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CimFAX Fax Server Troubleshooting Guide

Server not found when local log in
  1. 1. Please check lights on the front panel of CimFAX box. Usually only the lights of READY, POWER, LAN, LINE are on the first time you set it up. If all the lights are on, please contact us for a replacement.
  2. 2. Please connect CimFAX to the router that your computer is connected to. They should be on the same router.
  3. 3. Please let CimFAX through your firewall. Go to your Firewall, then click Allow an apps allow through firewall and check if CFXFinder and FaxBox of CimFAX are on the list. If not, please click Change settings>Allow another app>Browse>Local Disk C>Program files x86>Cimsun Tech>CimFAX>CFXFinder and FaxBox of CimFAX>Open>Add>OK.
  4. 4. Please download CimFAX FaxGo app from GooglePlay or AppStore on your phone. Connect your phone to the wifi from the router that CimFAX is connected to. Create an account and log in to see if the app can find the server.
  5. 5. If you still get the same error, please email the above info and the operating system of your computer to our tech support at us@cimfax.com for help.
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 “Server”>“User Accounts”, check if the permissions of "Fax to email" and "Distribute" have been checked on.
  3. 3. If yes, go to “Options”>“Fax to email setup”, check if the SMTP server address, Encrypt link and port are correct.
  4. 4. Gmail smtp does not work on CimFAX. We suggest you register an outlook email. Outlook SMTP address is: smtp-mail.outlook.com or smtp.office365.com. Encrypt link: TLS. Port: 587.
  5. 5. 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.
  6. 6. If you still cannot get fax in your email, please email screenshots of user accounts, network settings, fax to email settings and server log to tech support at us@cimfax.com for help.
How to set up remote access?
  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. Name the file without any space or punctuation in between.
  • 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.
    How to 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”.
    Server beeps every 3 seconds
  • 1. Server beeping every 3 seconds means line signal not detected. Check if the two ends of the phone line are plugged in well. Try plugging it on and off. If it is still beeping, please plug the line into a telephone or a regular fax machine to see if you can make a call out. If not, then there's something wrong with either your fax line or the connector on the end. Please contact your phone service provider in this case.
  • 2. Check if there's another fax machine or telephone connected to this phone line. If yes, whenever fax machine or you telephone is offhook, CimFAX will detect no signal and beep. You can go to "Server">"Fax options" to check on "Disable warning beep of this line".
    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. Unzip it. You will see that it is an .img file. DO NOT try to burn/unzip/open this file.Then log in to CimFAX as admin.
    3. 3. Go to "Server">"System Upgrade". Browse and select the file SwUpdate_5056.img.
    4. 4. Click "Start Upgrade". Give the server a few minutes to finish the update.
    Can't send fax/sending fax fails?
    1. 1. For Error "No dial tone", check if the fax line is plugged into the "LINE" port instead of "PHONE" port. If yes, please check if there's a telephone or fax machine connected to CimFAX and it is on a call/receiving a fax. If yes, please wait till the call is over/fax received then try resending this fax.
    2. 2. For error "FaxCore no respond" and error "Fax answer tone not detected", check if the fax number is correct and if you have entered fax number correctly. Do not add any punctutation or space in the fax number.
    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.
    Cannot add or delete user account?
    1. 1. Downgrading CimFAX server software will solve this problem. Download Server V.5048 Package.
    2. 2. Unzip it. You will see that it is an .img file. DO NOT try to burn/unzip/open this file. Then 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". Give the server a few minutes to finish the update.
    How to reset CimFAX?
    1. Please note: do not reset CimFAX unless you are not able to log into CimFAX or you forget admin password.
    2. Please follow the steps below to reset:
    3. 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".
    4. 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.
    5. 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".
    6. 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".
    7. 5. Now you can start to reset the server. Power off and power on the server. After you hear a long beep, use a paper clip to press the RST button on the back panel of the unit and hold it until you hear a long beep (Please NOTE: DO NOT RELEASE UNTIL YOU HEAR A LONG BEEP. This is important).
    8. 6. Wait for a moment. The READY light at the front panel of the server box will be out or flashing.
    9. 7. When READY light becomes steady, the server is successfully back in factory settings.
    10. 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”.
    11. 9. Log into the server with factory IP address (192.168.1.2), user name: admin and password: admin.
    12. 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.
    13. 11. Power off the server and then power on to reboot.
    14. 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.
    Document scanned shows black?
    1. Click Options>Scan settings. Click Default and then Apply. Problem will be solved.
    CimFAX Fax Error Codes and Solutions
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    Support: +86-13600011553
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