Fax -Troubleshooting Office@Hand fax issues | AT&T Office@Hand
Article #2917

This article will provide basic troubleshooting steps for your Office@Hand fax issues. To learn more, read on below.

Before you troubleshoot or call Customer Support, ensure the following:

• Make sure that you are connected to the Internet and that the connection is stable.
• Make sure that you have the correct number of the recipient.
• If you are trying to send faxes through email, make sure that you have added the sender’s email address as a trusted address (done through the online account). You can only send faxes via email from your permitted email addresses. For more information go to Fax – Outbound Fax Settings Overview | AT&T Office@Hand
• Make sure that you send the email to the recipient’s 10-digit fax number @att.rcfax.com (i.e. 1000000000@att.rcfax.com).
• Make sure that the file size of the document that you want to fax is less than 20 MB.
• Make sure that the document is not corrupt. Try attaching another file and then send it.
• Make sure that the document is in a supported format.

If it is an international fax, make sure that you have sufficient calling credits. When using Office@Hand Fax with a traditional fax machine, take note of the following:

• Avoid using DSL phone filters and phone splitters. Either item may interfere with the ability of the fax machine to answer or receive a fax.
• Use a dedicated fax phone line to ensure that the receiving fax machine is always available.
• Do not share this line with additional phones. Some answering machines and caller ID devices can cause disruptions. The less equipment attached to a line, the better.
• Use only a VoIP line that supports fax protocol (T.38 protocol).
• Use a short phone line cord to minimize the chance of signal loss.

Troubleshooting Partially received faxes

A partially received fax can occur when the fax transmission is interrupted prematurely. The major causes of partially received faxes include poor line quality or errors from the sending fax machine.

AT&T Office@Hand fax services saves and delivers all of the pages that were successful, and mark the fax as partially received. Typically, the sending machine will automatically retry to send the fax if it detects that the transmission was not successful. Depending on the fax machine, this may take anywhere from one (1) to 10 minutes.

NOTE:

• If you do not receive any additional attempts after a partial fax is received, ask the sender to manually resend the fax.
• Check the type of modem you are using. Using higher quality modems should fix fax issues.

If this problem persists, Contact Support for advanced troubleshooting.

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