ENA SmartFax

Troubleshooting Guide

Problem Sending SmartFax

Please follow these steps in sequence, testing as necessary after each/any change is made:

  1. Make sure SmartFax ATA has the following connections firmly made and the power LED on front of ATA is illuminated green.
    • Power - 12VDC port connected to standard 110v power source/outlet using ENA provided power adapter.
    • Network - WAN port connected to network jack (or switch port) using straight-through network cable.
    • Note: The network cable should not be connected to the LAN/PC port on the ATA.

    • Fax - Phone port 1 connected to the Line port of the Fax Machine using a standard 2-wire telco cable.
    • Note: For standard deployments, phone port 2 should not be used.

  2. Make sure fax machine is powered on, not in sleep mode, not low/out of memory, and is set to DTMF (not Dial Pulse).
  3. Power cycle fax machine.
  4. Make sure ATA is on its own dedicated network drop.
    • Cannot share network drop with another networked device (like a multi-function printer/scanner/copier/fax).
    • Less preferred, but often acceptable to use an unmanaged Ethernet switch deployed at the existing network drop to support other data-networked devices alongside the fax ATA.
  5. Make sure you have dial tone when you go off hook on the fax machine.
    • If no dial tone, check for incorrect or disconnected telco cabling between phone 1 port of fax ATA and line port of fax machine.
    • If telco cabling is undamaged and correctly connected and there is still no dial tone at fax machine, escalate to ENA CTAC.
  6. Make sure the fax transmission attempt is being dialed as 10 digits (like dialing from a cell phone).
    • Make sure the fax machine is not pre-pending an area code or an 8 or a 9 to the dialed number before signaling the fax call.
  7. Check for error codes from the fax machine when attempting to send.
    • Use the error code or reason to further troubleshoot or document error code/reason to provide to ENA Support.
  8. Locate and use the fax machine model troubleshooting guide for additional troubleshooting steps to try.
    • As needed, document and provide the fax machine make and model to ENA Support.
    • As needed, provide the link to fax machine's electronic user guide to ENA Support.

Problem Receiving SmartFax

Please follow these steps in sequence, testing as necessary after each/any change is made:

  1. Make sure SmartFax ATA has the following connections firmly made and the power LED on front of ATA is illuminated green.
    • Power - 12VDC port connected to standard 110v power source/outlet using ENA provided power adapter.
    • Network - WAN port connected to network jack (or switch port) using straight-through network cable.
    • Note: The network cable should not be connected to the LAN/PC port on the ATA.

    • Fax - Phone port 1 connected to the Line port of the Fax Machine using a standard 2-wire telco cable.
    • Note: For standard deployments, phone port 2 should not be used.

  2. Make sure fax machine is powered on, not in sleep mode, not out of paper, not out of toner, not low/out of memory, and is SET to auto-answer.
  3. Make sure fax machine is set to "Fax Only" and not set to "Fax/Tel."

  4. Power cycle fax machine.

  5. Make sure ATA is on its own dedicated network drop.
    • Cannot share network drop with another networked device (like a multi-function printer/scanner/copier/fax).
    • Less preferred, but often acceptable, to use an unmanaged Ethernet switch deployed at the existing DATA LAN network drop to support other data-networked devices alongside the fax ATA.
  6. Check for incorrect or disconnected telco cabling between phone 1 port of fax ATA and line port of fax machine.
  7. Check for error codes on the fax machine when attempting to receive.
    • If present, use the error code or reason to further troubleshoot or document error code/reason to provide to ENA Support.
  8. Locate and use the fax machine model troubleshooting guide for additional troubleshooting steps to try.
    • As needed, document and provide the fax machine make and model to ENA Support.
    • As needed, provide the link to fax machine's electronic user guide to ENA Support.