Email tool to Rightfax fax server error

[Thermanni]

Background:

We have data that we have to fax to renal centers. To do that we created a table of patient information and some additional documents that we want to send to the centers. We then use the email tool to attach the data and documents to an email and then email the fax server. The fax server is then supposed to scan the email and attached documents and fax it to the number we specified. It worked until last month when the email would still fax, but none of the attached documents would scan and fax along with it.

Talking with the Rightfax vendor they're saying the attached files coming into the fax server aren't PDFs and so their application can't scan them, but the original documents are PDF. Also if we use the email tool to email ourselves the documents, all appear as PDFs. Additionally if we forward the email to the fax server the attached documents do scan and send. 

What are some possibilities why this could be happening? 

[Newby]

I wonder if it could be related to the software that creates the  PDF, Kofax Power PDF? Perhaps there was a change in that software in the past month? That might explain why Rightfax is not recognizing them...