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Description of Problem 100000007197

I'm having problems sending faxes. What can I do?


Description of Solution 200000008798

If you want to know how to send a fax, refer to the solution: "How do I send a fax?"

 

- If you are getting the message "Poor Line Condition" when sending faxes, refer to the solution: "When I send a fax the message 'Poor Line Condition' or 'NG' appears on the Transmission Verification Report. What does this mean?"

 

- If you are getting the message "Comm. Error" or "Communication Error" when sending faxes, refer to the solution: "Why is the message 'Comm. Error' displayed on the LCD when I try to send a fax?"

 

If you are experiencing problems sending faxes, follow these instructions:

 

- If you are using Voice Over Internet Protocol (VoIP), refer to the solution: "I'm using Voice Over Internet Protocol (VoIP) and am having problems sending faxes. What can I do?"

 

NOTE: VoIP is a type of phone system that uses an internet connection, rather than a traditional phone line.

 

- If you are using MagicJack, a popular VoIP service, refer to the solution: "I'm using MagicJack and am having problems sending and receiving faxes. What can I do?"

 

- If you are not using VoIP or MagicJack, go to STEP 1.

 

1. Press the SPEAKER PHONE key on the Brother machine's control panel and listen for dial tone.

 

a. If there is dial tone, go to STEP 5.

 

b. If there is no dial tone, verify the telephone line cord is directly connected from the jack labeled LINE on the Brother machine to the wall telephone jack. 

 

If there are splitters, commshare devices, power strips, or surge protectors between the wall jack and the Brother machine, remove them.  Removing these devices assists in determining if the issue is related to the Brother machine or an external device.

 

- If the line connection does not require any changes, go to STEP 2

 

- If the line connection required a correction, press the SPEAKER PHONE key after connecting the line cord correctly and listen for dial tone. 

 

If there is a dial tone, go to STEP 5.  

 

If there is still no dial tone, go to STEP 2.

 

NOTE: Brother strongly recommends you protect your machine by connecting it to a surge protector.  In particular, we suggest that you use a surge protector that is compatible with both standard AC power cords and telephone line cords.  Surge protectors equipped with telephone jacks will assist in insulating your machine from any power surge that might travel through a telephone line.

 

2. If there is still no dial tone, verify the date and time are displayed on the LCD.

 

a. If the date and time show on the LCD, go to STEP 3.

 

b. If the LCD displays an error message (for example, "Paper Jam") or status message (for example, "Cover Open"), refer to the solution that addresses the message that is appearing on the LCD.

 

c. If the LCD is blank, follow these steps:

 

i. Verify the power cord is connected to the AC power outlet and the back of the Brother machine. 

 

- If the power cord is connected to a surge protector or power switch, remove the cord from the device and connect it directly to the outlet to determine whether the issue is related to an external device or the Brother machine.

 

NOTE: Brother strongly recommends that you connect your machine to a surge protector to protect it from power surges and lightning.  In particular, we suggest that you use a surge protector that is compatible with both standard AC power cords and telephone line cords.  Surge protectors equipped with telephone jacks will assist in insulating your machine from any power surge that might travel through a telephone line.

 

ii. If the display is still blank, plug the Brother machine into a different known-working electrical outlet at your location.

 

- If the display is still blank and your machine is within warranty, you can locate a Brother Authorized Service Center (ASC) in your area by clicking on the link below:

 

http://www.brother-usa.com/service/default.aspx or contact Brother Customer Service by calling 1-877-BROTHER (1-877-276-8437) Monday through Friday, excluding holidays. 

 

If your machine is out of warranty, you can locate a Brother Authorized Service Center using the information listed above.

 

3. If there is still no dial tone, remove the telephone line cord from the wall jack and connect a known-working extension phone with a known-working telephone line cord to the same wall jack. 

 

Lift the handset of the telephone and listen for a dial tone.

 

- If the telephone does not have dial tone, the issue is related to the phone line or wall jack. Contact your local telephone company for assistance.

 

- If the telephone has a dial tone, disconnect the telephone line cord from the telephone and connect it to the jack on the Brother machine labeled LINE. 

 

4. Press the SPEAKER PHONE key on the Brother machine and listen for a dial tone.

 

- If there is a dial tone, go to STEP 5.

 

- If you do not hear a dial tone and your machine is within warranty, you can locate a Brother Authorized Service Center (ASC) in your area by clicking on the link below:

 

http://www.brother-usa.com/service/default.aspx or contact Brother Customer Service by calling 1-877-BROTHER (1-877-276-8437) Monday through Friday, excluding holidays. 

 

If your machine is out of warranty, you can locate a Brother Authorized Service Center using the information listed above.

 

5. If you are using a DSL line, follow these steps:

 

- If you are not using a DSL line, go to STEP 6.

   

NOTE: If you are unable to perform the troubleshooting steps listed below, contact your DSL provider for assistance.

 

a. Turn off the DSL modem or disconnect its power supply.

 

b. Disconnect the DSL modem from the telephone line filter.

 

c. Remove the filter from the wall jack.

 

d. Connect your Brother machine to the wall jack.

 

e. Test by sending a fax.

 

- If the fax is sent successfully you'll need to contact your DSL provider for assistance in resolving the interference from the DSL system.

 

- If the problem continues, go to STEP 6.

 

6. Send a test fax:

 

a. Place the document in the Automatic Document Feeder (ADF) face down, top edge first until it touches the roller.

 

- After you put your document(s) in the ADF, the Brother machine's LCD should display the fax-sending options.

 

b. Do one of the following:

 

- If the LCD changes, go to STEP d.

 

- If the LCD continues to display the date and time, go to STEP c.

 

c. If the display continues to show the date and time, verify the documents are between 5.8 and 8.5 inches wide and 5.9 and 23.7 inches long. 

 

- If the document is less than 5.8 inches wide, the document sensors will not detect the document and the Brother machine will not transmit.  The document must be wide enough to reach the sensors to inform the machine there is a document to send.  You will need to use a wider sheet of paper. 

 

- If the paper meets the above-listed specifications, the LCD continues to display date and time when you place a document into the ADF, and your machine is within warranty, you can locate a Brother Authorized Service Center (ASC) in your area by clicking on the link below:

 

http://www.brother-usa.com/service/default.aspx or contact Brother Customer Service by calling 1-877-BROTHER (1-877-276-8437) Monday through Friday, excluding holidays. 

 

If your machine is out of warranty, you can locate a Brother Authorized Service Center using the information listed above.

 

d. Do one of the following:

 

- If you are using access numbers for calling cards or long distance security codes, or if you must press 9 to access an outside line and a pause is required between the dialing of those numbers and the fax number, be sure to use the REDIAL/PAUSE key to enter pauses where needed. 

 

- The REDIAL/PAUSE key will insert a 3.5-second pause between numbers.

 

- You can press REDIAL/PAUSE as many times as needed to increase the length of the pause.

 

- If you are not dialing 9 to access an outside line or using access numbers for calling cards or long-distance security codes, go STEP e.

 

e. Dial the fax number.

 

- You can manually dial the number, or use a One Touch or Speed Dial number.

 

f. Press the START key.

 

- If you are having a problem sending a fax to one particular number, make sure it is a working fax number.  To do this, press the SPEAKER PHONE key and dial the number.  Verify the number answers with fax tones.

 

7. If you are using access numbers for calling cards or long-distance security codes or if you must press 9 to access an outside line and a pause is required between the dialing of those numbers and the fax number, be sure to use the REDIAL/PAUSE key to enter pauses where needed. 

 

- The REDIAL/PAUSE key will insert a 3.5-second pause between numbers.

 

- You can press the REDIAL/PAUSE key as many times as needed to increase the length of the pause.

 

- When sending a fax manually by pressing the SPEAKER PHONE key to listen for a dial tone before dialing, make sure you wait until you hear the receiving fax machine's fax tones before you press the START key.

 

- If you are having a problem sending a fax to one particular number, verify the number is a working fax number. To do this, press the SPEAKER PHONE key and dial the number.  Verify the number answers with fax tones.

 

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