# Troubleshooting

This topic provides instructions for troubleshooting NuPoint Fax. If you are unable to resolve a problem after following the guidelines below, contact your distributor or technical support.

## Configuration Problems

The majority of reported problems with NuPoint Fax are caused by configuration errors. Before testing for bad hardware, check the following areas of your NuPoint Voice configuration:

- Run a System Configuration Report and verify that each line group that is used for fax transactions has fax resources assigned to it.

- Run a Fax Group Usage Report and make sure that there is little or no blockage. If there are not enough fax resources (channels) assigned to a line group, fax calls may fail.

- Examine LCOS settings to make sure that limits are set appropriately for NuPoint Fax users. See the Fax Planning section for more information on LCOS settings.

- Examine FCOS settings to ensure that the correct features are enabled for NuPoint Fax application mailboxes and users. See the Fax Planning section for more information on FCOS settings.

- Check the configuration of any mailboxes that are reporting problems and make sure that they are assigned to classes of service that support NuPoint Fax.

## Hardware Problems

If the NuPoint Voice configuration seems to be okay, the problem may be in the sending/receiving fax machine. Follow these guidelines to help isolate the problem.

- If users are reporting a problem with a specific fax machine, use a different fax machine and attempt to send and/or receive a fax using the mailbox that is having the problem.

- If you hear the prompt:

  Fax message complete

  or

  Your fax sent

the problem is probably with the receiving fax machine. Test the fax machine according to the manufacturer's instructions.

- If you hear the following prompt

  I’m sorry, I did not get your fax message

  or

  I’m sorry, I could not deliver your fax message

  - Check error logs for errors involving fax.

  - Examine fax LEDs for transmit/receive status.

Note: Although Fax is a software-only feature, the numbering scheme of "slot:channel" is maintained for backward compatibility purposes. All fax channels reside in slot 5 (5:0 to 5:5).

## Printing Problems

If users are unable to print fax messages, check to make sure that FCOS bit 110 - Make/Give to Telephone Number is enabled in their mailbox.

Parent topic: FAX Billing and Statistics