100% In and Outbound Fax Machine Failures SPA112

  1. Is the enterprise account suspended or cancelled?
    1. If yes, please call Intermedia support at 877-357-0750 for further assistance.
    2. If no, continue to step 2.
  2. Is the customer also experiencing call failures?
    1. If yes, troubleshoot call failures first. Most times resolving the call failures will also resolve the fax adapter issue.
    2. If no, continue on to step 3.
  3. Have the customer reseat the POTS cable running between the fax machine and the Phone 1 port on the fax adapter. Make sure both ends are securely in place in both ports.
  4. Power cycle the fax adapter for 1 minute (unplug the power cable from the adapter and leave unplugged for one minute before reconnecting the power cable). Reseat the power cable on both ends and make sure both ends are securely in place.  Adapter should begin registering within 2-3 minutes after reboot/power cycle.
  5. Have the customer check that their fax machine's "baud rate" or "transmission speed" is set to "9600" or "slow". Some fax machines do not have this setting or it is labeled as something else. Have the customer refer to their fax machine's owner's manual for more information.
  6. Have the customer check that their fax machine's "Error Correction Mode (ECM)" is disabled. Some fax machines do not have this setting or it is labeled as something else. Have the customer refer to their fax machine's owner's manual for more information.  This setting can sometimes be toggled back on randomly by the fax machine.
  7. If the fax machine is a new model Brother fax machine, have the customer set the "Overseas Mode" to enabled.
  8. Have the customer send you a test fax.  Was the fax received?
    1. If yes, issue is now resolved.
    2. if No, please call Intermedia support at 877-357-0750 for further assistance.