Common Faxing Issues and How to Resolve Them
This article will help you identify common faxing issues and will share advice on resolution steps.
Issues on the Recipient’s End:
Incorrect Fax Number: Double-check the recipient's fax number to ensure it's correct. A small typo can result in a failed transmission.
Recipient's Fax Machine is Offline or Out of Paper: Verify that the recipient’s machine is operational and ready to receive faxes.
Please make sure to pay attention to the error message texts when the faxes appear undelivered after faxing attempts in the "Sent faxes" tab. Below are some examples of the error messages for the undelivered faxes and what to do to process a fax successfully:Fax number busy
The recipient’s line was in use (sending or receiving) when you tried to fax. Please try again a little later.Fax connect failed / Fax machine not answering / Fax detection failed / Fax training failed
These errors typically indicate that the recipient’s fax machine is currently not working or is turned off. We recommend trying again. If the issue continues, please reach out to the recipient to ensure their machine is working properly.No answer from fax machine / No fax tone detected / Call dropped prematurely / Incompatible destination / Network error / Phone number not operational
These errors indicate that the recipient’s fax machine is currently not working or unreachable. Please try sending the fax again later. If the problem persists, we recommend contacting the recipient to have them check that their fax machine is functioning properly.Fax number has been blocked
This number cannot be used with our system due to the fax provider's restrictions. Please kindly request a different fax number from the recipient.Phone number is not permitted
This number has been flagged and is no longer allowed in our system. Unfortunately, it cannot be used for faxing. Please kindly request a different fax number from the recipient.Potential premium rate number
The recipient's number might be blocked or require payment to receive faxes. Please kindly ask the recipient for a different number, and it will resolve the issue.Phone number is not valid
The entered fax number format is incorrect. Please double-check and re-enter the number properly. For instance, use the format +1 (country code) 123 (area code) 123 4567. Therefore, please make sure to enter the number as +11231234567.General error
This indicates an issue on the fax provider’s side. Please reach out to the support team chat for further investigation.Fax stuck in “In Progress”
If a fax stays in this status for more than 30 minutes to 1 hour, please reach out to the support team chat for resolution.
🔹 Note: This status is not an error on its own, but extended delays may need investigation.
File Name Errors:
Special Characters in File Name with Error Message "Unknown error, please retry": Avoid using special characters (e.g., /, ", ', *, ?, etc.) in the file name. These can cause issues during transmission. Please make sure to check the file name, rename the file, and send the fax again.
File-Specific Issues:
Unsupported File Types: Ensure the file is in a supported format. You may check the supported formats in this FAQ. If the file is not in the needed format, feel free to convert the file format and send the fax again.
Password-Protected Files:
Password-Protected Files: Faxing a password-protected file might cause issues. Remove the password before sending.
Wi-Fi/Network Issues:
Weak or Unstable Wi-Fi: Ensure you're connected to a strong, stable internet connection. Poor connectivity can disrupt the faxing process.
Buffering issues: If you notice that the "Send" button is not responsive or has a spinning icon when clicking, you may try to turn off the Wi-fi and restart the app before sending a fax again.
App-Specific Errors:
App Not Updating Properly: Ensure you’re using the latest version of the app. Updating can fix bugs or compatibility issues. If you are experiencing issues with the app crashing or the app closing as soon as you open it, please update the app from the App Store/Google Play Store.
"Unable to create a new fax. Try again later" Error Message: If you encounter such an error message when sending faxes, reach out to the support team in the chat, and our team will help you resolve this concern.
If you have any further queries or need assistance, feel free to reach out to us. We will be happy to assist.