In order to obtain the licensing information and server configuration,  RightFax services will need to be stopped for (typically) less than 5 minutes. The process is as follows:

1. Open Enterprise Fax Manager
2. Highlight the server name on the left side
3. Go to the bottom right window, where the services are listed
4. Double-click the RightFax server module
5. Click the Channel Authorization tab to display the screen below

6. Click the button that states Click here for bump information
7. You will be asked to stop services, select Yes
8. At this point, press ALT and Prtscn (Print screen) simultaneously on your keyboard
9. Click the Cancel button and your RightFax services should restart.
10. Cut and paste the print screen information into an email and submit to the requesting party.

RightFax Versions 8.5 to 9.3

There are two areas of RightFax 8.5-9.3 systems which you will need to visit to obtain details of the licensing and server configuration.

Window 1 – Feature Activation

1. Open Enterprise Fax Manager
2. Highlight the server name on the left side
3. Go to the bottom right window where the services are listed
4. Double click the RightFax server module
5. Click the Feature Activation Tab to display a screen similar to the one below

6. At this point, press ALT and Prtscn (Print screen) simultaneously on your keyboard
7. Click the Cancel button
8. Cut and paste the print screen information into an email

Window 2 – FaxUtil Server Configuration

1. From the RightFax Client (Faxutil)
2. Choose Alt F11 for the server information to be displayed, similar to the window below

3. Please select ALT Prtscn, ensuring that the display shows the licensed channel information and any additional module information. (You may need to make a couple of screen shots of this to gather that information due to the length of the active window.)
4. Cut and paste the print screen information into the email containing the screenshot from Windows 1 and submit to the requesting party

Open Text Fax Server, RightFax Edition, Versions 9.4

This new version includes the Product Licensing Utility, available from the Start menu. This comprehensive tool allows you to display and export you licensing information.

Open Text Fax Server, RightFax Edition 9.4 Feature Pack 1 Service Release 2

Open Text Fax Server Feature Pack 1 Service Release 2 is now available. As always, Service Releases are cumulative. Fixes deployed with this SR include all prior SR updates to Feature Pack 1 and it is Open Text’s recommendation that customers apply service releases to fix known issues.

This release includes many fixes for defects, the Dialogic SDK 6.2.3 and improves the way that disk space for the database is calculated. For full details of this Service Release, please click here to consult the Readme file.

Consult your Support and Maintenance Contract to see if you are entitled to this update as part of your Contract, or you can discuss further with your Account Manager on 01962 835053.

Systems Affected

• Open Text Fax Server (formerly RightFax) version 9.0, including all major Service Release and HotFix levels
• Open Text Fax Server (formerly RightFax) version 9.3, including all major Service Release and HotFix levels

Details

Open Text Fax Server, RightFax Edition  (formerly Captaris RightFax) 9.3 and 9.0 were designed to process document handle values in the hexadecimal range of 0×02000000 to 0×02FFFFFF (decimal range 33554432 through 50331647).

Fax Server 9.0 and 9.3 store all of their data, including information on faxes, users, and dialing rules in a Microsoft SQL Server application database. With the introduction of the SQL database, the Documents.Handle value changed to an automatically incrementing Primary Key value with an Integer data type. The seed value was set to 0×02000000 (decimal 33554432) and the maximum value became 0×07FFFFFFF (decimal 2147483647).

If the document handle value exceeds 0×02FFFFFF, some application processes performed by the Fax Server Module (faxserv.exe) or by the FaxUtil client (fuw32.exe) will fail.

To determine the current handle value in the database, perform the following actions FROM THE SERVER:

1 – Create a new Fax in Faxutil and hold the fax for preview.

2 – Once the fax is ready, highlight the fax in Faxutil and press ALT-F10

3 – Take the Handle value (in this case 2006266) and convert from Hex to Decimal = 33579622

4 – Subtract this value from the maximum handle value, 50331647, and divide by 2 to determine the number of fax records that can be inserted in the database before the issue occurs. In our example, there is room for another 8,376,007 fax records. If we were creating 1000 fax records every day, we would not be affected by the problem for another 23 years.

Impact

This problem is expected to occur only in high-volume document processing environments. However, all environments may be affected.

If you are affected, the following issues may occur:

• Inbound documents will continue to be received correctly, fax images will continue to be processed to the image directory, and inbound documents table records will continue to be updated with the final document status. However, document transmission records will not be properly attached to the parent document record(s). When this occurs, the error message “RFX: Cannot add transmission record to fax.” will be recorded in the Application Log of the Fax Server.
• Outbound documents may continue to be sent as normal. However, the error message “DCX:Cannot add transmission record to fax: dbs=-6, dba=0×30016D1” will be recorded in the Application Log of the Fax Server.
• Outbound documents that are being sent when the maximum handle value threshold is reached may become stuck in a processing loop. This may result in the same document being resent repeatedly until manual intervention is taken.
• The Fax Server Module will not be able to process any further requests on document records. These include, but are not limited to, the following:
  • Processing fax notifications
  • Routing fax documents through email gateways, network directory, etc.
  • Auto-printing fax documents
  • Processing sent and received faxes for Fax Server EDC Module (XML Generator, MFP notifications, route to FileNet, etc.)
• Users will not be able to view fax document images from the FaxUtil desktop client any longer. When trying to view fax document images, the error message “Error -6 occurred while trying to load the images for the fax. The object handle is invalid” displays in a pop-up dialog box.

Solution

This issue is resolved in:

• Open Text Fax Server, RightFax Edition 9.4 and subsequent future releases
• Open Text official patch 65936.zip for Open Text Fax Server, RightFax Edition  9.0, including all major Service Packs, Feature Packs, and Hot Fixes
• Open Text official patch 65991.zip for Open Text Fax Server, RightFax Edition 9.3, including all major Feature Packs, and Service Releases

To obtain the patches referenced above, please contact us on 01962 835053 or email sales@processflows.co.uk

Open Text Fax Server, RightFax Edition – The Maintenance Lifecycle

Open Text has a well defined lifecycle for the maintenance of Open Text Fax Server, RightFax Edition. The lifecycle runs as follows:

Current Maintenance - For approximately 18 months after release, the software is fully supported; defects can be reported; Hot Fixes, Patches and Service Packs are produced; Enhancement and Feature Requests are accepted.

Past Maintenance – For approximately 18 months after the end of Current Maintenance, the software is supported; defects cannot be reported; Hot Fixes, Patches and Service Packs are not produced; Enhancement and Feature Requests are not accepted.

End of Life - Once the Past Maintenance period is complete, Open Text no longer provide support for that version of the software. At this point, Avanquest ProcessFlows continue to support that version of the software on a Reasonable Endeavours basis.

For reference, the current Maintenance Lifecycle dates are as follows:

• RightFax 9.4 will enter End of Life status 36 months after release of a subsequent version.
• RightFax 9.3 will enter End of Life status on December 5, 2011.
• RightFax 9.0 entered End of Life status on October 1, 2009.
• RightFax 8.7 and below have entered End of Life status.

Open Text Fax Server Feature Pack 1 Service Release 1 is now available. The SR1 update includes bug fixes and includes support for the latest Brooktrout® SDK from Dialogic®. Support for SDK 6.2.2 brings expanded interoperability with a wide range of IP Gateway and PBX vendors for the SR140 software T.38 Fax Over IP stack.

As always, Service Releases are cumulative. Fixes deployed with this SR include all prior SR updates and it is Open Text’s recommendation that customers apply service releases to fix known issues.

For full details of this Service Release, please consult the Readme file.

Consult your Support and Maintenance Contract to see if you are entitled to this update as part of your Contract, or you can discuss further with your Account Manager on 01962 835053.

January 2010 sees the release of Open Text Fax Server (formerly Captaris RightFax) 9.4 Feature Pack 1 and Microsoft 2010 integration.

The feature pack is a cumulative update for software fixes. It also includes a number of enhancements. These include:

• Operating System Compatibility Updates
  > Windows 7 client support (both x86 and x64 installs)
  > Support for Windows Server 2008 and 2008 R2 x64 systems
• Product Activation and Licensing
  Product Activation is required with Feature Pack 1. If your Open Text Fax Server, RightFax Edition Version 9.4 installation has not yet been activated through the Product Licensing Utility, you must activate it before installing Feature Pack 1
• New Fax Server Integration for MS Exchange 2010 Unified Messaging
  Inbound-only fax handling for Exchange 2010 Unified Messaging installations without the need for the Fax Server Connector for Microsoft Exchange
• Fax Server Connector for Microsoft Exchange Update
  Full featured inbound and outbound fax for Microsoft Exchange 2010 and continued support for Microsoft Exchange 2007 and 2003
• Microsoft SharePoint 2007 x64 Support
  Support for installation of the SharePoint Connector on x64 Microsoft Office SharePoint Servers
• Enhanced Voice Functionality
  Human answered fax and dual-tone multi-frequency (DTMF) routing is now supported with Fax over IP boards and SR140 transports

As Open Text is a certified Microsoft Fax Partner Solution, Fax Server 9.4 Feature Pack 1 now offers support for inbound faxing with Microsoft Exchange 2010 Unified Messaging without the need for the Fax Server Connector for Microsoft Exchange.

With Fax Server and the Connector for Microsoft Exchange, Open Text helps to provide a seamless integration with Microsoft Exchange 2010.

This integration provides customers with a rich set of inbound and outbound fax capabilities, allowing them to:

• Optimise IT Infrastructure Investments
• Support Compliance and Security Mandates
• Control Costs Through Resource Consolidation

*Please note that Server-Side Application document conversion is not supported on Windows Server 2008 or Windows Server 2008 R2. Security restrictions in Windows 2008 and 2008 R2 have affected Server-Side Application document conversion on those systems. For Server-Side Application document conversion, set up a remote WorkServer running Windows 2003 (x86) for document conversion.