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Detailed Fax Status’ (Reason for Not Delivered/Failed Fax on Sent Fax Records)

If a Sent Fax record has a status for Sending Failure and the Detailed Fax Status includes one of the errors below, we advise you first call the number to make sure its a working fax number with a Fax Tone.

If you are getting a Fax Tone, open a case with Support by emailing support@opero.com. Include the following information per failed fax: the date/time of fax record (Important: include your time zone), the sending fax number, the receiving fax number, the detailed fax status/error message, and external Id.

Detailed Fax Status Errors and Information

No loop current/ AB (hang up in send) – This error indicates that the remote line disconnected the call with no error message or reason for the disconnection provided. When this error occurs, we mark the transmission as a failure. The first step in troubleshooting these errors would be to examine the failure that is causing the remote line to disconnect. They would need to examine call logs or contact their service provider for more information. Note in this case that if we do not receive any type of response for 30 seconds at any point during the transmission, we mark it as a disconnection. If the remote end is logging the error as a disconnection on our side, this is likely the case so their service provider would want to troubleshoot any issues that would cause a 30 second lapse in communication during the call.

Phone number failed to pass phone mask – Bad number or formatted wrong (needs to be an actual fax number with proper formatting)

Fast busy: telephone co trunk lines busy – This error indicates that no transmission path to the called number is available (congestion tone or all trunks busy tone). It is used to indicate that a person has dialed an invalid code, or that all circuits (trunks) are busy and/or their call is unroutable. As with any busy signal, call the number to verify the tone. If the number answers busy the carrier of that number needs to resolve the issue.

Normal busy: remote end busy(off hook) – This is caused by the number being busy or there was no fax tone on the receiving number.

Answer detected probable human / Human Pickup – This means a human picked up the phone, which interrupted the fax.

No answer T.30 T1 timeout – The recipient did not answer within 30 seconds (typically 5-6 rings). This issue needs to be addressed by the carrier of the destination fax number.

Ringing timed out (no answer) – This means that the line rang continuously without anyone picking up. Another possible reason for this error is if the fax recipient has a “single fax line” which only allows them to receive one fax at a time to their fax number. If that is the case, the Opero Fax will will retry the fax and it may go through at a later time when the fax line is not busy trying to receive another fax and then the fax status will change to “delivered.” Make sure you have field “number of retries” on your send fax page layout.
The error could also happen if  you are trying to send a very large fax file with several pages or many images within the fax document that is causing it to time out.

Unexpected transmission failure – Minimum baud rate as not met and the recipient is attempting to receive the fax at an unsupported baud rate. To resolve this requires the recipient to ensure they’ve set their baud rate to the standard of 9600 to prevent these failures. If they have it set to a range which includes baud rates lower than 9600, intermittent failures of this nature will occur.

Dialtone remains after dial sequence – It is possible that these faxes are failing because the recipient is blocking the caller ID. The recipient would need to unblock the sender’s caller ID in order to prevent these failures.

Fax file is not stored – There is a current issue with the eFax Corporate API where the Error Detail field is populated with “Fax File is not stored” as a default message even when there was no error sending the fax. Normally this should only populate with errors when the Fax cannot be sent out. Please reach out to Support if you have additional questions.