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Description of Problem 100000016308

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


Description of Solution 200000020952

If you are experiencing problems sending faxes, please follow the instructions listed below:

1. Press the HOOK key on the Control Panel and listen for dial tone.

a. If there is dial tone, continue to STEP 4.

b. If there is no dial tone, verify the telephone line cord is connectedfrom the jack on the Brother machine labeled LINE directly to the WALL jack. If there are splitters, COM share devices, power strips or surge protectors between the wall jack and the Brother machine, please remove them. Removing these devices assists in determining if the issue is related to the device or the Brother machine.

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

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

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

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

NOTE: To protect your machine against power surges and lightning, Brother strongly recommends that you connect your machine 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 atelephone 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 display, continue to STEP 3.

b. If the LCD displays an error message (example: paper jam) refer to the necessary solution for the message that is appearing on the LCD.

c. If the display is blank:

i. Verify the power cord is connected to the AC power outlet. If the power cord is connected to a surge protector or power switch, remove thecord from the device and connect it directly to the outlet. Again, removing the device assists in determining if the issue is related to the device or the Brother machine.

ii. If the display is still blank, try a different KNOWN working electrical outlet at your location.

- If the display is still blank after connecting the Brother machine to a known working outlet, your machine will require service.

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 telephone provider 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.

Press the HOOK key on the Brother machine and listen for a dial tone.

- If there is a dial tone continue to STEP 4.

- If you do not hear a dial tone, your machine will require service.

4. If you are using Voice Over Internet Protocol (VoIP), a technology that allows you to make telephone calls using a broadband Internet connection instead of a regular (or analog) phone line continue to STEP 5.

If you are not using VoIP, continue to STEP 6.

5. Although Brother Fax and Multi-function Centers do not support sending or receiving faxes using Voice Over Internet Protocol (VoIP), there are many environmental parameters which can affect FAX over VoIP communications. Listed below are some suggestions that may assist with sending and receiving faxes when using VoIP:

a. 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, it willconsume bandwidth and could prevent the FAX from going through.

b. Try sending the FAX again at an "off peak" time. FAX over VoIP is aninternet application. If you have ever had a web site, which normally loads quickly, take a long time to load, then you have experienced network congestion. The same thing can happen to a FAX over VoIP. Data packets get delayed, but since there is a time sensitive machine on the other end of the communication the whole thing times out. Sending the FAX again later may avoid this.

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

Continue to STEP 7.

6. If you are using a DSL line, follow the steps listed below. If you are not using a DSL line, skip to STEP 7.

NOTE: If you are unable to perform the troubleshooting steps listed below, please 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 7.

7. If you are sending a fax using the ADF, please follow the instructions listed below:

a. Before placing your document(s) in the ADF, verify the LCD displays the date and time.

b. Place your document(s) face down in the ADF.

- The ADF can hold up to 10 pages feeding each one individually through the fax machine. Use standard 17 lb - 24 lb paper when using the ADF. Ifyou are using heavier paper feed each sheet individually to prevent jams.

- 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 "sense" the document and the fax machine will not transmit. Thedocument 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 specifications and the LCD remains on date andtime when a document is placed in the ADF, your machine will require service.

8. If you are using access numbers for calling cards, long distance security codes, pressing 9 to access the outside line, etc. and a pause is required between the dialing of those numbers and the fax number press the Redial/Pause key when needed. The Redial/Pause key will inserta 3.5 second pause between numbers. You can press Redial/Pause as many times as need to increase the length of the pause.

9. When sending a fax manually (pressing the HOOK key to get a dial tonebefore dialing), make sure you wait to hear the fax tones of the receiving fax unit before pressing the START key.

**If you are having a problem sending a fax to one particular number, verify the number is a working fax number. This can be done by pressing the HOOK key and dialing the number. Verify the number answers with fax tones.

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