What If Faxfinder Doesn't Answer A Fax Call; Where Can I Find The Smtp Error Code List; Dealing With Failed Fax Reports - Multitech FaxFinder FF440 Administrator's Manual

Appendix A – Troubleshooting

What if FaxFinder doesn't answer a fax call?

During a test call, check the Status & Logs | Fax Status page. If you do not see the Waiting for Ring state
change to the Waiting for Connect State and you do not hear modem dialup/negotiation tones:
1. Situate yourself in a place where you can see the FaxFinder and, simultaneously, use a phone on a regular
POTS line.
2. Use the POTS phone to dial one of the FaxFinder phone numbers.
3. As the call is completed, listen for fax tones and look for the Waiting for Connect message in Status & Logs
| Fax Status.
Sometimes it is possible to see activity in the LED indicators, but the flash is often too brief to notice. Listening
for the fax tones is the best method for troubleshooting.

Where can I Find the SMTP Error Code List?

You can look up these SMTP error codes on the Internet Engineering Task Force RFC repository at ietf.org.

Dealing with Failed Fax Reports

Occasionally, users may receive FaxFinder emails about faxes that failed partially or entirely. Some or all of the
faxed pages may not be readable. FaxFinder-generated emails of failed faxes include a modem log file with a
name like modem0modem1_date-time.txt.
The modem log file contains information about the communication between the sending modem and the
FaxFinder's receiving modem. This information may help prevent future errors.
When analyzing the modem log files from failed faxes:
●
Is this failure is a one-time event or is it part of a larger pattern? If it is a one-time event, it is probably
unimportant. If it is part of a larger pattern, modem log files help determine what kind of a pattern is
involved.
●
Are many failures coming from a particular fax machine or from a particular brand or model of fax
machine? If so, then check the Multi-Tech web site for applicable modem firmware updates to the
FaxFinder.
●
Have there been recent changes to the phone system or the room where the equipment is located? Verify
that phone lines are connected securely.
●
Have phone lines recently been changed or re-routed? Damaged or noisy phone lines can cause fax
failures.
Possible Solutions
●
Lower the incoming baud rate for received faxes.
●
Check Multi-Tech web site for newer modem firmware for FaxFinder and, if any is available, upgrade the
FaxFinder (see the section "Modem Firmware Update").
●
Contact Multi-Tech Technical Support on our portal at https://support.multitech.com.
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