Overview
This guide helps resolve issues when sending eFaxes to certain fax numbers that the system does not recognize or rejects. The issue often occurs when the fax number is incorrectly formatted, missing from the system configuration, or incompatible with the eFax service.
Steps to Troubleshoot
1. Verify the Fax Number Format
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Ensure the fax number is entered in E.164 format:
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US Example:
+1 555 123 4567 -
AU Example:
+61 2 9876 5432
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Avoid spaces, parentheses, or dashes when possible.
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If the receiving fax requires a specific dialing prefix (e.g.,
9for an outside line), confirm if it should be included.
2. Check if the Fax Number Exists in Evo Voice
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Some eFax routes may require the fax number to be set up in the Evo Voice system before sending.
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If the fax number is not in the system:
- Follow our guide: Setting Up New Fax Lines in Evo Voice
3. Confirm Fax Service Routing
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In Evo Voice, ensure the sender's fax line is configured to use the correct fax provider route.
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If multiple fax providers are in use, test sending via a different route if available.
4. Test with Another Fax Destination
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Send a test fax to a known working number (such as your own or a test line) to confirm your line is functioning.
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If other numbers work but one specific number fails, it could be an issue on the receiving fax machine’s side.
5. Contact Evo Support
If the issue persists:
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Gather:
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The problematic fax number
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Date/time of the failed attempt
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Error message (if displayed)
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Open a support ticket so Evo Tech can investigate the logs and verify connectivity.
Summary
Incorrect fax number formatting or missing fax line setup is the most common cause of eFax failures to specific numbers. Always verify format, ensure the fax number exists in Evo Voice, and test with alternative numbers before escalating.