MyFax® Failure Reason

Connection Refused

Your fax did not reach the person you sent it to because the telephone network could not make a connection. Because there are so many things that can go wrong within the telephone system itself, it is impossible to know the exact reason why this happened.

Possible Root Causes

The number you are dialing may not be correct, or is missing the country code. Your default country code setting is incorrect.

Suggested Recommendation

Please try again later. If you continue to have the same problem, contact the person you are trying to fax and make sure you have the correct fax number, including the country code. Verify that your default country code setting is correct.

No Answer

The fax machine you sent your fax to is not answering. MyFax waits at least 45 seconds for an answer before giving up.

Possible Root Causes

The number you are dialing may not be a fax number.

The fax machine you are sending a fax to may not be working.

The fax machine you are sending a fax to may share the line with a telephone.

Recommendation

Please try again later. If you continue to have the same problem, contact the person you are trying to fax and make sure you have the correct fax number. If the fax number is correct, the fax machine you are sending it to may have an answer delay set to longer than 45 seconds.

Busy

The fax number you sent your fax to is busy. However in some cases an unassigned fax number may give a busy signal instead of a "not in service message".

Possible Root Causes

The fax machine may be in use.

The fax number may no longer be in service.

Recommendation

Please try again later. If you keep getting a busy signal contact the person you are trying to fax to make sure you have the correct fax number.

Invalid Number

The fax number you are trying to reach is giving a "number not in service" message.

Possible Root Causes

The fax number you have is incorrect.

You may have left off the country code ('1' for North America) when you were typing in the fax number. Your default country code setting may be incorrect.

Recommendation

Make sure you have included the country code in the fax number, or that your default country code setting is correct. Please contact the person you are trying to fax to make sure you have the correct fax number.

Invalid Response

The number you called did not appear to have been answered by a fax machine.

Possible Root Causes

A person, answering machine, or modem may have picked up.

The fax you are trying to reach may not support current fax standards.

The telephone line may be of poor quality.

Recommendation

Please try again later. If you keep getting an invalid response, contact the person you are trying to fax to make sure you have the correct fax number.

Transmission Error

A fax machine picked up but while the fax was being sent the connection was terminated.

Possible Root Causes

The fax machine you are sending to may have run out of paper.

The fax machine you are sending to may be having technical problems, or a setting needs to be adjusted.

There may be a problem with the telephone line such as too much noise, i.e. static.

Recommendation

Please try again later. If you keep getting this error, contact the person you are trying to fax to make sure you have the correct fax number. If the fax number is correct, ask if they are having problems with their fax machine.

Failed Image Conversion

One or more of the documents you are trying to fax could not be converted to a TIF file for processing.

Possible Root Causes

The document is not formatted to print either landscape or portrait

The document may be password protected.

There may be pop ups that are asking the reader to perform an action before the document can be opened.
Recommendation

Open your document to make sure there are no pop ups coming up or message boxes asking you to enter a password. Also check your page formatting to make sure the documents can be printed in either landscape or portrait. If you still have problems faxing the document, call Customer Support.

Unknown Country Code

MyFax does not recognize the country code included in this fax number.

Possible Root Causes

The number you are dialing may not be correct, or is missing the country code.

Your default country code setting is correct.

Recommendation

Please check the fax number you are sending to, to make sure you have the right number, including the county code, and that your default country code setting is correct.

Invalid Password

Your account settings require you to type a password in the first line of the email body, but that password was not found in the email.

Possible Root Causes

The password may be missing.

The password may have been typed incorrectly.

There may be information other than the password in the first line of the email.

Recommendation

Check to make sure you have entered the password correctly. Also make sure the password is the only thing typed in the first line of the email. Remember passwords are case sensitive. If you are still having problems, contact your account administrator or Customer Support at 1-866-563-9212.

Failed Credit Check

Your account has exceeded its available credit

Possible Root Causes

You may have left off the country code ('1' for North America) when you were typing in the fax number.

Your account may be in arrears.

Your credit card may have expired.
Recommendation

Check to make sure you have included the correct country code in front of the number you are faxing to. For North American fax numbers, the country code is '1'. If you don't have the '1', MyFax may think you are trying to fax to an international number. If you are certain the number is correct, please contact Customer Support.

Account Not Active

The account you are trying to send faxes from is not active.

Possible Root Causes

The account has been cancelled or suspended.

Recommendation

Contact Customer Support to make sure your account has not been cancelled or suspended, or to re-open if it has been closed.

Missing Billing Code

The administrator of your account requires you to include a billing code when sending a fax, and you have not included one.

Possible Root Causes

Your fax is missing a required billing code.

Recommendation

Check to make sure you have included the billing code. If you don't know what a billing code is, contact your account administrator. If you are still having problems contact Customer Support.

Blocked Exchange

You are trying to send a fax to a number that is blocked.

Possible Root Causes

You may have not have the correct fax number or you may need to include a '1' or other country code in front of the number. The number you are trying to fax may be a toll number.

Recommendation

Check to make sure you have the correct fax number. You should also make sure you have included a '1' if you are sending to a North American number. If you are still having this problem, call Customer Support at 1-866-563-9212.

Request Error

The fax you are trying to send could not be processed.

Possible Root Causes

The fax number may be formatted incorrectly. Your fax attachments may not have proper extensions.

Recommendation

Check to make sure your fax number is formatted correctly; remember you can not have any punctuation or spaces in the number. Also check to make sure your attachment extensions are correct. If you continue to have this problem, call Customer Support.

Fax # Excluded by Provider

You are not allowed to send a fax to this number because the number you are trying to fax is on the "Do not fax" list.

Possible Root Causes

The number you are trying to fax to is on the "Do not fax" list.

Recommendation

Contact the person you are trying to fax to make sure they want to receive a fax from you, or to ask them to unblock your number.

Bad Format

Your fax could not be sent because the fax number is formatted incorrectly. Make sure you have not included and spaces or punctuation in the fax number.

Possible Root Causes

The fax number is not formatted correctly.

Your attachments do not have proper extensions.

Recommendation

Check the number to make sure it is formatted correctly. There should be no spaces or punctuation. You should also make sure your attachment extensions are correct. If you are still having this problem, contact Customer Support at 1-866-563-9212.

Fax Transmission Stopped Manually

Your fax transmission was stopped manually.

Possible Root Causes

The customer may have requested the fax transmission be canceled.

A fax may be caught in the system causing a jam.

Recommendation

Please try again.

Failed Usage Limit

Your account has a preset limit which you have exceeded.

Possible Root Causes

You have exceeded your fax limit.

Recommendation

Contact your administrator. If you do not have an account administrator, contact Customer Support.

Too Many Attachments

The maximum number of attachments you can fax at one time is 9. The fax you are trying to send has more than 9 attachments.

Possible Root Causes

There are more than 9 attachments in your fax.

Recommendation

Check to make sure you do not have more than 9 attachments on your fax. If you do, remove the extra attachments and try sending your fax again.

Fax Number Excluded by Customer

The number you are trying to fax has blocked your fax number.

Possible Root Causes

The number you are trying to fax has blocked your fax number.

Recommendation

Contact the person you are trying to fax to make sure they want to receive a fax from you, or to ask them to unblock your number.