[Error Code] e-Studio 353 Intermittent File Storage Error on Inbound Faxs

[Ken Nichols]

I am getting Intermittent File Storage Error's on a e-Studio 353. This only happends a few times a day. If I Scan To File to Remote 1 which uses the same path as the Fax I can't get it to fail. If I ping the machine with " -t" it will respond with less than 1ms everytime. I also reflashed the machine. I am out of ideas has anyone seen this?

[SalesServiceGuy]

Are you using the "Fax Receive Forward" function found in Top Access under Admin, Registration?

Under "Save as File Settings", consider using the File Share instead of Remote 1. There are way less potential Network issues to block a Fax Receive Forward.

File Share would be more reliable in this case, as everyone could see the contents of the Folder. Just like everyone can see paper faxes stacked at the copier. Except you can easily delete unwanted junk faxes.

Create a shortcut on each PC to the File Share.

I like to rename the shortcut, "Toshiba Scan" and change the icon to a bright colour.

[sdrawkcab]

What error code do you get when it fails?

[Ken Nichols]

Not a bad idea, however they have the faxs going to their server with about 30 sub folders that they move them to and store them. They also back them up when they back up the server.

[Ken Nichols]

No error code it just puts the "File Storage Error" on the top right corner of the screen and prints out the fax.

[SalesServiceGuy]

1). Are you using Fax Receive forward? Or are all Scans going to the same location via Admin, Set Up, Save As File, N/W Fax Folder destination.
2). What type of Server is it?
3). Do any faxes successfully arrive daily at the designated folder?
4). Is the Target folder shared with Full rights & permissions?
5). What type of industry is the customer in?
6). Did you check the Logs under Job Staus to see if an error code is displayed?

[Ken Nichols]

It is setup with the N/W Fax Folder

Server 2003 - They use it as a file server

Yes, They recieve faxs all day and 95-99% make it to the folder the others get printed

Yes, The folder is shared correctly. Scan To File Remote 1 is setup to the same folder and I have not seen it fail.

The are a management company

On the Fax Reception Journal I have 1 NG 00C2 and 1 NG 00D1 I am not sure if they are related.

[SalesServiceGuy]

With 95-99% accuracy be happy. The other small % is a Network or Telecom issue with no resolution.

For those very few faxes that fail, they print. Scan it again. Odds are it will succeed.

No other vendor can do any better.

[Ken Nichols]

Do you know what the NG 00C2 and NG 00D1 codes are? Are they even related?

[ToshibaTech]

The setup I had a customer using which made the most sense to me was forwarding to e-mail. They setup a public "fax" email on their exchange server which several people had access to. They would check it, forward it to the correct person, print it, delete, etc... Perhaps this is something you could try?

[Ken Nichols]

They have had it setup this way for years(with no issues until now), I don't want to change the way it works unless I have no other choice.

[ToshibaTech]

^^^ There is the key I would focus on: It was working fine and now it is not... did something on the copier change? If 'No' then something must have changed on their side. Switch, software update, server update, something. You can use the error log export to see exactly when it started if it is further back than what the log shows in TopAccess. Then compare that with updates, changes on their side, etc... While easier said than done especially at this stage in the game; I would focus on what has changed on their end and helping them understand that it is not the copier's fault.