Fax Server

Removing the /Support/ folder from the 4-Sight FAX folder allows the modem to be 'reset', allowing the computer and modem to be in sync. This will not remove any settings for fax devices in 4-Sight FAX, rather this returns the modem to an idle state. You must also ensure that all references to your modem are removed from the Apple System Preferences.

To remove references to your modem in System Preferences:

1. Navigate to the 'Apple Menu -> System Preferences'
2. Select 'Network'
3. In the list on the left, remove (Hit the minus '-' button) any references to 'modem' or your modem's name. For example, if you used the MultiTech 9234 MU CDC, look for anything containing a similar name, such as '9234'

To locate and remove the /Support/ folder, follow the instructions below:

1. Close the Fax Server.
2. Open up Finder and navigate to the /Applications/4-Sight FAX Server 7.5/ folder.
3. Remove the folder 'Support' from the directory. This houses all the temporary modem information, so removing it will give the modem a clean slate.
4. EMPTY the recycle bin. (if it complains about 'File in use', proceed to Step 5, then repeat Step 4)
5. Restart the Apple Machine.
6. Start up the Fax Server Software.

To help make license management and license upgrading easier for customers, we have provided a simple one-file solution to manage licensing information. If upgrading to the latest paid release of 4-Sight FAX, or if you change the physical machine the Fax Server is operating on, a new License fill will have to be generated. Once generated, applying this file is a breeze.

To install the license file, follow the directions below:

1. Close the Fax Server.
2. Open up Finder and go to the following directory: /Applications/4-Sight Fax Server 7.5/Fax Server Data/.
3. Unzip the License.zip file attached to this email, and copy the unzipped ‘License’ file into the /Fax Server Data/ folder. Click ‘Yes’ if it asks if you want to replace this file.
4. Restart your Fax Server. After doing so, check the Licensing menu under Setup on the 4-Sight FAX Server to ensure the licensing information is correct.

f you are encountering a particular bug with 4-Sight FAX, you may receive a development version of 4-Sight FAX that provides a fix for the bug. Once you receive the development version, marked by a release number of7.5.t#, installation is a quick and simple process:

1. Close the 4-Sight FAX Server application.
2. Once closed. backup your /Applications/4-Sight FAX Server 7.5/ directory.
3. Unzip the attached file and move the 'Fax Server v7.5.4.3t7.app' to the /Applications/4-Sight FAX Server 7.5/ directory.
4. Rename the 'Fax Server.app' in the directory to 'Fax Server Stable.app'.
5. Rename the 'Fax Server v7.5.4.3t7.app' to 'Fax Server.app'.
6. Restart your Fax Server.

To check the version of Fax Server once you have restarted, go to the menu and select Fax Server->About Fax Server. The version number is displayed on the right hand side below the 4-Sight FAX logo:

Yes, by using the Fast User Switching feature of Mac OS X.

Discussion: 4-Sight FAX Server typically runs as a task under a Mac OS X Administrator account in order to have the Read & Write permissions necessary to update the Incoming and Outgoing fax queues and other files when necessary. If 4-Sight FAX Server runs under a non-Administrator account, it must still have proper permissions in order to do its job.

Under Panther (10.3 and later), Mac OS X supports multiple simultaneous log-in accounts through the Fast User Switching feature. This feature allows multiple accounts to be running concurrently, although a password is still required to switch accounts (via the Finder menu bar in the upper right-hand corner). While multiple accounts can be active, only one account is displayed on the computer monitor. Fast User Switching allows Fax Server to be running in the background on one account while a user is logged in on another account.

To enable Fast User Switching, go to System Preferences --> Accounts. Unlock the padlock in the lower left corner, then choose Login Options at the bottom of the Account list. Place a check in the box beside "Enable Fast User Switching." Configure the 4-Sight FAX Account to log in automatically at startup with 4-Sight FAX Server as a Login Item that will open automatically when the Account logs in.

This allows 4-Sight FAX Server to run under one Account while another account is in use. The key is that 4-Sight FAX Server must be launched either automatically or manually under an Account that has proper permissions to the necessary files. If 4-Sight FAX Server is not running, it will not be available to the Fax Clients.

Reminder: The 4-Sight FAX Server host computer should have a static (manual) TCP/IP address to ensure that the Fax Clients will always know where to find the Fax Server.

There are three requirements for the Caller ID feature to be supported in 4-Sight FAX:

1. You must have Caller ID service enabled on your fax line. Caller ID service is available by subscription from your local telephony provider.
2. The modem must support Caller ID detection. MultiTech modems on the 4-Sight FAX Supported Modems list are Caller ID-capable. For information about Caller ID support with Apple modems, click here.
3. Currently, modems on the 4-Sight FAX Supported Modems List offer support for Calling Line Identification according to the North American (Bellcore) standard for CLI. We are investigating the possibility of adding support for modems that are compatible with the CLIP - Calling Line Identification Presentation standard used by some European countries (and others) for wireline and GSM telephones.

Assuming that all of the above are true, you can enable Caller ID reporting on the 4-Sight Fax Server in Device Setup. For each fax line that is CallerID-capable, place a check in the box beside "Enable CallerID." Similarly, if you intend to use the CallerID Block-List, place a check in the box beside "Use CallerID Block-List." If the boxes are not available to be checked, the modem for that line is not CallerID-capable.

Keep in mind that Calling Line Identification can be blocked from the source of the call. In that case, a 'P' (Private) or some other character such as 'O' may appear in the From # column in the Fax Server's Incoming Queue display to signify that the transmission of Calling Line Identification was blocked.

One of the main reasons why completed faxes do not appear in the Outgoing Queue is that they have been Archived or automatically removed from the Outgoing queue. Check your Queuing and Archiving Setup on the Fax Server to make sure these features are scheduled to give users plently of time to re-examine their faxes before being archived or removed.

If the Fax Client is sending faxes to the Fax Server but they never appear in the Outgoing Queue, there may be a problem with File Permissions on the Fax Server. To verify settings, do this...

1. Quit the Fax Server.
2. Select Applications from the Finder's "Go" menu.
3. Find and select the "4-Sight Fax Server" folder.
4. Select "Get Info" from the Finder's "File" menu.
5. Click on the arrow for "Ownership & Permissions".
6. Click on the arrow for "Details".
7. Choose "Read & Write" for You Can, Owner, Group, & Others.
8. Click "Apply to enclosed items".
9. Close the Info window.
10. Pause a few seconds, then launch Fax Server.
11. Test your changes.

Other issues can cause faxes not to appear in the queues as well. These include disk problems, misplaced files, and network issues. Follow these tips:

1. Perform regular disk maintenance on the Fax Server computer using the Mac OS X Disk Utility. Make sure that you back up your hard drive regularly to avoid losing the Fax Queues and Archives in the event of a disk crash.
2. DO NOT move any of the installed 4-Sight FAX files from their current locations! This can create problems with the Server and Client.
3. Check for network problems, such as loose or disconnected cables, and hubs or switches which are not powered on. Try connecting one machine to the other using AppleShare. If an electrical storm recently occurred nearby, power down all of your hubs and switches. Wait 10-15 seconds, then power them back on again.

If you perform all of these steps and still have problems viewing or downloading faxes, please contact 4-Sight FAX Technical Support.

• Scheduled fax -- The fax is scheduled to be sent at a later time.
• Enable Outgoing -- On the Fax Server, go to Setup -> Device. Check each fax line to confirm that at least one of them is enabled for Outgoing. If no fax line is enabled for Outgoing, all outgoing faxes will remain in Imaged status until at least one fax line is enabled for Outgoing. If there is no dial tone available on a particular fax line, the effect is the same as if that line is not enabled for Outgoing.
• Tone Detection -- On the Fax Server, go to Setup -> Device. In Configuration for each fax, check the setting of Tone Detection. The default setting is Dial and Busy Tones. Check the Fault Log for dial tone errors.
• Minimum Priority -- Also in Device Setup, check the Minimum Priority level for outgoing faxes. Near the bottom of the Device Setup window is a setting for Minimum priority of messages to process. The default setting is Bulk. If the setting for a particular fax line is higher than Bulk, outgoing faxes with a lower priority will not be sent on that fax line. For example, if the fax line is set to a Minimum Priority level of ASAP, then your fax must have a priority level of either ASAP or Urgent or it will not be sent on that fax line. The first fax line should never be set to Urgent. Note: The priority level of an outgoing fax is set on the Client. Once you click the New Fax button, go to Cover Page -> Priority and select the priority level. You will have to set the priority level for each new fax that you create. For more information on Fax Priority, see General FAQ #10 & General FAQ #11.
• Predial Prefix -- If an access number is required to reach an outside line, that number, followed by a comma, should be configured as the Predial Prefix in Device Setup -> Configuration on the Fax Server. The Predial Prefix should not appear in the Address Book or be added to a number on the Fax Client.
• Wrong numbers -- Invalid fax numbers can also cause outgoing faxes to remain in "Imaged" status or to enter "Failed" status. Check the Fault Log to see if the numbers dialed are valid or invalid. Invalid fax numbers will occasionally cause the modem to throw a spurious "No Dialtone" error or a "No carrier" error. You should dial suspicious numbers from your desk telephone and listen for a fax machine to answer your call. Also, check to see that Smart Dial is enabled on the Fax Server and in the Address Book for each recipient whose fax number is not what it should be.
• It's about time -- Another possible cause for an outgoing fax to remain in "Imaged" status is that the time on the Fax Client’s clock differs from the time on the Fax Server’s clock by a significant number of minutes. Check the Date/Time settings on both machines and make sure the date, time (including AM/PM), DST (Daylight Saving Time) and time zone are set correctly. To avoid problems in the future, enable automatic date and time setting in Mac OS X System Preferences for all 4-Sight FAX Clients and the Fax Server.
• File Permissions -- There may be a problem with File Permissions on the Fax Server.

When you change the IP address on the Server, you must always restart the Server machine in order for the Mac OS to clear any record of the old IP address. Otherwise, the Fax Server may broadcast both addresses. If, after restarting the Server, you still see the old address on the Client, then this means that the Client is retaining the old address, probably because it was manually entered, rather than picked up from the Server broadcast. In this case, go to Tools menu>General preferences on the Fax Client, and click the Reset button. This resets all of the Client’s preferences to their default values, and it will clear the Client’s record of the old IP address.

First, make sure that your server is configured to send outgoing faxes by following these steps on the server:

Setup->Device Setup->Make sure the Enable Outgoing box is checked*

*This box can become unchecked if another application on the machine has "grabbed" the modem device.

If the above is set correctly and the fax is still unsent, the problem could be that:

1. You are working offline and not connected to the server.
2. You have hardware issues with the modem and need to check the modem connections and make sure the modem is working properly.
3. You have analog line issues and need to contact your telephone service provider.

Ensure that your Fax Server is configured to receive incoming faxes by following these steps on the server:

• Enable Incoming Go to Setup -> Device and confirm that Enable Incoming is checked for at least one fax line.
• Check Communications for each fax line in Device Setup to confirm that the port is valid and active.
• Close all dialog windows on the Fax Server. As a matter of course, no window should be left open on the Fax Server other than the Incoming Queue window, the Outgoing Queue window and/or the Users window if desired. All other windows should remain closed except when they are in use.

If Enable Incoming is set correctly, quit Fax Server, wait 30 seconds and launch Fax Server again. If Fax Server is still not receiving, check the following:

1. MultiTech's external modems have two jacks for telephone line connections. The telephone wall cord should be plugged in to the Line jack on the modem. The Phone jack is not used with 4-Sight FAX unless an extension telephone is in use. If a fax machine is in use in conjunction with 4-Sight FAX, do not connect the fax machine to the Phone jack of the modem. Instead, use a Y-adapter plugged in to the wall jack to connect the fax machine. If a fax machine is sharing a fax line with 4-Sight FAX and 4-Sight FAX is expected to receive incoming faxes on that line, the fax machine should not be allowed to answer incoming calls ahead of or in conjunction with 4-Sight FAX.
2. There is a real fax machine connected to the same incoming fax line and it is automatically answering the same incoming call that 4-Sight FAX is trying to answer. Because Caller ID information is transmitted between the first and second ring, 4-Sight FAX requires at least 2 rings before it answers the incoming call and sometimes more. If a real fax machine is connected to the same fax line that 4-Sight FAX is using, the real fax machine should be set to manual mode so that it will not answer incoming calls. Instructions for setting the real fax machine to manual mode can be found in the documentation for that particular fax machine. If the printed documentation that came with the fax machine has been misplaced, an Internet search will usually locate the necessary information. If assistance is required, please contact 4-Sight FAX Technical Support and include the brand and model of the fax machine.
3. The 4-Sight FAX Fault Log contains messages created by the modem. Go to the Applications -> 4-Sight Fax Server 7 folder to find the Fault Log. Open the Fault Log and examine it for messages that indicate the nature of the problem. The most recent errors are at the bottom of the list.
4. The telephone line is not active. Try sending a fax using that particular line. A status of "No Dialtone" indicates a dead or disconnected fax line. If the telephone line is completely dead, contact your telephone service provider.

When viewed in the client, 'unread' messages in the Incoming Queue are displayed using a green font to distinguish them.

• Scheduled fax -- The fax is scheduled to be sent at a later time.
• Backlogged -- When the server is backlogged with faxes to image, print or send, all newly submitted faxes will show a 'Waiting' status until the backlogged tasks are completed.
• Open Dialog Window -- An open dialog window on the Fax Server may cause Outgoing faxes to remain in Waiting status and may also block Incoming faxes from being received. As a matter of course, no window should be left open on the Fax Server other than the Incoming Queue window, the Outgoing Queue window and/or the Users window if desired. All other windows should remain closed except when they are in use.
• Printing has priority -- Printing is on but Prioritize imaging over printing is not enabled. To correct this problem, go to Setup->Printing. If the Printing Configuration has the Printed copy of messages option checked, make sure that Prioritize imaging over printing is also checked.
• It's about time... -- Another possible cause for an outgoing fax to remain in "Waiting" status is that the time on the Fax Client’s clock differs from the time on the Fax Server’s clock by a significant number of minutes. Check the Date/Time settings on both machines and make sure the date, time (including AM/PM), DST (Daylight Savings Time) and time zone are set correctly. To avoid problems in the future, enable automatic date and time setting in Mac OS X System Preferences -> Date & Time for all 4-Sight FAX Clients and the Fax Server.

This can happen when the resolution of an attachment is higher than that of the Cover Page. To avoid this problem in the future, do this on the Fax Server...

1. Go to the Setup menu.
2. Click on Cover Pages.
3. If Resolution is set to Standard, change it to Fine and click OK.
4. Users who are logged in should log out and log in again to receive the change.

You will need to open port 8008, which is the 4-Sight FAX default. This also applies to any other firewall product that may be in use. Here are the steps for the Apple Firewall:

1. In System Preferences, select Sharing and then select the Firewall tab.
2. Click New and add port 8008 as Other.
3. If you prefer to use a different port, create the desired port in the Firewall, then go to Setup -> TCP/IP on the Fax Server and specify the same port.
4. After closing the TCP/IP dialog, quit Fax Server and restart the host computer in order for the change to take effect.

If port 8008 is not open in the firewall or the TCP/IP address of the Fax Server has changed, a "Server unreachable" message may result on the Fax Client. This same "Server unreachable" message may occur if a Setup dialog remains open on the Fax Server. Be sure to close all windows on the Fax Server other than the Incoming Queue window, the Outgoing Queue window and/or the Users window if desired. All other windows should remain closed except when they are in use.

Reminder: The 4-Sight FAX Server host computer should have a static (manual) TCP/IP address to ensure that Fax Clients will always know where to find the Fax Server.

Yes. Both 4-Sight FAX Server and 4-Sight FAX Client can run together on a single Mac. We have customers who prefer to run both parts of 4-Sight FAX on one machine. Typically this is not a problem as far as performance is concerned. In networked environments, 4-Sight FAX Administrators find that running a Fax Client on the same machine as the Fax Server can be quite convenient.

Facsimile technology is based on POTS - Plain Old Telephone Service - analog lines. 4-Sight FAX runs best on analog fax lines because the data/fax modems that we currently support run best on analog fax lines. Soft Solutions, Inc. does not warranty 4-Sight FAX on any digital or trunked telephone system. This is not due to a problem with 4-Sight FAX but rather with the limitations of the Facsimile protocol itself.

In the current telephony environment, vendors of digital telephony equipment offer analog emulation cards ( aka adapters ) to accomodate fax machines and fax technology. Many of these analog emulation devices work quite well, but some do not. Therefore, the burden for support of these devices rests with the vendor of the device rather than with Soft Solutions, Inc.

If you are not permitted to send Priority faxes, any fax with a priority above 'Normal' will be rejected with the reason "Was rejected because you are not permitted to send urgent faxes."

Permission to send Priority faxes is granted or denied on the Fax Server in User Setup. If you compose a fax while not connected to the server, the client will allow all priorities to be set, regardless of what is in the server configuration. When a connection is made to the server, the error "Was rejected because you are not permitted to send Urgent faxes" will occur.

To prevent 'ASAP' and 'Important' faxes from being rejected, follow these steps on the server:

Setup->Security Setup->User Setup->Users->Make sure the Priority fax box is checked.

VPN connections are supported by the Mac OS X version of 4-Sight Fax Client. The 4-Sight Fax Client for Microsoft® Windows® does not currently operate across a VPN connection. We are considering added VPN support for the Windows Fax Client in 4-Sight FAX 8.

Follow these steps to configure your new modem:

1. Within your running 4-Sight FAX Server program, navigate to the Setup -> Devices menu. From the list of Modem Types, select your NEW modem and click apply.
2. Close the Device Setup windows and Quit the 4-Sight FAX Server.
3. Unplug the old modem (you want to replace) from the back of your computer.
   
4. Open up Finder and navigate to the /Applications/4-Sight FAX Server 7.5/ folder.
5. Remove the folder 'Support' from this directory (above). This houses all the temporary modem information, so removing it will give the modem a clean slate.
6. Empty the trash bin.
7. Shut down the computer, plug in your new modem, restart the computer then launch the 4-Sight FAX Server.

Your new modem should now be properly configured!