Troubleshooting Fax issues
When a fax machine has issues, it will fail on either send or receive or both. This information is critical to service provider.
Fax machine fails intermittently.
It’s almost impossible that a fax fails sometimes. Have you confirmed that several people tried to fax you from different fax numbers and that they failed? One easy test would be to get several clinics to fax you a test page. If its one sender that complains of reaching you, then likely issue is on their end with their machine. If several senders per day have issues with reaching your fax line, then there may be static noise due to bad wiring at your clinic. Before contacting service provider for our site, this should be clarified as charges will apply to us if no issue is found by provider. Very frequently, it’s the sender’s fax machine that is having issues (such as transmit rate being set too high).
Last, you can best identify if issue is with your machine, by testing your fax number with:
1-888-473-2963. Simply send your fax (make sure your fax back number is correct) and it will send you a copy of your fax back to you - testing both sending and receiving.
If sender says they just send you a fax, and you received nothing, perform the above test or ask another clinic to send you a fax. Then advise if you are unable to receive faxes from several different sources.
For sites where fax line is shared with phone number, make sure that you are not using call waiting. Call waiting can cause clicks on the line that interrupt normal service.
Last, if line is busy, then a fax will fail. Sometimes a fax may just fail.
Fax not working.
First verify phone cable is connected to the back of Xerox (LINE).
- Check if you can send and/or receive faxes. You can do this by faxing to another clinic (please note if send works or not). Ask clinic to fax you (please note if receive functions works or not). Please update the ticket.
- Fax Testing service at 1-888-473-2963 HP, please fax to this number. Simply setup your fax (make sure your fax back number is correct, it should be as it is setup on Xerox) and it will send you a copy of your fax back to you - testing both sending and receiving.
Please update the ticket with result (both fail, or send / receive fail. if sending or receiving or both do not work. We can then escalate this to provider.