Your RightFax server can send faxes from a variety of devices and will generally convert files to the correct format before sending. Although this process is simple, users will occasionally run into an error where one or more faxes are stuck in the conversion process.
RightFax versions 10.6 and later have tools that monitor conversion buildups, allowing you to monitor and take notice of faxes stuck in conversion. When this happens, you will encounter one of two issues:
- Faxes stuck “In Conversion”
- A “Problem Converting Fax Body or Coversheet”
There are a few approaches to take when faxes are stuck in conversion. The first diagnostic step to take is to determine if the issue is isolated to one user or if it is impacting all users.
Diagnosing and Solving the Issue for All Users
If all users are impacted, check to see if the following services are started:
- RightFax Conversion Engine services
- RightFax Workserver Module services
If either of these services is not running, start it. If they are running, try restarting them. You may even need to reboot the server.
If That Doesn’t Resolve the Issue
If restarting doesn’t resolve the issue, or if services fail to start, you can gather more information on the conversion failure by:
- Checking the RightFax Application Log in Windows Event Viewer for information regarding the conversion process
- Debugging the services performing the conversion
If services start and conversion takes place while debugging, this indicates that there could be a service account issue. If this is the case, the rights or authentication on the service account configured for the conversion services may have changed.
To verify or make changes to the RightFax service account, use the Server Module service.
More Detailed Instructions
If you are uncertain how to go about resolving the problem, you can follow our step-by-step instructional video at RightFax University.