Fax troubleshooting

For detailed descriptions of common terms and tasks, see the following:

Fax troubleshooting checklist

If you encounter problems sending and receiving faxes, then check the connection first:

  1. Check for a dial tone on the telephone line by plugging an analog telephone into the wall jack, DSL filter, VoIP device, or cable modem where you connected the printer. Make sure you plug the telephone into the same port.

    If you do not hear a dial tone, then contact your line provider.

  2. While the printer is connected to the telephone line, check for a dial tone by plugging an analog telephone into the EXT port of the printer.

    If you do not hear a dial tone, then use the checklist below. Listen for a dial tone after checking each item.

    If you hear a dial tone but still have problems sending and receiving faxes, then see the other topics in this section.

Connection checklist

Cannot send faxes

If the “Fax troubleshooting checklist” does not solve the problem, then try one or more of the following:

Make sure to enter your user information in the printer

If you did not enter your user information during initial setup, then enter your fax name and fax number. This is the information that identifies you as the sender in all the faxes that you send. Some countries or regions require the fax number and fax name for you to send a fax, and some fax machines block anonymous faxes.

Reduce the transmission speed of the fax modem

The modem of the printer can send and receive data up to at 33,600 bps. However, it is not necessary to set the modem to its fastest transmission capability. The speed of the modem of the receiving fax machine must match or be greater than the speed at which you are sending your fax. Otherwise, your fax will not be received.

  1. From the home screen, navigate to:

    the setup icon > Fax Setup > Dialing and Sending > Max Send Speed

  2. Select a sending speed, and then touch Accept.

Enable error correction

Errors and blurs may appear in the faxed document if there is too much noise on the line. This feature enables the printer to transmit the bad blocks of data again and correct the errors. When a fax has too many errors, the fax may be rejected by the receiving fax machine.

From the home screen, navigate to:

the setup icon > Fax Setup > Dialing and Sending > Error Correction > On > Accept

Enable automatic fax conversion

If the receiving fax machine does not support color fax, then this option automatically converts the outgoing color fax to black and white. It also automatically reduces the resolution of the fax to a resolution that the receiving machine can support.

From the home screen, navigate to:

the setup icon > Fax Setup > Dialing and Sending > Auto Fax Convert > On > Accept

Make sure that the Dial Prefix setting is correct

The dialing prefix is the number or series of numbers that you press before you can dial the actual fax number or telephone number. If the printer is in an office setting or in a private branch exchange, then this can be a specific number that you need to press so you can make a call outside the office.

  1. From the home screen, navigate to:

    the setup icon > Fax Setup > Dialing and Sending > Dial Prefix

  2. Check the prefix.

    If the prefix is not correct, then enter the correct prefix, and then touch Accept.

Cannot receive faxes

If the “Fax troubleshooting checklist” does not solve the problem, then try one or more of the following:

Make sure that you have configured the correct settings for your setup

If the printer is sharing the line with other devices, then make sure that the following are set:

Make sure that the printer is connected to an analog port

The printer is an analog device. If you are using a PBX system, then make sure that the printer is connected to an analog port on the PBX. You may need a digital line converter that converts digital signals into analog signals.

Make sure to free up printer memory

The printer saves an incoming fax to the printer memory before it prints the fax. If the printer runs out of ink or runs out of paper while receiving the fax, then the printer saves the fax so you can print it later. However, if the printer memory is full, then the printer may not be able to receive more incoming faxes. An error message appears on the touch screen when the printer memory is full. Resolve the error to free up space in the printer memory.

Make sure that Fax Forwarding is disabled

From the home screen, navigate to:

the setup icon > Fax Setup > Ringing and Answering > Fax Forward > Off > Accept

Increase the ringer volume

If you set the printer to receive faxes manually (Auto Answer Off), then increase the ringer volume.

Make sure that you have the correct manual answer code

If you set the printer to receive faxes manually (Auto Answer Off), then you need to enter the correct code when a fax comes in so that the printer can receive it.

  1. From the home screen, navigate to:

    the setup icon > Fax Setup > Ringing and Answering > Manual Answer Code

  2. Copy the manual answer code that appears on the touch screen.

    Note: The default code is *9*, but for increased security, you can change it to a number that only you know.

Cannot run the fax software

The printer must be connected to a telephone, DSL, VoIP, or cable service before you can configure the fax settings in the fax software.

Make sure a fax driver is installed

The fax option is available for use only with the PostScript driver or the Universal Fax Driver. For information on installing these drivers, see the Software and Documentation CD.

Make sure the printer is connected to a telephone line

You need to connect the printer to your telephone line (through a standard wall jack, a DSL filter, a VoIP adapter, or a cable modem) before you can open the fax software and configure the fax settings.