Description:
...
This article will outline how to troubleshoot virtual fax and physical fax machines issues.
...
| Info |
|---|
|
| Expand |
|---|
| title | General Troubleshooting Steps |
|---|
| This process is focused on the general steps you will need to take to resolve fax issues before you move on to specific fax style troubleshooting. - Verify if the fax is Virtual or Physical.
- Virtual Fax: This can be found under the Fax option in call flows.
- Virtual Fax: This can be found under devices or call flows by searching for the word fax.
- Figure out is the issue is related to incoming failure or outbound failure.
- Make an outbound call from your cell phone or another phone off the Audian network to the fax line.
- No Fax Tone: This means the faxing service is not working correctly.
- Busy Signal: This means the faxing service is not working correctly.
- Fax Tone: The service is working correctly.
|
|
| Info |
|---|
|
| Expand |
|---|
| title | Virtual E-Fax Troubleshooting Steps |
|---|
| This process is focused on troubleshooting virtual fax issues. - Make an outbound call from your cell phone or another phone off the Audian network to the fax line.
- No Fax Tone: This means the faxing service is not working correctly on the Audian network.
- Busy Signal: This means the faxing service is not working correctly on the Audian network.
- Fax Tone: The service is working correctly.
- If the issue is sending out faxes verify the following.
- Verify their email domain is authorized to send faxes. This can be verified in the Audian portal.
- Have the customer attempt to send Audian a test fax.
- Fax Number: (GET THIS INFO)8447377375
- Send a test fax to the customer.
- INSERT INSTRUCTIONS
- Gather Review the fax logs in the Fax Manager app.
If the user cannot receive faxes verify the following.- Verify if the faxes are going to the spam folder.
- If they are not in the spam folder but the Fax Manager says they were sent out then have their IT white list @audian.com
If after this please escalate the issue. | | Expand |
|---|
| title | Fax Manager Error List |
|---|
| This list is a collection or errors that can be found in the Fax Manager Tool in the portal. | Error | Description | Resolution |
|---|
user name@domain.com does not exist in account account #, trying by rules. No mathing rules in account # for name@domain.com. | This error shows the email address that attempted to send out a fax and failed. The email address that attempted to fax out is not listed under the fax box in the portal. | The email address that attempted to fax out is not listed under the fax box in the portal. - Find the faxbox under call flows.
- Add the @domain to the SMTP permission list.
|
|
|
|
|
|
|
...