Sangoma FaxStation Troubleshooting Guide

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.

Alert
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.

Alert
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.
Warning
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.

Idea
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.
  1. 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.
  1. 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.
  1. Make sure it’s securely plugged in on both ends.
  2. Look for a label or port marked “Line” on your fax machine—reseat the cable.

🔁 Step 4: Restart Everything

  1. Unplug the FaxStation power.
  2. Wait 10 seconds.
  3. Plug it back in.
  4. 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:
  1. What happened (e.g. no dial tone, error page, etc.)
  2. Time you tried to send/receive the fax


🆘 Still Not Working?

Contact an Ally Support Technician

Phone: 256-740-3900 
Chat: Click the "?" in the bottom right-hand corner of the screen!

Warning
📌 Have this guide and any notes ready when you reach out to us!

    • Related Articles

    • Using the Sangoma Fax Portal

      Logging into the Sangoma Fax Portal Browse to https://fax.sipstation.com Log in with the credentials that were provided by Ally Communications. Viewing and Downloading Faxes Click on the Fax menu item If there are multiple Fax Numbers, an arrow will ...
    • Ally Voice FAX ATA (Client Article)

      Instant Fax ATA (Store-and-Forward) Helpful links Instant Fax ATA Troubleshooting and FAQ (Client Article) Overview If you need to send/receive faxes from a Fax machine, we recommend using Instant Fax ATA's as a part of your fax solution. An Instant ...
    • Ally Voice Office Manager Training Guide

      Determine if you are an Office Manage or Site Manager. Office Managers can edit for the entire domain. Site Managers can only see/edit things assigned to the site they manage. Office Manager and Site Manager trainings will still cover all the same ...
    • Ally Voice Basic User Training Guide

      The Home Page This is the first screen seen when logged into your Ally Voice Portal. If you are having trouble logging in, first try the "Are you a new user?" or "Forgot Login Name/Password" links on the login page. If you still have trouble, please ...
    • Ally Voice Quick Reference Guide - T57W

      Quick Reference Guide Yealink T57W Web Chat – www.allyadvantage.com Phone – 611 or 256-740-3900 helpdesk@allyadvantage.com Call Handling Keys Key Description Blind Transfer During an active call, press the Transfer soft key. The call is placed on ...