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