MustGather for Facsimile Support/400 Communications Failures

Troubleshooting

Problem

This document describes what to collect for Communications failures with Facsimile Support/400.

Resolving The Problem

This document describes what to collect for Communications failures with Facsimile Support/400 (FAX/400).

Abstract

If you are having communications failures sending or receiving faxes using IBM Facsimile Support/400 (FAX/400), this is the list of things that you will need to send to the IBM i Global Support Center (iGSC).

Cause Summary

A communications failure could cause the inability send or receive faxes, could cause a partial fax to be sent or received, or could cause a fax to be sent or received multiple times.

Collecting Information

1.	A PTF listing for the system: *DSPPTF LICPGM(ALL) OUTPUT(PRINT)* A spooled file name QSYSPRT is generated.
2.	A listing of the communication hardware installed on the system: *DSPHDWRSC TYPE(CMN) OUTPUT(PRINT)* A spooled file named QSYSPRT with the User Data of DSPHDWRSC is generated. The modem hardware type would be one of the following: 2771, 2772, 2793, 2805 or 576C. If none of these are listed, is it an external modem? If so, verify the make and model of the external modem.
3.	The software installed on the system: *DSPSFWRSC OUTPUT(PRINT) A spooled file named QSYSPRT** is generated
4.	Obtain a copy of the Facsimile Support configuration by displaying the member(s) in the configuration file and copy/paste or take a print screen of the information: DSPPFM FILE(QUSRSYS/QAFFCFG) MBR(FAXD01) Where MBR is the fax controller name, typically FAXD01 If more than one controller is configured, display each member of the file DSPPFM FILE(QUSRSYS/QAFFCFG) MBR(FAXD02)** Etc. If a host print screen is done (right click in the display session, select PAD 2 then click on HostPrn), a spooled file named QSYSPRT is generated. The *PRTFAXCFG FAXD(ALL) command can also be used but this information does not show if there is a dialing prefix configured for the fax card. A spooled file named QPFFCFG** is generated.
5. 6.	If numerous communication failures are occurring, such as, FAXC708: A fax communications failure occurred while processing SNDFAX request to telephone number &11. -or- FAXC701: Call failure. Call to telephone number &11 was not answered or was not answered by a fax device. Verify the correct fax number is being dialed. Verify the required dialing code is included with the number. For example, some phone systems require dialing a 9 before the fax number. Plug an analog phone into the phone jack that the modem is using and dial both local and long distance numbers to see if it is successful. Note if a dialing code is necessary. Verify Error Correction Mode (ECM) is configured for the fax card. If not, use the RMVFAXCRD and ADDFAXCRD commands to reconfigure the fax card to ECM ON. Contact the telephone company and have them check the phone line for quality. If the communication issues are happening only to a specific fax number or numbers, contact the recipient and ask them the type of fax machine they are using. If the root cause is not determined, collect a communication trace for further problem determination. If multiple fax controllers are configured, start a communication trace on each line, or consider ending all but the one controller that is experiencing errors. Use the following instructions to collect a communication trace: STRCMNTRC CFGOBJ(FaxLineName) CFGTYPE(LIN) MAXSTG(2M)** Repeat the STRCMNTRC command for each fax line if tracing multiple lines
	After the failure occurs, end the communication trace: *ENDCMNTRC CFGOBJ(FaxLineName) CFGTYPE(LIN) Print the communication trace: PRTCMNTRC CFGOBJ(FaxLineName) CFGTYPE(LIN)*
	A spooled file named QPCSMPRT is generated.
7. 8.	Send the data collected above, plus the Facsimile Support transaction log to the IBM i Global Support Center for review: Create a library and output queue to save the spooled file data: Where xxxxx is your open PMR number CRTLIB LIB(PMRxxxxx) CRTOUTQ OUTQ(PMRxxxxx/IBMSPT) Create a save file to save the transaction log: CRTSAVF FILE(PMRxxxxx/TLOG) Save the transaction log to the TLOG save file: SAVOBJ OBJ(QAFFTLOG) LIB(QUSRSYS) DEV(SAVF) OBJTYPE(FILE) SAVF(PMRxxxxx/TLOG) Move the spooled files to the IBMSPT output queue in PMRxxxxx library: Assuming this is all done from the same job/session: WRKJOB Select option 4. Work with Spooled Files Locate the spooled files and select option 2=Change next to each file On the command line, type OUTQ(PMRxxxxx/IBMSPT) and press <ENTER> Save the library, including the output queue with the spooled files to a save file: CRTSAVF FILE(QGPL/PMRxxxxx) SAVLIB LIB(PMRxxxxx) DEV(SAVF) SAVF(QGPL/PMRxxxxx) SPLFDTA(ALL) NOTE: If the SPLFDTA parameter is not specified as ALL, the spooled file data will not be saved. FTP the PMRxxxxx save file containing the PMRxxxxx library to IBM. Refer to document N1019224: MustGather: Instructions for Sending Data to IBM i Support* (<--Link) to determine the best method to use. The recommendation is to use the MustGather Tools to FTP the save file as the transaction log may be large. If sending only the spooled output and not the transaction log, use document N1015044: *Saving an Output Queue with SPLFDTA(ALL) to Send Spooled Files to Software Support** for instructions.

[{"Type":"MASTER","Line of Business":{"code":"LOB57","label":"Power"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Product":{"code":"SWG60","label":"IBM i"},"Platform":[{"code":"PF012","label":"IBM i"}],"Version":"7.1.0"}]

Historical Number

589015114

Was this topic helpful?

Document Information

Modified date:
18 December 2019

UID

nas8N1011727

Tips