DirectFax Not Working

a la mode's DirectFax service relies on the integrity of the cover sheet you use to correctly route any DirectFax items to your DirectFax inbox. If you're actively using DirectFax and you determine that certain DirectFax items are not getting through to your DirectFax account, it's likely that something may have compromised the integrity of your DirectFax cover sheet. This document explains the most common causes of DirectFax failures and how to avoid them.

Document 7019  ¦  Last updated:  01/04/2017 KMG

While it is possible that other problems, like fax machine failures, can cause DirectFax to fail, the most common cause of DirectFax failures is illegible DirectFax cover sheets.  If you find that a significant number of DirectFax items you send to your account are not arriving back in your account, it's likely that one of the following is true:

  • There is no cover sheet in your faxed packet
  • The barcode on the cover sheet is cut off
  • Handwriting on the cover sheet bleeds over into the barcode
  • The barcode is faint or incomplete due because of a near empty ink cartridge
  • The cover sheet is not the first document in the packet you fax in
  • The fax was sent in upside down
  • The fax is blurry or of a very low quality

To ensure that nothing prevents your DirectFax packet from arriving in your account:

  1. Be sure to include a DirectFax cover sheet on top of any items you send through DirectFax.
  2. Ensure that the barcode on your DirectFax cover sheet is in no way obstructed, illegible, faint, cut off, or overwritten.
  3. Take care to fax in the packet with the paper facing the appropriate direction (face up or face down depending on your fax machine).
  4. In the event that the fax you send in is blurry or of a low quality there are several things you can try:
    • Try sending the fax again. It's possible that the low quality of the fax was a one-time occurrence.
    • If your fax machine has a fax quality adjustment setting, try increasing the fax quality.
    • If neither of these options work, try faxing yourself to verify that the fax machine seems to be sending suitable quality faxes.  If the fax you send to yourself is unusually low quality, it's possible that your fax machine itself is causing the problem.  If you suspect that this is the case, consult a local technician for a diagnostic of your fax machine.

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