Zoom Online Fax not Receiving Faxes

[dmbemtb]

I setup online fax for my user account and fax to my DID from faxpipe. My Zoom phone rings and I get fax tones but I never receive the fax and faxpipe says it fails. I can send outbound faxes from Zoom online fax using my DID but I can’t receive. Any help would be greatly appreciated. 

[novamullerss]

I also face this issue

[Eliot]

hi @novamullerss 

please supply some details including what make and model fax machine you are sending to.  what do the zoom fax logs show and what do the receiving fax machine logs show?

have you tried faxing the hp test number?  what were the results?

thanks,  eliot

[Eliot]

hi @dmbemtb 

Works fine for me sending test faxes between hp office jet pro 8720 connected to analog line.  Also tested with hp test fax service (Send the test fax to 1-888-HPFaxme (1-888-473-2963 U.S.).) 

Community member noted that she could not receive faxes to large dedicated fax machine.

Please check your user and account settings:

User

Account Settings

Please see

Viewing Online Fax logs

Enabling or disabling Online Fax

Using Online Fax

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0079042

Zoom Phone Online Fax video

https://www.youtube.com/watch?v=vT8sUMzufMs

Online fax: Fast and secure document sending

https://www.zoom.com/en/products/voip-phone/features/online-fax/

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

thanks,  eliot

[Eliot]

please try sending a zoom fax to: 

1-888-HPFaxme (1-888-473-2963 U.S.)

after sending fax, you should get a fax back to your zoom fax from hp in a couple of minutes.

please let me know what happens.

if this does not work, open a ticket with support.

thanks,  eliot

[dmbemtb]

@Eliot 

Online Fax is enabled in both areas.

When I look at the fax logs there is nothing for inbound or outbound. Even though I have successfully sent faxes via the app.

I use a fax service through faxpipe.com. I can send faxes to our company fax number which is with the fax service. When I send faxes to my DID from the same service the phone rings (if I answer it I receive the fax tones) but I cannot receive faxes.

[dstokes805]

I am seeing the same issue. Was this ever resolved?

[drmd]

Same issue here.

Of note, I can receive faxes that are sent via an email to fax service, but not from traditional fax machines.

[dstokes805]

Same here

[dstokes805]

I just got this to go through. After changing the Fax settings on the fax machine. I had to adjust the baud rate to 9600bps. This is the only setting that I needed to change to allow the Online Fax service to recognize the fax.