Getting "SendingFail" messageStatus when posting new fax message. what is the reason ?

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Hi Team,

When i am simply posting Fax message from sandbox account using API explorer. its goes to messageStatus "Queued" then after some time its changed to "SendingFail".

so concern here is, how can i know what is the reason for sendingfail ? i have checked in response also for reason of failure but didnt found it.

is there any way to find out the failure reason ?

Thanks,
Hardik Joshi
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Hardik Joshi

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Posted 6 months ago

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Tyler Long, Official Rep

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You can use the API Explorer to check account/~/extension/~/message-store.  There you can find the failure reason such as: "messageStatus": "SendingFailed", "faxErrorCode": "RenderingFailed"
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Hardik Joshi

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i am getting "faxErrorCode":"Undefined" what does it mean ? what can be the cause for it 
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Tyler Long, Official Rep

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Could you please double check the messageStatus? If error is undefined, message status should be sent.
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Hardik Joshi

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Below is my response.


"id": xyz,
"to": [
  {
    "phoneNumber": "abc",
    "location": "xyz",
    "messageStatus": "SendingFailed",
    "faxErrorCode": "Undefined"
  }
],
"type": "Fax",
"creationTime": "",
"readStatus": "Unread",
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AK, Official Rep

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@Hardik,
Without the API request and response, its difficult to say what the reason for the error is.However, it might be that the 'to' number to which you are sending faxes might not be a number capable of receiving fax messages. 

However, as an alternative what you can do is you can create another extension lets say (102) and assign a voice/fax number to it and try to send it to that number. 

In the past, we have had one other developer face a similar situation, you can lookup the article here:
https://devcommunity.ringcentral.com/ringcentraldev/topics/fax-sent-from-api-but-status-is-sending-f...

Let me know if this helps. 
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Hardik Joshi

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Hi AK,

Above linked didn't worked for me because he was having faxErrorCode = "RenderingFailed" and i am having another extention number with me but getting same error code for that also. its always giving me faxErrorCode = "Undefined"
(Edited)
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Tyler Long, Official Rep

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Can you send a sample fax file to 16506417402 ? It's my number. I will let you know if I get the fax. It might be because the receiving number you tested doesn't support fax.
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Hardik Joshi

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Tyler we are just checking it with AK, will let you know  once we done

thanks
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AK, Official Rep

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@Tyler,

Did you receive the fax? 
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AK, Official Rep

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Hardik,

Thanks for taking your time to sync up on an RC meeting. Below is the outcome of the meeting:

1.) Outbound fax from your sandbox account to another sandbox number is failing. 
2.) Outbound fax to a Production Number is successful. 

I will create a ticket and assign it to the concerned team. Please check back for more updates.

Thanks !
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Hardik Joshi

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Sure AK,

Thanks
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AK, Official Rep

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Hardik,

Could you verify now by sending a fax to the sandbox number? Looks like the issue is resolved.

I am able to send a fax to the number you provided as well. 
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Hardik Joshi

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Hi AK,

yes its working fine now with sandbox account. thank you very much for your help.

Thanks,
Hardik Joshi
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Hardik Joshi

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Hi @AK,

Again i am getting "faxErrorCode":"Undefined" while sending a new fax. can you please look into it.

Thanks,
Hardik Joshi
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Hardik Joshi

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Hi There,

Again same thing happening with sandbox account.

while i am sending fax from sandbox account, its not sending fax and giving us "Undefined" in faxErrorCode.

getting other error code like "ConvertError" i am not sure what does it mean ?

Thanks,
Hardik Joshi
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Tyler Long, Official Rep

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As john said:

When you see the `SendingFail` message in the `message-store` endpoint, you can find a detailed reason in the `call-log` endpoint for the corresponding message.

Could you please check the call log for the message?
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Hardik Joshi

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Hi Tyler,

Below is my call log, i can not see detail reason for failure.

{
  "uri": "https://platform.devtest.ringcentral.com/restapi/v1.0/account/238911004/extension/238911004/call-log...;,
  "id": "",
  "sessionId": "",
  "startTime": "2018-04-04T16:00:24.684Z",
  "duration": 264,
  "type": "Fax",
  "direction": "Outbound",
  "action": "Outgoing Fax",
  "result": "Call Failed",
  "to": {
    "phoneNumber": "MyToNumber",
    "location": "ToLocation"
  },
  "from": {
    "phoneNumber": "MyFromNumber",
    "name": "FromName"
  },
  "message": {
    "uri": "https://platform.devtest.ringcentral.com/restapi/v1.0/account/238911004/extension/238911004/message-...;,
    "id": "",
    "type": "Fax"
  }
}

i have removed id,from and to number. rest of the log is mentioned above.

can you please help me ASAP as we have demo with our client.

Thanks,
Hardik Joshi
(Edited)
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John Wang, Official Rep

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Hardik,

The "result" value "Call Failed" indicates the following from the API Reference:
Outgoing fax has failed because of no answer
https://developers.ringcentral.com/api-docs/latest/index.html#!#ResultStatusValues
(Edited)
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Hardik Joshi

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Hi John,

when we say "Outgoing fax has failed because of no answer" what does it mean ? 

because when i am sending fax to my other RingCentral sandbox number.its also not working for me. 

It would be great if you can explain me in brief so i can get idea on it.

Thanks,
Hardik Joshi
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Hardik Joshi

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Hi Team,

Please take it on high priority. as we have demo with our customer today.

how can i resolved it?, is there anything that needs to be done by our end than let us know ?

Thanks,
Hardik Joshi
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Tyler Long, Official Rep

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Hi, I am not sure of the root cause but I know not every phone number is able to receive fax. Could you please try 16506417402 as to number instead?
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Hardik Joshi

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Hi Tyler,

I have tried with sending fax to RingCentral account only. it was working earlier fine for the fax number that I am trying to send fax now.

don't know how things got stopped..let me try with the number you provided.
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Hardik Joshi

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Hi Tyler,

I have also send fax to number that you provided "16506417402". but its not working for that number also, giving "Undefined" error in faxerrorcode.

Please do needful for the same.
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Tyler Long, Official Rep

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Hi, I tested it and there was no error. However the message is in "Queued" status for very long time. I have noticed the relevant engineers and I will keep you updated.
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Tyler Long, Official Rep

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Hi, I confirm that I can reproduce the issue. I have escalated this issue and I will keep you updated.
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Tyler Long, Official Rep

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I tested again and the issue disappeared. Could you please confirm?
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Hardik Joshi

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Hi, Looks like functionality working fine now. will let u know if there is any issues.
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Tyler Long, Official Rep

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I have no idea. I have noticed the RingCentral platform team. We will get back to you soon.
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Hardik Joshi

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ok Thanks Tyler. let us know once you have information on it
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John Wang, Official Rep

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When you see the `SendingFail` message in the `message-store` endpoint, you can find a detailed reason in the `call-log` endpoint for the corresponding message. Look for the `result` value. A list of result values is in the API Reference here:

https://developers.ringcentral.com/api-docs/latest/index.html#!#ResultStatusValues
(Edited)
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Hardik Joshi

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Thanks John,

I don't have permission in my app for call log, but I have tested today its working fine