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FS#14051 — FS#20225 — Outgoing faxes

Attached to Project— VoIP
Incident
Fax
CLOSED
100%
We've been informed about some issues regarding outgoing faxes.
This affects certain devices used with the Plug'n'Fax service offers.
We are investigating to find the root cause.

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Monday, 12 September 2016, 09:10AM
At the moment, we're unable to reproduce the issue internally.

But following some thorough investigation, we've come up with a lead: the issue would stem from a faulty negotiation of the codecs used during the sending process.

We will continue to investigate today, and we will keep you informed through this post.

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Monday, 12 September 2016, 18:15PM
We've applied a temporary patch to the routing for the numbers that are affected. This solves the issue for outgoing faxes.

We're investigating even deeper to fix the root caues of the problem.
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Thursday, 15 September 2016, 16:50PM
We've found a setting that could cause the errors on SPA112 devices

We've just deployed the fix on all devices and this should solve most sending issues.

We're keeping an eye on what is happening.



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Friday, 16 September 2016, 13:37PM
The feedback received confirms that the patch is working correctly.

For customers with a SPA112 that's not being managed by OVH, there are the settings that need be changed on corresponding lines:

On the management interface:
- Click on the "Voice" tab
- In the menu, click on "Line 1" or "Line 2"
- Change the following setting: "FAX Passthru Codec" to "G711a"
- Change the following setting:"FAX Passthru Method" to "ReINVITE"
- Press "Submit"

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Date:  Friday, 16 September 2016, 22:29PM
Reason for closing:  Done