What to Check When Faxes Aren’t Being Received
If your customer can send faxes from their fax machine but complain they can’t receive faxes there are several things you can check to determine the cause. First, when a fax comes in does the user hear the fax machine ringing? If so does the fax machine pick up the call? You, or they, might report hearing the familiar fax handshaking tones. If they do not hear it ringing or they don’t hear the fax tones then it could be an issue with the settings of the fax machine. You can ask your customer to check, or if you are onsite you can check, the following troubleshooting points:
There are also physical things to check such as:
When calling us it’s a good idea to get the brand and model of the fax machine. Because there is a known issue with the Xerox 5000 and 7000 series WorkCentres. We have an ATA firmware patch for these Xerox models and can apply it remotely. Other Xerox WorkCentre models are not affected. No other brand or model of fax machine has this receive issue.
By the way, while troubleshooting this problem you can set the user to receive faxes via email. You would do this by changing the user’s account setting to “Deliver Fax to Email” or “Both” in the portal. You should add an email address too. This will allow new inbound faxes to be delivered to the user’s email box.
What to Check When Faxes Aren’t Sending