Typical fax problems

The most common reasons that a fax is not sent are:

• The remote fax machine is busy or out of paper.
• There is no fax machine at the remote number.

Once you have checked these two possibilities, troubleshoot fax problems using the procedures that follow.

Locating fax errors

For internal errors:

• Check the Message Log report for FAX001 and FAX002 or
• Run the trace command: trace FAXOOC sbFaxProc chan all area all level all and provide output to technical support.

You may also learn of errors through negative return values on a FAX action. Refer to Interpreting negative fax values for explanations of negative errors

Reviewing fax troubleshooting procedures

When problems arise with fax operations, the Message Log report may display various error messages. The help topics for these messages include suggested repair procedures.

• See information on FAX alarms for repair procedures to use when the fax print or the fax operation fails.
• FXMON alarms and messages report FAX maintenance events.
• VXMDI alarms and log messages report problems with fax operations.
• If you are using an Audix system, also check FAX AUDIX alarms and errors.

Execute UNIX command failed

Most likely, the problem is with the command or shell script. Make sure that the command or shell script that was attempted works when executed manually. If it does, make sure that its full path name is provided to the script.

Fax file or text file not found

Take action depending on whether the problem occurred in transmission or receipt of the fax:

• If the request to transmit a fax file to the caller failed, verify that the fax file exists either in the Fax Loading and Printing screen or at the full path specified in the voice response application.
• The caller did not receive the fax requested, consider manually transmitting the fax message requested by the caller using the delivery number contained in the error message.

Out-of-call fax transmission failed

You learn of this problem through the fax report. Follow the repair procedure provided for the FAX001 message.

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