MNET Services>Telecom Voice>Fax>Frequently Asked Questions (FAQ)

A version of this document is also available as a PDF.

How do I contact the MNIT Service Desk?

Remember only authorized and trained coordinators are to contact MNIT' s Service Desk. End-users are to contact the designated coordinator within the agency. This is especially important on fax receive problems, due to the involvement of the agency's / user's email setup.

By phone,

  • Call 651.297.1111 (see all options at contact).
  • Listen for menu option for the e-Fax Service.


When should I choose the e-Fax Service over email?

  • A faxed document is sent and received as a multi-page TIFF image file with an extension of .TIF.
  • If you need to send or receive an editable or portable document such as a .PDF, use email.
  • Inbound faxing is great for working with signed documents - the sender can transmit a signed document to your fax number using either a traditional fax machine or a digitized (scanned) image that's sent via a fax application such as our e-Fax Service.
  • Note about signatures: digital signatures are usually a function of a computer-based application. Today, the e-Fax Service is not integrated with such applications. For documents such as contracts, orders, and certifications, the recommended approach is to sign the document by hand, scan it to a file stored on a computer, and then fax it.
  • Outbound faxing lets you send a document (such as a Word or Excel file) as a printed fax to a traditional fax machine, or to another e-Fax Service or fax server if more convenient or appropriate than email.

What are the names I will see in conjunction with this service?

  • MNIT calls the this service e-Fax Service.
  • The manufacturer's name for our platform is RightFax.
  • The manufacturer of RightFax is Captaris.

How do I set up my mail client?

  • Normally, no special configuration is required.
  • If a user has an individual fax telephone number for inbound faxing, and wants to ensure that the faxes are routed to others in case of their absence, you should contact your desktop support team to configure the user's mail client. Note that we can configure the e-Fax Service to copy faxes to additional co-workers as required.
  • If a user wishes to have all inbound faxes collected in a folder, the user should use their normal mail client configuration options to set this up.
  • If a user is having trouble receiving inbound faxes, you can:
    • check the mail client "junk mail" or "spam" configuration and see if the faxes are going into that folder; or
    • try having a co-worker send the user a fax using the e-Fax Service, then check the sender's WebUtil log to see if the fax was successfully sent.

What can I do with the WebUtil program?

  • This program is part of the e-Fax Service web site.
  • You can use the WebUtil program to change your password.
  • Consult the documentation on the web site to learn the additional features available within the program.

What are some typical behaviors?

  • When opening an inbound fax, the application that launches so you can view the fax should be eitehr Microsoft Office Document Image or Windows Picture and Fax Viewer (assuming that you are on a Windows system and have not changed the related configuration). If another graphics programs is opening instead and the other program is causing viewing problems, contact your desktop support center to correct the problem.
  • The identifier number attached to an inbound fax that comes in cannot be changed: it is automatically generated by the system.
  • The Subject line on an outbound fax cannot be changed: the system fills it automatically.
  • The From address on a fax received through the e-Fax Service will be "e-Fax State of MN".
  • When monitoring the success of an outbound fax via the WebUtil program, note that the system attempts to send five times before stopping and saying the fax is unsuccessful.
  • Certain fax machines that are receiving faxes from the e-Fax Service will sometimes fail to receive successfully, and the outbound fax gets marked as &qout;incomplete." This situation is beyond the control of our system, as it concerns the machine on the other end.
  • Generally, sending can entail more complexities than receiving - "it is easier to receive than to give."
  • When sending an attachment, you may get an error message and the attachment may not upload nor transmit successfully. If this happens, check the attachment for a large and/or uncompressed graphics file. Ntoe that normal complex logos, Visio diagrams and design elements generally have no problem being faxed successfully.
  • There is no way to suppress a cover sheet for an outbound fax.
  • Custom cover sheets designed by the customer can be configured per user.
  • If no custom sheet is defined, the user's outbound fax carries a generic cover sheet.

What are some best practices for outbound Faxes?

  • Use simple fonts such as Arial or Verdana whenever possible.
  • Use black-and-white images and text instead of color.
  • Avoid various shades and halftones in graphics.
  • Photos sometimes do not fax clearly, even in black-and-white.
  • Keep vertical lines in the document to a minimum.
  • Do not use black backgrounds with white lettering, as it increases transmission time and is not as clear as white background with black lettering. Example: Not this.
  • Margins at top and bottom should be a minimum of one inch.
  • Always check your original document to make sure it hasn't flowed to a blank second page by having extra blank lines at the end.
  • Always test by sending the fax to yourself through the e-Fax Service before sending it out, especially in the case of a broadcast.

What are the federal rules for broadcast faxes?

MNIT recommends that senders of broadcast faxes (faxes sent to a predefined list) follow the FTC's standards of conduct.

  • Broadcasts should be sent between 8am and 9pm.
  • The FTC website is for complete information on the Telemarketing Sales Rule (TSR).

MNIT also recommends that senders review the Direct Marketing Association's (DMA) overview and summary of the Telephone Consumer Protection Act (TCPA). Check the DMA's site at and do a search for "junk fax". You can download a document entitled What Direct Marketers Need to Know About Sending Commercial Faxes.

What does Unhandled Error mean?

While it can mean many things, it often signals that your session has expired (too much time with no activity). Log in again.