Fax Troubleshooting
Are you still stuck after reading up on faxing in Atlas.md?
Then you’re in the right place. This article runs through some of the most common issues associated with faxing, and what to do if you run into them.
What to Do if Your Fax Fails
If your fax message doesn’t go through the first time, Atlas.md will attempt to resend the fax five times.
If it still fails to connect, we’ll notify you and provide reasons for the failure. Options to resend the fax will appear in the activity stream inside your patient’s chart.
We’ll also send an email notification to the person who sent the fax alerting them of the failure.
Reasons for a Fax Failing
There are several ways a fax could fail.
- There could be a temporary network issue
If this happens, we suggest waiting about 5 minutes, then trying to send the fax again. It’s possible the network issue was a temporary glitch and simply waiting a bit and resending will resolve the issue.
- You entered the wrong number
The fax may not have been sent if you entered the wrong number of the recipient. So always be sure to double-check that the fax number you’re sending to is correct.
- The receiving fax machine is busy
Your fax might also fail because the receiving fax machine is busy. Atlas.md will only try so many times before giving up on the transaction.
If this happens, you may have to try and resend the fax at a later time when the receiving machine is available.
How to Check the Status of Faxing
If you’ve confirmed that the number you’re faxing to is being entered correctly and is a valid number but your fax still won’t go through, there’s a chance Atlas.md’s third-party faxing service is experiencing a temporary glitch.
If you think this might be the case, you can do two things:
- Email us at support@atlas.md
- Check our status page. The status page will directly tell you if any part of Atlas.md is offline, including outgoing faxes.
What to Do When a Pharmacy Has Flagged Your Fax Number
Sometimes pharmacies mistakenly think that the prescription being sent is fabricated. When this happens, they will flag your fax number as suspicious and not always deliver your prescription.
Typically all it takes is a phone call to the pharmacy explaining the nature of faxing within Atlas.md to resolve the issue.