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Kofax

Tracing FAX communication problems

Summary

3553

Description

This article will only describe how to correctly activate FAX tracing. It will not provide any information about how to correctly analyse possible FAX communication issues. For further analysing please forward the captured information (Traces, journal files, Wconfig, Event logs, Registry) to your next level of support. Incorrect trace settings are one of the biggest causes of delay in finding a cause/solution to FAX communication problems. So capturing correct and purposeful traces ‘the first time’ is very important. Always combine the below trace settings with an appropriate TCOSS trace level setting.
    HKLM\SOFTWARE\TOPCALL\TCOSS\TraceLevel=0x1083 hex

Increasing trace level settings will also increase the amount of data that is written to the trace file. To prevent/delay important information from being overwritten, it’s best to increase the trace file limits. Adjusting the values of the following registry keys to the proposed values will allow the system to write 10 files of 10000 KB each before it starts overwriting the first trace file again.
    HKLM\Software\TOPCALL\TCOSS\MaxTraceFileSize=0x2710 hex (10000 dec)
    HKLM\Software\TOPCALL\TCOSS\MaxTraceFiles=0xa hex (10 dec)

The combined trace results can be found in the standard trace folder: ‘C:\TCOSS\Trace’. Needed are the ‘TCOSSx.trc’ files and, if applicable, also the ‘TCOSS_xxx.btr’ binary trace files.

Below you can find a short description for each of the different trace settings. Included in this description you can also find the appropriate error(s) for when to apply this specific trace setting. If in doubt at least try to capture ISDN and MODEM traces.

Even further below you can find a couple of ‘TCOSSx.trc’ trace file excerpts. In this way you’re able to compare your trace output to the expected output for each setting.

ISDN traces:

Used if the connection with the other fax machine could not be established?.
ISDN Trace reflects the D-channel protocol.

This is case if:

  1. Outgoing calls are aborted with an error code that starts with “I”. (E.g. IP, IU...)
  2. You do not get a fax prompt, if you try to dial the ISDN channel with a Telephone

HKLM\SOFTWARE\TOPCALL\TCOSS\TraceFlags\Node_XXX=0x11 hex

No additional configuration change, no reboot.

ISDN and MODEM traces:

Used if the connection with the other fax machine could be established, but fax transmission or reception failed. Modem trace reflects the fax protocol (T.30) commands.

This is case if:

  1. Outgoing calls are aborted with an error codes: XM, XN, XO, XP, XQ, XS, XT, and XG.
  2. Incoming calls with error codes: XV, XW, XY, and XZ.
    HKLM\SOFTWARE\TOPCALL\TCOSS\TraceFlags\Node_XXXs=0x13 hex
    Config line 232: 02 02 12 02,

    Config line 242: 00 00 00 03 8F 03 ..,

As TUM part of channel configuration is adapted, a node reboot is required.

NOTE! Do not activate on many channels at the same time. To trace inbound calls just activate on the most frequently used channels.

ISDN, MODEM and BINARY traces:

Used for error codes: XL, XH, XO…, or for problems with reaching specific fax numbers. Activating this trace will generate a ‘TCOSS_xxx.btr’ file for every single call.
    HKLM\SOFTWARE\TOPCALL\TCOSS\TraceFlags\Node_XXX=0x17 hex
    Config line 232: 02 02 12 02,
    Config line 242: 00 00 00 03 8F 03 ..,

As TUM part of channel configuration is adapted, a node reboot is required.

NOTE! Do not activate on many channels at the same time. To trace inbound calls just activate on the most frequently used channels.

TAM/TUM traces:

To activate, if the inbound FAX is not accepted and you hear 3 beeps instead.
Config line 32: 1
As TAM part of channel is adapted, “reload channel” is required.

NOTE! Do not activate on many channels at the same time. To trace inbound calls just activate on the most frequently used channels.

Analogue FAX tracing:
ISDN tracing simply doesn’t work on analogue FAX lines but MODEM and BINARY do.

To activate MODEM traces:
    HKLM\SOFTWARE\TOPCALL\TCOSS\TraceFlags\Node_XXXs=0x03 hex
    Config line 232: 02 02 12 02,
    Config line 242: 00 00 00 03 8F 03 ..,

To activate MODEM and BINARY traces:
    HKLM\SOFTWARE\TOPCALL\TCOSS\TraceFlags\Node_XXXs=0x07 hex
    Config line 232: 02 02 12 02,

    Config line 242: 00 00 00 03 8F 03 ..,

For both of these the following is also valid:
As TUM part of channel configuration is adapted, a node reboot is required.

NOTE! Do not activate on many channels at the same time. To trace inbound calls just activate on the most frequently used channels.

Remote BER Testing:

Should be activated if the quality of the line is suspected to be the reason for reception or sending errors. Activation on TCOSS by routing an incoming channel in the number conversion facility (Config lines 254-283) into the string “LOOPTEST” (E.g. 254, 39999=LOOPTEST)

To verify correct working, dial the “LOOPTEST” number and you will get a loop test confirmation prompt (a 1 s 880Hz tone followed by a 1 s 700Hz tone). Then the LS1 will echo all received data on this channel without modification. If you dialled this number with a normal phone you should be able to hear your own echo. Now you can use an Aurora Tester to measure erroneous bits over a certain period of time. (at least 1 hour)

Journal files:

These can be found in the ‘System Folder’ in “TCfW Communication Server Client” and can be used to calculate the error rate, determine problematic numbers…

  • AIyymmdd = YearMonthDay incoming (I)
  • AJyymmdd = YearMonthDay outgoing (J)

These have to consist of at least 2 lines. Config line 38: 0A 01

Note that the letters ‘I’ & ‘J’ are used in the default FAX channel Config. These might be different in your system.

Trace information

To make sure that you activated the traces correctly, open your ‘TCOSSx.trc’ file and look for some of the following keywords (in red).

  • ISDN Trace output: The number in brackets reflects the used channel number.
        10:05:45.234 (390/428) N3/T1010 .001= SETUP(4) >> NUM=999 CHIP=0
        10:05:45.250 (390/428) N3/T988 .005=>> L=30 A=0201,C=0000 Setup(0001): A1= 4=9090A3 18=A98381 70=81393939 7D=9184<
        10:05:45.296 (390/428) N3/T1018 .002= << CALL PROC(4) CR = 1
        10:05:45.312 (390/428) N3/T1010 .001=N_CALLPROC_IND(4) BCHAN=1
        10:05:46.218 (390/428) N3/T1018 .002= << CONNECT(4) CR = 1
        10:05:46.234 (390/428) N3/T1010 .001= CONN_ACK(4) >>
        10:05:46.250 (390/428) N3/T1010 .000=N_CONN_CONF(4) BCHAN=1
        10:06:06.281 (390/428) N3/T1010 .001= DISCONNECT(4) >> CA=16
        10:06:06.359 (390/428) N3/T1018 .001= << RELEASE(4) CR = 1 CA=-1
        10:06:06.375 (390/428) N3/T1010 .002= get_cause_aoc(4) CAUSE=-1 CURRENT AOC=FFFFFFFF GLOBAL AOC=0
        10:06:06.390 (390/428) N3/T1010 .000=N_DISC_IND(4),CA=-1 AOC=0
        10:06:06.406 (390/428) N3/T1010 .001= REL COMPLETE(4) >>

    • MODEM Trace output: The number before :MOD reflects the used channel number.
      16:13:57.140 (390/428) N3/T1378 .000=04:MOD rx_start1 1 0 0
      16:13:57.156 (390/428) N3/T1378 .021=04:MOD rx_start2 4
      16:13:58.468 (390/428) N3/T1378 1.22=04:MOD-Rx ok(23) = rCSI Fax: +43-1-08
      16:13:58.734 (390/428) N3/T1378 .266=04:MOD-Rx ok(07) = rDIS (V.27/29/33/17,ECM) 00EEB844
      16:14:14.906 (390/428) N3/T1378 .001=04:MOD-Tx ok(07) = tPPS-tEOP 2F000002
      16:14:16.718 (390/428) N3/T1378 1.45=04:MOD-Rx ok(03) = rMCF
      10/12:29:59.200 (b2c/f70) N4/T1B 1.01=30:MOD-Tx ok(03) = tDCN

If you have a trace without these extra MOD trace entries, no MODEM trace has been activated.

BINARY trace output:

10/12:27:28.743 (b2c/f70) BTR Open File c:\tcoss\trace\TCOSS_045.btr for Channel 30
10/12:29:45.528 (b2c/f70) BTR Closes File for Channel 30

For even more information please see the current “ISDN Reference” and “TCOSS Configuration” manuals.

Applies to

  • TC/SP 7.64.03 – Current (Article based on TC/SP 7.84.00)

Keywords: ISDN, analogue, BRI, PRI, E1, T1TC23, TC24, TC26, TC30, TC31, TC32Line Server, model, 305, 304Understanding BER test resultsFAX tracing

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