How To - Troubleshoot Fax Issues

Owned by David Klein
Last updated: Jun 08, 2021 by Eric Ronhovde

Description:

This article will show you how to do the following.

  • Troubleshoot virtual fax and physical fax machines issues

Step By Step:

 General Troubleshooting Steps

Description: This process is focused on the general steps you will need to take to resolve fax issues before you move on to specific troubleshooting.

  1. Verify if the fax is Virtual or Physical.
    1. Virtual Fax: The user sends and receives faxes through email.
    2. Physical Fax: The user sends and receives faxes from a physical fax machine.
  2. Verify if the user is having issues sending or receiving faxes.
  3. Verify if the fax number is sending fax tones by calling the line with your cell phone.
    1. No Fax Tone: This means the faxing service is not working correctly.
    2. Busy Signal: This means the line is stuck on the hook.
    3. Fax Tone: The service is working correctly.
 eFax Troubleshooting Steps

Description: This process is focused on troubleshooting virtual fax issues.

  1. If the user is not able to send faxes then verify the following.
    1. Check if the email domain is authorized to send faxes and can be located in the fax section of the Audian portal.
    2. Have the customer send Audian a test fax.
      • Fax Number: 8447377375
    3. Send a test fax to the customer.
    4. Review the fax logs in the Fax Manager app. 
  2. If the user is not able to receive faxes then verify the following.
    1. Verify if the faxes are going to the spam folder.
      • If the faxes are not in the spam folder but the Fax Manager says they were sent out then have their IT white list @audian.com
  3. If after this escalate the issue to tier II.

This list is a collection of errors that can be found in the Fax Manager Tool in the portal.

ErrorDescriptionResolution

user name@domain.com does not exist in 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.

  1. Find the faxbox under call flows.
  2. Add the @domain to the SMTP permission list.
 eFax - No Send Receipt or Failure to Send message

Occasionally eFax will get stuck sending and not deliver a Success or Failed message.

  1. First look for call logs from the time that customer sent the fax.
  2. Check Faxbox and Debug apps for any logs to indicate fax.
  3. Report to Dev team to access Kazoo to resolve per Dev article.
 Codec Troubleshooting Steps
  1. Called the fax line to verify it is working
  2. Send a test fax.
  3. Check the call examples.

    1. Verify the invite is not attempting to send via T38 codec


      v=0
o=FreeSWITCH 1467190937 1467190939 IN IP4 54.148.57.6
s=FreeSWITCH
c=IN IP4 54.148.57.6
t=0 0
m=image 27412 udptl t38
a=T38FaxVersion:0
a=T38MaxBitRate:14400
a=T38FaxFillBitRemoval
a=T38FaxRateManagement:transferredTCF
a=T38FaxMaxBuffer:2000
a=T38FaxMaxDatagram:400
a=T38FaxUdpEC:t38UDPRedundancy