Fax Troubleshooting

Fax failures are caused by various reasons. The following are the most common things you need to consider to avoid sending or receiving fax errors.

Guidelines to help avoid common errors

If you are trying to send faxes through email, make sure that you have
added the recipient’s email address as a trusted address
. You can only send faxes to your trusted addresses.
Ensure that the file size of the document that you want to fax is
less than 20 MB
.
Ensure that you send the fax to <faxnumber
>@fax.telus.com
Ensure that you are
connected to the internet
. Business Connect uses the internet to send data.
Ensure that the
document is not corrupt
. Try attaching another file and then sending it.
Ensure that the document is in a supported format —
.pdf
or
.tiff
Ensure that the
firewall is on
and both the sender and the receiver's end are configured to send/recieve faxes.
Ensure that you have
calling credits
on your account.

Avoid using
DSL phone filters
and
phone splitters
. Either item may interfere with the ability of the fax machine to answer or receive a fax.
Use a
dedicated fax phone line
to ensure that the receiving fax machine is always available.
Do not share this line with additional phones
. Some answering machines and caller ID devices can cause disruptions. The less equipment attached to a line, the better.
Use only a VoIP line that
supports fax protocol (T.38 protocol)
.
Use a
short phone line cord
to minimize the chance of signal loss.

If you're still experiencing problems with sending or receiving faxes after completing the tips above, contact us
 for further assistance.

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