Sending faxes using Online Faxing not working

[Peggy77]

I enabled Online Faxing on my line for testing. I am able to receive faxes, but sending faxes is not working. I receive the error 'Sent fax failed'. No explanation. The sent faxes appear in my drafts folder. I checked the logs in Phone System Management and there is no evidence of a fax that was sent and failed. I also checked my personal profile fax settings and nothing is there. Is there somewhere I can look to see why the fax failed so I can troubleshoot?

[Eliot]

hi @Peggy77 

I have been able to send faxs.

I believe that fax errors are detailed in the fax logs when you click “Path”.  This is what I saw on a received fax error.

You may consider checking to see that the number you are using to send faxs is enabled.

Viewing Online Fax logs

Online fax: Fast and secure document sending | Zoom

Using Online Fax

Enabling or disabling Online Fax

Zoom Phone Online Fax

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[Peggy77]

Hi Eliot,

Thank you for your response. There is nothing in my sent folder. When the fax fails, it goes to my drafts folder. The Path only appears for my received faxes. I am sending it to an actual fax machine.

[Eliot]

hi @Peggy77 

i can send and receive one page black and white pdf faxes with zoom fax to and from hp test fax 858-427-3412.  it works with my main company number and my direct number.

i can also send and receive test faxes to and from my hp officelet pro 8720 connected to an analog telephone line.

what make and model fax machine are you using for testing?

thanks,  eliot

[Peggy77]

I'm sending to a Canon Image Runner Advance C55401 connected to an analog telephone line.

[Eliot]

hi @Peggy77 

try sending a zoom fax to your cell phone.  when i send a zoom fax to my cell phone, my cell phone rings and i hear fax tones.  zoom phone makes multiple calls to try to send the fax. 

if you do not receive the zoom fax call(s), this may indicate that zoom fax is not completely set up.  please double check that you have followed zoom support article Enabling or disabling Online Fax.

if still an issue, i suggest that you open a support ticket.

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[Peggy77]

I received the call on my cell phone. I still cannot send to the Canon fax machine.

[Eliot]

hi @Peggy77 

what happens when you call canon fax machine number that you are trying with zoom fax from your cell phone?  you should hear the canon fax sending tones.

please see Canon Image Runner Advance C55401 Fax Sending and Receiving Log

do you see the zoom fax call and your cell phone call?  please check for any error messages.

is your canon fax machine configured to wait for a certain amount of rings before answering?

thanks,  eliot

[Peggy77]

I hear the fax tones when sending from my cell phone to the Canon. When I try sending from the Canon to my Zoom online fax, it fails with the error NG, no connection or line is busy.

I will enter a ticket. Thank you for your assistance.

[thomas-brown]

That’s frustrating—especially with no error details in the logs. Have you checked the recipient’s fax number formatting? Sometimes small typos or missing country codes cause silent failures. Also, if your service has a ‘test fax’ option, try sending to that first. If it’s still not working, your provider’s support team might have backend logs with more clues.

[Peggy77]

Turns out that onlline faxing does not support audio codes.

[chooiht]

Hi,
Can mind to share why the online faxing not support audio codes? i having the same issue as you mentioned when trying to send the fax out.

[Peggy77]

Hi!

No reason was given. If you are sending faxes internally to a fax using audio codes it will not work. If you're sending externally, you will be fine.

[Eliot]

hi @chooiht 

Zoom Fax only supports sending pdf files and can receive faxes.

please see these support articles for details.

Using Online Fax

Enabling or disabling Online Fax

Managing fax cover templates

Release notes for Zoom Phone

Are you trying to send a fax from some type of audiocodes device or receive a Zoom Fax on some type of audiocodes device?  please let us know what audiocodes device model, version, firmware and software you are using.

thanks,  eliot

[chooiht]

@Eliot 

Good Day,

I am conduction the test for zoom fax actually since it was announce to support BYOC. Let me explain what i have tried and done so you can advise me. I have 2 scenario setup  for now where

1. BYOC number from Malaysia Setup
PSTN --> Malaysia SBC(Audiocodes M1K)--> Singapore SBC (Audiocodes M800)-->Zoom. Both Audiocodes at latest firmware 7.XX

In this setup, we cannot get the Zoom Fax works. Zoom Fax apps just simply say "please assign a direct number". 

2.PEX Exchange
I also have an PEX setup where i have 2 Singapore number and we can fax each other via Zoom Fax using this 2 number. However when i tried to fax via physical machine, it just ring the phone and if we answer it, it will be a fax tones and i cannot send the fax to physical machine as well.

Thanks for reading.

[Eliot]

hi @chooiht 

i do not have experience with BYOC, but maybe another Zoom Community will have that expertise and can assist.

In case 1, you need to assign a direct Zoom Phone telephone number to the person using Zoom Fax.  In the screen where you set up a fax, this telephone number needs to be selected in the From field.

In case 2, what is the make, model, firmware and software of your physical fax machine?  What are the fax settings such as auto answer, error correction mode, rings to answer, and speed (33,600, 14,400 or 9600 bps)?  Is the issue that when you try to use your physical fax machine to receive a fax from Zoom Fax, the fax does not go through?  Can your physical fax machine fax to your Zoom Fax?  Zoom Fax works for me sending and receiving Zoom Faxes.  My fax machine is hp office pro 8720, with auto answer on, speed 33,600, 2 rings to answer, and error correction mode on.

Thanks,  eliot

[chooiht]

@Eliot 
Hi,

For the case 1, i have direct assign both MY and SG number and only my SG number (PEX) is available. I am also scheduling with my SBC engineer to check on it later.

For case 2, i need to check with my friend as fax machine is a rare thing in our country nowadays, Mostly only Legal and Gov are using it. However, when using Zoom Fax to send, it immediate goes to draft and failed to send. 
When using the fax machine, it will only ring the zoom phone, anyway we can set zoom phone to auto answer fax?

Thanks, Chooi

[Eliot]

hi @chooiht 

many years ago, our data center in new york city lost connection to the pstn because of Super Storm Sandy flooding of verizon's Water Street central office.  we switched from PRI to SIP and used audiocodes sbc.  we needed to make a few adjustments to the physical fax machines including reducing the speed to 9600 and disabling error correction. you may also need to enable on your sbc fax transport mode for bypass using G711 codec.  faxing will not work if you use a compressed codec like G729.  your audiocodes engineer should check these and perhaps other settings.

Zoom Fax does auto answer fax.

thanks,  eliot

[chooiht]

Hi Eliot,

Sure let me check with engineer on the SBC. 

May i know zoom fax auto answer at client app need any settings?

Thank You,

Regards,

Chooi

[Eliot]

hi @chooiht 

zoom fax auto answer is standard.  i do not know any separate control.

thanks, eliot