Answer to your Frequently Asked Question:

 
Printer Friendly
Description of Problem 100000021206

When I send a fax the message "Poor Line Condition" or "NG" appears on the Transmission Verification Report. What does this mean?


Description of Solution 200000026838

1. Do you have to be connected to the Internet to make a phone call?

 

- If yes, are you using MagicJack?

 

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

 

- If no, go to STEP 2.

 

2. Press the SPEAKER PHONE key.

 

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

 

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

 

If the machine still does not have a dial tone, go to STEP 3.

 

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

 

3. 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.

 

- If there is no dial tone, the issue is related to the telephone line or wall jack.  You should contact your telephone provider for assistance.

 

- If there is 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 SPEAKER PHONE key on the Brother machine and listen for a dial tone.

 

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

 

If you still do not hear a dial tone, refer to WARRANTY AND SERVICE OPTIONS below.

 

4. Verify the quality of the dial tone.   

 

- If the dial tone quality is poor, contact your telephone service provider for further assistance.  

 

- If the dial tone is clear, go to STEP 5. 

 

5. Do you have any splitters, commshare devices, credit card machines, or power strips connected to your machine or the telephone wall jack?

 

- If yes, these must be removed to continue troubleshooting.  This is for testing purposes.

 

Removing such devices helps to determine if the problem is related to the Brother machine or another device on the line.  Once the issue is resolved, you can attempt to reconnect the device and test on your own.  Remove the device and go to STEP 6.

 

6. Send a test fax.   

 

NOTE: Do not press the SPEAKER PHONE key before dialing.

 

- If the fax is received, the issue is resolved.

 

- If the problem continues, go to STEP 7.

 

7. Connect the Brother machine to a different, known-working telephone line and attempt to send another test fax.

 

NOTE: Testing the Brother machine on a different, known-working telephone line will help determine if the problem is related to the Brother machine or telephone line.

 

WARRANTY AND SERVICE OPTIONS

 

If 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.

Was this helpful?
Please help us to improve our services by letting us know if this information was helpful: