Fax Troubleshooting

Having trouble with the fax feature? This article walks you through common troubleshooting steps for using the Weave Fax feature. 

Fax is a premium feature and may not be a part of your current Weave software.

Uploading Files to Send a Fax

In order to upload correctly to Weave, your fax file must meet the following requirements:

  • Must be in PDF, JPG or PNG format
  • The size of your page must be 8.5 x 11 inches
  • Must be in the portrait orientation 
  • It must be under 25 MB (megabits)

Tip: If you need help converting your fax to PDF format click here.

Fax Delivery Issues

If a fax fails to deliver for any reason, you can see the reason why the fax didn't send. 

Check the status of a sent fax:

  1. From your Desktop App, click on the Fax icon
  2. Click Sent at the top
  3. Find the fax that you want to check the status
  4. If it says Failed in red, click on Failed to see the reason for the delivery failure
  5. To resend the fax, click on the retry button

fax_troubleshoot_1.png

Note: If you see the error message “receiver_communication_error, code 3301” and the fax  won’t send, the receiving fax line is busy. You’ll have to try again later.

Test Inbound Faxes

If you want to ensure you are able to properly receive inbound faxes, you can run a test by going to Faxzero.com. FaxZero is a free EFAX service that lets you test inbound faxes.

Fax Icon Not Displaying in Desktop App

If the Fax Icon is not displaying in your desktop app, it could be for a few reasons. These are the top reasons:

  1. Premium Feature - Your office might not be signed up for this feature. This feature is part of our premium package.
  2. Porting - The Fax icon will only appear once your fax number has fully ported over to Weave. If your fax number has not yet ported over to Weave, your Fax icon will not yet appear in your Desktop App. 

If you have signed up for Premium Features and your fax number is ported over to Weave, contact your Onboarding Representative or Customer Support if your Fax icon is still not applying in your Desktop App. 

Fax Machine Not Working

Once you port your fax number over to Weave, you will no longer use your traditional fax machine. All faxes will be sent and received digitally through your Weave Desktop App. You can also quickly send faxes from your mobile app. 

If your fax number has not yet ported over to Weave, or you do not plan on porting your fax number over to Weave, check with your current fax service provider if you are experiencing issues with your fax machine. 

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