Internet Fax


Trouble Shooting Guide for e-mail Faxes

FAXtopia uses the latest fax server technologies and runs on the Amazon cloud. The service is very reliable and we rarely have any down time. Issues can occasionally be seen with the individual wholesale carriers (Verizon, Level 3, etc.) but usually resolve themselves within a couple hours. Level 3, a major wholesale provider of fax lines, had a major outage last year that lasted a full day, affecting many thousands of phone, fax and data lines across the country. In general, we try to avoid their services.

efax problem

Testing the Fax Number

The first step is to check your fax number. Dial the number from your phone to confirm it's working. You should hear a fax tone within one ring. If you hear the tone the line, and the underlying wholesale carrier service, is working. There should never be a busy signal. A busy signal or endless ringing would mean that there is a problem with the line. Contact us and we will immediately have the carrier work on the issue.

Faxes Not Arriving

Send yourself a fax through the FAXtopia portal. You will get an e-mail response showing if the fax was successful, or an error message outlining the issue. Larger faxes, or high resolution images, can slow the process.

In general, faxes will take about one minute per page. So, if someone sends a 10 page fax it may take ten minutes to process through he fax servers and send out the e-mail. In times of excessively high volumes, fax delivery times may be slightly longer. Faxes over 30 pages can have a higher rate of failure and may need to be sent in 2 separate transmissions.

Missing Pages

Generally, faxes up to 35 pages long will process without issue. Large faxes, usually over 30 pages, can have a higher rate of failure. This is usually due to the line quality of the sending carrier. All the major phone line carriers use 'error correcting' filters on their lines. This is to help with modems and fax machine transmissions. Some of the low cost carriers, and especially VoIP carriers, do not use error correction. Thus, they may have a higher failure rate. The workaround is to send large faxes in smaller batches of 10+ pages.

Over Limit Warnings

If you exceed the 'outbound' fax limit (100 pages per month on a standard account) you will receive an 'Over Limit' warning. You can upgrade to a higher limit account if necessary here.

Resolution and 'Dirty' Faxes

Faxes in general are always sent at a low resolution, typically  72 dpi. If you use a fax 'machine' it will automatically become a low resolution document. Generally, images and colored backgrounds do not process well. If you use the FAXtopia portal to upload a high resolution document (300 dpi) the huge file size may cause issues. Click here for a sample fax page.

The best type of document is a white background with black letters, preferable in a 12 point font or larger. The term 'dirty fax' refers to the rollers in a traditional fax machine. They get dirty over time and can generate black lines and spots on a page. If you receive a dirty fax it is because of the conditions of the senders fax machine. Electronic faxes always process cleanly.

Costs of Incoming Faxes vs. Outbound Faxing

The common industry practice is to charge a flat monthly fee for fax services with limitations on both inbound and outbound fax services. We offer a $9.95 program that includes 1,000 incoming pages and 100 outbound pages per month. High volume fax accounts are also available. This industry pricing model is based on the wholesale market pricing for phone and fax lines.