FaxMaker Online customers may sometimes experience slow or delayed delivery for their inbound faxes, as determined by the time indicated on the fax notification compared to the time the actual email is received as highlighted below:
Log on to the FaxMaker Online Administrator Portal and verify from the Inbound Activity Logs that the Length of time of fax transmission is within reasonable Duration, usually never more than a few minutes depending on the number of pages which confirms that the service is working as expected.
The Date field indicates the date and time that the inbound fax was received in FaxMaker Online and forwarded to the recipient.
If inbound faxes are not received within the duration indicated here, this is likely due to customer environmental factors that lie outside our support scope such as:
- Limitations of your email provider in scenarios where inbound faxes have very many pages
- Routing to your email address for cases where inbound faxes are received through Inbound Web Services to 3rd party systems such as Allscripts EHR
- Firewall, Antivirus settings, or Spam filtering software.
To prevent the Firewall, Antivirus, or Spam filtering tools from interfering and delaying the delivery of inbound faxes, it is recommended that the entire email domain gfifax.com should be added to the whitelist.
If this is not possible, at a minimum, the firstname.lastname@example.org email address should be whitelisted.
Send a test fax and confirm that inbound faxes are now received within a reasonable delay, usually not more than a few minutes on the higher end.
If still experiencing significant delays despite implementing the above recommendations and ruling out Email routing issues, submit a support ticket providing the Email Headers from the delayed fax to assist in further troubleshooting. Full Email Headers will show the exact date and time that the email left FaxMaker Online and how it was subsequently routed to the recipient.
This external article provides a useful guide on How to Get Email Headers for several popular email clients.