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Description:

This article will outline how to troubleshoot virtual fax and physical fax machines issues.

Step By Step:

 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.

  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.
 E-Fax Troubleshooting Steps

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: 8447377375
    3. Send a test fax to the customer.
    4. Review the fax logs in the Fax Manager app. 
  3. If the user cannot receive faxes verify the following.
    1. Verify if the faxes are going to the spam folder.
      1. 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
  4. If after this please escalate the issue.

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

ErrorDescriptionResolution

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.

  1. Find the faxbox under call flows.
  2. Add the @domain to the SMTP permission list.



 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
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