Fax Receipt Error

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Getting a lot of contacts that last about 45 seconds but end up with no fax received and the status is "

Fax Receipt Error"

I am having this issue from one customer using a digital fax solution in their environment to send faxes from a large number of MFDs.

I saw the settings for making an analog fax machine talk to yours, but shouldn't you be able to handshake with the customer's digital system?

I was able to receive a fax just fine from an analog fax whose settings I don't know.

t.
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Olson

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Posted 4 years ago

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Mike, Official Rep

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Hi Olson

In most cases there's not a problem receiving faxes from another digital fax solution. However this one might be tricky to figure out.  You stated "they are "using a digital fax solution in their environment to send faxes from a large number of MFDs. "    

Can you provide  more details?  It sounds like there are multiple sending devices. Do you know how many and what exactly they are?  Do some come through, and others fail? Do some devices work and others not? 

Mike
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Olson

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Thanks Mike,

I'm sorry I didn't see this earlier. Ring Central sends me so many e-mails that I must have missed yours in the flurry.

For curiosity, though, I'd like to understand what happened even though my project is over. I'm sure I'll be testing again and I'd like to know if I need to find another service.

My customer is a medium sized city with a Cisco Call Manager system.

They have deployed the Cleo Streem fax server solution in their environment. Essentially, they have a server that supports the faxing infrastructure in the environment instead of having to have dedicated lines to fax machines. It's scalable and offers a lot of different features.

Streem allows for faxing from e-mail, a desktop application and, in the case I was trying to test, from integrated business class multi-function devices (Think BIG copy/print/scan/fax devices like in your mail room).

When the technicians attempted to send a fax, it passed through the Cleo server just fine, but when it dialed in to my RingCentral fax number, it would attempt handshake and time out after 48-50 seconds.


Fax Receipt Error
An incoming fax could not be received because a proper connection with the sender's fax machine could not be established.

I tried receiving from other folks and the faxes came in just fine, however I am either getting a lot of robocalls over the last month or there really is something wrong with my line, as I have a lot more of these errors (but not from my customer's number).


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Mike, Official Rep

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We would need to investigate this to see if we can uncover an issue. If you can provide call/fax samples when this happens. Please open a support case and include the numbers they are faxing from, faxing to, and times and dates.  

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Danielle Fernandez

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This reply was created from a merged topic originally titled Fax Receipt Error.

I have a customer that is trying to fax to me and they are unable to do so.  They have Time
Warner Business services and they are using HP 8600 all in one.  They
changed the settings on their fax machine and still are not able to fax
to me  (Baud rate and ECM shut off).  I spoke with support for a couple of hours and they were not able to assist, they said they have never
heard of this.  What the heck.  I need them to be able to fax to me.

My customer calls from their phone and doesn't get a fax sound, all they hear are a couple of tones and then it disconnects.  If they use their private cell phones to call the line, they hear the fax tones.  Does anyone know what it going on here?  Can this be fixed?
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Kim, Alum

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When your customer's call your RingCentral line they will not hear a fax tone, because our system will recognize the call as a VOICE call, not a FAX, and process it as a VOICE call.
(Edited)
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Danielle Fernandez

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I can call the fax line, they can call the fax both with our cell phones and the fax picks up. When I send a fax it goes through, but when they send a fax it does not. The have Time Warner business phone services and I currently have ATT UVerse. I don't understand what the difference is and why they can't send a fax. They made all the changes as outlined, changing the baud rate and turning off ECM. There machine does not have an overseas option. Is there anything else they can do? Why wouldn't RC work with all service providers?
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Kim, Alum

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Danielle - it's not a matter of RingCentral not "working with all service providers". It's that some physical fax machines are unable (incapable) of send a VoIP fax. 

I just sent you 2 faxes from our POTS line here (our physical fax machine) and both were received on your end without error. I then sent a VoIP Fax to you from my Desktop App and that was also received.  The issue isn't with your number or with RingCentral...it's with that fax machine.  

I know it can be frustrating. If you'd like further assistance, you are more than welcome to open a support case.
(Edited)
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Kim, Alum

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Official Response
Not all fax machines are capable for faxing to a VOIP service such asRingCental. They can check for the following settings on their physical fax machines which will increase the success rate of faxing over VOIP.

  • Baud Rate of 9600 or lower  --> Dropping it down to 7400 is best
  • ECM (Error Correction Management) off
  • Enable VOIP mode if available
  • Enable Overseas mode if available

If the fax still doesn't come through, see if they have access to another fax line to send it from. 
(Edited)