Fax forwarding issue

[Qball]

New install on a MP C2004. They want to fax forward to an email address. The scan to email works. It's office 365 for the smtp server. When a fax comes in, it receives properly, then shows that it's forwarding to the email address, then the message goes away, the machine fires up, spits out a communication failure report (E-1) then prints the fax. Printing is turned off for forwarding but I get that it's printing due to the forwarding failure. If I set forwarding to the share folder, it works as advertised.

One thing that's peculiar, with the phone cord unplugged and on hook activated, there's some high pitch sound coming from the speaker.

Without forwarding activated, they do receive faxes.

Not sure where to go from here. Maybe replace the fax board or re seat it.

Any ideas?


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[aktasson]

https://youtu.be/wEscowGqFrQ How to - Fax Forwarding
Did you do the inital procedure for the fax board @ workshop pre-installation?

[tjvincent]

Do you have auto specify sender turned on ?and you also need
An admin email

[Qball]

https://youtu.be/wEscowGqFrQ How to - Fax Forwarding
Did you do the inital procedure for the fax board @ workshop pre-installation?

Thanks for the video. Yes, the machine is pre-flighted in the shop then sent to the account where we do the install.

I did verify the fax forwarding setup and it's follows the video you sent.


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[Qball]

Do you have auto specify sender turned on ?and you also need
An admin email

I do. Scan to email works. If I send a scan to the email address I'm trying to forward to, it works. Just when the machine tried to forward to it, it fails.


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[copier tech]

Does the machine send faxes ok?

That sound you mention with the line cord unplugged & on hook making a loud noise doesn't sound right.

[Qball]

Does the machine send faxes ok?

That sound you mention with the line cord unplugged & on hook making a loud noise doesn't sound right.

It does send faxes and receive faxes. Seems a bit slow for a single page fax but it does send. You're right, though, the sound coming from the fax speaker when on hook and no phone line connected doesn't sound good.

I'm in the process of updating firmware right now. We'll see how it goes. I just realized that this is an ex model. Didn't notice that until I went to look at the product code for the latest firmware.


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[Qball]

I have some follow up with this issue. Seems that it's a office 365 problem. I updated firmware with no change. Got on the phone with tech support. They had me try a different email server altogether. It was ASPMX.L.Google.com. It went through port 25 with no authentication. But it only will send to a gmail account. With this setup, forwarding worked. Changed it back to office 365 and forwarding failed. Got in touch with their IT they're going to wrk on it. In the mean time, we set up a separated share folder for faxes to be forwarded to. Customer is happy with this.


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