Solving fax problems (some models only)
If you ran a fax test and the test failed, see the test report for possible solutions. For more detailed information, see the
onscreen user guide on the Starter CD.
The device is having problems
sending and receiving faxes
Make sure you use the phone cord that came with the device.
Other equipment that uses the same phone line as the device might be in use. Make sure
extension phones (phones on the same phone line, but not connected to the device) or other
equipment is not in use or off the hook. For example, you cannot use the device for faxing if an
extension phone is off the hook or if you are using a computer dial-up modem to send e-mail or
access the Internet.
If you are using a phone splitter, the splitter could cause faxing problems. Try connecting the
device directly to the telephone wall jack.
Make sure that one end of the phone cord is connected to the telephone wall jack, while the
other end to port labeled “1-LINE” on the back of the device.
Try connecting a working phone directly to the telephone wall jack and check for a dial tone –-
if you do not hear a dial tone, please contact your telephone company to check the line.
Make sure you connect the device to an analog phone line, or you cannot send or receive faxes.
To check if your phone line is digital, connect a regular analog phone to the line and listen for a
dial tone. If you do not hear a normal-sounding dial tone, it might be a phone line set up for
digital phones. Connect the device to an analog phone line and try sending or receiving a fax.
The phone line connection might be noisy. Phone lines with poor sound quality (noise) can cause
faxing problems. Check the sound quality of the phone line by plugging a phone into the
telephone wall jack and listening for static or other noise. If you hear noise, turn Error Correction
Mode (ECM) off and try faxing again.
If you are using a digital subscriber line (DSL) service, make sure that you have a DSL filter
connected. Without the filter, you cannot fax successfully.
If you are using either a private branch exchange (PBX) or an integrated services digital network
(ISDN) converter/terminal adapter, make sure the device is connected to the correct port and the
terminal adapter is set to the correct switch type for your country/region.
Solving fax problems (some models only)
19
English
The device can send faxes, but
cannot receive faxes
If you are not using a distinctive ring service, check to make sure that the Distinctive Ring feature
on the device is set to All Rings.
If Auto Answer is set to Off, or you have a voice mail service at the same phone number you use
for fax calls, you can only receive faxes manually.
If you have a computer dial-up modem on the same phone line with the device, check to make
sure that the software that came with your modem is not set to receive faxes automatically.
If you have an answering machine on the same phone line with the device:
• Check that the answering machine is working properly.
• Make sure your setup looks like the second example in Table 3-1 on page 11.
• Make sure the device is set to receive faxes automatically.
• Make sure the Rings to Answer setting is set to a greater number of rings than the answering
machine.
• Disconnect the answering machine and then try receiving a fax.
• Record a message that is approximately 10 seconds in duration. Speak slowly and at a low
volume when recording your message. Leave at least 5 seconds of silence at the end of the
voice message.
Other equipment that uses the same phone line might be causing the test to fail. You can
disconnect all the other devices and run the test again. If the Dial Tone Detection Test passes,
then one or more of the other equipment is causing problems. Try adding them back one at a
time and rerunning the test each time until you identify which piece of equipment is causing the
problem.
The device cannot send faxes,
but can receive faxes
The device might be dialing too fast or too soon. For example, if you need to access an outside
line by dialing “9”
, try inserting pauses as follows: 9-XXX-XXXX (where XXX-XXXX is the fax
number you are sending to). To enter a pause press Redial/Pause, or press the Space (#) button
repeatedly, until a dash (-) appears on the display.
The display always shows
Phone Off Hook
You are using the wrong phone cord. See the first two issues under “The device is having
problems sending and receiving faxes” on page 18.
The device is having problems
sending a manual fax
This possible solution applies only in the countries/regions that receive a 2-wire phone cord in
the box with the device, including: Argentina, Australia, Brazil, Canada, Chile, China,
Colombia, Greece, India, Indonesia, Ireland, Japan, Korea, Latin America, Malaysia, Mexico,
Philippines, Poland, Portugal, Russia, Saudi Arabia, Singapore, Spain, Taiwan, Thailand, USA,
Venezuela, and Vietnam.
Make sure your setup looks like the first example in Table 3-1 on page 11.
If you are sending a fax manually from your phone that is connected directly to the device, you
must use the keypad on the telephone to send the fax.
Fax tones are recorded on my
answering machine
See the fourth issue under “The device can send faxes, but cannot receive faxes” on page 19.
The phone cord that came with
my device is not long enough
If the phone cord that came with the device is not long enough, you can use a coupler to extend
the length. You can purchase a coupler at an electronics store that carries phone accessories.
You also need another phone cord, which can be a standard phone cord that you might already
have in your home or office.
1. Using the phone cord supplied in the box with the device, connect one end to the coupler,
and then connect the other end to the port labeled 1-LINE on the back of the device.
2. Connect a second phone cord to the open port on the coupler and to the telephone wall
jack.
Troubleshooting
20