Online Service faxes received by 844 area code do not download

Versions / Builds Affected

GFI FaxMaker 2013 Build: 20131008 or before

Problem Summary

Messages get stuck in EtherFax or GFI Online Fax Service and will not download when area code is 844

How to Identify

A customer has a fax number with the 844 area code prefix. Faxes do not download when a fax with this area code is in the etherFax inbox. The customer may have other fax numbers with different area codes, however as soon as they receive one to the 844 area code this causes a bottle neck and no more faxes can be downloaded. Logs show the following. "2014-02-05,10:32:39,723,1,"#00002390","#00001fa8","error ","etherFAX Line","FM Billing transact receive fax failed"" Cause The toll-free numbers etherFAX added are in the new 844 area code that was launched in December: http://www.fcc.gov/document/letter-authorizing-opening-844-toll-free-code-dec-7-2013 The billing server does not know what an 844 area code is and is rejecting the transactions.

Workaround / Fix Details

A patch has been created to resolve this issue while the Billing Server is waiting to be updated. See link below ftp://ftp.gfisoftware.com/patches/FM2013/Hotfix/20131008/FM2013SR3_Patch_20140226_tollfreenumbers.zip

Required Actions

1. Confirm customer is on the latest build of FaxMaker 20131008, if they are not, upgrade them. 2. Stop GFI FaxMaker service. 3. Backup fm_ofs.fxd and fmetherfax.fxd 4. Place fxd files provided into FaxMaker folder 5. Restart services. Note: As the patch involves line drivers (*.fxd files), when applying make sure that any file backups you take are not placed in the same FM folder.