Overview

This article addresses common inbound fax failures, specifically the errors 'Timed out waiting for the first message' and 'The call dropped prematurely'. Both issues typically originate from the sender's side. Follow the steps outlined below to understand and troubleshoot these errors.

Error Descriptions

1. Timed out waiting for the first message:
   • Description: This error occurs when the fax system takes too long to establish a connection with the sender, causing the system to time out and end the call without receiving any pages.
2. The call dropped prematurely:
   • Description: This error happens when the sending side disconnects the call too quickly, resulting in an incomplete transmission and no pages being received.

Possible Causes

• Incorrect configuration of the sender’s fax machine.
• Unstable or noisy phone line connections.
• Premature disconnection from the sender’s side.

Troubleshooting Steps

To resolve these errors, please follow these steps:

1. Verify the Sender’s Fax Machine Settings:

   • Ensure the sender’s fax machine is properly configured and functioning correctly.
   • Confirm that the sender’s fax machine settings match the standard fax protocol requirements.

2. Check the Phone Line Connection:

   • Ask the sender to verify their phone line is stable and free from interruptions or noise.
   • Suggest the sender check for any loose connections or line disturbances.

3. Resend the Fax:

   • Advise the sender to attempt resending the fax. Sometimes, the issue can be resolved by simply trying again.

4. Contact the Sender’s Fax Service Provider:

   • If the problem persists, recommend that the sender reach out to their fax service provider for further assistance. There may be issues on their end that need professional attention.

Additional Support

If the above steps do not resolve the issue, please contact our support team for further assistance. We are committed to ensuring you receive your faxes without any problems.

• Support Contact Information:
  • Email: support@theteklink.com
  • Phone: 877.3876002

Conclusion

By following the troubleshooting steps outlined above, most inbound fax errors related to 'Timed out waiting for the first message' and 'The call dropped prematurely' can be resolved. Ensuring proper configuration and stable connections on the sender's side is key to preventing these issues.

For ongoing issues, our support team is here to help. Thank you for your cooperation and understanding.