This article is for administrators troubleshooting the following issues with faxing from Aprima:
Received the error getAccessToken: Failed to generate AccessToken. StatusCode: BadRequest in Aprima.
Faxes sent from Aprima are not showing in Kno2 in the Released Grid.
Faxes sent from Aprima are showing in Kno2 in the Draft tab without a "from" number.
Some Aprima user's faxes are showing in Kno2 while others are not.
If you are unsure of the following steps, or do not have access to the options, contact your Aprima Support path for assistance.
Check API Last Login
In Kno2, navigate to Settings > Organization > scroll down to API Settings. Review the Last Login date; this is the last time Aprima made contact with Kno2 to send a fax. If there is no last login date or the date is prior to the last fax created in Aprima, please follow these steps to resolve the issue:
Ensure your Aprima servers IP address(s) are whitelisted in Kno2 API Settings.
Open a ticket with your Aprima Support path for assistance reviewing the outbound fax integration setup.
Check Aprima List Editor
List Editor > Integration > Jobs > Check Fax and Send Fax should be Active.
List Editor > System > Job Schedule should be Active.
List Editor > System > Fax Server should be Active.
List Editor > System > User > Add Kno2 Fax number for each user.
Verify the fax server has been turned on.