Instant Fax ATA Troubleshooting and FAQ

Troubleshooting

Instant Fax ATA won’t power on

You can try another power adapter if you have one on hand. Instant Fax ATA’s use a 5-volt/0.3 amp power adapter. Otherwise, the device may require an RMA.

Instant Fax ATA WAN Light is not on

1. Verify that DHCP on the Network is actually working.
   1. Check DHCP logs on the DHCP Server to verify the ATA is online.
   2. You may try a static IP or static DHCP Lease from the Firewall.
2. Check if you can ping the device, these devices do respond to ping (ICMP).
3. Reboot Network and/or Instant FAX ATA. 

Instant Fax ATA Online Light is not on

This means there is no a two-way communication between the Instant Fax ATA and Nex Gen Telecom Fax Server

1. Check to see if MAC Address is correct in the Manage DID Portal (NOT a MAC Address as a user device in the PBX Portal).
   1. These devices MAC addresses start with 00:1f:c1
2. While not usually necessary, ensure ports are not blocked outbound or inbound on local firewall.

Inbound Faxes don’t work

1. Replace the cables if possible, or ensure they are fully engaged in their ports.
2. Review fax machine settings
   1. Check Baud Rate 14,400 baud rate, ECM Enabled, no Super G3.
   2. Try simply rebooting the fax machine and/or the Instant Fax ATA.
   3. Konica Minolta and Brother Fax machines – Adjust settings to have fewer rings.
      1. If the fax machine has its dedicated fax line shared, a short number of rings (1-2) can be preferable. The fax will be received quicker lessening the chances of future interruption. As an added benefit, there is less environmental noise created from ringing.
      2. If the fax machine is on a shared phone line with multiple numbers and DRPD (distinctive ring pattern detection), fewer rings can also help for the same reason.
3. If you have another fax machine available to try, it may help with the process of elimination to confirm the fax machine is the problem.
4. Try the Instant FAX ATA on another Network.
5. If you have gone through these troubleshooting steps, please contact support.

Outbound Faxes are not working

One of the most common issues with Fax deliver-ability has to do with forwarding. Forwarding a DID to a temporary number while waiting on a port ‘might’ work, but because of the sensitivity of Fax codecs forwarding usually causes problems. If at all possible have the customer use the temporary number for inbound faxes or wait until the Port has completed.

1. Is there a dial tone from the ATA? Once powered on, and online it will produce an audible dial tone to the FXS port.
2. Verify the dialed fax number is actually valid. You can try calling the number from a different phone to see if it rings and/or get a fax tone.
3. Check fax machine logs for job success/failure.
4. Replace the cables if possible, or ensure they are fully engaged in their ports.
5. Review fax machine settings
   1. Check Baud Rate 14,400 baud rate, ECM Enabled, no Super G3.

Inbound Faxes are Low Quality, Blurry, or Grainy

1. Noise will always be introduced and quality degraded to some extent. Consider the origination end may have sent a bad quality or low contrast fax, to begin with, and test with the customer.
2. Set the Fax Machine Resolution to ‘fine’ or best available.
   1. When set to Standard, we’ve seen issues where the output is compressed or looks like it’s shrunk to landscape orientation although the sent file was in portrait mode.
3. Review fax machine settings
   1. Check Baud Rate 14,400 baud rate, ECM Enabled, no Super G3.
   2. You can also attempt lowering the baud rate, which slows the rate of transmission.

Recipients take a long time to receive Faxes

There are several possibilities for delays, which can be best avoided by using plain black and white faxes without dark areas or images. The fax machine must convert the scanned pages as a Fax signal and send them over the Fax Tone at a fairly slow data rate compared to today’s standards. Faxes with images or a lot of dark colors will take a longer time to send because more data needs to be transmitted. Long faxes will add to delays because more data needs to be transmitted.

Other possibilities have to do with failures on the recipient fax machine which may result in attempts from different carriers. If the recipient fax machine is busy the service will retry to send the fax.

Overall delays depend on file sizes and reach-ability, but most faxes should be delivered in just a few minutes.

FAQs

What are the recommended Fax Machine Settings?

14,400 baud rate, ECM Enabled, no Super G3.

Is it possible to use a single DID for voice and faxing on SkySwitch?

• It is not possible to utilize a single DID for Voice and Fax on our platform.

Can we set Multiple Fax ATAs to Use the Same Outbound Caller ID?

Yes.  Multiple Instant Fax ATA’s can be configured to use a single Caller ID. However, only one Instant Fax ATA can receive inbound Faxes in this scenario. Follow the steps below to get set up.

1. Configure one (1) Instant Fax ATA in Manage DID and have its Caller ID set as the desired Caller ID to be used by the other Fax ATAs. To know how to do this read the section above named Provisioning an Instant Fax ATA in the Manage DID Portal.
2. Contact the Nex Gen Telecom to stat your request and provide the MAC addresses of the other Fax ATAs as well as the Caller ID to be used.

Can I use an Instant Fax ATA with BYOT (Bring Your Own Telecom)?

No. Instant Fax ATAs require that the number is on the Nex Gen Telecom Platform. If you are using BYOT, we recommend porting in the specific fax number for use with any fax services.

What IP address does the Instant Fax ATA use to connect?

The IP address is subject to change, port forwarding is typically NOT necessary but can be depending on the Firewall and local network policies.

Can POE power the device?

No. The units do require a power supply.

What are the dimensions of the Unit?

4.3″ wide, 2.9″ deep, x 1″ tall

What comes in the Box?

• Instant Fax ATA
• Power Adapter
• 5ft Ethernet Cord
• 5ft RJ11 Cord

Can faxes be re-sent to the Instant Fax ATA from the server if there was an issue?

Yes, but only for a limited time. Please include information about the ATA and the faxes in a Support ticket (Mac Address, To and From Numbers, Time frames).

Can Nomo Robo be used with Instant Fax ATA DID’s?

Yes.

If a fax number is busy, does the Instant Fax ATA retry?

Yes, for outbound faxing the Instant Fax Server will receive the fax and retry 7 times, with 45 seconds in between each attempt.

For inbound faxing, faxes are queued to the ATA, but the fax server will also retry 7 times, with 45 seconds in between each attempt.

Is it possible to Block Inbound Faxes from a particular DID?

Not at this time.

Can the outbound number for a Fax ATA be spoofed?

Yes, however, we will only do this if the number is in the process of being ported in or already in your inventory. You will need to submit a ticket to have this request fulfilled.

Can we send an outbound fax with a Fax ATA and receive inbound faxes via the fax portal?

Yes, you will need to submit a ticket to have this request fulfilled.

Can we assign a static IP address to the Instant Fax ATA?

Yes, you will need to locate the DHCP address assigned by our Network and then log in to the web UI.  The web UI’s options are limited, but you can set a static IP here. The default credentials are admin/admin.

Can we control or customize the header of the Incoming Faxes? Eg: Change the time zone, etc.

No. Inbound headers are set by the sending fax machine.