Answer to your Frequently Asked Question:

 
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Description of Problem 100000028947

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


Description of Solution 200000037160

 

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

 

- If you are getting the "Poor Line Condition" message when sending faxes, refer to the solution: What does "Poor Line Condition" or "Result: NG" mean on the Transmission Verification Report?" 

 

- If you are getting the "Comm. Error" or "Communication Error" message 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 (VoIP) and am having problems sending 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 using MagicJack, a popular VoIP telephone service, refer to the solution: I'm using MagicJack and having problems sending and receiving faxes. What can I do?  

 

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 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 date and time 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, "No Cartridge"), 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. Make sure the POWER switch on the right-hand side of the machine is in the ON position.

 

- 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 labeled LINE on the Brother machine. 

 

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. Before placing your document(s) in the ADF, verify the LCD displays the date and time.

 

b. Place the document(s) you want to send into the ADF face up, top edge first until you feel it touch the roller.

 

NOTE: After you put your document(s) in the ADF, the Brother machine's LCD should display the fax-sending options.

 

c. Do one of the following:

 

- If the LCD changes, go to STEP 7.

 

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

 

d. If the LCD continues to display the date and time, verify the documents are between 5.8 and 8.5 inches wide and 3.9 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 the 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.

 

7. If you are using access numbers for calling cards or long-distance security codes, or if 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 the REDIAL/PAUSE key as many times as needed to increase the length of the pause.

 

8. 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 START key.

 

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