Troubleshooting- HTTPS Fax
Table of Contents
Prerequisites Steps Before You Resend What to Provide to Support Error Message ExplanationPrerequisites
- If a client is using a physical fax machine with an Analog Telephone Adapter (ATA), a new number or an existing number will need to be ported to the HTTPS Fax service and will require a user for the number and ATA.
If a fax you sent through your HTTPS Fax account does not go through, you will receive an error notification by email or in your fax activity log. This guide explains what each error means and what steps to take.
Steps
- Locate the error message in your fax activity or notification
- Identify the error type
- Follow the recommended action based on the error category
Before You Resend
Run through this quick checklist before looking up your error message:
- Confirm the fax number is correct including the area code
- Confirm the destination fax machine is on, has paper loaded, and is set to receive
- Try calling the destination number from a regular phone to confirm it is active and returns a fax tone
- Confirm your file is in a supported format (PDF, TIF, and standard document formats are accepted)
What to Provide to Support
- The destination fax number
- The exact error message from the fax activity or notification email
- The date and time of the failed attempt
- Whether the issue affects all destinations or only a specific number
- Whether inbound faxes are working normally.
Error Message Explanation
Errors typically fall into three categories:
- Number / destination issues
- Temporary network issues
- System or compatibility issues