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This topic describes how to troubleshoot a fault that occurs when sending or receiving faxes.
Symptom
The faults are as follows:
ϒ⁄The network is abnormal.
ϒ⁄No fax can be received.
ϒ⁄Faxes can be sent successfully only on some fax machines.
ϒ⁄Faxes can sometimes be sent successfully.
Possible Causes
The possible causes are as follows:
ϒ⁄The network quality does not meet the requirement.
ϒ⁄Operations on the fax machine are incorrect or the fax machine is faulty.
ϒ⁄The fax machine is incorrectly set.
ϒ⁄Fax modes of the unified gateway and IAD are different.
ϒ⁄The receiving gain and sending gain are incorrectly set.
ϒ⁄Some fax machines are incompatible with gateway devices.
ϒ⁄The clock source has not been configured.
Procedure
1.See Network Analysis to check whether the network is normal.
ϒ⁄If no, verify that the network cables are connected properly.
ϒ⁄If yes, go to the next step.
2.Verify that operations on the fax machine are correct. For detail, see router-related document to operate it.
ϒ⁄Before sending a fax, verify that papers are properly placed to the paper tray, and the fax machine is ready.
ϒ⁄When sending a fax, press the start button only after hearing the fax confirm tone sent by the other party.
ϒ⁄Check whether the memory of the fax machine is used up. If the memory is used up, clear the memory.
ϒ⁄Check whether papers are placed to paper trays of both sender and recipient fax machines. If there are papers on both fax machines, remove the papers from the recipient fax machine.
3.Verify that the fax machines are correctly set. For detail, see router-related document to operate it.
ϒ⁄If no fax can be sent, check whether the pulse dialing mode has been enabled. If this mode has been enabled, change it to the touch-tone dialing mode.
ϒ⁄If no fax can be received, check whether the function of rejecting faxes has been enabled. If this function has been enabled, disable it.
4.Check whether the transparent transmission mode has been enabled for the unified gateway and IAD.
5.See E1/T1 Trunk Exception whether the clock source is configured.
6.If the fault still persists, collect detailed fault information and related logs by referring to Collecting and Reporting Fault Information and send them to the service provider.
Parent Topic: Fax service fault