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Description of Problem 100000013015

I'm using VoIP and cannot send or receive faxes. What can I do?

Description of Solution 200000016728

Although Brother fax machines and Multi-Function Centers do not support sending or receiving faxes using Voice Over Internet Protocol (VoIP), there are many parameters that can affect faxing over a VoIP line. Listed below are some suggestions that may assist with sending and receiving faxes when using VoIP:

1. Press the HOOK key to verify your Brother machine has a dial tone.

- If there is a dial tone, go to STEP 4.

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

2. Make sure your line connections are correct. A telephone line should be connected to the Brother machine#s LINE jack from your VOIP device.

3. Press the HOOK key again to verify the Brother machine has a dial tone.

- If there is a dial tone, go to STEP 4.

- If there is still no dial tone, please contact your VOIP provider for assistance with the line connections.

4. Verify that no other applications or computers are downloading files.

- While VoIP operates separately from the computer and they do not normally interfere with each other, the amount of data that can be transmitted from all devices on the system at one time is limited. If a fax is being sent or received and a computer begins downloading, the download will consume bandwidth and could prevent the fax from going through.

5. Try sending or receiving the fax again at an "off peak" time.

- Faxing over VoIP is an internet application. If you have ever noticed a normally fast-loading website taking a long time to load, then you have experienced network congestion. The same thing can happen to a fax over VoIP. The fax data are delayed and the sending fax machine times out and drops the call. This occurs because fax transmission is time sensitive. Attempting to send or receive the fax again later may avoid this.

6. Contact your VoIP provider and ask if they can optimize the network settings for fax transmission.

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