Troubleshooting and FAQ¶
Logs¶
When troubleshooting problems, it is important to take a look at the logs. HylaFAX creates a new session log file in log/ for every fax transmission.
See the hylafax-log manpage for specific error message information.
It may also be prudent to turn up ServerTracing in the etc/config file, and SessionTracing in the etc/CONFIG/site file. The normal debugging value would be 0xFFF. For increased low-level output, use 0xFFFFF. You must restart the faxgetty and btgetty processes after editing etc/CONFIG/site.
Other Logs that might help
/var/log/hylafax/console.log - appliance console logs /var/log/hylafax/faxq.log - fax queuer logs /var/log/hylafax/hfaxd.log /var/log/hylafax/boston.log /var/log/hylafax/lmgrd.log
xferfaxlog¶
Master call log
/var/spool/hylafax/etc/xferfaxlog contains a summary of each sent and received fax. There's one line for each sent fax (SENT records) and two for each received; one for the fax (RECV), one for the call (CALL).
Example:
05/11/22 14:11 SEND 000000415 boston00 140 "" root@localhost "215-825-8792" "iFAXSolutions" 2220073 1 0:00:24 0:00:23 "" "" "" "" "root" ""
05/11/22 14:12 RECV 000000416 boston01 recvq/fax000000067.tif "" fax "" "IFAX DEBUG" 2220073 2 0:00:33 0:00:33 "" "18177696712" "12158258792" "iFax Solutions" "" "00 00 00"
05/11/22 14:12 CALL 000000416 boston01 "" fax "" "" 0 0 0:00:36 0:00:36 "" "18177696712" "12158258792" "iFax Solutions" "" ""
05/11/22 14:14 SEND 000000417 boston01 141 "" root@localhost "215-825-8792" "iFAXSolutions" 2220073 1 0:00:24 0:00:22 "" "" "" "" "root" ""
05/11/22 14:14 RECV 000000418 boston00 recvq/fax000000068.tif "" fax "" "IFAX DEBUG" 2220073 2 0:00:32 0:00:32 "" "18177696712" "12158258792" "iFax Solutions" "" "00 00 00"
05/11/22 14:14 CALL 000000418 boston00 "" fax "" "" 0 0 0:00:36 0:00:36 "" "18177696712" "12158258792" "iFax Solutions" "" ""
05/11/22 14:20 RECV 000000420 boston01 recvq/fax000000069.tif "" fax "" "HylaFAX Enterprise" 2220073 1 0:01:08 0:01:08"" "18177696712" "18177696712" "" "" "00 00 00"
Restarting the btgetty and faxgetty processes¶
After making a configuration change to etc/config.bostonXX, etc/config.ttySX, or any of the files that those files include, run the following to restart the btgetty and/or faxgetty processes that read those configuration files:
for i in /var/spool/hylafax/FIFO.*; do echo Q > $i; done
Restarting the Brooktrout devices¶
To completely restart the Brooktrout TR1034 and/or SR140 execute:
systemctl restart hylafax-bt
Performing a Packet Capture¶
You can perform the packet captures by running the following command before sending a fax:
tcpdump -s0 -n -i eth0 -w /tmp/sip.pcap udp or icmp
If you’re not using eth0 for SIP/T.38, replace eth0 with the name of your ethernet adapter (e.g. ens33, ens192, sit0, etc) in the command above.
Hit Ctrl+c to stop the capture when the call is complete.
You can view the status of the fax server by running the following command in order to know what it’s currently doing in real time:
watch faxstat -s
Execute gzip /tmp/sip.pcap to compress the pcap file before sending it to us.
Uninstalling HylaFAX Enterprise¶
To uninstall HylaFAX Enterprise, run:
yum remove hylafax-enterprise-appliance
Manuals¶
UNIX Man Pages For a better understanding of the HylaFAX system, you’ll want to read the following man pages: • man hylafax-server • man hylafax-client • man hylafax-config • man xferfaxlog • man faxrcvd • man notify • man faxmail • man hosts.hfaxd • man faxadduser • man faxdeluser
Manuals Online¶
You can also find the most comprehensive documentation online at:
http://www.hylafax.org/content/Handbook
and
http://www.hylafax.org/content/Man_Pages
Frequently Asked Questions¶
What are "Hangup: DCN received in Command-Receive" errors?¶
That basically means that the remote side sent us a DCN (disconnect) signal unexpectedly. There are many reasons for which they may have done this, ranging from someone on the sending side asking their fax machine to abort the transmission, to more problematic situations like bad phone line condition. One should only worry about these if they’re consistently failing with a specific fax number — in that case there may be a problem that bears further examination. But if only a small number of these are seen, and if the same fax number that failed a few minutes earlier reconnects and successfully transmits a fax, then they’re not worth worrying about. Occasional failures are a fact of life, but systematic errors are worth investigating.
"Invalid dialing command" errors?¶
In most cases, "Invalid dialing command" means that the telephone company or PBX rejected our call as invalid, or played us a 'your call cannot be completed as dialed' recording. Check the number and try again.
"No loop current"¶
The "No loop current" error happens when the fax modem is expecting a normal fax transmission but the remote side of the call hangs up instead. Regarding inbound calls, this usually occurs when someone dials the fax server’s number and hangs up once they hear fax tones.
No carrier detected" errors¶
"No carrier detected" errors typically occur when the modem dials a number and establishes a connection but is unable to detect a "fax carrier" like a fax server or fax machine. In this case, the modem will eventually hang up and show the "No carrier detected" error. Should this happen, verify that the fax number is answered by a fax machine and not an answering machine or something else.
"BfvFaxEndOfDocument did not return in 600000ms" errors¶
The BfvFaxEndOfDocument error occurs when a timeout of 10 minutes has elapsed after the last page is sent and before the end of transmission. This can occur when sending complex pages at slow speeds and/or when there are multiple Partial Page Requests (PPR), but this shouldn’t occur frequently.
Blocked by Concurrent calls¶
By default, HylaFAX will schedule a job immediately if a modem is available. However, if you’re sending multiple fax jobs to the same destination, the first job will be sent out immediately while the second one waits for the transmission to complete. HylaFAX does this in order to avoid calling a fax machine that is known to be busy. If you know that specific destinations have multiple fax lines, you can use a JobControl script to dynamically configure the MaxConcurrentCalls setting for those destinations (thus allowing HylaFAX to place multiple simultaneous calls to those destinations). For details on MaxConcurrentCalls, please see the hylafax-config manpage. A sample JobControl script can be found here: http://people.ifax.com/~david/jobcontrol/jobcontrol-cid.sh
limit all fax transmissions to 9,600 bit/s (V.29)¶
Yes, edit /var/spool/hylafax/etc/CONFIG/boston and add the following parameter: BTWireModulation: V29 Afterwards, restart the 'btgetty' processes. Can I install VMware Tools? Yes, on CentOS 7, simply install the 'open-vm-tools' package. Why are we seeing "SIP 488 Not Acceptable Here" messages in our packet captures? We’ve usually seen this for outbound calls when the remote side answers the call but takes longer than usual before sending fax tones. This can be caused by some sort of a device that answers the call in order to determine whether it is a fax call before transferring the call to a fax machine. Usually when there is a problem when this happens it’s because the CED timeout to receive the T.38 re-INVITE has expired by the time the SIP gateway sends the T.38 re-INVITE. The SR140 will then send "SIP 488 Not Acceptable Here" and fallback to G.711 (if configured to do so) or end the call. To extend the CED timeout, add the following parameter to /var/spool/hylafax/etc/CONFIG/boston: BTCEDTimeout: 30 Afterwards, restart the btgetty processes.
Brooktrout TR1034 how many rings will the HylaFAX server wait before timing out assuming there is no carrier on the other end?¶
The length of time HylaFAX will wait to establish a conversation with the receiver when sending is controlled by the ced_timeout parameter. By default it’s 40 seconds. To change that to 60, edit ifax/bt/config/btcall.cfg and change: ced_timeout 4000 to ced_timeout 6000 The value specifies the length of time, in 10 ms units, to wait for a fax answer tone (CED tone) from a remote fax machine. The maximum value is 65535 (655 seconds). Once you’ve saved your changes, you don’t need to restart HylaFAX — changes made to this file take effect immediately.