White Label Tier 1 Troubleshooting

This article covers essential Tier 1 troubleshooting to help you resolve common issues quickly. Click on the links below or scroll through the whole article to learn more.

Failed outbound faxes
Failed inbound faxes
Caller ID issues
Email notifications not firing
Fax history filters

Failed Outbound Faxes

While some faxes are expected to fail, it should certainly not be the norm. If you or your customer received a failed outbound fax, navigate to the fax history, click the 3 dots next to the fax, click Info, and view the Fax Result Code and Fax Result:

Learn more about all fax failure result codes.

Troubleshooting steps:

• Dial the number from a mobile or landline phone to make sure it provides a fax tone
  • If it does, try sending your fax again. If it fails again, reach out to support@documo.com
  • If it does not, the fax won't be able to be delivered until there is a fax tone
     

Failed Inbound Faxes

We have limited visibility into inbound fax issues. In most cases, the sender will need to contact their provider to troubleshoot. However, there are a few things you can check on your end:

• Dial your own fax number with a mobile or landline phone to make sure it provides fax tone
  • If it does, ask the sender to resend
  • If it does not, reach out to support@documo.com
     

Caller ID Issues

In order to send an outbound fax, a valid caller ID needs to be set to a number on your account. If you want to use a number for the caller ID that is stored outside of Documo, learn how to complete a caller ID request.

Caller ID's are set on the account and user level. The user level caller ID overrides the account level caller ID. When a new user is created, the user's caller ID is inherited from the account level. It will remain as this number until it's changed on the user level.

Changing caller ID on the account level:
First, navigate to Account Fax Settings, then scroll until you find Fax Caller ID. Then, click the dropdown to select a new number:

Changing caller ID on user level:
First, navigate to My Fax Settings, then click the dropdown to select a new number:

Email Notifications Not Firing

• First, check to see if the user is suppressed in the portal. On the user's page, search the user's email. If there's a circle with a slash through it, the user is suppressed. 
  • To remove the suppression, click the 3 dots next to the user, then click User Profile
  • Lastly, click Delete Suppression under the email address

• If the email address is not suppressed, check to ensure email notifications are enabled. These can be enabled on the account and user level. If email notifications are disabled on the account level, they cannot be enabled on the user level.
  • Checking email notifications on the account level: Click Account Fax Settings, then click the Notifications tab:
    
  • Checking email notifications on the user level: Click My Fax Settings, then scroll to the bottom:
    
• If the email is not suppressed and notifications are enabled, add the email notification domain to the trusted domain list with your email provider.
• If all the above troubleshooting steps have been taken and the user is still not receiving email notifications, reach out to support@documo.com.

Fax History Filters

• To view all faxes in your account's history, click More Filters in fax history, then click the X next to your user to clear it out. Lastly, click Apply Filters.

• To view all faxes in a subaccount or department, change the Account field to the subaccount or department's name by typing the name then selecting it when it populates, then click Apply Filters.

  

If you have any other questions, please reach out to support@documo.com.