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Description of Problem 100000017216

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


Description of Solution 200000021993

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

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

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

b. If there is no dial tone, verify the telephone line cord is connectedfrom the Brother machine#s LINE jack directly to the WALL telephone jack. If there are splitters, commshare 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 problem (no dial tone) is related to the Brother machine or another device on the line.

NOTE: If your Brother machine is on a rollover telephone system, connectthe unit to the last line of the rollover pattern. You do not want yourincoming faxes #rolling over# to another line on the system.

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

- If the line connection required a correction, press the HOOK key afterconnecting the line cord correctly and listen for a dial tone.

If there is a dial tone, continue to STEP 4. If there is still no dialtone, continue to STEP 2.

NOTE: To protect your machine against power surges and lightning, Brother strongly recommends you connect your machine to a surge protector. In particular we suggest 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 Brother 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 display, continue to STEP 3.

b. If the LCD displays an error message (example: paper jam) or status message (example: ink empty), 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 and the Brother machine. If the power cord is connected to a surge protector orpower switch, remove the cord from the device and connect it directly tothe outlet. Again, removing the device assists in determining if the problem (blank display) is related to the device or the Brother machine.

ii. If your Brother machine#s display is still blank, try a different KNOWN working electrical outlet at your location.

If the display is still blank, 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 telephone 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 the 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 Brother machine#s LINE jack. Press the HOOK key on the Brother machine and listen for a dial tone.

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

4. Selecting the correct Answer Mode: The Answer Mode you select for your Brother machine should be determined by the devices and features that are on the same telephone line as your machine.

- Will you be using a Distinctive Ring number for receiving faxes? See STEP 5.

- Will your Brother machine be used on a dedicated fax line? See STEP 6.

- Will you be using a telephone answering machine on the same line as the Brother machine? (TAD Mode) See STEP 8.

- Will you be using Voice Mail on the same line as your Brother machine?See STEP 9.

- Will you be using the Brother machine on the same line as your telephone? (F/T, FAX/TEL) See STEP 7.

5. Using a Distinctive Ring number:

Distinctive Ring is a function of your Brother machine that allows a person with one line to receive fax and voice calls through two different phone numbers on that one line. Brother uses the term Distinctive Ring, but telephone companies market the service under a variety of names, such as Smart Ring, Ring Master or Ident-a-Ring. This service establishes a second telephone number on the same line as your existing telephone number, and each number has its own ring pattern. Typically, the original number rings with the standard ring pattern and is used for receiving voice calls, and the second number rings with a different ring pattern and is used for receiving faxes.

NOTE: You must pay for your telephone company's Distinctive Ring servicebefore you program the machine to work with it. Please call your telephone company for availability and rates.

To program your Brother machine to receive faxes using a Distinctive Ring number, please follow the steps listed below:

a. Press the MODE key until the LCD reads MANUAL.

b. Press FUNCTION, 0 (Miscellaneous), 1 (Distinctive).

c. Press the LEFT OR RIGHT ARROW key to select DISTINCTIVE: SET?

d. Press the SET key.

e. Your Brother machine will begin to play a ring pattern. There are four ring patterns available, and you should use the LEFT OR RIGHT ARROWkey to choose the one that matches the Distinctive Ring pattern assignedby the telephone company. You will hear each pattern as you select it, which should help you make the correct choice. These ring patterns are as follows:

- Long-Long (this ring pattern is often called Short-Short by phone companies)

- Short-Long-Short

- Short-Short-Long

- Very Long (this is the standard telephone ring pattern)

Please note that you can only select one of these ring patterns at a time. If the ring pattern assigned by your telephone company is not listed, try please call your telephone company and request that they assign one of the selectable ring patterns.

If you do not know the ring pattern assigned by your telephone provider,we recommend selecting ring pattern 1, Long-Long. This is the most commonly used ring pattern. If your Brother machine does not recognize this ring pattern you will need to contact your telephone provider to verify which ring pattern they have assigned.

f. Press the SET key.

g. Press the STOP key.

- Distinctive Ring is now set to On.

h. Go to STEP 10.

IMPORTANT NOTE: After you have turned Distinctive Ring On, your Distinctive Ring number will receive faxes automatically. You must keep your Brother machine in Manual Mode while Distinctive Ring is active. This ensures the Brother machine will only answer the Distinctive Ring number and not interfere when your main telephone number is called.

6. Using a dedicated fax line. (Fax Only Mode)

You should use Fax Only Mode if you have a dedicated fax line and want your Brother machine to answer all incoming faxes automatically. When using this mode, your Brother machine will automatically answer every incoming call with fax receiving tones after a certain number of rings. In Fax Only Mode, you can make outgoing voice calls, but you cannot receive incoming voice calls unless you answer before the Brother machine does.

You can use the Ring Delay setting to adjust the number of times your Brother machine rings before answering in Fax Only Mode. Your Brother machine#s Ring Delay is set to 4 rings by default. To change your Brother machine#s Ring Delay setting, please follow the steps listed below:

a. Press FUNCTION, 2 (Setup Receive), 1 (Ring Delay).

b. Press the LEFT OR RIGHT ARROW key to select how many times the line will ring before the Brother machine answers it.

- You can choose 00 through 04 rings.

- If you choose 00, the line will not ring at all.

c. Press the SET key.

d. Press the STOP key.

To put your Brother machine in Fax Only Mode, press the MODE key until the LCD reads FAX ONLY.

Go to STEP 10.

7. Using a telephone on the same line as the Brother machine. (F/T, FAX/TEL Mode)

IMPORTANT NOTE: You cannot receive voice messages on either voice mail or an answering machine when choosing the Fax/Tel mode. If you are usingvoicemail service on the same line as the Brother machine please refer to STEP 9. If you are using an answering machine on the same line as theBrother machine please refer to STEP 8.

F/T Mode (FAX/TEL) is used when sharing the Brother machine and your telephone on the same line. In this setting, the Brother machine automatically answers every call upon completion of the Ring Delay (unless you answer first). Ring Delay is the number of times the Brother machine and all telephones on the same line will ring before theBrother machine answers the call. If the call is a fax, it prints the fax. If the call is voice, it signals you with a double ring (F/T Ring Time) that is different from the phone company ring. The special ring is the signal for you to pick up the call.

If you answer the call on an external telephone connected to the Brothermachine#s EXT jack and hear a beep every 3 seconds (automatic fax) or silence (manual fax), press the START key on the Brother machine, wait to hear the machine turn on (chirping sounds) and then hang up.

If you answer the call on an extension phone (telephone connected to a separate wall jack) and hear beep every 3 seconds or silence, press *, 5, 1 (fax receive code) on the telephone dial pad, wait to hear the Brother machine turn on and then hang up.

To set the Ring Delay, please follow the steps listed below:

a. Press FUNCTION, 2 (Setup Receive), 1 (Ring Delay).

b. Press the LEFT OR RIGHT ARROW key to select how many times the line will ring before the Brother machine answers it.

- You can choose 00 through 04 rings.

- If you choose 00, the line will not ring at all.

c. Press the SET key.

d. Press the STOP key.

To set the F/T Ring Time, please follow the steps listed below:

a. Press FUNCTION, 2 (Setup Receive), 2 (F/T Ring Time).

b. Press the LEFT OR RIGHT ARROW key to select the amount of time you want the Brother machine to double ring.

- You can choose 20, 30, 40, or 70 seconds.

c. Press the SET key.

d. Press the STOP key.

To put the machine in Fax/Tel Mode, press the MODE key until the LCD reads FAX/TEL.

Go to STEP 10.

8. Using a telephone answering machine. (TAD Mode)

In TAD Mode, your Brother machine shares a single line with an external TAD (answering machine). Your TAD automatically answers every incoming call, but your Brother machine #listens# for fax sending tones while your TAD#s outgoing message is playing. If your Brother machine detects fax-sending tones, then it will take over the line and receive the incoming fax. If your Brother machine does not detect fax-sending tones,then the caller can leave a message on your TAD.

For TAD Mode to work correctly, you must connect your external TAD to your Brother machine#s EXT jack.

Brother recommends you program your TAD to answer within 4 rings. If youare having problems receiving faxes in TAD Mode, try programming your TAD to answer within 2 or 3 rings. We recommend this because when faxes are being sent, fax tones are transmitted for approximately 35 seconds. If it takes your TAD too long to answer, the sending fax machine may disconnect before your Brother machine can detect and receive the fax. If it takes your TAD too long to answer, the sending fax machine may disconnect before your Brother machine can detect and receive the fax.

Brother also recommends the answering machine#s outgoing message be a maximum of 20 seconds with a 5-second pause before the message starts. End your outgoing message by giving your Fax Receive Code for people sending manual faxes. For example - After the beep, please leave a message or send a fax by pressing *51 and Start.

NOTE: We recommend beginning your outgoing message with 5 seconds of silence because your Brother machine cannot detect fax-sending tones over a resonant or loud voice. You can try omitting this 5-second pause,but if your Brother machine has trouble receiving, you should re-record your outgoing message with the pause included.

To put your Brother machine in TAD mode, press the MODE key until the LCD reads TAD: ANSWER MACH.

Go to STEP 10.

9. Using Voice Mail on the same line as the Brother machine.

If you have Voice Mail on the same telephone line as your Brother machine, there is a strong possibility that Voice Mail and the Brother machine will conflict with each other when receiving incoming calls.

For example, if your Voice Mail is set to answer after 4 rings and your Brother machine is set to answer after 2 rings, then your Brother machine will answer first. This will prevent callers from being able to leave a message in your Voice Mail.

Similarly, if your Brother machine is set to answer after 4 rings and your Voice Mail is set to answer after 2 rings, then your Voice Mail will answer first. This will prevent your Brother machine from being able to receive an incoming fax, as Voice Mail cannot transfer the incoming fax back to the Brother machine.

In order to avoid conflicts between your Brother machine and voice mail service, please do one of the following:

- Get Distinctive Ring service from your telephone company. Distinctive Ring is a service offered by telephone companies that allows you to havetwo different telephone numbers on a single telephone line. Your Brothermachine has a Distinctive Ring feature that allows you to take full advantage of your telephone company#s Distinctive Ring service. By setting up your Brother machine#s Distinctive Ring feature, you can choose to use one of your two telephone numbers specifically for receiving faxes. Brother uses the term Distinctive Ring, but telephone companies market the service under a variety of names, such as Smart Ring, Ring Master or Ident-a-Ring.

For additional information regarding the Distinctive Ring feature, please refer to STEP 5.

OR

- Put your Brother machine in Manual Mode. Manual Mode requires you to answer every incoming call in order to receive a fax. If the incoming call is a telephone call, then complete the call as you normally would. If you hear fax sending tones you must transfer the call to the Brother machine by pressing *, 5, 1 on the telephone#s dial pad. Unanswered fax and voice calls will go to your voice mail.

To put the machine in Manual Mode, press the MODE key until the LCD reads MANUAL.

Continue to STEP 10.

10. Do one of the following:

- If you did not change your Brother machine#s Answer Mode, please continue to STEP 11.

- If you changed your Brother machine#s Answer Mode, have someone send afax to your Brother machine or have Brother#s automated Fax Test Sheet and Product Registration system send you a test fax by following these steps:

a. Do one of the following:

- If you have registered your Brother machine#s warranty, fax a piece ofpaper with the word TEST printed on it to 1-877-268-9575. Brother#s automated Fax Test Sheet and Product Registration system will automatically fax you a confirmation sheet upon receiving your test fax.

NOTE: Please make sure your Station I.D. information is programmed into your Brother machine before you send the test fax.

- If you have not completed the Product Registration and Fax Test Sheet provided with your Brother machine#s documentation and faxes it to Brother, please proceed to STEP b.

b. Fill out the warranty registration information and fax it to 1-877-268-9575. Brother#s automated Fax Test Sheet and Product Registration system will fax you a confirmation sheet upon receiving your test fax.

- Please make sure your Station I.D. information is programmed into yourBrother machine before you send the test fax.

- Brother#s automated Fax Test Sheet and Product Registration system will automatically fax you a confirmation sheet upon receiving your warranty registration sheet.

If you receive the test fax, then your Brother machine is functioning properly.

If you DO NOT receive the test fax, please continue to STEP 11.

11. 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, please see the solution - I#m using Voice Over Internet Protocol and cannot send or receive a fax. Why?

If you are not using VoIP, please continue to STEP 12.

12. If you are using a DSL line, please follow the steps listed below.

- If you are not using a DSL line skip to STEP 13.

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

a. Turn the DSL modem OFF 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 the Brother machine to the wall jack.

e. Continue to STEP 13.

13. Have a test fax sent to your Brother machine.

a. First, adjust your Ring Delay setting if needed:

- If your Brother machine is in Manual Mode, DO NOT adjust its Ring Delay setting. Continue to STEP b.

- If your Brother machine is in Fax Only or Fax/Tel Mode, reduce the Ring Delay to 1 ring.

- If your Brother machine is in Ext. TAD Mode, reduce the number of rings programmed on your answering machine to 2. This is to ensure the test fax is answered as fast as possible.

The Ring Delay setting determines the number of times your Brother machine rings before it answers. To adjust your Brother machine#s Ring Delay setting, follow the steps below:

i. Press FUNCTION, 2 (Setup Receive), 1 (Ring Delay).

ii. Press the LEFT OR RIGHT ARROW key to select how many times the line will ring before the Brother machine answers it.

- You can choose 00 through 04 rings.

- If you choose 00, the line will not ring at all.

iii. Press the SET key.

iv. Press the STOP key.

- To adjust the number of rings programmed on your answering machine, please consult the answering machine#s owner#s manual.

b. Do one of the following:

- Have someone send a fax to your Brother machine.

- Have Brother#s automated Fax Test Sheet and Product Registration system send you a test fax by following these steps:

i. Do one of the following:

- If you have registered your Brother machine#s warranty, fax a piece ofpaper with the word TEST printed on it to 1-877-268-9575. Brother#s automated Fax Test Sheet and Product Registration system will automatically fax you a confirmation sheet upon receiving your test fax.

NOTE: Please make sure your Station I.D. information is programmed into your Brother machine before you send the test fax.

- If you have not completed the Product Registration and Fax Test Sheet provided with your Brother machine#s documentation and faxes it to Brother, please proceed to STEP ii

ii. Fill out the warranty registration information and fax it to 1-877-268-9575. Brother#s automated Fax Test Sheet and Product Registration system will fax you a confirmation sheet upon receiving your test fax.

- Please make sure your Station I.D. information is programmed into yourBrother machine before you send the test fax.

- Brother#s automated Fax Test Sheet and Product Registration system will automatically fax you a confirmation sheet upon receiving your warranty registration sheet.

c. If you receive the test fax successfully, your Brother machine is operating properly.

- Remember to reset your Ring Delay or answering machine setting. If receiving problems recur after you reset your Ring Delay or answering machine setting, then something (i.e. a person or device answering the line) at your location is interfering with fax reception before your Brother machine has a chance to answer the fax.

- If you DO NOT receive the fax, please continue to STEP 14.

14. Verify you have given the sender the correct fax number and that he or she is dialing that number correctly.

- For example, if the sender must dial 9 for an outside line or dial your area code, make sure he or she is doing so.

- If you have a second telephone number at your location or a cell phone, you can test the number yourself by following these steps:

a. Dial your fax number from the second telephone number or cell phone as if you are sending a fax.

b. Press the HOOK key on your Brother machine.

c. Determine if what you hear on the telephone you dialed from is consistent with what you hear on your Brother machine.

- For example, if you hear ringing on the dialing phone but hear a dial tone on your Brother machine, then there is a problem with the line or the number you are dialing. In this case, you will need to contact yourlocal telephone company for assistance.

15. Test your Brother machine on another phone jack with a different telephone number to verify there is no problem with the current phone line.

- If you are able to receive a fax when your Brother machine is connected to another line, you will need to contact your local telephonecompany so they can service the line.

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