Troubleshoot RightFax Number/ScanFax Folder

Problem Scenarios

User reports they are not receiving faxes in their ScanFax Folder
User unable to see ScanFax folder
User can see faxes in the ScanFax folder, but not visible in EMR Scan Processor
Fax prints out to paper from the fax machine and does not go into the EMR Fax folder
User accidently moved, renamed or deleted the fax folder
Cannot print a PDF file from Scan Processor

User reports they are not receiving faxes in their ScanFax Folder

If the user reports that they are not receiving faxes in their ScanFax folder, verify Fax number and ScanFax folder location.

Verification steps:

1. Confirm Fax numbers

1. Check on our Clinic Details page and confirm if the user is reporting the same fax number
2. Confirm if the clinic has fax forwarding set up. Some clinics use a Telus number that is forwarded to RightFax number. Zendesk article should shows if a clinic is using fax forwarding and also lists their RightFax number

1. Confirm fax folder location

1. Look for clinic’s ScanFax folder path on Clinic Details page
2. Map user’s folder path and compare if the user is looking in the right place

Once the fax number and ScanFax folder location are confirmed, troubleshoot fax landing issues.

Troubleshooting steps:

1. For clinics with fax forwarding, using 1(###-###-####)@srfax.com, send a fax to their Telus fax number

1. If the fax lands in the ScanFax folder, in this case the fax forwarding is working. User might not have the correct ScanFax folder path, update as required
2. If the TelUs fax doesn’t land in the ScanFax folder
1. Send a test fax to clinic’s RightFax number
• If the fax lands in the ScanFax folder, it implies that fax forwarding is not working. Ask user to send a test fax to their own number from their machine to ensure if Telus network is not down
• If they are unable to send a fax, advise user to contact Telus for troubleshooting the issue

1. If the test Fax to RightFax number doesn't land in the ScanFax folder then contact RightFax team to ask them if there is an outage

• If they say there isn't then contact user access team and inform them

1. For Clinics with RightFax number, using 1(###-###-####)@srfax.com, send a fax a test fax

1. If the fax lands in the ScanFax folder, fax service is working and the user might not have the correct ScanFax folder path, update as required
2. If the test Fax to RightFax number doesn't land in the ScanFax folder then contact RightFax team to ask them if there is an outage
• If they say there isn't then contact user access team and inform them

User unable to see ScanFax folder

If the user reports that they are unable to see their ScanFax folder, verify Fax number and ScanFax folder location.

Verification steps:

1. Confirm Fax numbers

1. Check on our Clinic Details page and confirm if the user is reporting the same fax number

1. Confirm fax folder location

1. Look for clinic’s ScanFax folder path on Clinic Details page
2. Map user’s folder path and compare if the user is looking in the right place

Once the fax number and ScanFax folder location are confirmed, troubleshoot ScanFax access issues.

Troubleshooting steps:

1. If the folder path is same in Clinic Details page and what the user reported:
   1. Navigate to the ScanFax folder
   2. If you can navigate to the ScanFax folder, the user might not have permission set up to access folder. Check for user permission and advise user to contact their clinic manger to set up access for the ScanFax folder
2. If the folder path is different, update user with correct folder path and confirm they have permission to access. In case the user doesn’t have permission to access, advise user to contact clinic manger to set up access

User can see faxes in the ScanFax folder, but not visible in EMR Scan Processor

If the user reports that there are Faxes in the Scanfax folder but they cannot see them in EMR Scan Processor Window, verify ScanFax Folder location and user has read/write access to ScanFax Folder

Verification steps:

1. Confirm fax folder location
   1. Look for clinic’s ScanFax folder path on Clinic Details page
   2. Map user’s folder path and compare if the user is looking in the right place
2. Confirm user has Read/Write access to Scanfax Folder
   1. Ask user if they are able to open scanned documents from ScanFax folder, if they can that implies they have read/write access

Troubleshooting steps:

1. If the folder path is same in Clinic Details page and what the user reported:
   1. Navigate to Scan Fax Folder for the clinic using File Explorer
   2. In EMR navigate to the Scan Processor in EMR
   3. Compare folder path in Scan Process and the folder path in your File explorer

1. Align to correct folder paths, either copy paste the folder path from File Explorer window or map it in the Scan Processor window. User should now be able to see scanned documents in Scan Processor
2. If the use is accessing EMR via Citrix, they will not be able to use the Home Drive, they must use the network path (starts with: \\vch.ca\departments\......)

Fax prints out to paper from the fax machine and does not go into the EMR Fax folder

Verification steps:

1. Confirm Fax numbers
1. Check on our Clinic Details page and confirm if the user is reporting the same fax number
2. Confirm if the clinic has fax forwarding set up. Some clinics use a Telus number that is forwarded to RightFax number. Zendesk article should shows if a clinic is using fax forwarding and also lists their RightFax number
2. Confirm fax folder location

1. Look for clinic’s ScanFax folder path on Clinic Details page
2. Map user’s folder path and compare if the user is looking in the right place

Once the fax number and ScanFax folder location are confirmed, troubleshoot fax landing issues.

Troubleshooting steps:

1. For clinics with fax forwarding, using 1(###-###-####)@srfax.com, send a fax to their Telus fax number
1. If the fax lands in the ScanFax folder, in this case the fax forwarding is working. User might not have the correct ScanFax folder path, update as required
2. If the TelUs fax doesn’t land in the ScanFax folder
1. Send a test fax to clinic’s RightFax number
• If the fax lands in the ScanFax folder, it implies that fax forwarding is not working. Ask user to send a test fax to their own number from their machine to ensure if Telus network is not down
• If they are unable to send a fax, advise user to contact Telus for troubleshooting the issue

1. If the test Fax to RightFax number doesn't land in the ScanFax folder then contact RightFax team to ask them if there is an outage

• If they say there isn't then contact user access team and inform them

User accidently moved, renamed or deleted the fax folder

If the user has accidentally moved, renamed, or deleted their clinic’s fax folder and are no longer receiving faxes, ask the user to call the Service Desk immediately and let them know that:

• Clinic’s RightFax folder was accidentally moved/renamed/deleted
• The folder is no longer receiving faxes
• The folder needs to be restored with its original permissions
• Clinic staff should have read-write access to the folder once it is restored

Cannot print a PDF file from Scan Processor 

If a user is unable to print PDF’s from Scan Processor in Profile EMR, settings for Adobe Reader needs to be modified. Ask user to follow these steps:

1. Close all applications including Profile EMR. All applications should be closed before changing the setup in Adobe Reader. 
2. Open Adobe Reader (press Windows key and type “reader” to find it)
3. In Adobe Reader, go to Edit > Preferences > Security (Enhanced)
4. Tick off “Enabled Protected Mode at Startup”
   b. Press OK
5. Open Profile EMR to see if they can print PDF from Scan Processor 

External Zendesk: Troubleshoot Fax Issues