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Problem Solver / Faxing Problems

Sending and Receiving Faxes Problems

The document stops feeding during faxing
The product is receiving faxes but not sending them
Outgoing fax calls keep dialing
Faxes you send are not arriving
Incoming fax calls are not being answered
Faxes are transmitting or being received very slowly
A blank copy is output even though an original is set on the Auto Document Feeder during scanning.
Time setting is incorrect

The document stops feeding during faxing

Try one or more of the following solutions.

The maximum length of a page you can load is 355.6 mm. Faxing a longer page stops at 355.6 mm. The minimum page size for the Auto Document Feeder is 182 x 257 mm (7.1 x 10.1 in.). If the item is too small, it can jam inside the Auto Document Feeder.

If there is no jam and it has been less than one minute, wait a moment before pressing the Cancel button. If there is a paper jam, see Clearing Jammed Paper.

Try sending to a different fax machine. There might be problems with the fax machine you are sending to.

Try one of the followings. There might be problems with the phone line.

Turn up the volume on the product and press the B&W Start or Color Start button on the control panel. If you hear a dial tone, the phone line is working. To change the speaker volume, see Basic Settings.

Disconnect the product from the phone jack and connect a phone. Try to make a phone call to make sure the phone line is working.

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The product is receiving faxes but not sending them

Try one or more of the following solutions.

If your product is on a PBX system, the PBX system might be generating a dial tone the product cannot detect. Disable the detect dial tone setting. See Basic Settings.

If you think there might be a poor connection on this phone line, try sending the fax later and see if it sends successfully.

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Outgoing fax calls keep dialing

The product will automatically redial a fax number if the Auto Redial Tries setting is set between 1 and 99. To stop the redials while the product is dialing, press the Cancel button. Change the redial settings if necessary.

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Faxes you send are not arriving

Try one or more of the following solutions.

Call the recipient to make sure the fax machine is on and ready to receive faxes.

Make sure the fax is still waiting in memory. A fax might be in memory because it is waiting to redial a busy number, there are other jobs ahead of it waiting to be sent, or the fax is set up for a delayed send. If a fax job is in memory for any of these reasons, an entry for the job appears in the fax log. Print a fax activity report and check the Status column for jobs with a Pending designation.

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Incoming fax calls are not being answered

Try one or more of the following solutions.

Check if the Incoming Mode is set to Fax only. If the Incoming Mode is set to Phone only, the product never answers calls. Answer the phone and start receiving the fax yourself. See Reception Settings.

Make sure the product is connected properly to a phone line.

Check if there are too many devices connected to the phone line. Try removing the last device connected and see if the product works. If not, continue removing devices one at a time and retry after removing each one.

Make sure the phone line is working. Try one of the followings.

Turn up the volume on the product and press the B&W Start or Color Start button on the control panel. If you hear a dial tone, the phone line is working.

Disconnect the product from the phone jack and connect a phone. Try to make a phone call to make sure the phone line is working.

Check if the product is out of paper. If the product is out of paper and its memory is full, it will not be able to receive faxes. Refill the MP tray or the paper cassette. The product will print all of the faxes it has saved in memory and will then resume answering fax calls.

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Faxes are transmitting or being received very slowly

Try one or more of the following solutions.

Check if you are sending or receiving a very complex fax. A complex fax, such as one with many graphics, takes longer to be sent or received.

Check if the receiving fax machine has a slow modem speed. The product only sends the fax at the fastest modem speed the receiving fax machine can use.

Check if the resolution at which the fax was sent or received is very high. A higher resolution typically results in better quality, but also requires a longer transmission time. If you are receiving the fax, call and ask the sender to lower the resolution and resend the fax. If you are sending, lower the resolution and resend the fax. To change the default setting, see Making Changes to Fax Settings.

Check if there is a poor phone line connection. If there is a poor phone line connection, the product and the receiving fax machine slow down line transmission to adjust for errors. Hang up and resend the fax. If this does not work, have the phone company check the phone line.

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A blank copy is output even though an original is set on the Auto Document Feeder during scanning.

Check if the ADF unit or ADF cover is closed firmly.

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Time setting is incorrect

The time setting may be reset if the product's power remains off for a long time. Set the time again in Time Setting in the Setup menu. See Using the Setup Menu for instructions.

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