Sangoma FaxStation Troubleshooting Guide
Troubleshooting Guide for Sangoma FaxStation
This guide is for basic, first-level checks. No tech skills needed!
Reference Photos
Status Lights on Front of Unit
Power: Should be solid GREEN.
SYS: Should be solid GREEN. Indicates the device is communicating with the Sangoma Fax service.
WAN: Should be GREEN. May blink intermittently. Indicates a connected Internet uplink RJ45 Ethernet Cable in the WAN Port on the back of the unit.
LAN: May be GREEN and blink intermittently. Indicates if there is an active device connection in the corresponding internet pass-through LAN Port on the back of the unit. (PC, Printer, etc)
Port 1: Should be solid GREEN when at rest. When traffic is actively passing over the port, it will blink or be solid RED depending on the state of the fax attempting to be received or sent.
Port 2: Should be solid GREEN when at rest. When traffic is actively passing over the port, it will blink or be solid RED depending on the state of the fax attempting to be received or sent.
Port 3: Should be solid GREEN when at rest. When traffic is actively passing over the port, it will blink or be solid RED depending on the state of the fax attempting to be received or sent.
Port 4: Should be solid GREEN when at rest. When traffic is actively passing over the port, it will blink or be solid RED depending on the state of the fax attempting to be received or sent.
Any deviation to the above indicated working state per status light should be noted and relayed to an Ally technician in the event this guide does not help you resolve your issue.
Device Ports on Back of Unit
USB: Not used at this time. No cables should be connected.
Port 4: Allows a fax machine to connect via RJ11 cable. Communicates with the fax trunk assigned to Port 4 for this device in your SIPStation account.
Port 3: Allows a fax machine to connect via RJ11 cable. Communicates with the fax trunk assigned to Port 3 for this device in your SIPStation account.
Port 2: Allows a fax machine to connect via RJ11 cable. Communicates with the fax trunk assigned to Port 2 for this device in your SIPStation account.
Port 1: Allows a fax machine to connect via RJ11 cable. Communicates with the fax trunk assigned to Port 1 for this device in your SIPStation account.
Console: Not used at this time. No cables should be connected.
LAN: (Local Area Network) Used for network pass-through via RJ45 Ethernet cable. Allows other devices, such as PCs and printers, to share a single network connection with the FAXStation device.
WAN: (Wide Area Network) Used to connect the FAXStation device to your network and the Internet using an RJ45 Ethernet cable.
12V DC: Power Supply connection.
Reset: Used to factory default a device.
Depending on your service you may only have a single fax trunk configured on one of the numbered ports.
Consult an Ally technician before moving a fax machine's RJ11 cable to a different port number.
Do not reset or factory default your device without first attempting the troubleshooting steps in this guide and consulting Ally regarding your issue.
✅ Step 1: Check Power & Light Status
Look at the front of the Sangoma FaxStation box. Are there lights on?
Yes? Take a photo!Note which status lights are on and which ones are not.Proceed to Step 2.No? Make sure the power adapter is plugged into a working wall outlet or power strip.Try another outlet if needed.
🌐 Step 2: Check Internet Cable
Look for the Internet cable going into the back of the FaxStation (port labeled WAN).
1. Make sure it’s securely seated.
- Unplug and reconnect the cable. You should feel/hear a click indicating it is securely connected.
2. Follow the cable and make sure the other end is connected to a working ethernet uplink port.
- Unplug and reconnect the cable. You should feel/hear a click indicating it is securely connected.
📠 Step 3: Check Fax Machine Cable
There should be a phone-style cable going from your fax machine into the FaxStation in one of the numbered ports.
- Make sure it’s securely plugged in on both ends.
- Look for a label or port marked “Line” on your fax machine—reseat the cable.
🔁 Step 4: Restart Everything
- Unplug the FaxStation power.
- Wait 10 seconds.
- Plug it back in.
- Do the same with your fax machine.
⏱️ Wait 1–2 minutes for the FaxStation lights to come back on before retrying.
Note any changes to the beginning states of the status lights!
🧾 Step 5: Try a Test Fax
Send a test fax outbound from your fax machine to Ally Support at 256-740-3919.
If you need help testing inbound faxes, contact us!
If it still doesn’t work, note the following:
- What happened (e.g. no dial tone, error page, etc.)
- Time you tried to send/receive the fax
🆘 Still Not Working?
Contact an Ally Support Technician
Email: helpdesk@allyadvantage.com
Phone: 256-740-3900
Chat: Click the "?" in the bottom right-hand corner of the screen!
📌 Have this guide and any notes ready when you reach out to us!
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