How To - Troubleshoot Fax Issues

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.

1. Verify if the fax is Virtual or Physical.
   1. Virtual Fax: This can be found under the Fax option in call flows.
   2. Virtual Fax: This can be found under devices or call flows by searching for the word fax.
2. Figure out is the issue is related to incoming failure or outbound failure.
3. Make an outbound call from your cell phone or another phone off the Audian network to the fax line.
   1. No Fax Tone: This means the faxing service is not working correctly.
   2. Busy Signal: This means the faxing service is not working correctly.
   3. Fax Tone: The service is working correctly.

This process is focused on troubleshooting virtual fax issues.

1. Make an outbound call from your cell phone or another phone off the Audian network to the fax line.
   1. No Fax Tone: This means the faxing service is not working correctly on the Audian network.
   2. Busy Signal: This means the faxing service is not working correctly on the Audian network.
   3. Fax Tone: The service is working correctly.
2. If the issue is sending out faxes verify the following.
   1. Verify their email domain is authorized to send faxes. This can be verified in the Audian portal.
   2. Have the customer attempt to send Audian a test fax.
      1. Fax Number: (GET THIS INFO)
   3. Send a test fax to the customer.
      1. INSERT INSTRUCTIONS
   4. Gather the fax logs.
3. If the user cannot receive faxes verify the following.
   1. Verify if the faxes are going to the spam folder.