Troubleshooting Faxes
Error Message | Description | Solution |
|---|---|---|
Standard HTTP 404 error message appears. | When you select Receipts > View Receipts in new window or View Receipts in current window, a secondary browser window appears with an HTTP 404: Page Not Found error. | The service is not available at this time or there is a corresponding network error. Try using the service later. |
There is currently no receipt image available. If the fax was sent less than five minutes ago, try to access this page again in a few minutes, as the image may be in process. If significant time has elapsed, the fax may have been sent incorrectly or may have been unreadable. You should send the fax again, reviewing the instructions on the fax cover page to minimise problems. If the issue persists, review the Help for this feature, or contact your administrator. Or, if you are an approver or processor, you may see this message: "There is currently no receipt image available." If the employee sent the fax less than five minutes ago, try to access this page again in a few minutes, as the image may not have been processed. If significant time has elapsed, the fax may have been sent incorrectly or not at all, or may have been unreadable. Request that the employee send the fax again, reviewing the instructions on the fax cover page to minimise problems. If the issue persists, review the Help for this feature, or contact your system administrator. | When you select Receipts > View Receipts in new window or View Receipts in current window immediately after faxing or before faxing. | You faxed to the wrong number. Ensure that the fax was sent to the correct fax number. Use the number that appears on the fax cover page along with any of your company's fax requirements, such as dialling 9 first. Or You may have tried to access the faxed receipts too soon. You must wait at least 60 seconds before the image is available. Keep in mind, that the fax machine you use and the fax protocol of your company may determine the length of time you must wait before you see the faxed image. Delays may occur when using digital fax machines that fax to memory instead of immediately transmitting the fax. Concur's imaging service does not support Intelligent or Polling fax machines, those shared among several users or by executive assistants for multiple users. Or Your fax was rejected because it was illegible. The barcodes should appear crisp and clear, without smudges, streaks or smears. Check the resolution on your printer or fax machine to ensure clarity. Or You printed the Receipt Fax Cover Page in Landscape mode. Ensure that the Fax Receipt Cover Page was printed in Portrait mode. |
Viewing receipts requires the Acrobat Reader, which you can download free of charge. Click the link to go to the Adobe Web site to install the reader. Close this window and attempt to view the receipts again. | When you select Receipts> View Receipts in new window or View Receipts in current window and Adobe Acrobat is not installed. | Install Adobe Acrobat Reader and try again. |
Receipts for several expense claims with associated fax cover pages appear for one claim. | When transmitting receipt information for multiple claims, each set (cover page and receipts for each expense claim) must be transmitted separately, allowing the fax machine to disconnect between transmissions. Sometimes, executive assistants must separate faxes for different travellers or multiple claims for the same traveller, and the assistant may inadvertently try to send receipts all at once. | Fax the cover sheet and receipts for Claim #1. Let the fax machine disconnect. Re-dial and send the cover sheet and receipts for Claim #2. |
Imaging is incorrectly configured. Please contact your administrator to correct this problem. | This message appears when you select Receipts > View Receipts in new window or View Receipts in current window. | The Public Key and/or Company ID and/or the Image Server URL are incorrect. Concur provides these values to the customer. Contact your Concur administrator. |
Blank pages appear instead of receipts. | After faxing receipts, select Receipts > View Receipts in new window or View Receipts in current window. | You may have placed the receipts upside down on the fax machine. Refer to your fax machine instructions for the correct placement of pages to be faxed. |
The receipt image for this claim has been archived. It is no longer available for viewing in Expense. The image has been permanently stored and is available to your administrator. Contact your administrator for information about the receipt image. | When Receipts > View Receipts in new window or View Receipts in current window is selected for an expense claim that was created prior to the last 12 months. | Contact your Concur administrator for assistance. |
The barcode does not appear on the fax cover page or appears as numbers only rather than a barcode. | When you select Print > Fax Receipt Cover Page and preview or print the cover page, the barcode appears as numbers only rather than a barcode. | Make sure that the barcode font (AdvHC39c.ttf) exists and is properly installed in the Windows Fonts directory. Contact your Concur administrator for assistance. |
Busy Signal | When attempting to fax your receipts, you receive an irregular or fast busy signal. | This typically means that you are still within your company's phone system and have not reached an outside line. Generally, you would need to re-fax your receipts. One cause for the fast/irregular tone could be that your phone system requires that you dial 9 (for an outside line) before dialling the fax number. Or All available lines are busy. Re-fax your receipts at a later time. |
