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Description of Problem 100000021646

The message "Poor Line Condition" or "NG" appears on the Transmission Verification Report when I try to send a fax. What can I do?


Description of Solution 200000027460

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 having problems sending and receiving faxes. What can I do?"

If you are not using MagicJack, refer to the solution - "I am using Voice Over Internet Protocol (VoIP) and am having problems sending faxes. What can I do?"

- If no, go to STEP 2.

2. Press the HOOK/HOLD 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 HOOK/HOLD 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. Place a document face down in the Automatic Document Feeder (ADF).  

The Brother machine's LCD will display the fax-sending options.

7. Resend the fax.   

NOTE: Do not press the HOOK/HOLD key before dialing.

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

- If the problem continues, go to STEP 8.

8. Adjust the Brother machine's Compatibility setting.  This adjusts the Brother machine's sensitivity to interference on the phone line by lowering its transmission speed:

a. Press MENU, 2 (Fax), 0 (Miscellaneous), 2 (Compatibility).

b. Press the UP OR DOWN ARROW key to select Basic.

NOTE: When you change Compatibility to Basic, Error Correction Mode (ECM) is only available for color fax sending.

c. Press the OK key.

d. Press the STOP/EXIT key.

e. Try to send another test fax.

- If the fax is not received, go to STEP 9.

9. 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.

 

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