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Customers sometimes get "Failures" faxing orders to us.

We have Xerox Fax Machines that many customers fax their orders into us from around the country. However there are two customers that when they try to fax us get Failed fax status when they try to send in their orders. Everyone else's faxes are fine except these two sites that try to send info and for some reason can't get through. Is this possibly a setting on thier machine or a 800 toll free network issue? Seems to be more on their side is where the problem is but it is a customer and it is hard to tell them that. Any ideas what might be the problem on their end?

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  • glhyde May 29, 2009

    I am not sure of the type yet or age of their machines however sometimes they get thru and other times their machine gives them a Failure status on their end yet everyone else can fax our xerox machines fine. For the moment it it just two customers that intermtently are having a problem.

  • blueextc3221
    blueextc3221 May 11, 2010

    they may have a slower uncompatible machine.

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This might be a case where old tech meets new tech.
Some older machines cannot keep up with new machines, baud rate.
One has to be slowed down( The New machine).
If the problem is the old machine, try buying a new fax machine.
Because the technology is changing rapidly, software on the machine physicaly might be outdated.
Make sure the phone lines are working properly, can only be checked by the telephone company, not a 3rd party inhouse maintance person.
If the machine has a telephone converter, analog converter to digial, this can be the problem, and with no real solution, because the machine is using the internet for telephone usage even with a new machine.
Good luck.

Posted on Oct 16, 2009

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They might have DSL or some other digital fax line.

Posted on Jun 04, 2009

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