Forms with checkboxes when faxed may not be readable

Jana 2 years ago in e-Faxing updated by Chris Werner (Customer Success Manager) 2 years ago 9

Good morning, 

We got word from another agency that an ROI we faxed to them was blank.  Print view in our system is normal - this is apparently only an issue when the form is faxed from the record.  Procentive says the way to remedy this is to save the form to our desktop and then attach that to the fax when sending....  I asked if this is the case for ALL clinical-charting forms and they said any forms with checkboxes may have the same issue.  So for every fax we are sending out with clinical forms (I'd say most if not all our clinical (and billing) forms have checkboxes) we will now have to save the records outside Procentive first, then fax.  They said if they get enough reports about this issue, that may move it up the priority list so I'm posting here as a heads-up that you may be sending forms where the recipient is not seeing all the accurate information (the recipient/reader would not know that an unchecked checkbox is actually checked in our client record so we may actually be sending false information;  if the checkbox question is "are there any safety concerns for this client" and it is showing as unchecked when it's actually checked in our record, that could be a big deal...). 


Fax Issues

Heather Wadie 2 years ago in e-Faxing updated by Jana 2 years ago 1

Is anyone else having issues with the Fax Module?  We have had a number of people call in stating when they try to fax to us, they are getting a busy signal.  We haven't received any faxes all day.



Celia Gardner 3 years ago in e-Faxing updated by sarah 3 years ago 2


Heather Wadie 3 years ago in e-Faxing 0

Is anyone else having issues with faxing from Procentive today?



KELLY PERFETTI 4 years ago in e-Faxing updated by Procentive1 4 years ago 9

Is anyone else having issues with getting their faxes today.  We haven't received a fax in a day in a half.  Wondering if this is a Procentive issue or what issue it could be


KNOWN ISSUE: Sending a Fax SQL Error Pop-Up

Rachael Smith (VP, Professional Services) 5 years ago in e-Faxing updated 4 years ago 3


When sending a Fax in the Fax Module, a pop-up window detailing a SQL Error Message appears.  Please disregard this window.  

Faxes are still being sent and received.  

This pop-up window has already been addressed by our engineers and a resolution will be in place tomorrow.

Please send a Ticket to Procentive Customer Care if you have any questions.

Thank you,

Rachael Smith

Onboarding and Implementation Team Manager


This issue has been resolved.


Known Issue: Faxing Down

Amanda Kaufmann (Senior Account Executive) 5 years ago in e-Faxing updated 5 years ago 2

We have been notified that Faxage (the faxing company we partner with to send and receive faxes) has an issue with their server currently being down. 

We are in the process of gathering information in regards to what will happen with incoming and outgoing faxes that are currently in the queue, as well as asking for an estimated fix time.  When we receive an answer, we will post the updates here. 


We have tested sending and receiving in our own databases as well as checked into various customer databases.  We do not see a system wide problem related to Procentive.  It's possible there was a small issue earlier today somewhere in the faxing technology sending from specific payers, but this can't be verified.  We've just recognized a commonality in a few things.  Nevertheless, all issues seem to be resolved here at the end of the day.  Thank you.