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Enterprise IT Support for

What We Do

By understanding your document-centric processes, Advantage Technologies provides your organization with comprehensive support that aligns with your digital transformation strategies.

Certified Engineers
Our U.S-based certified senior engineers can help your organization decide on the right solutions and strategies that align with your goals and needs.

eHealth Checks
We’ll work with you to ensure that the transport for all of your workflows is stable and streamlined for your document delivery workflows.

Troubleshooting Assistance
Our support team will work with your organization to address potential issues and ensure that they are resolved before resulting in any further downtime or stress.

Ticket Escalation
Product experts will quickly and efficiently resolve or escalate even your most complex technical problems, ensuring prompt resolution of your system issues.

Choose Advantage Technologies as your trusted support partner and leverage our experts for all your support needs.

How Can We Help?

System Configuration

Our certified engineers will work to properly configure your RightFax system and provide best practices to improve the security and efficiency of your system.

Help Desk

Our U.S. based help desk is available to assist you Monday through Friday from 8AM to 8PM (Eastern Time) with 24/7/365 support plans available.
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Fax Workflow Audit

Meet with one of our fax workflow experts and learn how
you can automate manual processes and streamline
document delivery workflows .

Professional Services

Trust our Professional Services team with all your product installations and upgrades to ensure that your project is a success.

Request Advantage Support

U.S.-based Help Desk

24 / 7 / 365 Support*

*Enterprise Support Contract Required

Certified Engineers

FAQ

Find answers to frequently asked questions about the most common RightFax topics below:

Is my RightFax version supported?

RightFax Product Lifecycle Matrix

Below is the product lifecycle information for each of the RightFax versions. For any editions that have reached sustaining maintenance, Advantage Technologies helpdesk will provide support on a best effort basis. OpenText recommends running the latest version of RightFax to ensure you have the latest updates and fixes that may be essential to your operating environments. Unsure on how to upgrade your RightFax server? Leverage our RightFax Professional Services to help with migrating your RightFax server. Click to learn more about Advantage Technologies Professional Services.

Product Release Date Sustaining Maintenance*
RightFax 16.6 May 2019 May 2024
RightFax 16.4 June 2018 May 2023
RightFax 16.2 April 2017 May 2022
RightFax 10.6 November 2013 November 2018
RightFax 10.5 July 2013 November 2016
RightFax 10 May 2011 July 2015
RightFax 9.4 December 2008 May 2014
RightFax 9.3 June 2006 December 2011
RightFax 9.0 November 2004 October 2009
RightFax 8.7 February 2004 September 2008
RightFax 8.5 February 2006
RightFax 8.0 September 2004

*After the 5th year of Current Maintenance has expired, the product version enters into the Sustaining Maintenance phase of the product lifecycle. When a product is considered to be under Sustaining Maintenance, the core development team is redirected to other work and no new services packs and patches are released for general use. Product defects and enhancement requests may still be reported, but work by the core development team on these issues will be discontinued. Migration to a Current Maintenance version may be required.

How do I backup my RightFax System?

It is critical to ensure your RightFax server(s) and SQL database(s) are being backed up. The following components should be backed up regularly.

  1. RightFax database (SQL)
  2. Program FilesRightFax directory
  3. Image directory. (default location of this folder is in Program FilesRightFax) Please verify location through the DocTransport module “Data Sharing” tab.
  4. System State and registry of the RightFax server(s)

If you have any questions or need more information, then please contact the helpdesk.

How do I find my SUID?

For RightFax Versions 9.4 & Later
Option A

  1. Open Enterprise Fax Manager (EFM)
  2. Select Fax Servers on the top left-hand side
  3. In the window to the right, go to the column Server Identifier to display your RightFax SUID

Option B

  1. Open Enterprise Fax Manager (EFM)
  2. Select your Server Name (TCP/IP) on the top left-hand side
  3. Select Services
  4. Select Server Module
  5. Select the Feature Activation tab
  6. Click on Product Licensing Utility
  7. Expand the Product Summary section

How to Find Your RightFax SUID (Video)

How can I find my RightFax server version?

Locating your Current RightFax Server Version

  1. From your RightFax server, open up Enterprise Fax Manager (EFM)
  2. Select “Fax Servers” from top Left
  3. Expand 2nd column for full view of your RightFax version

license

  1. From your RightFax server, open up EFM.
  2. Go to Help and About

about rightfax

How do I create a form using RightFax?

Click below to see tutorial video:

How do I create a form using RightFax?

What is my RightFax server licensed for?

For Open Text Fax Server, RightFax Edition v9.4 & v10

    1. Open up RightFax Enterprise Fax Manager (EFM).
    2. Click on the server name in the upper left-hand corner.
    3. All the RightFax services will be in the window on the bottom right-hand corner. Double-click on the RightFax Server Module.
    4. Go to the Feature Activations Tab.

features tab

    1. Click on Product Licensing Utility.
    2. Expand Product Summary to see the SUID, License Summary to see license info and Product Features to list the modules.

product summary

  1. Click Close to exit.

For Open Text Fax Server, RightFax Edition v9.3 and older:

    1. Open up RightFax Enterprise Fax Manager (EFM).
    2. Click on the server name in the upper left-hand corner.
    3. All the RightFax services will be in the window on the bottom right-hand corner. Double-click on the RightFax Server Module.
    4. Go to the Feature Activations Tab.

features tab2

  1. Click Cancel to Exit.
Why are my PDFs not converting?

In order to convert PDF files for outbound faxing, the RightFax server must be licensed for the PDF module. If you are not licensed and would like more information, then please contact your sales rep or call (866) 730-1700.

If you are licensed please follow the steps below to verify setup.

  1. Open Enterprise Fax Manager (EFM)
  2. Select your ServerName (TCP/IP) on the left-hand side
  3. In the bottom right, you will see a list of RF services. Double-click “RightFax WorkServer(#) Module”
  4. Select one of the workserver from the left menu (preferably #3)
  5. Highlight “Postscript” from the list and click “OK”
Why are my .doc/.docx files not converting?

Attaching .doc or .docx files to a fax does not convert. Why?

This can happen for several resons. First, you will need to confirm the RightFax server has the appropriate version of Microsoft Office installed (Office 2007 or 2010 is required for .docx conversions). Second, try logging into the server using the dedicated RF service account, which is a domain account with local admin rights on the RightFax server. Verify that you can open MS Office files without the appearance of any pop-ups. If problems persist after verifying these items, then please contact the helpdesk.

How do I create coversheets?

Click below to see tutorial video:

How do I create Coversheets?

Does FaxUtil work on Windows 8, 8.1 & Windows 10?

Windows 8 support for RightFax client applications was released with RightFax 10.5 Feature Pack 1, Windows 8.1 support was released with RightFax 10.6 Feature Pack 1 and Windows 10 support was released with RightFax 10.6 FP2 SR2. Please confirm that you are running the 9.4 client with a minimum of Feature Pack 1 applied.

If you have any questions or need more information, then please contact the helpdesk.

RESOURCES

Top RightFax Support Articles

Filter below to discover our collection of RightFax support documentation:

Please note that some articles may require login to the RightFax Resource Center. To register now, please click here.

FaxUtil_Uber_Grid_Image
FaxUtil Fax Status Messages
In RightFax, what do the FaxUtil fax status messages mean?
Codes_Uber_Grid_Image
Deciphering the Resulting Status Codes in RightFax
RightFax shows a status message for each fax in Faxutil and Webutil. To learn more about why a fax transmission may have failed, the fax history includes status codes that offer concise information.
Error_Uber_Grid_Image
Using "Fit Page" in FaxUtil Web Error
In RightFax when using FaxUtil Web, using “Fit Page” while viewing a fax causes the the size to continually grow to a very large percent.
Codes_Uber_Grid_Image
Error Code 53
When you attempt to open a connection from Enterprise Fax Manager to a RightFax server on another computer, you may receive the following error message:
FaxUtil_Uber_Grid_Image
Outbound Faxes Do Not Appear in FaxUtil
In RightFax, faxes do not appear in FaxUtil or send at all when you attempt to submit an outbound fax to RightFax 10.6 from IBM FileNet IDM Viewer through FileNet Print Services.
Codes_Uber_Grid_Image
Error Code 2
When you attempt to open a connection from Enterprise Fax Manager to a RightFax server on another computer, you may receive the following error message:
Error_Uber_Grid_Image
Error 1392
With RightFax, when you attempt to perform a client installation, a “1392” error message appears.
Error_Uber_Grid_Image
“Dial Tone After Dialing” Error
In RightFax, when you send faxes to specific phone numbers, faxes may fail with a transmission error, “Dial tone after dialing.”

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