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ed-rivenbark avatar image
ed-rivenbark asked ·

Faxes failing

Our business keeps getting failures when sending out faxes.  Sending PDF files sometimes results in them taking HOURS (8 or more) to send out.  This is unacceptable to our business and we are tired of calling support only to reach someone in a third world country who cannot even understand what we are trying to tell them.

The error we are receiving is this:  Your fax included the following file(s). Please check the file(s) that could not be rendered for errors or refer to our website for supported file types.

We know PDF is a supported file type, we send them all the time.  We primarily use email to send faxes, but occasionally will send them with the online portal.  Same results with both.

This needs to be fixed or we are switching providers.  Any US based support numbers available?
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mike avatar image
mike answered ·
Hello Ed,  

This page discusses the most common reasons for fax failures.  Take a look at it and if you can't identify the problem, then feel free to reply back. 

Fax Troubleshooting Checklist
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ed-rivenbark answered ·
Does not answer any of my questions.  I am a network engineer and I am employed by a health care clinic, of course I am aware of this FAQ and have already gone through the checklist.  We need a system engineer to look at why RC Fax has been failing way to often.  Is there a phone number for U.S. BASED SUPPORT FOR TIER 3 OR HIGHER?
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Ed, use the following link to open a support  case, then reply back here with the case number and we'll get someone here to take a look at it for you.  Open a Case

Please include a few samples, times, dates, number you are faxing from, number you are faxing to, etc. Also let us know what type of fax machine the recipient has if you have access to that info. 
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Followed the link, it sends me to the support center knowledge base.  There is a "contact support" option, but it just displays the third world support number.  I've gone this route before with very negative results.  I will not contact them again.  I need a U.S. based number to call please.

Here is the failure log.  All of these faxes while being 100+ pages are within the "20" megabyte limit set by AT&T.  Please don't tell me to split up our files either.  As these are under the limit, your service should work as advertised and send them without issue.

Some of these faxes are being sent the night before only to fail 18+ hours later.  Unacceptable.  The first one that shows it failed at 8:20 am was sent the night before at 5:24 PM.

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U.S. Support only handles 20+DL's.

This image only shows failure to 1 number (that could be failing on their end). Can you test sending it to another number.  Send test fax to: 720-536-0742.  I set this conversation to private...can you please provide me with your number for testing purposes? 
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Our fax number here is 509-497-2144 ext 101.  I will attempt to send a test fax, but as these are patient records and HIPAA protected, I will have to locate something I can send that is a comparable size.

And if our business isn't important enough to get U.S. based support, maybe we aren't important enough to be AT&T's customer.
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Here is a bunch to that same number that all went through successfully...


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