Answer to your Frequently Asked Question:

 
Printer Friendly
Description of Problem 100000021882

I'm using Voice Over Internet Protocol (VoIP) and am having problems sending faxes. What can I do?


Description of Solution 200000027793

 

 

Voice Over Internet Protocol (VoIP) is a type of phone system that uses an internet connection instead of a traditional phone line.

 

Although your Brother machine does not support the use of VoIP, the sending problem you are experiencing may not be related to your VoIP service.  You should verify your telephone line connection, paper feeding process, and machine functionality before making any adjustments related to the VoIP service.

 

1. Press the HOOK key on the Brother machine's control panel and listen for a dial tone.

 

- If there is a dial tone, go to STEP 6.

 

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

 

2. One end of the telephone line MUST be connected to the jack on the Brother machine labeled LINE.

 

When using VoIP, the other end of the telephone line may be connected to a modem, interface box, phone adapter, splitter, etc.  This is determined by your VoIP provider.

 

3. If you corrected the line connection, press the HOOK key after connecting the line cord correctly and listen for a dial tone. 

 

- If there is a dial tone, go to STEP 6.  

 

- If there is still no dial tone, go to STEP 4.

 

4. Verify the date and time are displayed on the LCD.

 

a. If the date and time show on the LCD, go to STEP 6.

 

b. If the LCD displays an error message (for example, "Paper Jam") or status message (for example, "Replace Ink"), refer to the solution for the message that is appearing on the LCD.

 

c. If the LCD is blank:

 

i. Verify the power cord is connected to the AC power outlet and the back of the Brother machine. 

 

- If the power cord is connected to a surge protector or power switch, remove the cord from the device and connect it directly to the outlet to determine whether the issue is related to an external device or the Brother machine.

 

NOTE: Brother strongly recommends that you connect your machine to a surge protector to protect it from power surges and lightning.  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 a telephone line.

 

ii. Press the ON/OFF key on your Brother machine's control panel to verify the machine is powered on.

 

- When the Brother machine is off, its display will be blank.

 

iii. If the LCD is still blank, plug the Brother machine into a different known-working electrical outlet at your location.

 

- If the LCD is still blank and 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.

 

5. Press the HOOK key again:

 

- If there is a dial tone, go to STEP 6

 

- If there is still no dial tone, contact your VoIP provider for assistance.

 

6. Send a test fax:

 

a. Press the FAX key to illuminate it.

 

b. Verify the Brother machine's LCD displays the date and time.

 

c. Place your document(s) in the ADF face down, top edge first until it touches the roller. 

 

NOTE: You should position your document(s) underneath the output tray formed by the paper guides, directly on top of the flatbed cover.  When your document(s) feed through the ADF, they will be ejected on top of the paper guides.

 

- After you put your document(s) in the ADF, the Brother machine's LCD should display "ADF Ready" for a few seconds and then display the fax-sending options.

 

d. Do one of the following:

 

- If the LCD changes, go to STEP f.

 

- If the LCD continues to display the date and time, go to STEP e.

 

e. If the display continues to show the date and time, verify the documents are between 5.8 and 8.5 inches wide and 5.8 and 14 inches long. 

 

- If the document is less than 5.8 inches wide, the document sensors will not detect the document and the Brother machine will not transmit.  The document 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 above-listed specifications, the LCD continues to display date and time when you place a document into the ADF, and 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.

 

f. Do one of the following:

 

- If you are using access numbers for calling cards or long distance security codes, or if the you must press 9 to access an outside line and a pause is required between the dialing of those numbers and the fax number, be sure to use the REDIAL/PAUSE key to enter pauses where needed. 

 

The REDIAL/PAUSE key will insert a 3.5-second pause between numbers.

 

You can press REDIAL/PAUSE as many times as needed to increase the length of the pause.

 

- If you are not dialing 9 to access an outside line, or using access numbers for calling cards or long-distance security codes, go to STEP g.

 

g. Dial the fax number.

 

- You can manually dial the number or use a Speed Dial number.

 

h. Press the gray key labeled BLACK START or the green key labeled COLOR START on the Brother machine.

 

- When sending a fax manually by pressing the HOOK key to listen for a dial tone before dialing, make sure you wait until you hear the receiving fax machine's fax tones before you press the gray key labeled BLACK START or the green key labeled COLOR START on the Brother machine.

 

- If you are having a problem sending a fax to one particular number, make sure it is a working fax number.  To do this, press the HOOK key and dial the number.  Verify the number answers with fax tones.

 

7.  Your Brother machine does not support the use of VoIP, but there is a Compatibility setting available with this machine that may assist with sending and receiving faxes when using VoIP by lowering your Brother machine's modem speed.  To adjust the Compatibility setting, follow these steps:

 

a. Press the MENU key.

 

b. Press the UP OR DOWN ARROW key to select Initial Setup.

 

c. Press the OK key.

 

d. Press the UP OR DOWN ARROW key to select Compatibility.

 

e. Press the LEFT OR RIGHT ARROW key to select Basic (for VoIP).

 

f. Press the OK key.

 

g. Press the STOP/EXIT key.

 

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

 

8. In addition to lowering the modem speed, keep in mind there are many environmental parameters that can also affect faxing over 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 will consume bandwidth and could prevent the fax from going through.

 

b. Test by sending a fax.

 

- If the fax is not sent successfully, try sending the fax again at an "off-peak" time.

 

- Faxing over VoIP is an internet application.

 

If you have ever noticed a website that typically loads quickly taking a long time to load, then you have experienced network congestion.  This can happen when you try to fax over VoIP.  Data packets may get delayed, and since fax machines are time-sensitive, the transmission may time out.  You may be able to avoid this by resending a fax later.

 

c. If you continue to have problems sending faxes, we recommend you contact your VoIP provider for assistance.  They may be able to optimize the network settings for fax transmission.

 

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