I'm not receiving faxes, or I need help with FaxCore or a fax folder

County faxes are handled electronically through FaxCore. Incoming faxes go to an email inbox or a shared fax folder instead of a paper fax machine.

I'm not receiving faxes

1. Confirm the sender used the correct fax number.
2. Check the email inbox or fax folder where that number's faxes are delivered, including Junk Email.
3. Ask the sender whether their fax machine reported the fax as sent successfully. If it failed, ask them to try again.
4. Ask a coworker who uses the same fax number whether they're receiving faxes. If nobody is, the fax line may be down. Call the Help Desk at (704) 283-3834 x5000.

I can't open, move, or delete a fax in a fax folder

• Close the fax file anywhere it's open, then try again. Files that are open can't be moved or deleted.
• If you get "Access denied," you may not have permission to change files in that folder. Submit a ticket with the fax folder number or path.

Need a new fax number or fax folder, or access to an existing one?

Submit a ticket with the fax number (if one exists), who should receive the faxes, and your supervisor's approval.

Important: Faxes often contain protected health or client information. Don't forward faxes to personal email addresses.

Still need help?

Contact the IT Help Desk at (704) 283-3834 x5000 or submit a ticket at https://unioncountyit.zendesk.gov/hc/requests/new. To get it fixed faster, include: the fax number, where faxes should arrive, the sender's name, and roughly when the fax was sent.