Troubleshooting issues with sending or receiving faxes
======================================================

If you're having problems with sending or receiving faxes, here are some solutions for the most common issues.

Note  
* Make sure your [admin has turned on faxing for your account](https://support.ringcentral.com/article-v2/Enabling-fax-features.html?brand=RingCentral&product=RingEX&language=en_US "").
* Make sure your [outbound fax caller ID](https://support.ringcentral.com/article-v2/Setting-up-outbound-fax-settings.html?brand=RingCentral&product=RingEX&language=en_US "") is set up correctly.

If you need additional assistance, reach out to [<var class="keyword">
<div style="display: inline;">
Support
</div></var>](https://support.ringcentral.com/contact-support.html "").

Where would you like to troubleshoot your faxes?

## Desktop & web

Check the status of your fax in the desktop and web app
-------------------------------------------------------

You can check the status of a sent fax to confirm delivery and determine if a fax needs to be resent.

* Click **Fax** in the navigation bar.
* Next to the **Search faxes** field, click the dropdown arrow (a) and select *Failed* (b).
  * Wait five minutes per page to determine if sending has failed. Graphics-heavy faxes can take five minutes or more per page to send.
  * If the recipient is unreachable, the fax is marked as *Sent* until three automatic retry attempts are made. After the third attempt, it moves to the *Failed* list.

  ![](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/fax/Troubleshooting-fax-via-email-send-issues/images/Troubleshootfax1.png)

* If you find the fax in the **Failed** list, check the following:
  * Confirm the recipient's fax number or email address.
  * Check your fax number (if sending in the app) or email address (if using Email-to-fax).
  * Confirm the fax size and that any attachments meet [<var class="keyword">
    <div style="display: inline;">
    RingCentral
    </div></var>'s requirements](https://support.ringcentral.com/article-v2/Fax-Supported-File-Attachments.html?brand=RingCentral&product=RingEX&language=en_US "").
  * Remove any special characters (for example \&, $, #) from filenames.

Check your network and firewall settings
----------------------------------------

A fax may fail to send due to your company's network or firewall settings. Troubleshooting steps differ depending on how your computer or network is set up. Contact your IT department to make sure your network and firewall settings comply with our [Network Requirements](https://support.ringcentral.com/article-v2/Network-requirements.html?brand=RingCentral&product=RingEX&language=en_US "").

**Additional resources**  
[Viewing and managing faxes](https://support.ringcentral.com/article-v2/Viewing-and-managing-a-fax.html?brand=RingCentral&product=RingEX&language=en_US "")  
[Sending a fax](https://support.ringcentral.com/article-v2/Sending-a-fax.html?brand=RingCentral&product=RingEX&language=en_US "")  
[Turning on fax features](https://support.ringcentral.com/article-v2/Enabling-fax-features.html?brand=RingCentral&product=RingEX&language=en_US "")  
[Setting your fax notifications](https://support.ringcentral.com/article-v2/configuring-notifications-sounds-admin-portal.html?brand=RC_US&product=RingEX&language=en_US "")  
[Setting up outbound fax caller ID](https://support.ringcentral.com/article-v2/Setting-up-outbound-fax-settings.html?brand=RingCentral&product=RingEX&language=en_US "")

## Mobile

Check the status of your fax in the mobile app
----------------------------------------------

Checking the status of a sent fax can confirm delivery and determine if a fax needs to be resent.

* In the bottom toolbar, tap **More** , then tap **Fax**.
* To the right of the search bar, tap the **Filter** icon, then select *Failed* .
  * Wait five minutes per page to determine if sending has failed. Graphics-heavy faxes can take five minutes or more per page to send.
  * If the recipient is unreachable, the fax is marked as *Sent* until three automatic retry attempts are made. After the third attempt, it moves to the *Failed* list.

* If you find the fax in the **Failed** list, check the following:
  * Confirm the recipient's fax number or email address.
  * Check your fax number (if sending in the app) or email address (if using Email-to-fax).
  * Confirm the fax size and that any attachments meet [<var class="keyword">
    <div style="display: inline;">
    RingCentral
    </div></var>'s requirements](https://support.ringcentral.com/article-v2/Fax-Supported-File-Attachments.html?brand=RingCentral&product=RingEX&language=en_US "").
  * Remove any special characters (for example, \&, $, #) from filenames.

Check your network and firewall settings
----------------------------------------

A fax may fail to send due to your company's network or firewall settings. Troubleshooting steps differ depending on how your computer or network is set up. Contact your IT department to make sure your network and firewall settings comply with our [Network Requirements](https://support.ringcentral.com/article-v2/Network-requirements.html?brand=RingCentral&product=RingEX&language=en_US "").

**Additional resources**  
[Viewing and managing faxes](https://support.ringcentral.com/article-v2/Viewing-and-managing-a-fax.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=mobile "")  
[Sending a fax](https://support.ringcentral.com/article-v2/Sending-a-fax.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=mobile "")  
[Turning on fax features](https://support.ringcentral.com/article-v2/Enabling-fax-features.html?brand=RingCentral&product=RingEX&language=en_US "")  
[Setting your fax notifications](https://support.ringcentral.com/article-v2/configuring-notifications-sounds-admin-portal.html?brand=RC_US&product=RingEX&language=en_US "")  
[Setting up outbound fax caller ID](https://support.ringcentral.com/article-v2/Setting-up-outbound-fax-settings.html?brand=RingCentral&product=RingEX&language=en_US "")

## Admin Portal

Check the status of your fax in the Admin Portal
------------------------------------------------

You can check the status of a sent fax to confirm delivery and determine if a fax needs to be resent.

* Sign in to the [<var class="keyword">
  <div style="display: inline;">
  Admin Portal
  </div></var>](https://service.ringcentral.com "").
* Click the dropdown at the top right, then select **My Extension**.
* Click the **Messages** tab.
* Click **Outbox** .
  * Wait five minutes per page to determine if sending has failed. Graphics-heavy faxes can take five minutes or more per page to send.
  * If the recipient is unreachable, the fax is marked as *Sent* until three automatic retry attempts are made. After the third attempt, it moves to the *Failed* list.

* Click the **Filter** icon next to the search field.
* Click the **Scheduled dropdown** , then select *Failed* .

  ![](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/fax/Troubleshooting-fax-via-email-send-issues/images/Troubleshootfax2.png)

* If you find the fax in the **Failed** list, check the following:
  * Confirm the recipient's fax number or email address.
  * Check your fax number (if sending in the app) or email address (if using email).
  * Confirm the fax size and that any attachments meet [fax size and that any attachments meet <var class="keyword">
    <div style="display: inline;">
    RingCentral
    </div></var>'s requirements](https://support.ringcentral.com/article-v2/Fax-Supported-File-Attachments.html?brand=RingCentral&product=RingEX&language=en_US "").
  * Remove any special characters (for example, \&, $, #) from filenames.

When your fax message has been sent successfully, the fax will move from the Outbox folder and into the Sent Items folder.

You can also check the status of a sent fax message under Call Log.

* Click the **Call Log** tab.
* Click the **Calendar** icon to display records for *Today* , *Yesterday* , *Last 7* , *30* or *60 days*.
* Click the **Filter** icon.
* Click the **Call Direction** dropdown if you want to view just *Inbound* or *Outbound* faxes.
* Click the **Types of Call** dropdown, the select *Fax*.
* Click **Apply**.

When filtered, the list displays the recipient's fax number, any additional send attempts, and the final status of the fax.

Check your network and firewall settings
----------------------------------------

A fax may fail to send due to your company's network or firewall settings. Troubleshooting steps differ depending on how your computer or network is set up. Contact your IT department to manage your [Network Requirements](https://support.ringcentral.com/article-v2/Network-requirements.html?brand=RingCentral&product=RingEX&language=en_US "").

Check your notification settings in the Admin Portal
----------------------------------------------------

If you're not getting notifications when faxes are sent to you:

* Sign in to the [<var class="keyword">
  <div style="display: inline;">
  Admin Portal
  </div></var>](https://service.ringcentral.com ""). If you're an admin, click the **Admin Portal** dropdown, then click **My Extension** at the top right.
* Click the **Settings** tab.
* In the left panel, click **Notifications**.
* Click the **Messaging Notifications** dropdown.
* Make sure that **Basic Settings** is selected in the dropdown at the right.
* Check the **By Email** and **By SMS** boxes next to **Received Faxes** (a) and **Fax Transmission Results** (b).
* Enter your email address in the **Send Notifications to** field.
* To receive text message notifications (this option is only available in the US), select your carrier from the **Select Carrier** dropdown menu, enter your phone number, then click **Add** .
  * If your carrier isn't listed, contact them to get the email address where you can receive texts. Enter that email address into the **Phone Number** field.
* Click **Save** .

  ![](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/fax/Troubleshooting-fax-via-email-send-issues/images/Troubleshootfax3.png)

Resolving partially received faxes in the Admin Portal
------------------------------------------------------

You might receive partial faxes that contain incomplete or cut-off pages, distorted or partially rendered text and images, or an error message in the copy. Faxing has known limitations when implemented as an IP service. These limitations are technology-based and industry-wide. The steps below help RingCentral Support isolate the issue

* Sign in to the [<var class="keyword">
  <div style="display: inline;">
  Admin Portal
  </div></var>](https://service.ringcentral.com ""). If you're an admin, click the **Admin Portal** dropdown, then click **My Extension** at the top right.
* Click the **Settings** tab.
* Scan the log to check if a particular number is associated with incomplete faxes. Then follow one or more of these steps:
  * If you have access to the fax machine where you received the partial fax:
    * Lower the baud rate to 9600.
    * Turn off **Error Correction Mode** or **Overseas Mode** .

      Note  
      These settings are model-specific.

  * If the faxes were forwarded to your <var class="keyword">
    <div style="display: inline;">
    RingCentral
    </div></var> number from a different carrier, have the sender send a fax message directly to your <var class="keyword">
    <div style="display: inline;">
    RingCentral
    </div></var> number.
  * If the issue is happening with multiple numbers, gather samples from within the last 24 hours for possible carrier escalation, then contact [<var class="keyword">
    <div style="display: inline;">
    Support
    </div></var>](https://support.ringcentral.com/contact-support.html "") for assistance.

**Additional resources**  
[Viewing and managing faxes](https://support.ringcentral.com/article-v2/Viewing-and-managing-a-fax.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=admin_portal "")  
[Sending a fax](https://support.ringcentral.com/article-v2/Sending-a-fax.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=admin_portal "")  
[Turning on fax features](https://support.ringcentral.com/article-v2/Enabling-fax-features.html?brand=RingCentral&product=RingEX&language=en_US "")  
[Setting your fax notifications](https://support.ringcentral.com/article-v2/configuring-notifications-sounds-admin-portal.html?brand=RC_US&product=RingEX&language=en_US "")  
[Setting up outbound fax caller ID](https://support.ringcentral.com/article-v2/Setting-up-outbound-fax-settings.html?brand=RingCentral&product=RingEX&language=en_US "")

## Email

Resolving Email-to-fax errors
-----------------------------

You may receive a *failed email to fax* or *recipient unknown* message after you attempt to send a fax. To fix these errors:

* Confirm you've followed the [best practices](https://support.ringcentral.com/article-v2/using-best-practices-for-email-to-fax-sender-domains.html?brand=RingCentral&product=RingEX&language=en_US "") when setting up your email domain.
* Confirm the recipient's fax number or email address.
* Check your email address.
* Confirm the fax size and that any attachments meet [<var class="keyword">
  <div style="display: inline;">
  RingCentral
  </div></var>'s requirements](https://support.ringcentral.com/article-v2/Fax-Supported-File-Attachments.html?brand=RingCentral&product=RingEX&language=en_US "").
* Remove any special characters (for example, \&, $, #) from filenames.
* Make sure the [recipient's email address is in your list of trusted email addresses](https://support.ringcentral.com/article-v2/Enabling-Email-to-Fax-in-the-Admin-Portal.html?brand=RingCentral&product=RingEX&language=en_US "").
* Make sure the body of the email is empty. Remove any signatures, images, and footnotes.

Failed email notifications
--------------------------

If you've verified that your notification preferences are correct but you're still not receiving email notifications about faxes, check your email account's spam folder. If the email notifications are in your spam folder:

* Mark those emails as *not spam*.
* Add these email addresses to your email account's trusted list or whitelist:
  * service@ringcentral.com
  * notify@ringcentral.com
  * <var class="keyword">
    <div style="display: inline;">
    support@ringcentral.com
    </div></var>
  * \*@ringcentral.com

If the above steps fail to resolve your issue, contact [<var class="keyword">
<div style="display: inline;">
Support
</div></var>](https://support.ringcentral.com/contact-support.html "").

Delivery is delayed email
-------------------------

If you see the following error message, you can resolve it by following these steps:

* Copy the email domain from the error message. The domain is listed after the @ symbol.

  ![Copy the email domain from the error message](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/fax/Troubleshooting-fax-via-email-send-issues/images/Troubleshooting-Fax-4.png)

* On your computer:
  * Windows: Open Command Prompt.
  * macOS: Open Terminal.

* Type *command nslookup\<email domain\>* then press **Enter/Return**.
* If you see the phrase "Non-existent domain," the email domain won't be able to deliver the fax to an IP address. Contact your email provider about changing the email domain.

  ![Non-existent domain](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/mvp/fax/Troubleshooting-fax-via-email-send-issues/images/Troubleshooting-Fax-5.png)

Fax fraud attempt awareness
---------------------------

If you receive multiple *failed email to fax* messages, even if you haven't sent any email-to-fax messages, your email may have been compromised. Contact your network admin or email provider immediately.

Note  
If you detect fraudulent behavior on your account or want to disable the email-to-fax feature, contact [<var class="keyword">
<div style="display: inline;">
Support
</div></var>](https://support.ringcentral.com/contact-support.html "").

**Additional resources**  
[Using best practices for Email-to-fax sender domains](https://support.ringcentral.com/article-v2/using-best-practices-for-email-to-fax-sender-domains.html?brand=RingCentral&product=RingEX&language=en_US "")  
[Viewing and managing a fax](https://support.ringcentral.com/article-v2/Viewing-and-managing-a-fax.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=email "")  
[Sending a fax](https://support.ringcentral.com/article-v2/Sending-a-fax.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=email "")  
[Turning on fax features](https://support.ringcentral.com/article-v2/Enabling-fax-features.html?brand=RingCentral&product=RingEX&language=en_US "")  
[Setting your fax notifications](https://support.ringcentral.com/article-v2/configuring-notifications-sounds-admin-portal.html?brand=RC_US&product=RingEX&language=en_US "")  
[Setting up Email-to fax in the Admin Portal](https://support.ringcentral.com/article-v2/Fax-Allow-Users-email-send-Faxes.html?brand=RC_US&product=RingCentral_MVP&language=en_US "")

## Fax API

Issues sending or receiving faxes through API
---------------------------------------------

Faxes sent through API can fail when the code contains incorrect credentials or values. Consult the [<var class="keyword">
<div style="display: inline;">
RingCentral
</div></var> Developer Guide](https://developers.ringcentral.com/api-products "") to check that your setup is correct.

* [API setup for sending faxes](https://developers.ringcentral.com/guide/messaging/fax/sending-faxes "")
* [API setup for receiving faxes](https://developers.ringcentral.com/guide/messaging/fax/receiving-faxes "")

## ATA

Not receiving faxes through Analog Telephone Adapter (ATA)
----------------------------------------------------------

When using a fax machine that's connected to an Analog Telephone Adapter (ATA), you may be unable to receive or print faxes for one of the following reasons:

* Your ATA configuration is incorrect.
* You have an incorrect user or extension configuration assigned to the ATA.
* The ATA is offline.

Follow these steps to resolve the issue:

* Reboot your fax machine and ATA.
* Make sure all cables are correctly connected. [Learn more about connecting an ATA to your fax machine](https://support.ringcentral.com/article-v2/Fax-Analog-Telephone-Adapter-Connect-the-ATA-and-Fax-Machine.html?brand=RC_US&product=RingEX&language=en_US "").
* Make sure your ATA is configured correctly. [Learn more about setting up an ATA for fax](https://support.ringcentral.com/article-v2/Fax-Set-Up-Analog-Telephone-Adapter-ATA.html?brand=RC_US&product=RingEX&language=en_US "").

If these steps fail, contact [<var class="keyword">
<div style="display: inline;">
Support
</div></var>](https://support.ringcentral.com/contact-support.html "") for assistance.