received fax in Zoom is distorted

[ROGIHEAD]

Just found out about the Zoom fax option and Ive sent out a few as tests.  One of them came across a bit distorted but the other was fine. I then noticed you could  also receive so I sent some to my DID number and it too came across distorted sort of squashed down. 
When I download and open it up and loo into printing it, Adobe does not recognize in the manner it was scanned.  The page was sent in portrait mode and it comes across as landscape which is probably why it looks smashed down.  Thoughts on how to fix this??

[WillSmith]

I'm having the exact same issue.  My portrait faxes are being received in landscape mode and everything is distorted.  I'm hoping that the faxes I'm sending through the system are working correctly.  It would be nice if someone from Zoom could look into this issue and respond with a fix, or at least give an update. 

[MGSR]

Hello there,

I'm sorry for the inconvenience you experienced. 

Can you kindly check if you have ‘Fine Resolution’ settings ? This would equate to 200x200 dpi (or 204x196 dpi).

[gdawson]

My organization is having the same issue - where would I find the 'Fine Resolution' settings?

Gabriel Dawson

Butte County Office of Education

[MGSR]

Welcome to the Zoom Community, @gdawson! We're glad to have you here!
You can follow these steps:

• Power on the fax machine.

• Load the document you want to fax (face up or down, depending on your machine).

• Press the Resolution or Fax Resolution button.

  • On some models, this may be under Menu > Fax Settings > Resolution.

• The display will cycle through options like:

  • Standard – 200x100 dpi (low quality, faster)

  • Fine – 200x200 dpi (sharper, better for text)

  • Super Fine – 300x300 or higher (best for images)

  • Photo – optimized for pictures

• Press the button repeatedly to select "Fine", then start your fax.

[WillSmith]

The faxes we are receiving are in landscape mode, but are being sent in portrait mode.  I'm not sure that it matters what resolution we scan the document in with, when we are receiving distorted faxes, not sending them.  When you try to print a fax after it's received, changing the print mode to portrait makes the image too small to be legible, while printing it in landscape mode is difficult to read, as the original (sender's) format is portrait.  This is an ongoing and recurring issue.  Could you please escalate this issue to your development team?  It appears to be an issue in the zoom app, at least on our end.  I could not find any available settings in the admin portal, nor in the app itself.  

[scheived]

I've noticed this problem as well. If a fax is sent in 200x200 fine Zoom does display it correctly however I've never seen this issue with any other efax vendor with the fax sent in the default. It looks like zoom is interpreting the resoultion incorrectly. The same fax sent from the same fax machine through another vendor is displaying fine where as with zoom it's squashed. 

[cherylm1]

I am having the same issue.  This did not happen with my previous vendor either.  When will Zoom be fixing this issue?

[scheived]

I opened a ticket with support. They stated they are aware of this issue but that a fix wouldn't come until the next planned release so could be a while. 

Meanwhile if you can communicate to the sender that they should send the fax in "fine" mode if they have it, then it comes through ok. Or if you convert the PDF to an image, open it in MS Paint, rotate the image 90deg, then reduce the vertical by 50% the image looks correct. 

[Eliot]

hi @ROGIHEAD , @cherylm1 , @scheived , @WillSmith 

i suggest you open support tickets for the issues you are having with fax orientation, i.e. portrait versus landscape.  please let support know if this is a fax orientation problem both when receiving and sending faxes or just with receiving faxes.

https://support.zoom.com/hc/en/contact?id=contact_us

thanks,  eliot