When did email replace fax in most countries?

According to The Register, email killed faxes in most Western markets by the late 1990s, though Japan continued using fax extensively well after that period.

Exec couldn’t identify a photocopier, which made for a fax-i

A senior executive at a major UK food company once called tech support. In a fury after her fax failed. To send—only to discover she had been using the photocopier the entire time. According to a story published in The. Register's On Call column on August 28, 2026. The anonymous reader, identified as "Orson" and a former Facilities Manager, recounted the. Incident involving a Company Secretary who attempted. To send an urgent fax late at night without success. This guide covers Exec couldn’t identify a photocopier. Which made for a fax-inating tech support call in detail. This guide covers Exec couldn’t identify a photocopier. Which made for a fax-inating tech support call in detail. You can also read China Orders Massive Tesla Recalls Affecting Nearly 3 Million Vehicles Over Door Safety and Driver Monitoring.

Exec couldn’t identify a photocopier, which made for a fax-inating tech support call:. What Actually Happened During the Tech Support Call?

Orson told The Register he responded to the complaint by walking through the. Executive's process step by step. "I asked her to show me what she had done and watched as. She placed the document on the in-tray, used the keypad to dial the number. And then hit Enter," Orson said, according to The Register. After the entire sequence failed to transmit, he delivered the diagnosis: "I told her she was trying to use the photocopier."

What Actually Happened During the Tech Support Call? — Exec couldn’t identify a

The Register noted that the confusion was not entirely unreasonable given the proliferation. Of multifunction printers (MFPs) in modern workplaces. Which combine printing, scanning, copying, and faxing into a single device. Numeric keypads on these machines look nearly identical regardless of which function is active. And many office workers trained in the 1990s never received updated guidance as devices merged.

Why Do Multifunction Printers Confuse Users So Easily?

The Register's explainer section described fax machines as devices. That "packed a low-res scanner, a nasty printer. And a slow modem into a small appliance" with a numeric keypad for dialing. Modern MFPs retain all of those components but layer them behind mode-selection menus. That vary by manufacturer. HP, Canon, Brother, and Xerox all use different default interfaces. And many offices never configure their devices consistently after installation.

According to historical reporting cited by The Register, email effectively killed fax usage. In most Western markets by the late. 1990s, though Japan maintained fax as a dominant business communication method well into the 2010s. Manufacturers continued bundling fax hardware into MFPs for years afterward. Because the component cost was negligible and corporate procurement contracts still listed fax. As a required feature.

What This Means for IT Support Teams

Stories like Orson's highlight a persistent gap in workplace technology training. That has only grown as devices consolidate multiple functions. IT departments that deploy MFPs without labeling the fax function clearly, or. That assume executive-level staff will intuitively navigate mode-selection menus, invite repeated support tickets. According to industry best practices documented by managed print services providers, color-coded function. Buttons and physical overlays can reduce misdialed-mode. Incidents significantly in mixed-experience workplaces.

For tech support professionals, the incident also illustrates why visual confirmation matters during troubleshooting. Orson's method of asking the user to physically demonstrate each step—rather than accepting. A verbal description—uncovered the root cause within minutes. This diagnostic approach remains standard in help desk trai Whether you are new to Exec couldn’t identify a photocopier, which made for a fax-inating tech support call or already experienced, the sections below have you covered.ning and is often the fastest path to resolution. When users cannot articulate what their device is actually doing.

What's Next for Office Hardware Confusion

As offices continue migrating to cloud-based document workflows and paperless processes, standalone fax. Functions are disappearing from new MFP models. However, healthcare, legal, and government sectors still require fax for regulatory and compliance. Reasons, meaning hybrid devices will persist for years. Forward-looking IT teams should audit their MFP deployments, label physical function buttons clearly. And provide short onboarding sessions for any staff member who last used office. Technology before the smartphone era.

The Bottom Line

A photocopier cannot send a fax. And a fax machine cannot make a copy—at least not without the user. First selecting the correct mode. Orson's story, published in The Register's On Call column on August 28, 2026, is a reminder. That hardware convergence without user training creates predictable, and often hilarious, support failures.

Frequently Asked Questions

Q: When was The Register's On Call story about the photocopier-fax mix-up published?
A: The story was published on Friday, August 28, 2026, at 07:37 UTC. Written by APAC Editor Simon Sharwood.

Q: Why did the executive think she was using a fax machine?
A: The multifunction printer in her office had a numeric keypad. That looked identical to the one on the previous dedicated fax machine. And she was unaware the device had been replaced with an MFP.

Q: When did email largely replace fax in most countries?
A: According to The Register, email effectively killed faxes in the late 1990s, though Japan continued using fax extensively well beyond. That point.