FAQs - Technical Issues

Below are common failure reasons that can occur during the fax to email process. The explanations provided for each error code should allow you to troubleshoot when you receive or send a fax online by your computer PC, tablet or phone. For additional support, however, our helpful technical team, located in British Columbia, Canada, is available 24/7. You also may contact us by phone at (866) 554-0263. In addition, you might wish to review our how SRFax works page.

Common Failure Reasons:

1. 1. Failed Final call progress: Normal busy / Busy / Busy (TP)
      The fax number provided was busy and the fax failed because the line was busy even after the default six retries.
   2. No answer
      The fax number provided does not answer. Contact the destination; their fax machine may be out of paper or unplugged.
   3. No remote fax device
      The Fax number provided does not give a fax tone when answered. Contact the destination; the number may be a Voice/Fax number and needs to be switched to fax to receive your transmission.
   4. Remote Fax Aborted
      This means that a connection was established with the remote fax, but during the transmission of the fax the remote fax disconnected the call. The primary cause for this is generally a poor connection to the destination fax machine. Another common reason is that the destination fax is connected to a VoIP (internet phone) line.
   5. Special Information No Circuit Detected tone.
      This means that when we dial the number we received a special tone from the exchange indicating an error on the number. We suggest your test the number by calling it from a land line to see if you can get through or change the fax number.
   6. Special Information Intercept tone.
      When the number was called we received a Fast Busy which generally means the number is no longer in service. We suggest you test the number by calling it from a land line to see if you get a fax tone.
   7. Failed Hangup: No loop current. (3)
      This means that once we dialed the number we got dead air, no ring tone and no answer. We suggest you test the number by calling it from a land line to see if you get a fax tone.
   8. Recorded answer
      This usually occurs if the destination number is answered by an automated attendant. Please contact the destination to get a valid fax number.
   9. Ringing, but no answer (T.30 timeout).
      This means that the number dialed rings but the call is never answered.
   10. Failed Alerting No Answer.
       This means that the number dialed rings but the call is never answered.
   11. Unknown country code
       Check fax number and resubmit, or contact the destination to confirm the fax number.
   12. Special Information Vacant Code tone.
       This means the number dialed is no longer in service. We suggest you test the number by calling it from a land line to see if you get a fax tone.
   13. Failed Hangup: No answer, T.30 T1 timeout. (11)
       This means that the number dialed rings but the call is never answered.
   14. Network Error
       If the number is a local number the number being called is invalid. Contact the destination and confirm the fax number.
   15. Unallocated Number
       This means the number dialed is no longer in service or cannot be reached due to a routing issue. We suggest you test the number by calling it from a land line to see if you get a fax tone.
   16. Toll Free Restricted Area
       The number being called is an 800 number that has a restriction placed by the owners that does not allow calls from our area code. Contact the destination and get their land line fax number.
   17. Unspecified
       If our servers cannot determine the reason for a fax failure then the reason returned will be Unspecified.