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Description of Problem 100000035051

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


Description of Solution 200000044894

 

Voice Over Internet Protocol (VoIP) is a 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 receiving problem you are experiencing may not be related to your VoIP service.  You should verify that your telephone line connection and machine functionality are correct before making any adjustments related to the VoIP service.

 

1. Make sure the Brother machine has a dial tone:

 

a. Press the HOOK key.

 

b. Listen for a dial tone.

 

c. Press the HOOK key.

 

- If there is a rapid busy signal or an off-hook tone, go to STEP 5.

 

- If there is a dial tone, go to STEP 7.

 

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

 

 

2. Make sure your telephone cord connections are correct.

 

- One end of the telephone cord must be directly connected to the jack labeled LINE on the Brother machine.

 

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

 

If you are unsure of how to connect the Brother machine to the VoIP system, contact your VoIP provider.

 

 

3. Do one of the following:

 

- If the cord connections were already correct, go to STEP 4.

 

- If you had to change the cord connections, check for a dial tone:

 

a. Press the HOOK key.

 

b. Listen for a dial tone.

 

c. Press the HOOK key.

 

- If there is a rapid busy signal or an off-hook tone, go to STEP 5.

 

- If there is a dial tone, go to STEP 7.

 

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

 

 

4. Verify information is displayed on the LCD:

 

- If the LCD displays the date and time, go to STEP 5.

 

- If the LCD displays an error message (for example, "Paper Jam") or status message (for example, "Ink Empty"), refer to the solution that addresses the message.

 

- If the LCD is blank, follow these steps:

 

a. Verify the Brother machine's power cord is directly connected from the Brother machine to the power outlet. 

 

- If the Brother machine's power cord is directly connected to the power outlet, go to STEP b.

 

- If the Brother machine's power cord is connected to a surge protector or power switch, follow these steps:

 

NOTE: Brother strongly recommends you connect your machine to a surge protector to protect it against power surges and lightning.  In particular, we suggest you use a surge protector that is compatible with both standard AC power cords and telephone cords.  Surge protectors equipped with telephone jacks will help to insulate your machine from power surges that might travel through the telephone line.

 

i. Remove the Brother machine's power cord from the surge protector or power switch.

 

ii. Plug the Brother machine's power cord directly into the power outlet.

 

iii. Go to STEP b.

 

b. Press the on/off power  key on your Brother machine's control panel to verify the machine is powered on. 

 

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

 

c. Do one of the following:

 

- If the LCD is no longer blank, go to STEP 5.

 

- If the LCD is still blank, go to STEP d.

 

d. Connect the machine to a different, known-working power outlet.

 

- If the LCD is still blank after you connect the machine to another known-working outlet 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. Test the VoIP system with the telephone cord that came with the Brother machine:

 

NOTE: The telephone cord that came with the Brother machine has only two gold wires in its clear connector.  If the telephone cord you're using has four gold wires, it is not the cord that came with the Brother machine.

 

 

 

a. Are you currently using the telephone cord that was included in the box with your Brother machine?

 

- If yes, contact Brother Customer Service by calling 1-877-BROTHER (1-877-276-8437).

 

- If no, go to STEP b.

 

- If you do not have the telephone cord that came with the Brother machine, contact Brother Customer Service by calling 1-877-BROTHER (1-877-276-8437).

 

b. Remove the current telephone cord from the VoIP system and the jack labeled LINE on the Brother machine.

 

NOTE: If you are unsure of how the telephone cord is connected to the VoIP system, contact your VoIP provider for assistance.

 

c. Connect one end of the telephone cord that came with your Brother machine to the VoIP system.

 

d. Connect the other end of the telephone cord that came with your Brother machine to the jack labeled LINE on the machine.

 

e. Check for a dial tone:

 

i. Press the HOOK key.

 

ii. Listen for a dial tone.

 

iii. Press the HOOK key.

 

- If there is a dial tone, go to STEP 7.

 

- If there is no dial tone, go to STEP 6.

 

- If there is a rapid busy signal or an off-hook tone, contact Brother Customer Service by calling 1-877-BROTHER (1-877-276-8437).

 

 

6. Test the VoIP system with a known-working telephone, or test the Brother machine on a different, known-working wall jack.

 

Do you have a known-working telephone that you can use to test the line?

 

- If you have a known-working telephone on hand, go to PROCEDURE A: TESTING THE VOIP SYSTEM WITH A TELEPHONE.

 

- If you do not have a known-working telephone on hand, go to PROCEDURE B: TESTING THE BROTHER MACHINE ON A DIFFERENT WALL JACK.

 

PROCEDURE A: TESTING THE VOIP SYSTEM WITH A TELEPHONE

 

a. Remove the telephone cord from the wall jack.

 

b. Use the telephone cord that came with the Brother machine to connect a known-working extension telephone to the VoIP interface jack. 

 

c. Lift the telephone's handset.

 

d. Listen for a dial tone.

 

e. Hang up the telephone's handset.

 

- If the telephone does not have a dial tone, the issue is related to the VoIP system or equipment.  You must contact your VoIP provider for assistance.

 

- If the telephone has a dial tone, go to STEP f.

 

f. Disconnect the telephone cord from the telephone.

 

g. Directly connect the telephone cord to the jack labeled LINE on the Brother machine. 

 

h. Check for a dial tone:

 

i. Press the HOOK key.

 

ii. Listen for a dial tone.

 

iii. Press the HOOK key.

 

- If there is a dial tone, go to STEP 7.

 

- If there is no dial tone, your machine may require service.  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.

 

 

PROCEDURE B: TESTING THE BROTHER MACHINE ON A DIFFERENT WALL JACK

 

a. Remove the telephone cord from the Brother machine.

 

b. Directly connect the telephone cord that came with your Brother machine from the jack labeled LINE on the machine to a different, known-working wall telephone jack.

 

c. Check for a dial tone:

 

i. Press the HOOK key.

 

ii. Listen for a dial tone.

 

iii. Press the HOOK key.

 

- If there is a dial tone, go to STEP 7.

 

- If there is no dial tone, your machine may require service.  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. Select the correct Receive Mode:

 

Select a Receive Mode based on the devices and features that share a telephone line with your machine.

 

- Will you be using a Distinctive Ring number for receiving faxes?  Go to STEP 8.

 

- Will you be connecting your Brother machine to a dedicated fax line?  Go to STEP 9.

 

- Will you be using the Brother machine on the same line as your telephone?  Go to STEP 10.

 

- Will you be using your Brother machine on the same line as an external answering machine?  Go to STEP 11.

 

- Will you be using your Brother machine on the same line as a voice mail service?  Go to STEP 12.

 

 

8. Using the Brother machine with a Distinctive Ring number:

 

Distinctive Ring is a telephone-company service that allows you to have two different telephone numbers on a single line.  Each number has its own ring pattern.

 

- Brother uses the term "Distinctive Ring" to describe this service, but telephone companies market it under a variety of names, such as Smart Ring, Ring Master, and Ident-a-Ring.

 

Your Brother machine has a Distinctive Ring feature that is designed to work with your telephone company's Distinctive Ring service.  When you use the Brother machine's Distinctive Ring feature, one of the two numbers acts as a dedicated fax line:

 

- The original telephone number rings with the standard ring pattern and is typically used for receiving voice calls.

 

- The second telephone number rings with a different ring pattern and is typically used for receiving faxes.

 

IMPORTANT NOTE:

 

- You must pay for your telephone company's Distinctive Ring service before you program the machine to work with it.

 

- Contact your telephone company for availability and rates.

 

- Distinctive Ring does not allow you to assign a custom ring pattern to specific recipients' telephone numbers.

 

To program your Brother machine to receive faxes using a Distinctive Ring number, follow these steps:

 

a. Press the MENU, 3 (Fax), 0 (Miscellaneous), 2 (Distinctive).

 

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

 

c. Press the OK key.

 

d. Your Brother machine will start playing a ring pattern.

 

There are four ring patterns available, and you should press the UP OR DOWN ARROW key to select the one that matches the ring pattern your telephone company assigned you.  You will hear each pattern as you select it, which should help you select the right one.

 

These ring patterns are as follows:

 

1. Long-Long (this ring pattern is often called Short-Short by phone companies)

 

2. Short-Long-Short

 

3. Short-Short-Long

 

4. Very Long (this is the standard telephone ring pattern)

 

NOTE: You can only select one ring pattern at a time.  If your telephone company did not assign you one of the above-listed ring patterns, contact them and request that they do.

 

If you do not know the ring pattern your telephone company assigned you, we recommend selecting ring pattern 1. Long-Long.  This is the most commonly used ring pattern.  If your Brother machine does not recognize this ring pattern, you must contact your telephone company to verify the ring pattern they assigned you.

 

e. Press the OK key.

 

f. Press the STOP/EXIT key.

 

- Distinctive Ring is now on.

 

IMPORTANT NOTE: Your Distinctive Ring number will now automatically receive faxes.  The Receive Mode is automatically set to Manual, and you cannot change it while Distinctive Ring is on.  This ensures that the Brother machine will not interfere when someone calls your main telephone number.

 

g. Go to STEP 13.

 

 

9. Using the Brother machine on a dedicated fax line:

 

You should use Fax Only Mode if you have a dedicated fax line and want your Brother machine to automatically answer all incoming faxes. 

 

When using Fax Only Mode, your Brother machine will automatically answer every incoming call with fax-receiving tones after a certain number of rings.  You can make outgoing voice calls, but you cannot receive incoming voice calls unless you answer before the Brother machine does.

 

You can use the Ring Delay feature to adjust the number of times your Brother machine rings before answering in Fax Only Mode.  The Ring Delay is set to 04 by default.

 

To change your Brother machine's Ring Delay setting, follow these steps:

 

a. Press the FAX key.

 

b. Press MENU, 3 (Fax), 1 (Setup Receive), 2 (Ring Delay).

 

c. Press the UP OR DOWN ARROW key to select the number of times you want the line to ring before the Brother machine answers it.

 

- You can select 00, 01, 02, 03, or 04 rings.

 

- If you select 00 the line will not ring at all.

 

d. Press the OK key.

 

e. Press the STOP/EXIT key.

 

 

To put your Brother machine in Fax Only Mode, follow these steps:

 

a. Press the FAX key.

 

b. Press MENU, 3 (Fax), 1 (Setup Receive), 1 (Receive Mode).

 

c. Press the UP OR DOWN ARROW key to select Fax Only.

 

d. Press the OK key.

 

e. Press the STOP/EXIT key.

 

- Your Brother machine's LCD will display Fax.

 

f. Go to STEP 13.

 

 

10. Using the Brother machine on the same line as a telephone:

 

Use Fax/Tel Mode when your Brother machine shares a single line with your telephones. 

 

IMPORTANT NOTE:  You cannot receive voice messages on voice mail or an answering machine when using Fax/Tel Mode.

 

- If you are using an answering machine on the same line as the Brother machine, go to STEP 11.

 

- If you are using voice mail service on the same line as the Brother machine, go to STEP 12.

 

In Fax/Tel Mode, the Brother machine automatically answers every call upon completion of the Ring Delay unless you manually answer first. 

 

- You can use the Ring Delay feature to adjust the number of times your Brother machine rings in Fax/Tel Mode.  The Ring Delay is set to 04 by default.

 

- If the call is a fax, your Brother machine receives and prints it. 

 

- If the call is a voice call, your Brother machine signals you with a double ring that is different from the phone-company ring, indicating that you should answer. 

 

You can control the amount of time your Brother machine produces the double ring through a setting called F/T Ring Time.

 

 

If you mistakenly answer an incoming fax before the Brother machine does, you can still receive the fax.

 

If you answer a call on an extension telephone and hear a beep every 3 seconds (indicating an automatic fax) or silence (indicating a manual fax), follow these steps to receive the fax:

 

a. Press *, 5, 1 on the telephone's dial pad.

 

b. Wait until you hear your Brother machine's receiving tones (chirping sounds).

 

c. Hang up the telephone's handset.

 

- Your Brother machine will receive the fax.

 

 

If you answer a call on an external telephone connected to the Brother machine's EXT jack and hear a beep every 3 seconds (indicating an automatic fax) or silence (indicating a manual fax), follow these steps to receive the fax:

 

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

 

b. Press 2 on the Brother machine's dial pad.

 

c. Wait until you hear your Brother machine's receiving tones (chirping sounds).

 

d. Hang up the machine's handset.

 

- Your Brother machine will receive the fax.

 

NOTE: If your Brother machine's Easy Receive function is enabled, then you do not have to press the gray key labeled BLACK START or the green key labeled COLOR START on the Brother machine to receive a fax.  Simply wait until you hear your Brother machine's receiving tones and hang up the handset and your machine should automatically receive the fax.  

 

For more information, refer to the solution: "What is Easy Receive and how does it work?"

 

 

To change your Brother machine's Ring Delay setting, follow these steps:

 

a. Press the FAX key.

 

b. Press MENU, 3 (Fax), 1 (Setup Receive), 2 (Ring Delay).

 

c. Press the UP OR DOWN ARROW key to select the number of times you want the line to ring before the Brother machine answers it.

 

- You can select 00, 01, 02, 03, or 04 rings.

 

- If you select 00 the line will not ring at all.

 

d. Press the OK key.

 

e. Press the STOP/EXIT key.

 

 

To change your Brother machine's F/T Ring Time setting, follow these steps:

 

a. Press the FAX key.

 

b. Press MENU, 3 (Fax), 1 (Setup Receive), 3 (F/T Ring Time).

 

c. Press the UP OR DOWN ARROW key to select the amount of time you want the Brother machine to double ring.

 

- You can select 20secs, 30secs, 40secs, or 70secs.

 

d. Press the OK key.

 

e. Press the STOP/EXIT key.

 

 

To put your Brother machine in Fax/Tel Mode, follow these steps:

 

a. Press the FAX key.

 

b. Press MENU, 3 (Fax), 1 (Setup Receive), 1 (Receive Mode).

 

c. Press the UP OR DOWN ARROW key to select Fax/Tel.

 

d. Press the OK key.

 

e. Press the STOP/EXIT key.

 

- Your Brother machine's LCD will display F/T.

 

f. Go to STEP 13.

 

 

11. Using the Brother machine on the same line as an external answering machine:

 

In External TAD Mode, your Brother machine can share a single line with an external answering machine. 

 

Your answering machine automatically answers every incoming call, but your Brother machine "listens" for fax-sending tones while your answering machine's outgoing message plays. 

 

- If your Brother machine detects fax-sending tones, then it will take over the line and receive the incoming fax. 

 

- If your Brother machine does not detect fax-sending tones, then the caller can leave a message on your answering machine.

 

 

Connecting the external answering machine:

 

For External TAD Mode to work correctly with your external answering machine, you must directly connect your answering machine to a telephone jack on the same line as the Brother machine or to the Brother machine's EXT jack.

 

 

Programming the external answering machine:

 

- Brother recommends you program your answering machine to answer within 4 rings.  If you are having problems receiving faxes in External TAD Mode, try programming your answering machine to answer within 2 or 3 rings.

 

We recommend this because fax-sending tones are transmitted for approximately 35 seconds.  If it takes your answering machine too long to answer, the sending fax machine may disconnect before your Brother machine can detect and receive the fax. 

 

 

Recording the outgoing message:

 

- Brother recommends the answering machine's outgoing message be a maximum of 20 seconds long with a 5-second pause before the message starts.

 

We recommend beginning your outgoing message with 5 seconds of silence because your Brother machine cannot detect fax-sending tones over a resonant or loud voice.  You can try omitting this 5-second pause, but if your Brother machine has trouble receiving faxes, you should re-record your outgoing message to include the pause.

 

- End your outgoing message by giving your Fax Receive Code for people who are manually sending faxes.  For example, "Please leave a message after the beep.   You can also send a fax by pressing *51 and Start."

 

 

To put your Brother machine in External TAD Mode, follow these steps:

 

a. Press the FAX key.

 

b. Press MENU, 3 (Fax), 1 (Setup Receive), 1 (Receive Mode).

 

c. Press the UP OR DOWN ARROW key to select External TAD.

 

d. Press the OK key.

 

e. Press the STOP/EXIT key.

 

- Your Brother machine's LCD will display TAD.

 

f. Go to STEP 13.

 

 

12. Using the Brother machine with a voice mail service:

 

If you have voice mail on the same telephone line as your Brother machine, the voice mail service and the Brother machine will conflict with each other when receiving incoming calls.

 

This conflict is caused by the fact that either the Brother machine or the voice mail service will always answer the incoming call, depending on which one you program to answer first. 

 

- If the Brother machine answers a voice call, then the caller will not be able to leave a message on the voice mail service. 

 

- If the voice mail service answers an incoming fax, then you will not receive the fax.

 

To avoid conflicts between your Brother machine and your voice mail service, do one of the following:

 

- Get Distinctive Ring service from your telephone company.

 

Distinctive Ring is a telephone-company service that allows you to have two different telephone numbers on a single telephone line. 

 

For additional information about Distinctive Ring, go to STEP 8.

 

 

- Put your Brother machine in Manual Mode.

 

Manual Mode requires you to manually answer every incoming call. 

 

You can answer a call on the Brother machine's control panel, on a telephone connected to the Brother machine's EXT jack, or on a telephone that shares the line with the Brother machine.

 

Unanswered fax and voice calls will go to your voice mail.

 

- If you answer the call by pressing the HOOK key on the Brother machine's control panel, follow these steps:

 

a. Do one of the following:

 

- If the incoming call is a telephone call, complete it as you normally would. 

 

- If you hear fax-sending tones, the call is a fax.  Go to STEP b.

 

b. Do one of the following:

 

- If you hear fax-receiving tones and the Brother machine's LCD reads Receiving, your machine will receive the fax.

 

- If you do not hear fax-receiving tones, go to STEP c.

 

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

 

d. Press 2 on the Brother machine's dial pad.

 

Your machine will receive the fax.

 

 

- If you answer the call on a telephone connected to the Brother machine's EXT jack, follow these steps:

 

a. Do one of the following:

 

- If the incoming call is a telephone call, complete it as you normally would. 

 

- If you hear fax-sending tones, the call is a fax.  Go to STEP b.

 

b. Do one of the following:

 

- If you hear fax-receiving tones and the Brother machine's LCD reads Receiving, go to STEP e.

 

- If you do not hear fax-receiving tones, go to STEP c.

 

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

 

d. Press 2 on the Brother machine's dial pad.

 

e. Replace the handset.

 

Your machine will receive the fax.

 

 

- If you answer the call on a telephone that shares the line with your Brother machine, follow these steps:

 

a. Do one of the following:

 

- If the incoming call is a telephone call, complete it as you normally would. 

 

- If you hear fax-sending tones, the call is a fax.  Go to STEP b.

 

b. Do one of the following:

 

- If you hear fax-receiving tones and the Brother machine's LCD reads "Receiving," go to STEP d.

 

- If you do not hear fax-receiving tones, go to STEP c.

 

c. Press *, 5, 1 on the telephone's dial pad to transfer the fax to the Brother machine. 

 

d. Replace the handset.

 

Your machine will receive the fax.

 

 

To put your Brother machine in Manual Mode, follow these steps:

 

a. Press the FAX key.

 

b. Press MENU, 3 (Fax), 1 (Setup Receive), 1 (Receive Mode).

 

c. Press the UP OR DOWN ARROW key to select Manual.

 

d. Press the OK key.

 

e. Press the STOP/EXIT key.

 

- Your Brother machine's LCD will display Mnl.

 

f. Go to STEP 13.

 

 

13. Do one of the following:

 

- If your Brother machine is in Manual Mode, go to STEP 14.

 

- If your Brother machine is in External TAD Mode, program your answering machine to answer after 2 rings to ensure the test fax is answered as quickly as possible.  Do not adjust the Brother machine's Ring Delay setting.

 

To adjust the number of times your answering machine rings, consult the answering machine's owner's manual.

 

Once you have programmed your answering machine to answer after 2 rings, go to STEP 14.

 

- If your Brother machine is in Fax Only or Fax/Tel Mode, change the Ring Delay setting to 01

 

The Ring Delay setting determines the number of times your Brother machine rings before it answers. 

 

To adjust your Brother machine's Ring Delay setting, follow these steps:

 

a. Press the FAX key.

 

b. Press MENU, 3 (Fax), 1 (Setup Receive), 2 (Ring Delay).

 

c. Press the UP OR DOWN ARROW key to select 01.

 

d. Press the OK key.

 

e. Press the STOP/EXIT key.

 

f. Go to STEP 14.

 

 

14. Do one of the following:

 

- Have someone send a test fax to your Brother machine.

 

- Fax a piece of paper with the word TEST printed on it to Brother's automated Fax Test Sheet and Product Registration system at 1-877-268-9575. 

 

NOTE: Before you send the test fax, make sure you have programmed your Brother machine's Station ID to include your complete fax number.

 

For more information, refer to the solution: "How do I program my Brother machine's Station ID?"

 

Brother's automated Fax Test Sheet and Product Registration system will automatically fax you a confirmation sheet upon receiving your test fax. 

 

 

15. Do one of the following:

 

- If you did not receive the fax, go to STEP 16.

 

- If you received the fax, your Brother machine is functioning properly. 

 

Remember to reset your Ring Delay or answering machine setting. 

 

If receiving problems recur after you reset your Ring Delay or answering machine setting, then something (i.e., a person or device answering the line) at your location is interfering with the line before your Brother machine has a chance to receive the fax.

 

 

16. Do one of the following:

 

- If your Brother machine is in Fax Only or Fax/Tel Mode, go to STEP 17.

 

- If your Brother machine is in External TAD or Manual Mode, change the Ring Delay setting to 01 for testing purposes:

 

a. Press the FAX key.

 

b. Press MENU, 3 (Fax), 1 (Setup Receive), 2 (Ring Delay).

 

c. Press the UP OR DOWN ARROW key to select 01.

 

d. Press the OK key.

 

e. Press the STOP/EXIT key.

 

f. Go to STEP 17.

 

 

17. Do one of the following:

 

- If your Brother machine is in Fax Only Mode, go to STEP 18.

 

- If your Brother machine is in Fax/Tel, External TAD, or Manual Mode, put the machine in Fax Only Mode for testing purposes:

 

a. Press the FAX key.

 

b. Press MENU, 3 (Fax), 1 (Setup Receive), 1 (Receive Mode).

 

c. Press the UP OR DOWN ARROW key to select Fax Only.

 

d. Press the OK key.

 

e. Press the STOP/EXIT key.

 

- The Brother machine's LCD will display Fax.

 

f. Go to STEP 18.

 

 

18. Do one of the following:

 

- Have someone send a test fax to your Brother machine.

 

- Fax a piece of paper with the word TEST printed on it to Brother's automated Fax Test Sheet and Product Registration system at 1-877-268-9575. 

 

NOTE: Before you send the test fax, make sure you have programmed your Brother machine's Station ID to include your complete fax number.

 

For more information, refer to the solution: "How do I program my Brother machine's Station ID?"

 

Brother's automated Fax Test Sheet and Product Registration system will automatically fax you a confirmation sheet upon receiving your test fax.

 

 

19. Do one of the following:

 

- If you did not receive the fax, go to STEP 20.

 

- If you received the fax, your Brother machine is functioning properly. 

 

Remember to reset your Receive Mode, Ring Delay, or answering machine setting.  

 

If receiving problems recur after you reset your Receive Mode, Ring Delay, or answering machine setting, then something (i.e., a person or device answering the line) at your location is interfering with the line before your Brother machine has a chance to receive the fax.

 

 

20. Although your Brother machine does not support the use of VoIP, it has a Compatibility setting that lowers its modem speed.  Changing the Compatibility to Basic (for VoIP) may help if you're having problems sending and receiving faxes over VoIP. 

 

To adjust the Compatibility setting, follow these steps:

 

a. Press MENU, 0 (Initial Setup), 5 (Compatibility).

 

b. Press the UP OR DOWN ARROW key to select Basic (for VoIP).

 

c. Press the OK key.

 

d. Press the STOP/EXIT key.

 

NOTE: If you change the Compatibility to Basic (for VoIP):

 

- The machine will print all received faxes in black and white.

 

- The Error Correction Mode (ECM) feature will only be available for color fax sending.

 

 

21. Although lowering the Brother machine's modem speed may help with your receiving problem, keep in mind there are also many environmental parameters that can also affect fax reception over VoIP.

 

- Verify 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.

 

 

22. Do one of the following:

 

- Have someone send a test fax to your Brother machine.

 

- Fax a piece of paper with the word TEST printed on it to Brother's automated Fax Test Sheet and Product Registration system at 1-877-268-9575. 

 

NOTE: Before you send the test fax, make sure you have programmed your Brother machine's Station ID to include your complete fax number.

 

For more information, refer to the solution: "How do I program my Brother machine's Station ID?" 

 

Brother's automated Fax Test Sheet and Product Registration system will automatically fax you a confirmation sheet upon receiving your test fax. 

 

 

23. Do one of the following:

 

- If you did not receive the fax, go to STEP 24.

 

- If you received the fax, your Brother machine is functioning properly. 

 

Remember to reset your Receive Mode, Ring Delay, or answering machine setting. 

 

If receiving problems recur after you reset your Receive Mode, Ring Delay or answering machine setting, then something (i.e., a person or device answering the line) at your location is interfering with the line before your Brother machine has a chance to receive the fax.

 

 

24. Do one of the following:

 

- If you asked someone to send you a test fax, follow these steps:

 

a. Verify you gave the sender the correct fax number, and that he or she is dialing that number correctly.

 

For example, if the sender must dial 9 for an outside line or dial your area code, make sure he or she is doing so.

 

b. Have the sender attempt to send you another test fax.

 

c. Go to STEP 25.

 

 

- If you sent a test fax to Brother's automated Fax Test Sheet and Product Registration system, follow these steps:

 

a. Make sure you have correctly programmed your Brother machine's Station ID to include your complete fax number. 

 

- For more information, refer to the solution: "How do I program my Brother machine's Station ID?" 

 

b. Fax another piece of paper with the word TEST printed on it to Brother's automated Fax Test Sheet and Product Registration system at 1-877-268-9575.

 

c. Go to STEP 25.

 

 

25. Do one of the following:

 

- If you did not receive the fax:

 

a. Have someone send you a fax at an "off-peak" time.

 

VoIP is an Internet application, so it is susceptible to network congestion.  If you have ever noticed a website that usually loads quickly taking a long time to load, then you have experienced network congestion.  Because faxing is a time-sensitive process, network congestion on your VoIP system may cause fax transmissions to time out before your machine can receive them.  You may be able to avoid this having the other party send the fax later. 

 

b. Contact your VoIP provider and ask if they can optimize the network settings for fax transmission.

 

 

- If you received the fax, your Brother machine is functioning properly. 

 

Remember to reset your Receive Mode, Ring Delay, or answering machine setting.

 

If receiving problems recur after you reset your Receive Mode, Ring Delay, or answering machine setting, then something (i.e., a person or device answering the line) at your location is interfering with the line before your Brother machine has a chance to receive the fax.

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