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Description of Problem 100000026350

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


Description of Solution 200000033823

 

 

- If you want to know how to send a fax, refer to the solution: "How do I send a fax?"

 

- If you are getting the message "Poor Line Condition" when sending faxes, refer to the solution: "When I send a fax, the message 'Poor Line Condition' or 'NG' appears on the Transmission Verification Report. What does this mean?"

 

- If you are getting the message "Comm. Error" or "Communication Error" when sending faxes, refer to the solution: "Why is the message 'Comm. Error' displayed on the LCD when I try to send a fax?"

 

If you are experiencing problems sending faxes, follow these instructions:

 

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

 

- If you are only having problems sending faxes outside your area code, make sure you have long-distance service on your telephone line.  If you do not have long-distance service, you will not be able to send long-distance faxes.

 

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

 

- If you are using MagicJack, a popular VoIP service, refer to the solution:"I'm using MagicJack and am having problems sending and receiving faxes. What can I do?"

 

NOTE: VoIP is a type of phone system that uses an internet connection instead of a traditional phone line.

 

If you are not using VoIP or MagicJack, go to STEP 1.

 

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

 

a. If there is dial tone, go to STEP 5.

 

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

 

If there are splitters, commshare devices, power strips, or surge protectors between the wall jack and the Brother machine, remove them.  Removing these devices assists in determining if the issue is related to the Brother machine or an external device.

 

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

 

- If the line connection required a correction, 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 5.  

 

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

 

NOTE: Brother strongly recommends you protect your machine by connecting it 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 a telephone line.

 

2. If there is still no dial tone, verify the date and time are displayed on the LCD.

 

a. If the time and Receive Mode show on the LCD, go to STEP 3.

 

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

 

c. If the LCD is blank, follow these steps:

 

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. Removing such devices helps determine if the issue is related to the Brother machine or an external device.

 

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

 

- If your Brother machine is off, its LCD will be blank.

 

iii. If the LCD is still blank, try a different known-working electrical outlet at your location.

 

iv. If the display 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.

 

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 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 jack on the Brother machine labeled LINE. 

 

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

 

- If there is a dial tone, go to STEP 5.

 

- If you do not hear a dial tone 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. If you are using a DSL line, follow these steps:

 

- If you are not using a DSL line, go to STEP 6.

   

NOTE: If you are unable to perform the troubleshooting steps listed below, 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 6.

 

6. Send a fax:

 

a. Lift the document cover.

 

b. Place the document face down on the upper-left corner of the flat scanner glass.

 

- Use the guide lines on the upper-left corner of the scanner glass to help you position the document.

 

c. Close the document cover.

 

d. Press the FAX key.

 

e. Dial the fax number.

 

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

 

- If you are using access numbers for calling cards or long distance security codes, or if the customer must press 9 to access an outside line and a pause is required between the dialing of those numbers and the fax number, verify they are pressing the REDIAL/PAUSE key when needed.  

 

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

 

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

 

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

 

- If you press the BLACK START key, the machine will scan the first page.  Go to STEP g.

 

- If you press the COLOR START key, the machine will ask you if you want to send a color fax.  Press YES (COLORFAX) to confirm and send the fax.

 

g. Do one of the following:

 

- To send a single page, press NO on the screen or press the gray key labeled BLACK START on the Brother machine.  The machine will start sending the document.

 

- To send more than one page, press YES on the screen and go to STEP h.

 

h. Lift the document cover, remove the first document, and place the second page on the scanner glass.

 

i. Press the OK on the screen.

 

- The Brother machine starts scanning the second page.

 

- Repeat this procedure for each additional page you want to fax.

 

- When all documents have been scanned, press the gray key labeled BLACK START on the Brother machine and the machine will begin to dial.

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