Troubleshooting incoming faxes
I can't see my faxes. What should I check?
Check the filters at the top center of your screen. If any filter box shows a number, a filter is on. Adjust or clear the filters so they include the faxes you expect to see.
Someone else can see a fax that I can't. Why?
The fax may be in a queue you don't have access to. Ask your admin to add you to that queue, if appropriate.
The fax may be in the practice inbox. Ask your admin to check Can view practice items on your user record. They can find it here:
In the left-hand menu, click Inbox.
Click Admin, then Users.
Select your user, then click Settings.
Check Can view practice items and save.
I can't see today's faxes. What should I check?
Sort by Added (newest first).
Make sure you're on the first page of your Inbox.
How do I see more items on one page of my Inbox?
In the left-hand menu, click Inbox.
Click Admin, then Users.
Select the user, then click Settings.
Change Items to show on one page to a larger number and save.
Troubleshooting outgoing faxes
My faxes to one recipient keep failing. What should I do?
Call the recipient's fax number from a landline or cell phone to check that it's still a working fax number.
How do I keep my fax number from being blocked when I send faxes?
Use a valid fax number as your From number. This also applies if you send faxes through the Updox API and add a caller ID. An invalid or disconnected number can cause other carriers to block your faxes.
Warn recipients before a large, one-time fax. If you're sending an unusually large fax, ask the recipient to tell their fax carrier to expect it. This helps keep your number from being blocked.
Fax numbers blocked by carriers
Note: This section is about phone carriers blocking your fax number. It isn't about the Updox Fax Blocklist, which you use to block spam faxes coming in to you. See the Fax Blocklist Overview article for that.
What does it mean when a carrier blocks my fax number?
Fax carriers can block a fax number, much like they block reported spam texts. The receiving carrier sets the block. Carriers look for numbers that call many different numbers at high volume with a high failure rate.
How do I get a carrier block removed?
There are two options:
Ask the recipient to contact their fax carrier. The recipient can confirm the block and tell the carrier that your fax number or caller ID isn't spam and shouldn't be blocked.
Report it to the carrier directly. Some carriers let you tell them that a number isn't spam:
T-Mobile: https://feedback.forsvt.com
Sprint / US Cellular: http://reportarobocall.com
NoMoRobo (Cox, Xfinity, VoIP, general): https://nomorobo.zendesk.com/hc/en-us/requests/new
Charter / Spectrum / Time Warner: https://spamreport.spectrum.com/charter/#
Note: Updox doesn't maintain these websites. Contact the carrier with any questions about them.
Fax best practices
Uploading files with the + button is slow. Is there a faster way?
Yes. Drag and drop files into Updox instead. Drag-and-drop uploads run in the background and are faster.
You can also use Updox Print to Inbox to send documents to your Updox Inbox more quickly.
What's the difference between Print to Fax and Print to Inbox?
Print to Inbox sends documents from your EHR, a website, or another application to your Updox Inbox.
Print to Fax faxes documents from your EHR, a website, or another application directly.
Can I rotate or flip a range of pages at once, like 1-3, 6, 7-10?
Not right now. The development team knows this is a priority.
What's the maximum number of pages I can fax at once?
400 pages. Larger faxes take longer to process.
Fastest way to import a large file: the Updox Central Printer or Updox Virtual Printer.
Not recommended for large files: drag and drop. A 400-page file can take a long time.
Does my fax machine work with Updox?
No. Updox and fax machines don't connect to each other. Many practices disconnect their fax machine so they only have to check one system.
Can I forward my Updox fax number to another fax number?
No. Updox is an electronic fax (e-fax) service, so Updox numbers can't be forwarded. To move your number to another provider, start a port request with your new fax carrier.