- Fax Server - AccuRoute WebApps Troubleshooting - Michigan Medicine

Introduction

This article is intended for use by the Service Desk and users of the AccuRoute WebApps tool.

The article describes known issues with AccuRoute following the recent upgrade.

Since our upgrade on 11/18/22 we have experienced issues on a daily basis. These issues include stability, interruptions in service, delays in fax processes, faxes failing, confirmations not received etc. Root cause related to delays is the time of the day and the size of the fax. We have been working diligently with the vendor to remedy these issues. The Enterprise Clinical Support team is working collaboratively to diagnose and resolve the issues, this is our TOP priority. The vast majority of issues reported have been documented and are being addressed as quickly as possible. As additional issues are recognized or resolved, we will communicate them to you via email. We would like to thank everyone who has provided feedback so far.

These are known issues currently being worked on with the vendor. You do not have to report these unless otherwise indicated in the grid below:

Delays in faxing
Faxes appear to be canceled
Compose Failures
Error "Object reference not set to an instance of an object"

Instructions

If you are experiencing an issue that is not listed, please submit a ticket to the Service Desk.

Issue	Recommendations
Delays (any)	If your fax is of an urgent nature, we suggest you use an alternative method, which includes: Utilizing MiShare when possible -mishare.med.umich.edu Send an encrypted Outlook email using [SECURE] in the subject line. Attachments should be less than 25mb.
Faxes appear to be canceled, but the user did NOT cancel	The HITS Fax Server team could be taking corrective action. During emergency maintenance, the process is to cancel all current faxes until the system is stable. When the system is back up, all the canceled faxes are resent in small batches. You should see a resend within 24 hours at most.
How do I delay non-urgent or large faxes?	How to delay faxes and send later
Compose failures or Ghost script errors found in your confirmation	Convert PDF files over to TIFF
Error "Object reference not set to an instance of an object"	Start by clearing the cookies and caches from Chrome or the browser you are using. Log out of the WebApp and log back in and try again. If that doesn't work, create a screenshot of the issue and submit a ServiceNow ticket