E-faxing: Troubleshooting Guide

Format of a fax number

The recommend format is (xxx) xxx-xxxx but you can also add no "-" as well

Error message: No Faxtone - What does this mean? 

This means that there is an issue with the recipient number, and they did not respond with an available fax tone, in order to fulfill your request. 
This can happen if the number you have entered is not a fax machine (for example if you try to send a fax to a phone number), or possibly if the number is not active / valid. 

"Optional Content PDF files aren't supported and their pages cannot be safely extracted" 

This error message is shown if the PDF file you are trying to fax has layers/graphics incorporated that prevents the file from securely being uploaded & sent. In this instance, please convert your PDF into a different format to fax this document. These digital content layers are not compatible with a faxable format, which is why you are receiving the error. To send this document, you will have to "flatten" those layers. Here is one potential set of instructions , depending on the PDF editor you are using->  https://www.umich.edu/~eresinfo/erpm/docs/PM_FlattenPDF.html
Here is a free tool to flatten your PDF documents: https://freetoolonline.com/flatten-pdf.html

I have tried to send a fax multiple times, but it is not going through. What should I do? 

The receiving fax line is likely busy. Please re-try sending this fax in a few minutes. You will get an e-mail if the document fails to send. At this time, the Healthie system does not automatically "re-try" sending faxes during a period of busy time, so you will need to re-start this process.  

When I click on "View Fax" I only see the cover sheet. Was my entire fax sent? 

Yes, your entire fax was sent. The platform's preview only shows the cover sheet. 

Is there a limit to how many documents I can fax at once? 

No, there is no limit to the number of documents that can be faxed at a time. Just check / select the boxes you'd like to include in your fax note. 

How do providers dial a fax line?

Please have providers dial "1" before the area code. E.g., 1-833-xxx-xxxx to ensure that faxes go through.   

I would like to E-fax an Intake Form. How can I do this? 

Healthie currently supports sending charting notes and documents. If you'd like to E-Fax an intake form, please convert it to a charting template, and you'll then be able to E-fax this document.