This article outlines the statuses and messages a user may see when reviewing fax transmissions in the Fax Manager. Understanding what the statuses and messages mean allows the user to see success versus failure and what might be causing failures.
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Fax Manager
The Fax Manager provides details for the success or failure of a fax in the Status and Message columns. The Status column provides the overall status of the fax. The Message column provides additional detail regarding failures. Reference the table below to understand what a message means and determine troubleshooting steps.
Status
| Status | Final or Temporary | Explanation |
|---|---|---|
| Sent | Final | Will always show OK in the message column to indicate successful transmission. |
| Failed | Final | Indicates transmission was not successful. See message column for detail. |
| Queued | Temporary | Indicates the fax transmission has been initiated. Queued should progress to pending within 2-5 minutes. If a transmission does not progress to pending, contact support. |
| Pending | Temporary | Fax transmission has been received by the outbound fax service awaiting response from receiving fax service. Fax transmissions may remain in a pending status for an extended period of time when the queue is busy and/or the outbound service is attempting to resend a transmission that initially failed. Pending status will progress to either sent or failed. |
Common Messages
| Message | Explanation |
|---|---|
| OK | Fax was successful |
| Invalid Fax Number | Check the amount of digits and country code of the fax number. |
| Blocked Number | Dial the recipient number; if a faxtone is received, reach out to support. |
| Fax Number Busy | Dial the recipient number; if a faxtone is received, attempt to resend. If fails repeatedly with Fax Number Busy, contact recipient to validate fax number. |
| No Pick Up | Recipient is not accepting simultaneous calls or is blocking our caller ID; contact recipient. |
| Failed to detect fax device. Typically this is a voice line, not a fax line | Dial the recipient number; if a faxtone is received, contact recipient. |
| Receiving machine disconnected before finishing fax call. Pages may not have completed at receiving side. | Dial the recipient number; if a faxtone is received, attempt to resend. |
| Other error detected | Reach out to support for troubleshooting. |
Uncommon Messages
| Message | Explanation |
|---|---|
| Document render failed | Verify that the file is a supported file type, and reach out to support for troubleshooting. |
| Cover page render failure | Ensure the remarks field only has valid data |
| Fax Training Failed | Recipient has an invalid baud rate or ECM enabled; contact recipient and support. |
If your issue isn't reflected here, or is in the "Uncommon Issues" table, please contact EncaptureMD Support.