This article provides information on known Fax Upload Application issues and solutions.

Issue

Cause Solution
''The application is unable to communicate with the fax service at this time'' error message after clicking the "Send" button The fax upload tool cannot reach the Intermedia Fax Upload servers.
  1. Ensure the customer's Internet connection is working.
  2. Confirm that correct WebFax number is entered in Fax Upload Application settings.
  3. If it is correct, then do the following:
    1. Open up Internet Explorer
    2. Open up Tools > Internet Options > Advanced Tab and Scroll down.
    3. Make sure to uncheck “Use SSL 2.0” and “Use SSL 3.0”
    4. Check Use TLS 1.0, 1.1, and 1.2
    5. Click Apply > OK.
    6. Attempt to send a test fax again.
  4. Try disabling software anti-virus and firewalls.
"Could not read ShellFolders/SendTo data from registry" error message during installation process
  • The customer is not installing the program using Administrative priviledges.
  • Corrupt Windows Registry
  • Insufficient permissions to edit registry
  • If the issue occurs on multiple computers on the same network, modify the Group Policy to allow modifying Windows Registry.
  • If it only happens on one computer:
    1. Completely uninstall all previous versions of Fax Upload Application and reinstall with Administrator privileges.
    2. Reinstall Windows.
Fax upload goes to printer spooler on Windows 8.1. Spooler crash, usually due to versions of Windows 8 that do not have the latest Windows Updates.
  1. Install all of the latest Windows Updates.
  2. Reboot the computer - retest.

One of the following error messages:

  • Unable to get file status for C:\Users\[username]\AppData\local\temp\ifax_Output.tif Error code 2
  • Unable to get file status for C:\Windows\Temp\ifax_Output.tif Error code 2
  • C:\Users\<username>\AppData\Local\Temp\ifax_Output.tif was not found.
  • Failed to enumerate objects in the container. Access is denied.
  • similar errors regarding being unable to find, write, access a file
The file permissions on the Temp folder that the Fax Upload uses are incorrect. Grant full control permissions to 'C:\Users\[username]\AppData\Local\Temp\' folder.
"You are using an unsupported operating system, Windows 7 64 bit" error message. Anti-Virus definitions are out of date & is interefering with the Fax Upload installation.
  1. Download and install the most recent version of Fax Upload tool.
  2. Temporarily disable all Anti-Virus/Anti-Malware software.

One of the following error messages:

Print installer warning (shut_down_spooler_service - ControlService):
error #1051.
A stop control has been sent to a service that other running services are dependent on.

Printer installer WARNING (DeleteMonitor):
error #3008 for value 'FaxUpload Port Monitor'.
The specified port monitor is currently in use.

Printer installer WARNING (AddMonitor):
error #3008 for value 'FaxUpMn12.dll'.
The specified port monitor has already been installed.

The print subsystem (spooler) is being used by another program.

The Fax upload tool needs to shut it down before it can install the fax upload driver.

  1. Reboot the computer and retry.
  2. Completely uninstall the previous version of Fax Upload before trying to install it again.
  3. Close any programs that may have started in the system tray in the bottom right-hand corner of the screen and try again.
"There was a problem connecting to the printer. Make sure it's connected and try again." Due to “Metro interface” style print dialog, which uses a different printer driver scheme that the Fax Upload Tool doesn't support yet.

Use third-party Windows programs to open known filetypes, like PDFs.

For example, install and open PDFs with Adobe Acrobat Reader. 

The timestamp on the actual faxes that are sent are incorrect while the time in the Sent Fax Log and Webfax Call History are correct.

The Fax Upload Tool puts the timestamp on the actual fax before it's uploaded to our servers.

It determines the time using the host computer's time.

If the time is incorrect on the actual faxes, then the customer's local machine time is incorrect.

Work with the customer get the Operating System time correct.

"LUpdate MFC Application has stopped working." error message
  • subject field contains more than one line of text
  • conflicting third-party software
  1. Verify that the subject line of the fax being sent only contains one line of text.
  2. Uninstall third-party MFC software.

One of the following error messages:

  • Fax upload server reports error: Upload Fax Error: The account you have attampted to upload to does not support this feature. Please contact customer service. [103]
  • Upload Fax Error: Internal Server Error
Wrong number entered into Fax Upload Application. Confirm that the number in Fax Upload Application settings is a valid WebFax number.
Grayed out send and/or other buttons
  • the file permissions on the Temp folder that the Fax Upload uses are incorrect.
  • the filename is too long for fhe file the customer is trying to send.
  1. Grant full control permissions to 'C:\Users\[username]\AppData\Local\Temp\' folder.
  2. Rename the filename to something shorter (max is 40 characters), and has no spaces or special characters. Try to send the fax again.
Fax Upload does not show 'Fax file uploaded successfully'' after clicking send and does not send the fax.
  • subject field contains more than one line of text
  • the filename is too long for fhe file the customer is trying to send.
  1. Verify that the subject line of the fax being sent only contains one line of text.
  2. Rename the filename to something shorter (max is 40 characters), and has no spaces or special characters. Try to send the fax again.
Cannot send specific files or 1 single file
  • the filename is too long for fhe file the customer is trying to send.
  • Certain files like encrypted PDFs or Word docs cannot be faxed because they don't allow sharing.  Also corrupted files will fail to send.
  1. Rename the filename to something shorter (max is 40 characters), and has no spaces or special characters. Try to send the fax again.
  2. Try to save a new, separate copy of the file using Save As to get it re-generated.
  3. Try converting that file to a different format and then sending.
''The application is unable to communicate with the fax service at this time" when the fax upload tool first starts. The fax upload tool is checking for updates to its own software, and is failing that check. Completely uninstall and re-install Fax Upload Application.
Watermark that says 'ImageMaker' or something else that shows up on outbound faxes. Using unsupported operating system or outdated Fax Upload Application version.
  1. Verify that supported operating system is used. Windows XP/Vista 64-bit, as well unlicensed Windows versions that are not generally released yet are not supported.
  2. Install the latest version of Fax Upload Application.
Coversheet information stops auto-populating when it used to before. Fax Upload configuration file corruption. Completely uninstall and re-install Fax Upload Application.
After running FaxUploadSetup.exe, the installer opens and starts extracting the installation files, but it stops before it runs the setup wizard. FaxUploadSetup.exe is stuck running one or more background instances of the program which are not responding. Reboot the computer and try running the installer again.
Unable to print normal documents because the Fax Upload is set to default printer. Windows 10 has a feature enabled by default that changes the customers default printer to fax upload. This is confusing because the normal Printers and Devices page does not mention or allow changes to this setting. Click Start button>Settings>Devices>Printers and Scanners>scroll down and turn off the setting for "Let Windows Manage my Default Printer"