No dial tone errors are most common during initial setup, after a migration or after IP address changes. They can also occur if there is an issue with your phone system or fax device configuration. This article gives information on how to troubleshoot this error.
Any FaxMaker Installation
When sending a fax the transmission report will display a no dial tone 45 error. This can also be shown in the FaxMaker Monitor or in your EHR (Electronic Health Records) software if using one.
Generally, no dial tone errors affect the system globally. Any outbound fax will receive this error from any user. This error will not be given on inbound faxes.
When a no dial tone error occurs, FaxMaker has sent the fax information to the fax device and the fax device attempts to make a connection to dial the fax number. The error is with the device, FaxMaker's fax device is connecting to, usually known as the gateway or PBX. The reason for the failure will vary depending on the type of line being used, which we will cover below. The steps listed below are general checks or concepts as they cover a variety of fax devices and systems.
Analog Fax Line:
The first general test for an analog line test is to plug a phone into the jack of the line FaxMaker uses and see if dial tone is present.
- If dial tone is present when testing with a phone, ensure you are still getting a no dial tone error, if you are then reset the fax device, depending on the fax device, modem dialogic, etc... and ensure the connection is good from FaxMaker to the device and the device to the PBX.
- If dial tone is not present when testing with a phone, then verifying with the phone vendor or provider would be the next step toward resolution. This will vary depending on your environment.
Digital Fax Line:
Most digital fax devices will have a software suite for configuration and/or a service that runs in Windows or lights on the card which tells the connection state.
- Verifying in the software or with the lights on the card, the connection is valid. This will vary per device.
- Then restart the service (if available).
- Checking the connection status in the PRI/BRI card or port in the phone system.
FoIP Fax Line:
For a FoIP (Fax over Internet Protocol) device, the issue is usually an issue with the SIP (Session Initiation Protocol) connection.
Check in the configuration software to ensure the IP address is correct. Complete a Wireshark capture to ensure we are sending invites to the correct IP address and see if there is a response.
If the capture shows invite responses:
- On the FaxMaker server, check the Windows firewall, as a test. If it is enabled, disable it and see if the responses are being registered by the fax device. Generally, this is the most common culprit. Be sure to re-enable and configure the port, commonly port 5060, to be allowed.
If the capture shows no responses from the gateway/PBX device:
- Ensure this is the correct IP address set in the XCAPI or Brooktrout configuration.
- Make sure the device is enabled and allowed to receive from/respond to the IP address of the fax server (this is common after a server migration to a new server or setting up a new fax server).
If any of the above recommendations do not resolve your issue, please open a GFI Support ticket and initially provide troubleshooting logs and if using a FoIP device, provide a Wireshark capture or XCAPI trace as well, for the quickest resolution. Be sure to reproduce the issue between enabling debug and running the troubleshooter.