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Error occurred on sending fax. UserName, Password or IP Address failed login validation.

Error Message:
Error occurred on sending fax
Login not successful. UserName, Password or IP Address failed login validation.
Organization ID: XXXXXXXXXX
Organization Fax Number: 866XXXXXX

If you see this error message, please submit a case to support through contact support page. In case detail, copy/paste the full error you received which should show your Salesforce organization ID and assigned fax number through A5 Fax app. With these details, support team can investigate and resolve for your fax number settings.

Troubleshoot Failed Apex Automation

If you have created Apex automation and the fax record is not getting created or fax gets stuck in sending, you can review the following steps to help troubleshoot:

1. Re-review the Apex article and steps for how to setup code: Make sure the send with outbound message is True.
2. Check that workflow on sent fax object: Check that outbound message is Active.
3. Check your files permissions: may need to have “Query All Files” enabled for the user who granted access for Fax app under fax configuration tab.
4. If you are not able to resolve and not sure what to do next,  you can contact Support to provide org ID and our app expert team can check any debug logs for your org to see if able to find more information to help troubleshoot. You can also purchase premium app support and provide A5 Apps support with login access to org and the steps to recreate same automation issue with test record.

Error occurred on sending fax – 30MB ceiling

Error occurred on sending fax
Request content length (38237546) has exceeded our 30MB ceiling Organization ID: 00D6000XXXXXXX Organization Fax Number: 866-XXX-XXXX Fax SFID: a2I0e000001DaRCEA0

You may see this error message if trying to send an outbound fax for a file that is over 30 MB. The limit on file size within eFax platform system for outbound is 30MB so you would need to send a fax with a lower file size.

Error Message: Answer detected probable human

Fax Error Message: Answer detected probable human

Fax Expert Reply: A human picked up the fax line or interrupted the fax call and it did not go through on final fax retry. Most likely someone picked up at the other end or the number may no longer be in service as a fax number. If you find that this same error happens and it works to send a fax to this recipient by using another type of telco service, you can contact Support to provide the sent fax detail (your fax number, the fax number you sent to (including country code if applicable), and the date/time sent. Then support team can escalate to eFax developer team to test further and provide more feedback back to you.



A5 Fax HIPAA Statement

Note: This statement is being provided to you because you have indicated that you use or wish to use A5 Fax® for the purpose of sending and/or receiving faxes that may include “protected health information” under HIPAA/HITECH, and not for the purpose of storing any such faxes. Use of other A5 Apps services or the use of A5 Fax® to store such faxes may raise additional concerns, and must be addressed separately. This statement applies only to customers who are “covered entities” and/or “business associates” under HIPAA, as those terms are defined therein. If you are not such an entity, then this statement does not apply to you. 


The purpose of this statement is to explain (i) A5 Apps status under HIPAA1 and the HITECH Act2 in providing fax transmission services to you and, (ii) that HIPAA does not require you to enter into a “business associate agreement” (“BAA”) with A5 Apps in order to use these services.3 By way of summary, HIPAA’s Privacy and Security Rules (“Final Rules”), which are attached hereto as Exhibit A (see highlighted text), make clear that in providing transmission services – that is, services that allow you to send and receive faxes – Ramsey is not performing any services that would render it a “business associate” under HIPAA. This is because the Final Rules specifically provide that “data transmission organizations” like A5 Apps that “do not require access to protected health information on a routine basis” are “not [to] be treated as business associates” because they are acting as “mere conduits” with respect to the “protected health information” (“PHI”) at issue. As such, HIPAA does not require you to enter into a BAA with A5 Apps, and you are free to avail yourself of the A5 Fax® service without having such an agreement in place.


The Limited Scope of HIPAA’s BAA Requirement 

HIPAA does not require a “covered entity” and/or “business associate” to enter into a BAA with each and every vendor that might receive PHI. Rather, HIPAA’s BAA requirement applies only where the vendor, by virtue of the services that it is providing, qualifies as the “business associate” of a “covered entity” or a “subcontractor” of a “business associate,” which effectively puts the “subcontractor” on equal footing with a “business associate.” If the vendor does not so qualify, then HIPAA does not require the “covered entity” to enter into a BAA with that vendor.


A5 Apps Status Under HIPAA

The Final Rules make clear that the A5 Fax® service provided by A5 Apps is not one that requires “covered entities” or “business associates” to enter into a BAA with A5 Apps. The Final Rules clarify that “data transmission organizations” like A5 Apps that “do not require access to [PHI] on a routine basis” are “not [to] be treated as business associates.” As the Final Rules explain, this clarification is consistent with the Department of Health and Human Services’ longstanding interpretation of the definition of “business associate” as excluding “entities that act as mere conduits for the transport of [PHI] but do not access the information other than on a random or infrequent basis.” Specifically, the Final Rules provide that such conduit services, which expressly include electronic courier services, do not entail “‘access on a routine basis’ to [PHI],” which comprises a necessary condition for “business associate” status. Furthermore, to the extent that A5 Apps must occasionally access faxes transmitted by you over A5 Apps’ network (e.g., as part of an effort to verify that our customers’ faxes are arriving at their intended destinations), the Final Rules are clear that such “occasional, random access” falls short of the requisite “routine” access. Thus, the Final Rules conclusively establish that A5 Apps is not acting as your “business associate” in providing fax transmission services to you.


1 The Health Insurance Portability and Accountability Act of 1996, Pub. L. No. 104-191. 

2 The Health Information Technology for Economic and Clinical Health Act, Title XIII of the American Recovery and Reinvestment Act of 2009.

3 The purpose of this statement is purely informational. This statement is provided as part of A5 Apps business negotiations with you and neither constitutes nor should be viewed or relied on as legal advice by you or anyone else. Neither A5 Apps nor its attorneys are acting as your attorney. 


In Light of A5 Apps’ Status, a BAA is Not Required

Because A5 Apps is not acting as your “business associate” in providing fax transmission services to you, HIPAA imposes no obligation on you (or A5 Apps) to enter into a BAA.


See this article for A5 Fax App Security Statement


Formats Used for Faxing

  1. SENT FAXES: When sending an outbound fax, you can select a PDF attachment or PDF File that is available on your computer, documents tab or recipient’s attachment/file if you are sending a fax from related object record that has existing attachments/files on that specific record (existing attachments or files will show under “Recipient’s Attachments/Files).

  2. If you are using PDF Files for faxing and not able to view Files that you are not the owner of or your fax is getting stuck in sending status, please review this article for more detail.
    1. Although you can use a File to send a fax, A5 Fax app appends a barcode an creates an Attachment related to the Sent Fax record for what PDF was sent. There will be two attachments showing on each Sent Fax, one is PDF format that is actual fax sent and the other is JPEG format to show you a preview image of the fax that was sent. You can also click the “View Fax” hyperlink to open fax attachment.
    2. You can still see related attachments on sent fax layout in Classic or LEX.
    3. Optionally, we can configure your outbound fax settings to be able to fax with TIF or TIFF format rather than PDF. You can request this configuration to Support and include your assigned fax number.
  3. RECEIVED FAXES: When receiving an inbound fax, the only allowed format at this time is PDF format.
    1. After you receive a fax, a received fax record will be created and showing under your received fax related list. There will be a PDF attachment which is the actual fax and then a JPEG attachment which shows the preview image of the fax received. You can also click the “View Fax” hyperlink to open fax attachment.

Error Message: This site cannot be reached,

Error Message: This site cannot be reached,

Solution: This error can happen if trying to click “grant access” under fax configuration tab and you have an older package version installed prior to our app rebranding. To resolve, please upgrade your app package to what we have installed on AppExchange:



Update A5 Fax with new domain/URL for pre Feb 2019 version

If you had installed A5 Fax prior to February 2019 you must update your A5 Fax app along with the url/domain it points to following the steps below.

1. Update App from AppExchange
2. In Salesforce, go to Setup-> Security -> Remote Site Settings
3. Click edit on “Fax Service”
4. Change “Remote Site URL” from “” to ““, and Save.

Custom Send Fax Button from a List View

Full Use Case: I would like to setup a custom “send fax” button on Contact object so I can mass generate many faxes to be sent at once from a Contact list view. How can I setup this process?

App Expert Reply: You can have a button click to VisualForce page to process and basically Apex to create sent fax records. For example, you can modify a field on a list view for whole list and that sets off a workflow to create a sent fax record. It depends on your process and what makes sense for how to configure mass fax in most efficient way though you can create any custom process that results in creating sent fax records. If you would like, we can help solidify your process and build the solution for purchased premium support hours.

Barcode Feature Best Practices

If you are sending an outbound fax that will be sent back to you as an inbound fax (example signed prescription approval), then you can utilize the barcode feature to auto relate the received fax back to the same sent fax record/object record you sent the fax from.

Best practices when setting the barcode on sent fax:
1. Suggest to have two barcode images on the sent fax, in separate areas (example one in top right and one in bottom left) if space allows. Barcode images can be different sizes if needed.

2. Do not place the barcode image over other text or dark areas of PDF. Should be placed on white/blank area of PDF.

3.Larger images of barcode allow for better resolution of barcode image to be read by app. You can modify the size of the barcode image, enlarging it or making it smaller.

4. Place barcode image(s) away from the border or edge of PDF to ensure it does not get cut off. As fax travels through platform, it can be shrunk or part of PDF cut off so important to keep this in mind.

5. When adding barcode image to sent fax record or configuring automation setting, the unique barcode image will be placed on all pages of the PDF. When this PDF is faxed back to you by recipient, the barcode should still be on first page of received fax and all pages.