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james12345678910111213 avatar image
james12345678910111213 asked james12345678910111213 commented

unknown error when attaching files to fax

For some reason, I receive "unknown error" today when attempting to attach a pdf file to fax.  Logging off and back on has no favorable result.  Any ideas?
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jb-ferguson answered
James,

Several things could be causing that...including, but not limited to; the size of the fax, the fax file name (e.g., does it contain ampersands..&), and the number of pages in the fax attachment.

From the RingCentral KnowledgeBase article:
To prevent fax attachment issues, ensure that the following are met: 
Ensure that the attached files are supported. The file name of attached files should not include ampersands (e.g. &) or other special characters. For more information, go to  Supported File Attachments for Faxes.
Ensure that the attachment does not exceed 200 pages.
Ensure that the combined size of all attachments  do not exceed 20 MB.

Here's the entire article regarding fax troubleshooting:
https://success.ringcentral.com/articles/RC_Knowledge_Article/Fax-Troubleshooting-Checklist#Outgoing...


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james12345678910111213 answered james12345678910111213 commented
Thanks Jan...that is what is confusing me...total is 22 pages and 4.5 MB...no special characters in the name of the attachment...it is a pdf file
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saadetswift16514 avatar image saadetswift16514 commented ·
Hello James,

Are you sending the fax via your softphone or the web portal?
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james12345678910111213 avatar image james12345678910111213 commented ·
Hi Saadet...I was attempting to send it through the web portal.  Since that was no longer working for me, I downloaded the app for windows and that did work. 
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saadetswift16514 avatar image saadetswift16514 commented ·
Hello James,

Interesting. Did you try clearing your cache and cookies in the web browser? Often times if you get an unknown or internal error, clearing cache and cookies fixes it :)
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james12345678910111213 avatar image james12345678910111213 commented ·
Yes, I do that regularly...not sure what had happened.
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mike avatar image mike commented ·
Thanks for the follow up James.  If that happens again, please go ahead and open a support case and if the fax does not contain anything sensitive/confidential, then please attach the pdf to the case.

Mike
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