual Studio 2017, includes important updates such as TLS. While updates to the DocConvert application may occur, the core version will remain stable. Customers can update file versions through the application if their network permits internet access.
As discussed earlier, we’re thrilled to announce that the new DocConvert updates are almost finalized and ready for release. Although, we never force upgrades to new versions; it’s always the customer’s choice to update or continue using their preferred version.
Integration Updates
The Lane team also made mention of the new integration of Salesforce and MS Teams with Passport, enhancing functionality for our users and helping to further streamline fax workflows. These integrations allow for more efficient communication and document management within your organization, making it easier to keep track of fax activities directly from your preferred platforms.
Lane: Providing the Utmost Support & Faxing Expertise to Our Customers
At Lane, our priority has always been to offer top-tier support and faxing expertise to our customers. We appreciate all those who participated in the webinar and shared their valuable questions and insights. As we continue to gather and implement your feedback, we’re able to ensure that our customers have the best possible faxing experience with Passport.
Get in touch with the Lane team for more information on Passport and how you can get the most out of your existing solution.
