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  1. #1
    SOAPware Forum Junkie!
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    Default MyHealthware Fax issue

    There is a problem with MyHealthware faxes received starting about midnight 4/18/17. The fax files are corrupted. They appear fine in MHW, but may be unreadable when downloaded. SOAPware is working on this.

    Meanwhile, DON'T delete the faxes--they should be salvagable. (In fact, in my experience they are readable in Foxit reader)

    Worst case you can download to computer, print from Foxit and scan in...

    Andy

  2. #2
    myHEALTHware Product Mgr
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    Default

    Thank you for getting the word out Dr. George. The issue has been resolved as of around 10:15am ET on 4/19. The issue was that our fax engine vendor released a bug that caused the value of "dots per inch" or resolution of each fax page to be a bogus number. We use this value to know how to correctly translate the image when creating a PDF when downloaded. The vendor does not use this value and just assumes a hardcoded value and so "didn't think it would affect anyone". Infamous last words in software. After a couple of tries, they are now setting it correctly again. After much deliberation on how to handle existing corrupted faxes, we decided to have them just repost them all with the corrected value. That appears to be complete as well. We apologize for the duplicate work and stress this causes for your staff. We haven't heard from our vendor yet about not charging SOAPware for those faxes but it was a no-brainer for SOAPware to not charge our customers as the least we can do. Please let me know if you see any more issues regarding this and thank you for your patience.

 

 

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