Troubleshooting vFax Failures

Inbound Fax Failure

If you are having issues receiving faxes:
 

1. Log in to your Nextiva vFAX portal and confirm the fax was not received.  If the fax was received, but you didn't get notified, check your user settings and confirm your notifications are set up.
    
2. Confirm the sender includes a one and area code when calling your Nextiva fax number. Dialing the one and area code is required and ensures the fax is successfully received.
    
3. Call your Nextiva fax number and confirm it is picking up with a fax tone. If not, please contact Nextiva Support.
    
4. If using a fax bridge, confirm your network administrator has allowed traffic for the Nextiva Fax IP addresses.
   
   
5. Obtain at least two examples of the failed faxes and send them to Nextiva Support within 24 hours from when the issue occurred. Be sure to include the sending and receiving fax number, the exact time and time zone the fax was sent, and the error if possible.
    

Outbound Fax Failure

Nextiva will attempt to send a fax up to three times before it determines a failure.  Below are some troubleshooting steps you can perform if you are receiving a failure when sending or receiving faxes.

1. Call the number you are trying to fax.  The fax machine should pick up within 3 rings.  If the fax machine is not picking up within 3 rings, have the receiving party reconfigure their fax machine to answer within 3 rings.
    
2. Log into your Nextiva vFax portal.
    
3. Click Search on the left-hand side to view all faxes.
    
4. Locate the failed fax and click the ellipses on the right-hand side of the Actions section.
   
   
    
5. Look at the Result Code in the right-hand column.
   
   
    
6. Check the code against the list below.
    

   Code	Definition	Resolution
   5200	File issue: This error is typically due to larger files such as images.  The resolution on most images can cause issues sending faxes.	If sending images, try to use a lower-resolution image and save it as black and white.
   6000	Fax Connect Failed: Fax connection was not determined after 3 attempts	Have the receiving party confirm their fax machine is set to pick up within 3 rings. Attempt to re-send the fax.
   6100	Fax Number Busy: The receiving fax number was busy
   6200	Fax Machine Not Answering: The receiving machine did not answer.
   6300	Fax Detection Failed: No fax machine was detected after 3 attempts
   8000	Fax Transmit Failed: Fax negotiation failed.

   
    
7. If you are still having failure, or your code is not listed, ensure you have at least 2 examples of fax failures that are less than 24 hours old and contact Nextiva support.