If you are troubleshooting an ATA, you will need to know its serial number. The serial number can be located on a sticker on the bottom of the physical device or, if you are unable to get a customer to confirm the SN, you can also find the SN of an ATA by going to the DID Management within the NSX Web Administration Portal and locating the DID pointing to the ATA you are working on.
- Log in to the NSX Web Administration Portal
- Click on Accounts, then search for the ATA's serial number.
- The Device will show either a green or red circle depending on it's status.
Rebooting From The NSX Web Administration Portal
Rebooting an ATA is often one of the first steps for resolving various issues. ATAs can become locked up and falsely display a registered status. Rebooting the ATA will resolve this.
You can reboot an online ATA via the NSX Web Administration Portal.
Once logged in, go to Accounts, locate the domain in which the ATA resides, and double click on the ATA's account.
Once the account has popped up, navigate to Fax ATA, then Status. Click the ATA Reboot button then Save.
Return to the web portal and refresh. If the reboot command was successful, the device will be red temporarily. When it returns to green status it should be back online.
Rebooting Using The ATA Web UI
An ATA can be rebooted from the Web UI if you are logged into the device from a computer on the same network.
Navigate to Advanced and then click Reboot. On the following screen click OK.
Sometimes it is necessary to factory reset an ATA. An example would be an ATA that is showing online and you have rebooted it, but faxes still aren't being transmitted from the server to the ATA.
There are two different ways to reset an ATA; via the physical reset button on the device and also through the Web UI of the ATA.
Resetting Using Physical Button
To factory reset the device via the button, insert a paperclip into the hole labeled RST in the back of the device and hold down for about 10 seconds. The lights on the device should all turn red. You can release the button at this point.
The ATA should automatically pull its config once it finishes the reset and has been online for about a minute.
Resetting Using The ATA Web UI
You can also reset an ATA if you are logged into the web ui of the device.
To do this, navigate to Advanced, click Restore Factory Settings, then click OK on the following screen.
The ATA should automatically pull its config once it finishes the reset and has been online for about a minute.
After resetting is complete, it may be necessary to reset the password in the NSX Web Administration Portal. If the ATA is still not registering, locate the ATA account and bring up the profile.
At the bottom enter a new password of at least 10 characters which contains uppercase and lowercase letters, numbers, and a special character into the Password and Confirm fields. Click Save. The device will need to be power cycled following this.
If a client would like their stuck faxes to be sent to an email address as they are waiting on a repair for the fax machine, Log into the NSX Web Administration Portal and click Queues at the top. Select the appropriate domain and select Received in the drop-down.
Highlight the stuck faxes and click Forward. Select the desired email address from the list and click the checkbox for Delete original message after forwarding. Click Forward .
Check in Postmark to verify the faxes were dispatched appropriately.
We can locate specific logs in either NET SatisFAXtion Portal or more detailed logs in the FaxBack server. Use the attached .PDF manual below to find error code definitions.
1. Inbound/Outbound Faxes
To view logs for inbound/outbound faxes, log into the NSX Web Administration Portal and go to Queues at the top.
Use the topmost drop down to navigate to your customer domain.
Now you will have the option to filter by queues. Here is a breakdown of the queue types:
Send - a fax that's on our faxback server that is currently not processing due to some error most likely
Sending - faxback actively attempting to send
Sent - either completed/failed without anymore retries (you usually only see items sit in this step for a few seconds)
Sent Pending Deletion - either completed/failed without anymore retries
Receiving - faxback actively receiving an inbound fax
Received - fax is on the server and will either move to Received Pending Deletion or stay here if it failed to deliver to the destination (email / ATA)
Received Pending Deletion - either completed/failed without anymore retries
Additionally, if there are errors during transmission you can see error codes for what occurred, in the screenshots highlighted we see 2 different error codes (29998 - Account Not Found) and (30002 - Account Logged out (Meeks_New)
(29998 - Account Not Found) - The ATA was actively showing 'Online' and active, yet the server was getting an error that it had no account.
(30002 - Account Logged out) - I had rebooted the ATA waited 5 minutes, retried the fax and the server no longer saw the ATA online. Makes sense, so I confirmed the ATA had no IP address. Another reboot of the ATA/reconnect of ethernet cable resolved the issue.
2. Authentication
Login logs can be located by right clicking Connection Servers
3. Inbound/Outbound Faxes
4. ATA Provisioning
Advanced Troubleshooting
To check that all of the modules are loaded, right-click the NSX icon in the system tray and select About...
In the resulting window, click Modules.
All tabs in this window should show as green. If any are showing yellow or red, find the module that is not loaded and click Load.
The Queue Server will display any stuck faxes. Open NET SatisFAXtion Port Server Manager and right-click Queue Server and select Active Queues.
In the resulting window, click Query.
The faxes displayed here are spooled and awaiting dispatch. This means that either the ATA is offline, or that their fax machine is having issues. If the ATA is online and responding to reboot commands, it will usually be the latter. It is normal for ATA’s to sometimes go offline for some reason, then come back online the same day or 24 hours later because of local network/power issues. That is why you will see the record count and number of ATA’s on this list fluctuate on a daily or even hourly basis. Once the issue with the fax machine or ATA has been resolved, faxes will begin dispatching automatically.
Find the ATA in the list on the left. If the ATA is not present in the list, it does not have any faxes accrued. If the client has not reached out to us yet, open a proactive ticket in Zendesk on their behalf.
To open a non-urgent ticket, send an email to support@faxback.com and include all relevant details and the Server ID, 508010.
For urgent issues, Faxback can be reached by phone at (503) 597-5360.