AT&T Office@Hand

Learn how to use features from AT&T Office@Hand. Access our self-help options to set up and use this application to communicate with customers.

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Troubleshooting Office@Hand fax issues
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 trusted email addresses.
• Make sure that you send the email to the recipient’s 10-digit fax number (i.e.
• 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.

See Also:

Office@Hand Fax Overview
Office@Hand Fax Frequently Asked Questions