Diagnosing Faxing Issues

If you're using a traditional fax machine, the fax line coming out of the fax machine will more than likely be connected to a Fax ATA. A Fax ATA converts an analog fax signal into a digital fax signal that can travel over the internet. The most common Fax ATAs used by PrimeVOX will be either a Grandstream HT812 or Cisco SPA 122.

If you're experiencing issues faxing, the first step would be to power the Fax ATA off and back on again.

If you're still experiencing issues faxing after powering the Fax ATA off and back on again, we recommend you try the steps below:

• Call the fax number you're trying fax. You should hear a fax-tone. If not, there may be an issue with the fax number you're trying to send to.
• Force uLaw on the Fax ATAs extension. Faxes will NOT work over g729. (A PrimeVOX technician can check this for you if you do not know how to do this.)
• If using an eFax account, make sure you are logged into the correct UCP/eFax Account that your fax line is associated with. 

The Fax Machine should have the following settings configured:

• ECM: Disabled
• Speed: 9,600 Baud (force a slower speed)

If you've done all the steps above and are still having trouble, please contact PrimeVOX support.

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Fax Machine Settings for Brother/Panasonic 4100E

1. Enter Maintenance Mode:
   1. Unplug power from rear of fax machine, hold the Menu button while plugging power back in. Continue to hold the Menu button until "Maintenance" appears in the LCD window.
2. Change the Baud Rate to 9,600:
   1. Enter 10 (one, zero). This will bring up "WSW00" on the LCD window.
   2. Change the 00 to 19.
   3. Set the digits to 01100010.
   4. Press the "Set" button just below the LCD window.
3. Disable ECM:
   1. Change the 00 to 22.
   2. Change the digits to 11000000
   3. Press the "Set" button just below the LCD window.
4. Exit Maintenance Mode:
   1. Press "Stop".
   2. Enter 99.