Consensus | General Issues
Summary
Since Consensus is an eFax service, there isn't going to be a lot of troubleshooting, but you can look for obvious things first such as internet and connectivity. Please keep in mind that eFax emulates real FAX machines. It could average about a page per minute.
There is no busy line when someone faxes you. eFax service uses a multi-threaded line, therefore multiple people can eFax you at the same time.
Troubleshooting
1. Check your computer's connectivity (if applicable.)
- If you're on a desktop, check your network cable. If it shows you're connected, check your internet by visiting different websites.
- Check your Wi-Fi if using a laptop without the docking station. As long as you have internet, it should work.
- Laptop on a docking station. Your laptop can still use Wi-Fi while connected, but your docking station should have an ethernet cable plugged behind the docking station. Ethernet cables are more reliable. If the cable is missing, find a cable or get maintenance to get you one.
2. Verify if there is an internet outage. There is a difference between connectivity and internet service. Your computer can be connected to the network, but the network itself may not have internet service. Visit any public website in your browser such as msn.com, yahoo.com, or youtube.com. If those websites open, then you have service. An outage means the entire hospital is experiencing the same issue.
3. Check your Consensus Dashboard. The message failures marked in red should give you an indication.
4. If you're not receiving, check "My Intake." You can view the "Activity" of the fax. It should tell you what the problem is.
5. If you're not sending, check "Release." You can view the "Activity" for failed faxes.
If you hover over the "Failed" message, it will also show "All Activities." The error code could be useful if you create an incident with Concensus. It's not a big deal if you don't have it since the Consensus support team will have visibility of the error as well.
Troubleshooting - not receiving (my intake)
1. If you're NOT receiving.
- Try a simple test by dialing your own FAX number. You should hear it ring a few times and then pick up the sound of the modem.
- Send a FAX to your eFax number from any of the three copiers in your building. There is one in administration (Work Room) and one at each Nurse Station Main (floor printer). There should be a label on the copier with the FAX number.
- Have the sender send a FAX to any of your three FAX machines in your building as a work around. There is one in administration (Work Room) and one at each Nurse Station Main (floor printer). There should be a label on the copier with the FAX number.
2. If you're sending, but they aren't receiving.
- Try dialing the receiving end's FAX number. You should hear it ring a few times and then pick up the sound of the modem. If you don't hear it, then the problem is on their side.
- Send a test FAX to one of your own FAX machines. There is one in administration (Work Room) and one at each Nurse Station Main (floor printer).
- There is a possibility there is a billing issue with the account. If this is the case, the vendor will stop service. The IT department will work with our company's Finance department and investigate.
No sound of ringing or the modem indicates a problem.
If you suspect it's Consensus, let us know and we can contact Consensus on your behalf, or you can contact them directly as well. They'll want your eFAX number or your email. Please don't use the 8x8 number as this is forwarded to your eFax number.
Consensus Support
Mon-Fri: 5:00 am – 5:00 pm Pacific: (844) 804-1234
You can email support: support@consensus.com
If you need assistance from your IT department, you can create an incident with us. However, we would recommend that you try the troubleshooting steps mentioned above first.