- Call rejected – This indicates that the receiving device does not wish to accept this call, although it could have accepted the call because the equipment sending this cause is neither busy nor incompatible. The diagnostic field may contain additional information about the reason for rejection. If this error is a pattern to one particular number, call the number to see if you get a healthy dial tone. If yes, submit a ticket via support.softlinx.com with the fax ID so we can further investigate.
- Error converting document to FAX – This error is an indication that the fax never made it past our conversion engines. Please submit a ticket via support.softlinx.com with the fax ID so we can further investigate.
- Excessive duration – The excessive duration error happens if the line connection quality drops. When handshaking, if the line quality drops then the speed of transmission drops noticeably until a more stable transmission is possible (e.g. dropping from 14.4Kb to 2.4Kb ). Additionally, any extremely dense page content can cause the duration to exceed a set transmission timeout (e.g., 1-page fax exceeding 15 min or 900 seconds), which will result in an error - “3003 Transmission error from excessive duration”.
- Hangup: DIS/DTC; DCS not recognized – Usually, this error occurs when the receiving line or equipment communicates to our system that fax data can be received at a certain speed when it actually cannot. Before the fax is sent, the transmission speed is negotiated by both ends so we attempt to send the fax at a rate that cannot actually be accepted by the recipient. This should be handled on a case to case basis and often requires the destination to troubleshoot.
- Hangup: No loop current – This means that once we dialed the number we got dead air, no ring tone, and no answer. We suggest you test the number by calling it from a landline to see if you get a fax tone.
- Hangup: T30 T.2 Timeout – Disconnect due to audio quality or deliberate remote disconnection. In most cases, this just indicates that the sender aborted (like, with the "stop" button on a fax machine). If it wasn't that, then there is some troubleshooting to perform. To troubleshoot, submit a ticket via support.softlinx.com with the fax ID.
- Hangup: Unspecified received phase B error – Phase B is the T.30 handshake (negotiation of the resolution, speed, etc.). This requires further investigation by Softlinx. Please submit a ticket via support.softlinx.com with the fax ID so we can review telco details.
- Invalid number format (address incomplete) – This indicates that the called party cannot be reached because the called party number is not in a valid format or is not complete. This requires reaching out to the destination user to troubleshoot.
- Page rejected. Received bad page quality – RTN - terminating fax session – This is a result of a document related issue (i.e. document is poorly formatted), this needs to be handled on a case by case basis. A good first step is to pull up the image of the fax via the web client and see if you notice any abnormalities in the document.
- Ring no answer/Recipient line busy – It means that the receiving fax machine may not be available, or the connection between the two machines has failed. In some cases, your fax machine may not have received a signal from the other fax machine, hence the “no answer” error. It could also be caused by a wrong number.
- Unallocated (unassigned) number – This indicates that the called party cannot be reached because, although the called party number is in a valid format, it is not currently allocated (assigned). This requires reaching out to the destination user to troubleshoot.
What are common faxing errors? Print
Created by: Jonathan Aguiar
Modified on: Fri, 4 Dec, 2020 at 4:36 PM
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