Large faxes cutting off half way

Discussion in '3CX Phone System - General' started by protocol-link, Aug 26, 2014.

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  1. protocol-link

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    I just setup incoming faxes going through a patton gateway and sending to the email of fax extension 888. It's working but when large faxes (60+ pages) they are getting cut off at 40 pages. I checked the receive connector on the exchange server and it was set to a 20mb file size cap so changed that to 200mb but it's still happening. I've looked through 3cx but can't find a setting anywhere for this. Ideas?
     
  2. lneblett

    lneblett Well-Known Member

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    Can you explain the setup as Patton has several gateways and supports different connectivity options?

    In the meantime, you can look in -
    C:\ProgramData\3CX\Data\Fax\Faxes\Sent
    This will show the faxes received and sent by 3CX and you will be able to tell if 3CX received the 60+ page or if it really got 40 pages. I don't think it will be associated to the Exchange server as I suspect that an error would have been logged as either the attachment is too big to send or the recipient box would have rejected as too large to take.

    There is no setting in 3CX to adjust sent or received size that I know of. I think it simply sends whatever it gets and relies on the mail servers to accommodate (or not).
     
  3. protocol-link

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    So on the 3cx the patton 4114 port 10007 (port 03 on the patton) was being used for regular inbound calls. I moved a fax line to this port and changed the inbound rule on port 10007 to send to email of fax 888. It works with all faxes unless they're more than 40 pages which it cuts off right at that 40 page mark. i checked the faxes directory and confirmed that it's happened about 3 times and shows at the top right corner of the last page 040/062. looking at the log i see the following:

    25-Aug-2014 15:09:04.702 NAT/ALG check:L:32240.2[Fax] REQUEST 'INVITE' - basic check passed. No information for extended checks
    25-Aug-2014 15:09:03.215 [CM503007]: Call(C:32240): Fax:888 has joined, contact <sip:888@127.0.0.1:5100>
    25-Aug-2014 15:09:03.210 [CM503007]: Call(C:32240): Line:10007<<anonymous has joined, contact <sip:10007@192.168.200.201:5066>
    25-Aug-2014 15:09:03.208 L:32240.2[Fax] has joined to L:32240.1[Line:10007<<anonymous]
    25-Aug-2014 15:09:03.208 NAT/ALG check:L:32240.2[Fax] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
    25-Aug-2014 15:09:03.147 [CM503025]: Call(C:32240): Calling T:Fax:888@[Dev:sip:888@127.0.0.1:5100;user=phone] for L:32240.1[Line:10007<<anonymous]
    25-Aug-2014 15:09:03.106 [CM503027]: Call(C:32240): From: Line:10007<<anonymous (<sip:anonymous@192.168.200.233:5060>) to T:Fax:888@[Dev:sip:888@127.0.0.1:5100;user=phone]
    25-Aug-2014 15:09:03.105 [CM503004]: Call(C:32240): Route 1: from L:32240.1[Line:10007<<anonymous] to T:Fax:888@[Dev:sip:888@127.0.0.1:5100;user=phone]
    25-Aug-2014 15:09:03.105 [CM505002]: Gateway:[Patton2] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Patton SN4114 JO EUI 00A0BA07426E R5.2 2009-01-14 H323 SIP FXS FXO M5T SIP Stack/4.0.26.26] PBX contact: [sip:10007@192.168.200.233:5060]
    25-Aug-2014 15:09:03.100 [CM503001]: Call(C:32240): Incoming call from Line:10007<<anonymous to <sip:888@192.168.200.233:5060>
    25-Aug-2014 15:09:03.100 Line limit check: Current # of calls for line Lc:10007(@Patton2[<sip:10007@192.168.200.201:5066>]) is 1; limit is 1
    25-Aug-2014 15:09:03.100 NAT/ALG check:L:32240.1[Line:10007<<anonymous] REQUEST 'INVITE' - basic check passed. No information for extended checks
    25-Aug-2014 15:09:03.091 [CM503012]: Inbound any hours rule (unnamed) for 10007 forwards to Fax:888



    and then about 25 minutes later i see the hang up:

    25-Aug-2014 15:34:23.284 Leg L:32240.2[Fax] is terminated: Cause: BYE from 127.0.0.1:5100
    25-Aug-2014 15:34:23.287 Leg L:32240.1[Line:10007<<anonymous] is terminated: Cause: BYE from PBX


    Is there maybe a time limit on calls? or is there a setting on the patton that needs to be changed to allow large faxes or long calls?
     
  4. protocol-link

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    Also this is with 3cx v11 sp4 build 28976
     
  5. lneblett

    lneblett Well-Known Member

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    well, if I understand correctly, you see the fax in the directory and it is not the full 60+ pages. This means that either the patton is not sending it all or the 3cx system is dropping it. There is a call timeout, but it is far more than the 25 minutes you indicated. Your best bet is to hook up a traditional fax machine and see if all pages are received. It maybe of interest to know if the sending side fax reports an "OK" or an error.
     
  6. protocol-link

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    I will check with the client to see if the other side is getting an OK or an ERROR. I've also found that the patton is currently at a 2009 firmware and will be upgrading to the latest firmware this evening to hopefully resolve it.
     
  7. protocol-link

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    upgraded patton firmware and it's still happening. Did a test fax of 60 pages and at the 40 page mark the call pretty much hung up on me. Guessing its the patton?
     
  8. lneblett

    lneblett Well-Known Member

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    Would not go that far yet.

    It is still beneficial to know if the sending side is getting an error or an OK signal. Your last post simply indicated the issue again, but not how the sending side perceived the completion or lack thereof.

    If an OK, then I would assume that the sending side is seeing the OK from the 3CX system and therefore the 3CX system is likely having an issue. If not an OK, then it could be the Patton or the 3CX system and possibly even the FXO line, but this seems unlikely given the receptiveness that seemingly cuts the fax off at 40 pages.

    While I do know that the 3CX side does have a call duration limitation, the fax calls being 25 minutes fall well within the 3CX setting. What I do not know is if the 3CX side has a limitation on fax pages associated to the conversion to PDF.

    I do not use a similar configuration as I use SIP, but I will try and send a large fax and see if I have the same issue.

    Most folks who bring a fax line in, as you have done, simply take the line all the way to a fax machine and avoid the intervening conversions and potential issues.
     
  9. protocol-link

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    So ran some debugging commands recommended by patton this morning to produce a log for them and also confirmed with the fax sender that they get a call error on their side when it hits the 40 page mark. We've done the setup this way so they could get emails for their faxes as their fax machine doesn't support fax to email.
     
  10. leejor

    leejor Well-Known Member

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    Was sending a 40+ page fax, attempted from any other fax machine, or just from one location?
     
  11. protocol-link

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    it has happened from various locations. Anytime a 40+ page fax comes in the call gets disconnected at the 40 page mark.
     
  12. protocol-link

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    Received this from patton support this morning, looks like the disconnect is coming from 3cx he says.


    After analyzed the debugs what I see is that during the fax transmission the disconnection is coming from the ip address 192.168.200.233 as you can see below.

    22:11:09 SIP_TR> [STACK] < 445 Stack: from 192.168.200.233
    BYE sip:anonymous@192.168.200.201:5066;transport=udp SIP/2.0
    Via: SIP/2.0/UDP 192.168.200.233:5060;branch=z9hG4bK-d8754z-8a1af2500c59e877-1---d8754z-;rport
    Max-Forwards: 70
    Contact: <sip:10007@192.168.200.233:5060>
    To: <sip:anonymous@192.168.200.201:5066>;tag=fa9092ceee
    From: <sip:anonymous@192.168.200.233:5060>;tag=aa633439
    Call-ID: 872a506620519a7b
    CSeq: 3 BYE
    User-Agent: 3CXPhoneSystem 11.0.28976.849 (28862)
    Content-Length: 0

    Regards,

    Daniel Lizaola
    Technical Support
    Patton Electronics Co
    7622 Rickenbacker Drive
    Gaithersburg MD 20879 USA
    t: +1 301-975-1000
    f: +1 301-869-9293
    w: http://www.patton.com
     
  13. lneblett

    lneblett Well-Known Member

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    This may be the case - 3CX disconnecting, but it may not be the cause.

    Conceivably it could be that the fax transmission is being received with so many errors that the disconnect is forced. It may also be that the Patton quit sending RTP packets and the 3CX system, not receiving same, disconnected. What was the call error that Patton indicated? A BYE is not an error and there is no detail to the log snippet posted. I am thinking that from your original log post, that the call is being handled with a normal voice codec (user=phone).

    What firmware are you running in the Patton? Patton makes great equipment and it highly configurable. How was it provisioned, manually or by 3CX? If by 3CX it was likely set for voice and may not be taking advantage of the fax capabilities offered by the device.

    The bottom line is that with the info provided, there is not enough detail to know where the issue lies. It very well could be 3CX having the issue, but the underlying cause may be associated to what it sees as being provided by the Patton. The Patton is merely passing going off-hook and then converting the analog info into data packets and is not likely going to be the one forcing the disconnect.

    I was going to run a similar test, but as fate would have it my Epson AIO failed and I am waiting on them to send a replacement as it was only 4 months old.

    A complete copy of the log in verbose mode may help as it would at least show the codec and other details associated to the call.
     
  14. protocol-link

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    So just did a test fax and again it was cut off at the 40 page mark. I used wireshark to capture the traffic (picture attached) and it looks like the 3cx system (192.168.200.233) stopped receiving a signal or got a signal-end from the patton and so the call was dropped?

    the patton has been updated to the most recent firmware and I cannot find any settings specific to using one of the ports for fax instead of voice.

    Let me know what log you would need to help diagnose this if needed. a log from the 3cx? the debug log from the patton?
     

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  15. protocol-link

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    OK I had the idea of bypassing the patton device and using one of the customer's SIP DID's to do a test fax to. The fax was 50 pages but AGAIN was cut off at the 40/52 page mark. So this completely rules out the patton device and is now entirely an issue with the 3cx system. They are running version 11 sp4 and attached is the log from the failed fax.
     

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  16. protocol-link

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    just did a 52 page fax test with another client on 3cx version 12 SP3 using their SIP DID and same issue, cuts off at 40/52. Will update them to the latest service pack to see if it resolves.
     
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