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UPDOX FAX - Preventing “Your file waiting to be printed was deleted” Error in ECW → Updox Print-to-Fax

Issue

When attempting to Print to Fax (Updox) from inside eClinicalWorks (ECW), users may occasionally see the following error message:

“An error occurred. Your file waiting to be printed was deleted.”

This means Windows cancelled the print job before Updox could convert it into a faxable PDF.

Why This Happens

This error is most commonly triggered by one of the following:

  1. Updox Print-to-Fax driver not fully loaded

  2. ECW or the document preview freezing during PDF generation

  3. User clicking “Print” before the document finishes rendering

  4. Printer spooler service glitching

  5. Multiple ECW windows open, causing conflict

  6. Windows permissions blocking the temporary PDF file

  7. Updox print driver set as “offline” in Devices & Printers

✅ How to Prevent This Error

Share this checklist with staff so they avoid the issue altogether.

1. Always Wait for the Document to Fully Load

Before selecting Print → Updox, make sure:

  • The ECW document preview fully appears

  • No spinning wheel (“loading”) is still on screen

  • All pages display clearly

Printing too early is the #1 cause of this error.

2. Ensure You're Using the Correct Printer

When the print window opens:

Select:

📌 Printer: “Updox Fax” or “Updox Print To Fax”

Do not select Microsoft Print to PDF or any other printer.

3. Avoid Multiple ECW Tabs/Windows

Only keep one ECW chart open at a time when faxing.
Multiple open encounters confuse the print spooler and Updox.

4. Restart the Print Spooler if It Happens More Than Once

If the error appears twice in a row:

On Windows:

  1. Press Start

  2. Type services.msc

  3. Scroll to Print Spooler

  4. Right-click → Restart

This fixes 80% of recurring print-to-fax issues.

5. Close & Reopen ECW Every Morning

ECW memory leaks cause print-to-fax failures when the software has been open all day.

A simple daily restart prevents this.

6. Verify Updox Print Driver Is Online

  1. Go to Control Panel → Devices & Printers

  2. Right-click Updox Fax

  3. Make sure it does NOT say Offline

  4. If offline → Right-click → Use Printer Online

7. Ensure You Are Logged Into Updox

If Updox is logged out, the print job cannot attach to the server.

  • Check the Updox tab in your browser

  • Log back in if needed

📌 If the Error Still Happens

Follow this quick fix:

Step 1 — Close ECW completely

Use X on all windows, not just minimize.

Step 2 — Reopen ECW and log in again

Step 3 — Retry the print

This usually resolves it immediately.

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