Troubleshooting

Configuration Problems

The majority of reported problems with NuPoint Fax are caused by configuration errors. Before testing for bad hardware, check the following areas of your NuPoint Voice configuration:

• Run a System Configuration Report and verify that each line group that is used for fax transactions has fax resources assigned to it.

• Run a Fax Group Usage Report and make sure that there is little or no blockage. If there are not enough fax resources (channels) assigned to a line group, fax calls may fail.

• Examine LCOS settings to make sure that limits are set appropriately for NuPoint Fax users. See the Fax Planning section for more information on LCOS settings.

• Examine FCOS settings to ensure that the correct features are enabled for NuPoint Fax application mailboxes and users. See the Fax Planning section for more information on FCOS settings.

• Check the configuration of any mailboxes that are reporting problems and make sure that they are assigned to classes of service that support NuPoint Fax.

Hardware Problems

If the NuPoint Voice configuration seems to be okay, the problem may be in the sending/receiving fax machine. Follow these guidelines to help isolate the problem.

• If users are reporting a problem with a specific fax machine, use a different fax machine and attempt to send and/or receive a fax using the mailbox that is having the problem.

• If you hear the prompt:

  Fax message complete

  or

  Your fax sent

the problem is probably with the receiving fax machine. Test the fax machine according to the manufacturer's instructions.

• If you hear the following prompt

  I’m sorry, I did not get your fax message

  or

  I’m sorry, I could not deliver your fax message

  • Check error logs for errors involving fax.

  • Examine fax LEDs for transmit/receive status.

Printing Problems

If users are unable to print fax messages, check to make sure that FCOS bit 110 - Make/Give to Telephone Number is enabled in their mailbox.