Overview
FaxMaker Online users can sometimes experience a large number of outgoing faxes to multiple fax numbers failing due to Negotiation Failed error.
Solution
According to FaxMaker Online Error String Explanations, the Negotiation Failed error indicates that a fax device answered the call but during the initial training phase of the call, either the communication between the transmitter and the receiving fax device failed or the two devices could not agree on the parameters to be used for the call, often due to line quality issues.
Transmission faults can be ruled out by calling the receiving fax number and checking whether you obtain a fax tone. A busy tone or normal phone line tone points to a transmission issue which should be checked with your carrier as transmission issues are out of support scope.
However, if a fax tone is heard, Submit a support request for further assistance from the infrastructure team.
<supportagent>
Call routing outages can cause fax delivery failures resulting in 'Negotiation Failed' errors.
Customers reporting a large number of Negotiation Failed errors for multiple fax numbers destined for the same area code is usually an indication of a routing problem which is resolved through manually applying overrides to the specific numbers which can only be done by Concord Support.
Support agents should follow these steps after triaging the issue by confirming that a fax tone can be heard when dialing the recipient's number:
- Escalate the support request to Concord for resolution. Refer to Opening a Support Case with Concord for important information on how and when to open the support case with Concord Premium Support.
- Inform the customer that you will update the ticket as soon as you receive feedback from the Infrastructure Team.
</supportagent>
Testing
After receiving confirmation from the support team on the status of the affected fax numbers, confirm that outbound faxes can now be sent to the affected numbers without any errors.