08/16/17 01:14 AM  

Fax Troubleshooting Checklist and Frequently Asked Questions

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SummaryWhat should I do when I encounter general fax failures?
Details

Limitations of Fax over VoIP
For sending an occasional fax, many business customers find Fax-over-Internet services to be cost-effective and adequate for their needs. However, faxing over the internet has known limitations. RingCentral uses the T.38 standard for faxing and adheres to the FCC guidelines regarding its use. This standard is interpreted differently by the various carriers and service providers on the public telephone and internet networks. Given this, the T.38 standard cannot be guaranteed on all end to end connections. As with any new service, it is best to test speed, quality, and reliability in advance of adoption.
 
If your business is heavily dependent on regularly faxing large, multi-page documents, we recommend that you maintain an analog landline and a traditional fax machine for reliable and consistent performance.

Listed below are basic troubleshooting steps for common topics and fax failures that you may encounter. If you are unable to find resolution to the issues listed below, please Contact RingCentral Support for assistance. 

Incoming Faxes
Issues with Viewing Faxes via the RingCentral Online Account
Issues with Viewing Faxes via the RingCentral Desktop app
Issues with Viewing Faxes via the RingCentral Mobile app
Issues with Receiving Faxes via an Analog Telephone Adapter (ATA)
Unable to Receive Incoming Fax Notification Emails
Partially Received Faxes
 
Outgoing Faxes
Issues with Sending a Fax via the RingCentral Online account
Issues with Sending a Fax via Email (Email-to-Fax)
Issues with Sending a Fax via the RingCentral Desktop app
Scan to Fax 
Print to Fax (RingCentral Internet Fax driver)
Issues with Sending a Fax via the RingCentral Mobile app
Issues with Sending a Fax via an Analog Telephone Adapter (ATA)
Issues with Sending a Fax via FaxOut API
Unable to Receive Fax Transmission Result Notification Emails

Frequently Asked Questions
RingCentral Fax Frequently Asked Questions
_________________________________________________________________________________________________
 

Issues with Viewing Faxes via the RingCentral Online Account 

Please Contact RingCentral Support for assistance.
 

Issues with Viewing Faxes via the RingCentral Desktop app

1. Unable to open faxes on Desktop App 

You may get an error message that says "No default application to open file". To resolve this issue, you will need to set a default application for opening PDF and TIFF files on your computer. For more information, go to Setting the Default Application for Viewing Faxes via RingCentral for Windows.

2. RingCentral Desktop app on Offline mode

You may get a message on your RingCentral Desktop app that says "Application functionality is currently limited. You are only able to make and receive calls. The application will be fully operational momentarily."

The Desktop app's status also shows as Offline. This happens when there is a large amount of data (messages) that needs to be synced from your RingCentral Online account.

To resolve this, follow the steps below:

Step 1: 

Make sure to update to the latest version of the RingCentral Desktop app. For more information, go to Updating the version of RingCentral Desktop App

Step 2: 

As a workaround, you can delete older recordings or messages from the extension via your RingCentral Online account, or try waiting until message downloading is finished. 
 
NOTE: If the above steps failed to resolve your issue, please Contact RingCentral Support for assistance. 
 

Issues with Viewing Faxes via the RingCentral Mobile app

1. Unable to open faxes on Mobile App

To view a fax message using your RingCentral Mobile app, you must first download the fax message to your device. After downloading, you can open and view the fax message through an application that can open PDF and TIFF files.

For steps in viewing your fax messages, go to Viewing Messages from Your RingCentral Mobile App. For further assistance, please Contact RingCentral Support
 

Issues with Receiving Faxes via an Analog Telephone Adapter (ATA)

You may experience issues on a fax machine that is connected to an Analog Telephone Adapter (ATA), wherein no fax are being printed. Possible causes of issues with this kind of set up are incorrect configuration on the ATA or the User extension where the ATA is assigned to, or that the Analog Telephone Adapter (ATA) is Offline.

Step 1: 

Reboot your Fax machine and Analog Telephone Adapter (ATA).

Step 2: 

Ensure that the cables are properly connected. For more information on how to properly connect the Analog Telephone Adapter, go to Connecting your RingCentral Desk Phone to your Network.

Step 3: 

Ensure that the ATA is configured correctly, follow the steps in Setting up an Analog Telephone Adapter (ATA) for Sending and Receiving Faxes.

Step 4: 

If the above steps failed to resolve your issue, please Contact RingCentral Support for assistance. 
 

Unable to Receive Incoming Fax Notification Emails

You can set choose to get your fax messages in PDF format to be included as an attachment via a Fax Notification email from RingCentral. If you have already set your email address to get notifications from RingCentral, but are not receiving the Fax Notifications, follow the steps below: 

Step 1: 

Check your email account's Junk or Spam folder. If you are able to find RingCentral's Notification email in your email's Spam or Junk folder, please mark it as Not Spam. A permanent solution is to add the following RingCentral's email addresses to your email account/server's Whitelist or Trusted list:
• service@ringcentral.com
• notify@ringcentral.com
 

Step 2: 

Ensure that your extension's Notification settings is configured correctly. For information on how to set a User's Incoming Fax Notifications, go to Editing a User's Messages & Notifications Settings through the RingCentral Online account.

IMPORTANT: For US customers, voice and fax messages will not be attached in the email notification if the HIPAA Conduit setting is enabled on your account.

NOTE:
 If the above steps failed to resolve your issue, please Contact RingCentral Support for assistance. 
 

Partially Received Faxes

In some instances, you might receive partial faxes (incomplete pages, pages are cut off). Faxing has known limitations when implemented as a Fax-over-IP service. These limitations are technology-based and industry-wide. Several VoIP companies, including RingCentral, use the T.38 standard for sending faxes over the Internet. Although the standard promises better reliability, that standard is still open to interpretation by various providers and cannot be maintained on an end-to-end basis.

To help RingCentral Support isolate where the issue is coming from, follow the steps below:

Step 1: 

Check your Received Fax History via the Call Log section on your RingCentral Online account to determine if the partial faxes are being received from a single number only. To learn how to filter your Call Logs, go to Call Log Overview.

Step 2:

If you have access to the sending machine (the machine from where you received the partial fax), lower the baud rate to 9600 and turn of Error Correction Mode and/or Overseas Mode. (Steps depends on Fax Machine model)

Step 3:

If the faxes are being forwarded to your RingCentral Fax Number from a different carrier, have the sender send a fax message directly to your RingCentral Fax Number. 

Step 4: 

If issue is happening on multiple sending numbers, gather samples that is from within the last 24 hours for possible carrier escalation. Please Contact RingCentral Support for assistance. 
 

Outgoing Faxes 

Issues with Sending a Fax via the RingCentral Online account

1. File Attachment Issues

To prevent fax attachment issues, ensure that the following are met: 
• Ensure that the attached files are supported. The file name of attached files should not include ampersands (e.g. &) or other special characters. For more information, go to Supported File Attachments for Faxes.
• Ensure that the attachment does not exceed 200 pages.
• Ensure that the combined size of all attachments do not exceed 20 MB.

2. Unable to Connect to Dropbox, Box and/or Google Drive

Fax out from the RingCentral Online account allows Users to send faxes with attachments that are stored in cloud storage such as Google Drive.

If you are experiencing issues connecting to Dropbox, Box or Google Drive from your RingCentral Online account, please Contact RingCentral Support for assistance. 
 

Unable to Send Faxes via Email (Email-to-Fax)

RingCentral's Email-to-Fax feature allows Users to send a fax message using their email accounts. To make this feature work, the User's email address must be added to that User's RingCentral account. For more information, go to Sending Fax Messages Using Email.

If you are unable to send faxes via email, make sure that the following settings are met:

Step 1:

Ensure that the Email address used to send a fax message is set on the User's Details. For more information, go to Updating the User Information and Details on your RingCentral Online account.

Step 2: 

Ensure that the Email address is added to the User's Trusted Email Addresses List for sending faxes. For more information, go to Adding a Trusted Email Address to Send Faxes.

Step 3: 

Ensure that the combined size of all attached files do not exceed 20MB. Each attachment should not exceed 200 pages.

Step 4: 

Ensure that the attached files are supported. The file name of attached files should not include ampersands (e.g. &) or other special characters. For more information, go to Supported File Attachments for Faxes.

Step 5: 

Ensure that the email body is empty. Remove signatures, images or foot notes. 

Step 6: 

If the above steps failed to resolve the issue, please Contact RingCentral Support for assistance. 
 

Issues with Sending a Fax via the RingCentral Desktop app

1. Network and Firewall 

The most common issue that you may encounter when sending a fax message via the RingCentral Desktop app occurs when there are issues with the Network where the computer is connected to, or the computer where the RingCentral Desktop app is installed. To optimise the performance of your RingCentral Desktop app, make sure to allow RingCentral on your computer and network firewall.

The steps for allowing RingCentral on your network or computer differs depending on the following:
• Your computer's Operating System  
• Type of firewall/software installed on your computer
• Type of firewall, router, or switch installed on your network
 
We suggest to contact your IT Helpdesk to configure your firewall settings.

2. RingCentral Desktop app on Offline mode

You may get a message on your RingCentral Desktop app that says "Application functionality is currently limited. You are only able to make and receive calls. The application will be fully operational momentarily."

The Desktop app's status also shows as Offline. This happens when there is a large amount of data (messages) that needs to be synced from your RingCentral Online account.

To resolve this, follow the steps below:

Step 1: 

Make sure to update to the latest version of the RingCentral Desktop app. For more information, go to Updating the version of RingCentral Desktop App.

Step 2: 

As a workaround, you can delete older recordings or messages from the extension via your RingCentral Online account, or try waiting until message downloading is finished. 

3. File Attachments

To prevent fax attachment issues, ensure that the following are met: 
• Ensure that the attached files are supported. The file name of attached files should not include ampersands (e.g. &) or other special characters. For more information, go to Supported File Attachments for Faxes.
• Ensure that the attachment does not exceed 200 pages.
• Ensure that the combined size of all attachments do not exceed 20 MB
 
NOTE: If the above steps failed to resolve your issue, please Contact RingCentral Support for assistance. 
 

Scan to Fax

The RingCentral Desktop app allows you to attach files to a fax message directly from your scanner or multi-function device via the Scan-to-Fax feature. The RingCentral Desktop app automatically detects any WIA-compliant device connected to the computer. If you encounter issues using this feature, follow the steps below: 

Step 1: 

Reboot your scanner and computer.

Step 2: 

Ensure that the scanner is connected to your computer or network. You may try changing/replacing the cable.

Step 3: 

Ensure that the scanner or multi-function device's driver and software is installed on your computer. For instructions, contact your device's Technical Support. 

Step 4: 

Ensure that your RingCentral Desktop app is updated to the latest version. For more information, go to Updating the version of RingCentral Desktop App.

Step 5: 

Make sure to select the correct scanner on the RingCentral Desktop app's settings. For more information, go to Scan to Fax via the RingCentral Desktop App.

NOTE: If the above steps failed to resolve your issue, please Contact RingCentral Support for assistance. 
 

Print to Fax (RingCentral Internet Fax driver)

When you download and install the RingCentral Desktop app, it automatically installs the RingCentral Internet Fax driver which allows the use of RingCentral's Print-to-Fax option. To learn more about the Print-to-Fax feature, go to Using the RingCentral desktop app's Print-to-Fax Function.

Problem: 

RingCentral Internet Fax is not showing on the list of available Printers when using the Print-to-Fax feature, 

Resolution:

The solution is to install / reinstall the RingCentral Internet Fax driver. Follow the steps below: 

Step 1: 

Launch the RingCentral Desktop app, and then click the Gear icon User-added image to open its settings. 

User-added image

Step 2: 

Click the Messaging tab. Here, you can check if the RingCentral Internet Fax is installed. 

• If installed, click the Reinstall button to repair the installation.

User-added image

• If not installed, click the Install button.

User-added image

NOTE: Installing / reinstalling the RingCentral Internet Fax driver usually resolves the issue. If the above steps failed to resolve your issue, please Contact RingCentral Support for assistance. 
 

Issues with Sending a Fax via the RingCentral Mobile app

When sending a fax message via the RingCentral Mobile app, you have the option to attach User-added image files from the following Sources: Documents, Photos, Dropbox, and Box. You can select Documents as the source to send files such as .pdf, .doc, etc.

Problem: 

Selecting Documents as the Source of Documents to Fax shows a blank screen with a message that says "Documents imported from email or other apps will be stored here. You will be able to use them for faxing.
 
User-added imageUser-added imageUser-added image  

Resolution: 

To view your files in the Documents section of the RingCentral Mobile app, you must first download/save the file, and then open the file via the RingCentral Mobile app. 

When you open a file via the RingCentral Mobile app, you are allowing the app to access the file so you can attach it to your Fax message. The file will stay in the Documents section of the app until removed from the list. 
 
User-added imageUser-added imageUser-added image

If the above steps failed to resolve your issue, please Contact RingCentral Support for assistance. 
 

Issues with Sending a Fax via an Analog Telephone Adapter (ATA)

If you are unable to send faxes using a fax machine connected to an Analog Telephone Adapter (ATA), it is possible that the ATA is Offline, or configured incorrectly. Follow the steps below to ensure that your fax machine and ATA are properly set up.

Step 1: 

Reboot your Fax machine and Analog Telephone Adapter (ATA).

Step 2: 

Ensure that the cables are properly connected. For more information on how to properly connect the Analog Telephone Adapter, go to Connecting your RingCentral Desk Phone to your Network.

Step 3: 

Ensure that the ATA is configured correctly, follow the steps in Setting up an Analog Telephone Adapter (ATA) for Sending and Receiving Faxes.

Step 4: 

If the above steps failed to resolve your issue, please Contact RingCentral Support for assistance. 
 

Issues with Sending a Fax via Fax Out API

Faxes sent via API fail when the API code contains incorrect credentials or incorrect values. To ensure that your API code is correct, you can open the RingCentral Developer Guide for detailed, step-by-step instructions for setting up the Fax API. Look for the Messages section on the Menu, and then click Faxes.
 
You will find useful references and detailed information to help you get started working in the RingCentral Connect Platform and create your own RingCentral powered app on the RingCentral Developers page

You can also check out Send Fax Web API (FaxOut API).
 

Unable to Receive Fax Transmission Result Notification Emails

To receive Fax Transmission Result Notification emails, ensure that your extension's Notification settings is configured correctly. If you have already set your email address to get notifications from RingCentral, but are not receiving the Fax Transmission Results, follow the steps below: 

Step 1: 

Check your email account's Junk or Spam folder. If you are able to find RingCentral's Notification email in your email's Spam or Junk folder, please mark it as Not Spam. A permanent solution is to add the following RingCentral's email addresses to your email account/server's Whitelist or Trusted list:
• service@ringcentral.com
• notify@ringcentral.com
 

Step 2: 

Ensure that your extension's Notification settings is configured correctly. For information on how to set a User's Incoming Fax Notifications, go to Editing a User's Messages & Notifications Settings through the RingCentral Online account.

IMPORTANT: For US customers, voice and fax messages will not be attached in the email notification if the HIPAA Conduit setting is enabled on your account. 

NOTE:
 If the above steps failed to resolve your issue, please Contact RingCentral Support for assistance. 
 

RingCentral Fax Frequently Asked Questions

GENERAL INFORMATION

1.  How can I send and receive faxes using my RingCentral service?
2.  Is there a dedicated fax number included with my RingCentral service?
3.  Can I get updates and alerts on my mobile phone when fax is received?
4.  How many recipients can I send faxes to?
5.  What are the ways to send faxes?
6.  How secure is the level of encryption used for fax applications?
7.  Can I send faxes to toll free numbers?
8.  What are the Limitations for Sending Faxes?
9.  Can I send fax to international number?
10.  I can no longer receive fax notification email. What should I do?
11.  Is the RingCentral Internet Fax HIPAA compliant?
12.  How can I send faxes using FaxOut without my cover page showing my other company's phone number/caller ID?
13.  How to send a custom cover page when sending a fax via e-mail?
14.  How long do faxes take to transmit?
15.  Where can I view my received faxes?
 

ADVANCED SETTINGS

_________________________________________________________________________________________________

GENERAL INFORMATION

1.  How can I send and receive faxes using my RingCentral service?
You can send and receive faxes using your Email, your fax machine, RingCentral Desktop app (softphone), RingCentral Mobile app, or your RingCentral Online account.

2.  Is there a dedicated fax number included with my RingCentral service?
Every RingCentral number can be used for both fax and phone calls (except the phone numbers in a RingCentral Fax plan which can only be used for faxing). For more information about the RingCentral Plans and Pricing, click on the links below: 

3.  Can I get updates and alerts on my mobile phone when fax is received?
Yes. If you want to be notified when a new fax or voicemail arrives, simply choose how you want to be alerted - via email and/or SMS message alerts on your mobile device or computer. You can use your online RingCentral account to configure your answering and notification options. For more information, go to Editing a User's Messages & Notifications Settings through the RingCentral Online account.

4.  How many recipients can I send faxes to?
You can send faxes to 50 recipients at a time

5.  What are the ways to send faxes?
You can send faxes through the following:
 
6.  How secure is the level of encryption used for fax applications?
RingCentral service is secured via Encrypted Browser Session which is applicable to all Internet browsers. It uses SSL Encryption and requires login credentials to view and send faxes.

7.  Can I send faxes to toll free numbers?
Yes, you can send faxes to toll free numbers from your RingCentral Online Account, Desktop App, Email, Mobile App and traditional fax machines.

8.  What are the Limitations for Sending Faxes?
• Combined size of all attached files: 20MB
• Pages per attachment: 200 pages maximum

9.  Can I send fax to international number?
Yes. Administrators can Enable the International Calling feature to allow Users to call or send faxes to international locations. International rates apply where 1 page is approximately equivalent to 1 minute. For more information, go to Calling or Sending Faxes to International Phone Numbers.

10.  I can no longer receive fax notification emails.  What should I do?
Make sure that the email notification is enabled and the email address where notification should be sent is configured on your RingCentral account. For more information, go to Editing a User's Messages & Notifications Settings through the RingCentral Online account.

11.  Is the RingCentral Internet Fax HIPAA compliant?
Yes. RingCentral offers a HIPAA compliant account option. The best thing to do is contact your account manager to go over the details. HIPAA restrictions do limit some account features so you will want to discuss the details to see if the plan is a good fit for your business. For more information, go to HIPAA Privacy Rule and Overview.

12.  How can I send faxes using FaxOut without my Cover page showing my Company's Phone Number/Caller ID?
To set up your Outbound Fax Information and Caller ID, click on the links below. This will allow you to select your preferred Outbound Fax Caller ID from the list of your RingCentral Company numbers.
 
• When sending faxes via Email or RingCentral Online Account: Setting Up the Outbound Fax Settings on your RingCentral Online Account
• When sending faxes via RingCentral Desktop app: Setting Up your Fax Cover Page on the RingCentral Desktop app

You also have the option to create a Custom Fax Cover Page. This option is only available via the RingCentral Desktop app  and will allow you to enter your desired Outbound Fax Information, Company Logo and Caller ID. 

13.  How to send a custom cover page when sending a fax via e-mail?
If you would like to have a custom cover page, you can set the first page of the document you are sending to serve as a custom cover page. You can also attach a different file to serve as the first page of your fax. 

In doing so, you have to enable Omit cover page when email subject is blank in your RingCentral Online Account's Outbound Fax Settings. Make sure that your email's Subject field is blank or empty for this to work. 

For more information, go to Setting Up the Outbound Fax Settings on your RingCentral Online Account.

14.  How long do faxes take to transmit?
The average time to transmit a fax is about 1 minute per page. Depending on the file size and speed of the receiving fax machine's connection, this process can be longer or shorter. A slower connection means longer transmission times.

15. Where can I view my received faxes?
You can view your received faxes from the inbox section of your RingCentral Online account, RingCentral Desktop app, or RingCentral Mobile app.
You can also send a a copy of the fax message sent as a .pdf file to your email. You can do this by enabling this option on the Advanced Notifications section of your RingCentral Online account. 
 

ADVANCED SETTINGS

1.  How can I send a fax message using my Desktop App?
You can use the Fax icon on the RingCentral for Desktop app to send a fax message. 

2. Can I forward a fax message from my mobile phone?
Yes. The steps may vary though depending on the model of your mobile device. For more information, go to Sending and Forwarding Fax Messages Using the RingCentral Mobile app.

3. Can I block incoming faxes?
Yes. You have the option to block incoming faxes

4. How long are faxes stored on my online account?
For more information, go to Message Storage and Account Data Retention.

5. How do I get a confirmation if my fax was sent successfully?
When you send a fax message, you will normally get an email from RingCentral for the Fax Transmission Results. You will need to set the email address where the notifications will be sent on the Messages & Notifications section of your RingCentral Online account. 

6. Where can I get more information about Fax Advertising?
To get more information, you may visit the Federal Communications Commission site for Fax Advertising or see the FCC's Fax Advertising Guidelines.  For UK subscribers, visit the Marketing and advertising: the law.

7. How can I send to multiple recipients?
You will need to submit a request to enable sending to multiple recipients on your account.  Send your request by filling out the Credit Card Authorization Form (CCAF).

8. Can I resend failed fax messages?
Yes. When the fax failed to send on the 1st attempt, RingCentral will automatically attempt to resend the fax within 5-10 mins after the attempt. This is useful when the Recipient's number is busy.
When the fax still fails to send on the 2nd attempt, RingCentral will resend the fax for the last time and marks it as failed when it still fails on the 3rd attempt. When the fax message failed to send (3rd attempt), it stays in the Outbox folder so you can attempt to resend at a later time.
For more information, go to Checking the Status of a Fax Message

See Also 

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