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CimFAX Fax Server Troubleshooting Guide

Cannot login CimFAX. Error: server not found.
Server ID and IP address appear in "CimFAX Nearby" window. But login fails (on Windows)
  1. 1. Please take a note of the server IP address in the pop-up "CimFAX Nearby" window.
  2. 2. Find the network icon on the lower right corner of your computer. Right click the network icon. Choose “Open Network and Sharing Center”.
  3. 3. Click “Local Area Connection”.
  4. 4. Click “Details" on the “Ethernet Status” screen.
  5. 5. Here you can see the IP information of your computer. Write down the IP address, Subnet mask, default gateway and DNS server.
  6. 6. Go back to the Ethernet Status screen and then click “Properties”.
  7. 7. Check and double click "Internet Protocol Version 4".
  8. 8. Click “Use the following IP address” and “Use the following DNS server addresses” and type in the IP information you wrote down in Step 6. Then click “Advanced”.
  9. 9. Click “Add” in the Advanced TCP/IP Settings screen.
  10. 10. Type in an IP address that has the same former three parts as the server IP address. For example, if the server IP address is 10.16.6.18, then type in 10.16.6.200 here in this field. Then enter “255.255.255.0” in the field of subnet mask, and then click “Add”.
  11. 11. Click “OK”.
  12. 12. Now you can login to the server with the its IP address. If you still cannot login at this step. go back to step 10, try adding an IP address with different number at that last part, like 10.16.6.100. Then click "Add" and "OK" and try log in again.
  13. 13. To enable all the computers to login to the server, you need to change the IP address of CimFAX server. Click “Server” on the menu bar of CimFAX client software, and then “Network Settings”.
  14. 14. Please note that the former three parts of the server’s IP address have to be the same as that of your computer. For instance, if your computer IP address is 192.168.0.3, the server's IP address you are going to set shall be 192.168.0.X. X could be any number between 4 and 255. But in case of IP conflicts, we suggest you to choose a number between 200 and 255. We take the example of 192.168.0.200 in the screen shot below. The Subnet mask, default gateway and DNS server are the same as those of your computer. Type in those you have wrote down in Step 6. Click “Apply” after you fill in all the information in the fields.
  15. 15. When Network Settings configuration completed, you can login to the server with the new IP address.
  16. 16. After all these steps finished, go back to your computer’s “Open network and sharing center”> Local area connection> Properties> IPv4, change the IP settings of your computer back to “Obtain an IP address automatically” and “Obtain DNS address automatically”.
  17. Download Instructions for Server Not Found (Computer and CimFAX Not on the Same Network).pdf
Server ID and IP address appear in "Find" window. But login fails (on Mac)
  1. 1. Please take a note of the server IP address in the "Find" window.
  2. 2. Find "Network" on your Mac computer. Click "Wifi", then "Advanced". Take a note of the IP address, subnet mask and router information.
  3. 3. Go back to "Network" window. Click "+" on the lower left corner.
  4. 4. Fill the "Interface" and "Service name" which can be CimFAX. Then click "Create".
  5. 5. Type in an IP address that has the same former three parts as the server IP address.
  6. 6. Then enter subnet mask and router information which are the same as you find in "Advanced" in step 2.
  7. 7. Now you shoule be able to log into CimFAX server. Choose "Device">"Network settings".
  8. 8. Change CimFAX's IP address to the one that's on your local network.
  9. 9. Go back to computer "Network". Delete the service name and IP address you created in step 4-6.
Nothing shows up in the pop-up window
  1. 1. Check whether the lights of LINE, POWER, LAN and READY on the front panel of CimFAX are on and steady, but you could not login to it, please find the network icon on the lower right corner.
  2. 2. Check whether the connections to CimFAX are correct. One end of the Ethernet cable to the LAN port and the other end to your router. Fax line to the LINE port.
  3. 3. Check whether there are two or more routers. CimFAX needs to be connected to the same router as your computer do.
  4. 4. Disable computer firewall and try to find the server on CimFAX client again.
  5. 5. Close your anti-virus software and try to find the server on CimFAX client again.
Fax to email fails?
  1. 1. Login as admin. Click “Server”>“Network settings”. Check if the internet status is connected.
  2. 2. If yes, go to “Options”>“Fax to email setup”, check if the SMTP server address, Encrypt link and port are right.
  3. 3. Gmail does not work. We suggest you register an outlook email. Outlook SMTP address is: smtp-mail.outlook.com. Encrypt link: TLS. Port: 587.
  4. 4. If you are using outlook email, but still couldn't get any fax in your email. Please login your outlook email on your computer to complete an authentication. Then see if you can get fax in your email.
Cannot choose letter size when printing in CimFAX?
  1. The latest CimFAX client software supports US Letter Size. Please download the installation package below: CimFAX_v.5021
Cannot remote login?
  1. 1. Login as admin. Click “Server”>“Network settings”. Check if the internet status is connected.
  2. 2. If not, change the subnet mask, default gateway, and DNS to the same as those of your computer. (Your computer has to be connected to the internet, in this case)
  3. 3. Log into your router and get into the setting/configuration page.
  4. 4. Find port forwarding, add port starting at 3001, ending at 3008. Click Add. (how to configure port forwarding could be found on the support page of your router's website).
  5. 5. Go to CimFAX client. Click “Help”>“Server Information”. Write down the serial number.
  6. 6. Click “Server”>“User Accounts”. Check on the option of “Remote Access” for the user who need to use this feature (Note: admin does not have the permission of remote access).
  7. 7. Click “File”>“Switch user” and then the button beside the IP address field. Choose “Find remote”, type in the serial number you wrote down in step 5. Click “Find”.
  8. 8. Message “Find remote server, IP: xxx.xxx.xxx.xxx” will appear.
  9. 9. Login with this IP address next time when you/other users are working remotely.
Can't import contacts?
  • 1. Create a new excel. Add three columns or more, name them Name, Company, Fax number, etc. Type information in these cells.
  • 2. Save the file as .xls.
  • 3. Open CimFAX, click “Options”>“Contacts”>“Import” in the upper left corner of the window. Choose display name for each column and then it is done.
    Can't auto save fax to SMB shared folder?
  • 1. Create a SMB shared folder, add Everyone permission and permission of full control, read and change.
  • 2. Right click the folder, choose Properties and click “Sharing”. Copy the network path of it.
  • 3. Close the window and open the shared folder. Create a folder named admin, or name of your user account.
  • 4. Open CimFAX, click “Options”>“Automatic Export”. Check on the option of “Save as general file format” and paste the network path you copied in step 2.
  • 5. Click “Apply”. Then it's done.
    Server beeps every 3 seconds?
  • 1. Check if the two ends of the phone line are plugged in well.
  • 2. Check if there's another fax machine or telephone connected to this phone line. If yes, please wire another phone line for CimFAX.
    Failed to install CimFAX Virtual Printer?
    1. 1. Download illustrated instructions: Install CimFAX Virtual Printer.pdf
    2. 2. Download CimFAX Virtual Printer Package: CFX_PRINTER.rar
    How to update server software?
    1. 1. Download Server Update Package
    2. 2. Log in to CimFAX as admin.
    3. 3. Go to "Server">"System Upgrade". Browse and select the file SwUpdate_5048.img
    4. 4. Click "Start Upgrade".
    Sending fax fails?
    1. 1. Check if the fax line is plugged into the "LINE" port instead of "PHONE" port.
    2. 2. Check if the fax number is correct. For instance, in the United States, you need to add "1" before some fax numbers.
    3. 3. Check with the recipients if their fax machines' memory is full.
    4. 4. Retry sending the failed faxes to see if they can go out.
    5. 5. Click "Listen in Fax Sending" in the drop-down menu of "Options". Then retry sending. When this attempt is completed, go to CimFAX file location, find a .wav file in the "Voice Log" folder and send it to our support to get help.
    Cannot receive fax?
    1. 1. Check if the fax line is plugged into the "LINE" port instead of "PHONE" port.
    2. 2. Check if there's another device attached to CimFAX. If yes, please set that device picks up after CimFAX.
    3. 3. Click "Start Listen in" in the drop-down menu of "Server". Then retry receiving. When the sending attempt is completed on the other end, go to CimFAX file location, find a Listenin.wav file in the "Voice Log" folder and send it to our support to get help.
    CimFAX Fax Error Codes and Solutions
    CimFAX prints only one page of the fax on Windows 10 Professional?
    1. 1. Download CimFAX printer for Windows 10 professional
    2. 2. Check whether your computer is 32-bit or 64-bit by: right click the icon of "This PC" or "My PC" on your desktop or find it in your control panel, then choose "Properties", find "Sytem Type".
    3. 3. Click PrinterSetup.exe if your computer is 32-bit to install, and PrinterSetup64.exe if it's 64-bit.
    CimFAX printer does not work on Windows server 2012 or system above?
    1. 1. Download CimFAX printer for Windows 2012 and above
    2. 2. Check whether your computer is 32-bit or 64-bit by: right click the icon of "This PC" or "My PC" on your desktop or find it in your control panel, then choose "Properties", find "Sytem Type".
    3. 3. Click PrinterSetup.exe if your computer is 32-bit to install, and PrinterSetup64.exe if it's 64-bit.
    Fax keeps waiting for upload?
    1. Power off CimFAX server box and then power it on to retart it. Problem will be solved.
    Error reading fax file when sending a fax?
    1. 1. Uninstall CimFAX and then reinstall it. Then restart the server box by power off and power on.
    2. 2. If that doesn't work, check if CimFAX memory is full. Log in as admin. Then go to "Help" and then choose "Server Information". If it's full, contact tech support for clean package.
    Can't choose pdf when send fax from "File"?
    1. Please install Adobe PDF Reader. Then you'll be able to choose pdf from "File".
    How to reset CimFAX?
    1. Please note: do not reset the server unless the administrator forgets admin password or cannot log in the server.
    2. 1. Check the IP address of your computer. If you are using a Windows computer, please go to "Network and Sharing Center", click "Ethernet" or "Wifi" then "Details". If you are using a Mac computer, please go to "Network", click "Wifi", then "Advanced".
    3. 2. If the IP address of your computer is not 192.168.1.x, please add the IP address 192.168.1.120 to your computer.
    4. 3. To add an IP address to your Windows computer: go to "Network and Sharing Center">click "Ethernet" or "Wifi">"Properties">double click "Internet Protocal Version 4">choose "Use the following IP address" and "Use the following DNS server address">fill the exact same information from the "Details" in step 1>then click "Advanced">enter the IP address 192.168.1.120 and subnet mask which is the same as that you entered in the last step>click "Add", then "OK"
    5. 4. To add an IP address to your Mac computer: go to "Network">click "+" on the lower left corner of the "Network" window>fill the "Interface" and "Service name" which can be CimFAX>click "Create">enter the IP address 192.168.1.120, then subnet mask and router which are the same as you find in "Advanced" in step 1>click "Apply".
    6. 5. Now you can start to reset the server. Use a toothpick or stick like this to press the RST button on the unit and hold for about 10 secs and release when there’s a long beep. .
    7. 6. Wait for a moment. The READY light at the front panel of the server box will be out or flashing.
    8. 7. When READY light becomes steady, the server is successfully back in factory settings.
    9. 8. Server network settings will be restored to factory set. IP address: 192.168.1.2 and subnet mask: 255.255.0.0. Admin password will be restored to: “admin”.
    10. 9.Login the server with factory IP address (192.168.1.2), user name: admin and password: admin.
    11. 10.Now you are logged in. Click “Server” and then “User Account” to reset admin account and password or "Network Settings" to change the server's IP address to the one on your local network.
    12. 11. Power off the server and then power on to reboot.
    13. 12. Run CimFAX client. If you didn't change the server's IP address, log in with the IP address before the whole reset. If you changed it, log in with the new IP address. Do not log in with 192.168.1.2 which is just a temporary IP address.
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