FaxMaker Online users can sometimes experience an issue with outgoing faxes where recipients complain that the faxes have incomplete, cut-off, or cropped pages. The sender will receive a notification email showing
Transmission Failed error as shown below:
Your 3-page fax request, Subject: "TESTING FAX", To: "12345678901", could not be delivered.
Pages delivered: 0
Pages failed: 3
Error Class: 209715206
Error Code: 3271
Error Extra: 13076
Error String: Transmission Failed
Fax tracking number: 707-5331484
According to FaxMaker Online Error String Explanations, the
Transmission Failed error indicates that the receiving fax machine has answered and connected, but the fax was not able to be fully and successfully transmitted.
This situation can be caused by:
- Line quality issues, fax device issues, and the sharing of a phone line with other devices such as credit card processing terminals.
- Temporary conditions such as severe weather conditions in the destination area can also cause transmission failures.
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 possible transmission issues have been ruled out and the issue persists, Submit a support request for further investigation by the infrastructure team.
Routing problems can result in
Transmission Failed error which manifests on the receiving end as faxes with incomplete or cut-off/cropped pages.
This issue is resolved by the Concord support team manually entering an override to send faxes through a different route.
Support agents should follow these steps after confirming the issue:
- 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.
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.