Logicwrath Posted March 23, 2016 Report Posted March 23, 2016 I am having trouble sending a 20 page fax using a Fax Box.I am sending the fax from 2600 to GFI Fax Online.I am only receiving 5 pages from the 20 page fax. When I send from GFI to 2600 the fax is received.The call logs state the following:fax_info.fax_result_text: Far end cannot receive at the resolution of the imageI would very much prefer to be using the built in fax box functionality. However, these faxes are very important to the client. They are essentially sending in documents for financing and within about an hour of the fax being sent they get thousands of dollars wired to them. If we can't get these large faxes to successfully send to the bank reliably, we are going to have to look for an alternative.If I can provide more information to get this working please let me know. Thanks!
Logicwrath Posted March 23, 2016 Author Report Posted March 23, 2016 I believe this issue is being caused by the scanner settings. The PDF that was created had slightly varying widths for example.On the page that was often failing, I noticed that the width was noticeably incorrect. I plan on reviewing the scanner tomorrow and making sure that the scans get created correctly at 8.5" x 11" etc.. There is likely some kind of automatic page size detection turned on.I would like to say that I do appreciate the fax errors in the call logs, I was able to find this out by reviewing those. I suspect I will be able to fix it.
Administrators Darren Schreiber Posted March 26, 2016 Administrators Report Posted March 26, 2016 "Far end cannot receive at the resolution of the image" is your clue. It's actually probably correct and not a Kazoo bug. Each page has a resolution and a size (which I don't believe we set, it's in your original file). Sometimes, for example, you might have a piece of paper that the original fax machine or scanner treated as a legal page size instead of letter. On each page transmission we tell the remote end what size page to receive (standard fax stuff). Some fax machines are literal - if you tell them it is legal size they'll go look in their trays for legal paper. If they don't have it, they'll reject.Other machines it's simply about the quality of the resolution you're sending - it might simply be too high for the remote end so it rejects it.Try resampling your image to a lower resolution and size and re-send. See if that works.This might be a neat idea for a feature request. We could study more generally accepted sizes and see if we can auto resize before sending. Of course, the receiving end then might complain that everything came out looking tiny...
Logicwrath Posted March 28, 2016 Author Report Posted March 28, 2016 We did some testing on this last week around the time I posted the original thread. It seems the receiving fax server (in this case GFI Faxmaker Online) is only accepting 8.5x11 and 8.5x14 resolutions.Perhaps it would make sense to recreate any non-standard documents prior to sending to improve deliverability. Or, perhaps you could consider only doing that if the first fax fails via a specific error code.I had someone testing different sizes and that is the conclusion they came to.Here is some additional testing we did recently.Original Fax Test Document:http://prntscr.com/al3g45GFI Fax Online to GFI Fax Online:http://prntscr.com/al3gf3http://prntscr.com/al3iu6http://prntscr.com/al3kmaGFI On Premises to GFI Fax Online:http://prntscr.com/al3gmghttp://prntscr.com/al3j2dhttp://prntscr.com/al3krz2600hz to GFI Online:http://prntscr.com/al3h8xhttp://prntscr.com/al3j9chttp://prntscr.com/al3kxlWhen I took these screenshots I had to zoom out to get the whole page, so you don't see as easily how the quality is different.The best fax quality is actually GFI On-Premise to GFI online using a Comcast phone line and a server with a modem.The fax quality coming from 2600hz in regards to resolution and sharpness was the worst of the three tests. However, in our experience it has been reliable.I am only posting this here in case it is helpful. I am not sure if you are losing any resolution in conversions or forcing a certain resolution/DPI. I just thought it might be helpful to see how it stacks up. We are noticing that the 2600hz email to fax is producing harder to read and lower quality faxes when we run out tests.
Logicwrath Posted March 28, 2016 Author Report Posted March 28, 2016 I have the original PDFs of these tests, if you want them I can email them somewhere just let me know where.
Administrators Darren Schreiber Posted March 28, 2016 Administrators Report Posted March 28, 2016 Drop me a note at darren@2600hz.com with the attachments. I'll give them a try and see if we can tweak the converter we use that might be reducing the resolution.
Karl Stallknecht Posted April 7, 2016 Report Posted April 7, 2016 FYI for the first time ever, a customer of ours received this same error. The PDF dimensions are indeed 8.5 x 11 and we tried resizing too, but it won't send. I just sent it to you Darren.
Administrators Darren Schreiber Posted April 8, 2016 Administrators Report Posted April 8, 2016 It can be page size OR resolution that it doesn't like.
Karl Stallknecht Posted April 8, 2016 Report Posted April 8, 2016 Out of curiosity why doesn't the error specify which one? Is there just limited data being returned from the receiving fax machine?
Administrators Darren Schreiber Posted April 8, 2016 Administrators Report Posted April 8, 2016 The original post (at the top) specifies resolution. "fax_info.fax_result_text: Far end cannot receive at the resolution of the image"You stated "a customer of ours received this same error" so I'm assuming you're referring to the same thing.
Karl Stallknecht Posted April 8, 2016 Report Posted April 8, 2016 Yes, but you said that the error in question can also mean it doesn't like page size...
Administrators Darren Schreiber Posted April 11, 2016 Administrators Report Posted April 11, 2016 FYI, we're continuing to work on this. Luis may come on here and ask some clarification questions.
Logicwrath Posted April 25, 2016 Author Report Posted April 25, 2016 I created a request to see if it is possible to normalize the page size during conversion to either 8.5x11 or 8.5x14.https://2600hz.atlassian.net/browse/UI-2166
Logicwrath Posted April 25, 2016 Author Report Posted April 25, 2016 I created another issue to review the outbound fax quality. I attached an example original PDF for testing and I also included some results of sending the original back and forth between kazoo and GFI Faxmaker Online (rebranded Concord Fax).https://2600hz.atlassian.net/browse/KAZOO-4695Surprisingly, the company receiving these faxes has not actually complained to our most affected client, I suspect the faxes end up being more of a formality in their process. However, using the original provided you can really see how bad the outbound fax quality is.
Recommended Posts