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Error When Adding a Number to a User’s Internet Fax

Updated: 03/26/2024

Symptom

When attempting to save a user, an error appears saying, "Error Saving user. Failed at fax."

Applies To

  • Admin Console
  • X2 license or higher

Resolution

To resolve this issue, you will need to assign the phone number to a new user, then remove it. This will reset any services the number had setup and allow you to assign the number to the fax.

Temporarily Assign the Number

  1. Log in to Admin Console.
  2. Navigate to Users.
  3. Select +Create User.
  4. Fill in the required fields: First name, Last Name, Email, and Username.
    • The information does not need to be valid, we will be deleting this shortly.
  5. Under Services and permissions select any available service.
    • If you have no more service licenses remaining, you may need to remove another user's license temporarily.
  6. Expand Voice basic settings and select the phone number you are having issues with in the Phone numbers box.
  7. Click Save.

Remove the License

  1. Under Services and permissions click the x next to the service assigned.
  2. Click Continue when it says Are you sure?
  3. Click Save.
  4. Select Users on the upper left hand corner of the screen and locate the user you just created.
  5. Click More Options (three dots) on the right side of the page and select Delete User.
  6. Click Continue when it says Are you sure?
You should now be able to add the phone number to a user's internet fax. For instructions see Add Fax Capabilities to a User in 8x8 Admin Console .

Cause

This is caused by a bug where after being removed from a user, a number still may not be fully deactivated.