FaxOut slow

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  • Problem
  • Updated 3 months ago
  • (Edited)
Fax API is very slow and appears to miss random pages.  A 5 page document may be received in random order and over the course of 3 hours.
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Neil Bouvier

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Posted 1 year ago

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Anton Nikitin, Official Rep

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Neil, is it in Production or Sandbox? Can you provide some additional information, e.g. from/to numbers and a time when you sent a fax?
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Neil Bouvier

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Production

Here are the results of the 5-page fax you sent from your phone number (888) 897-6679:NamePhone NumberDate and TimeResult+1 (518) 7257712Wednesday, January 24, 2018 at 12:22 PM
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Anton Nikitin, Official Rep

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Neil, we are investigating your case now. Can you please clarify how you detected this delay? Is it a time when the fax was actually received by recipient or the time you got confirmation by email? According to our logs it took ~17 minutes to send fax from our servers. 
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Neil Bouvier

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Users called and said "Why does it take 20 minutes to fax"?

Fax from RingCentral appear to run far more slowly than any of the other Fax APIs (eFax and Faxout).  Is this normal?
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VB, Official Rep

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Neil, Also, if you could clarify the below questions for us? 
1. Could you provide us with the original/sample doc that you are trying to send as faxes 
2. Do you have the same problem for all recipients? or for some numbers?

We could take this offline and you could mail me directly at devsupport@ringcentral.com or vyshakh.babji@ringcentral.com 
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Neil Bouvier

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I really can't.  Some have what could be considered PHI, other's have protected images.  

Same number.  Different experience each time with the same document.

Is 17 minutes in any way normal?
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John Wang, Official Rep

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17 minutes is not normal and neither is missing pages. Here is some info from our Fax API FAQ that can help:

http://ringcentral-faq.readthedocs.io/en/latest/fax/

Faxes normally take less than 2 minutes but actual time can depend on number of recipients, complexity, size of attached files, and other characteristics. How large and complex are the faxes?

If you are sending PDF files, rendering issues can occur when PDFs use unsupported features. If this is the case here, we recommend flattening them before sending them to the RingCentral API. Some PDF flattening tools include GraphicsMagick / ImageMagick and Ghostscript.
(Edited)
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Neil Bouvier

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Sending HTML with attachments (URL) via Node.

The technology works, but the response is incorrect.  A failure returns success (I think it returns a 0 - I'm not at my workstation right now)
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John Wang, Official Rep

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What do you mean by HTML with URL attachments? Are these images displayed in the HTML file via an <img> tag or attached another way? Since you mention you cannot provide us a sample document, any information that we can use to help reproduce the issue can help.

The RingCentral fax API will return success when it queues your fax for processing because we have received it. The reason it can take some time to send the fax is because of the amount of processing we do and also whether the recipient number is busy. If the number is busy, RingCentral will try several times before reporting a failure, after which you can attempted to send the fax again.

The "0" response is from our legacy FaxOut API. Our REST API is newer and has many more features, including responding with a JSON object that includes a messageId that can be used to retrieve sending status for the particular fax. Other features include:

* overall fax status - you can see how many times a fax has been retried
* fax attempt status - success or failure with failure reason, e.g. line is busy
* retries - you can resend a fax you sent to our system to the same or a different number by message id if you need to resend the same fax to the previous or new recipients.

Information on the REST API is here:

API Reference: https://developer.ringcentral.com/api-docs/latest/index.html#!#RefFaxMessages.html
(Edited)
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Neil Bouvier

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I'm not using your REST API?  I'm using the RingCentral node api downloaded from your site,... at least I believe that's what I'm using.

Can you send a link to the REST API documentation?  If I'm not using it, I'll start ASAP.
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John Wang, Official Rep

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For fax, we have a legacy FaxOut API and a new REST API.

It sounds like you may be using our legacy FaxOut API because you mention you receive a "0" response for success which is what the older API returns:

https://success.ringcentral.com/articles/RC_Knowledge_Article/4593

The response values are:

0 - Successful
1 - Authorization failed
2 - Faxing is prohibited for the account
3 - No recipients specified
4 - No fax data specified
5 - Generic error

Our new REST API returns a JSON body specified here:

https://developer.ringcentral.com/api-docs/latest/index.html#!#SendFaxMessage

Here's an example REST API response which has much more info:
HTTP/1.1 200 OK
Content-Language: en-US
Content-Type: application/json; charset=UTF-8

{
  "uri" : "https.../restapi/v1.0/account/2704667004/extension/2704667004/message-store/3349583004",
  "id" : 3349583004,
  "to" : [ {
    "phoneNumber" : "+18005630003",
    "messageStatus" : "Queued"
  } ],
  "type" : "Fax",
  "creationTime" : "2015-12-10T10:18:09.000Z",
  "readStatus" : "Unread",
  "priority" : "Normal",
  "attachments" : [ {
    "id" : 3349583004,
    "uri" : "https.../restapi/v1.0/account/2704667004/extension/2704667004/message-store/3349583004/content/3349583004",
    "type" : "RenderedDocument",
    "contentType" : "application/pdf"
  } ],
  "direction" : "Outbound",
  "availability" : "Alive",
  "messageStatus" : "Queued",
  "faxResolution" : "High",
  "faxPageCount" : 0,
  "lastModifiedTime" : "2015-12-10T10:18:09.902Z",
  "coverIndex" : 7
} 
(Edited)
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VB, Official Rep

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Neil Bouvier

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This is exactly what I'm doing.  I must have copied this code. 
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John Wang, Official Rep

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That's interesting since the code VB linked is for our REST API and the "0" response is from the FaxOut API.

Would you be able do a screen sharing session to debug this issue? It would be useful see what the HTML file looks like, even if just on a meeting.
(Edited)
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Neil Bouvier

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Is 17 minutes normal?  

I can put something together for you.  I haven't heard of any issues since Friday.
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John Wang, Official Rep

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The time to fax depends on a number of factors including size, page complexity and others so we need more information on the fax you're sending to provide a normal sending time.
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Neil Bouvier

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The same document to the same fax number and fax machine.  Could be 2 minutes, could be 3 hours.  When I get to my office, I'll contact you
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Brian Spargo

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I am seeing similar. Faxing out from the desktop RingCentral Phone app, it is taking up to 25 minutes to send a fax.