MFC-J6510DW

FAQs & Troubleshooting

FAQs & Troubleshooting

Why doesn't the machine answer when receiving a call?

If you are having problems receiving calls or faxes, follow the instructions below:


  1. Verify if your Brother machine has a dial tone. Click here to see how to verify if the Brother machine has a dial tone.

    1. If there is dial tone, continue to STEP 4.

    2. If there is no dial tone, verify the telephone line cord is connected from the jack (socket) on the Brother machine (labeled LINE for USA) directly to the WALL jack (socket). If there are splitters, commshare devices, power strips or surge protectors between the WALL jack (socket) and the Brother machine, please remove them. If the line connection does not require any changes, continue to STEP 2. If the line connection required a correction, connect the line cord correctly and then try to listen for a dial tone. If there is a dial tone, continue to STEP 4. If there is still no dial tone, continue to STEP 2.

Removing the line from the device assists in determining if the issue is related to the device or the Brother machine. This is done for TESTING PURPOSES ONLY.

To protect your investment against power surges and lightning, Brother strongly recommends that you connect your machine to a surge protector. In particular we suggest that you use a surge protector that is compatible with both standard A.C. 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.

  1. Verify that the date and time are displayed on the LCD.

    1. If the LCD displays an error message, refer to "FAQs & Troubleshooting" for information on the error message you are receiving.

    2. If the LCD displays the date and time, continue to STEP 3.

    3. If the LCD is blank, first verify that the unit is not in the OFF mode. 
      Turn on the power switch of the machine until the date and time appear on the display. If the display remains blank, verify that the power cord is connected. 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. If the display is still blank, try a different electrical outlet. If the display still remains blank, your machine may require service.
  1. Remove the telephone line cord from the WALL jack (socket) and connect a known working extension telephone with a known working telephone line cord to the same WALL jack (socket). Lift the handset of the telephone and listen for a dial tone.

    1. If the telephone does not have dial tone, the issue is related to the phone line or WALL jack (socket). Contact the local telephone company for assistance.

    2. If the telephone has a dial tone, disconnect the telephone line cord from the telephone and connect it to the jack (socket) on the Brother machine (labeled LINE for USA). Then check if your Brother machine has a dial tone. If there is a dial tone continue to STEP 4. If you do not hear a dial tone and your machine may require service.

  1. Verify that the answer mode is set correctly on the Brother machine.
    This is determined according to other devices/services on the same line as the FAX/MFC.

    • FAX ONLY
      In this setting, the Brother machine automatically answers every call as a fax call. You cannot receive an incoming voice call, but you can make an outgoing voice call.

       

    • FAX/TEL
      In this setting, the Brother machine automatically answers every call upon completion of the ring delay (unless you answer first). Ring delay is the number of times the unit and all extension phones will ring before the unit answers the call. If the call is a fax, it prints the fax. If the call is voice, it signals you with a double ring that is different from the phone company ring.

    • EXTERNAL TAD
      This setting is the only one that can be used with an external answering machine. Your telephone answering device is connected to your Brother machine and answers every call (unless you answer first). Once the TAD answers, the Brother machine is in the background silently listening for fax tones. If it detects fax tones, it will go into the receive mode. If it does not hear fax tones, it remains silent and allows the caller to leave a voice message on the answering device.

    • MANUAL
      In this setting, the Brother machine will not answer incoming calls automatically (unless using Distinctive Ringing feature).

If in the FAX/TEL mode the Brother machine will answer after the F/T Ring Time. In the TAD mode the TAD will answer after completing the number of rings set on the TAD. If you answer a fax call on an external telephone (in the EXT. jack for USA), you can make your Brother machine take over by entering the FAX Receive Code. When you enter the Fax Receive Code *51(*91 for New Zealand), the Brother machine starts to receive the fax.

  1. If the unit is on a rollover system, connect the unit to the last line of the rollover pattern. You do not want your fax machine rolling over to another line.
  1. Test the print operation of the unit by printing the User Settings. To print the User Settings, follow the instructions below:

    1. Press Menu.
    2. Choose Print Reports => User Settings.
    3. Press Black(Mono) Start, Color(Colour) Start or Start.

    The User Settings should begin printing. If the print option works, continue to STEP 7. If the print option does not work, please contact Brother Customer Service from "Contact Us".
  1. Complete a test fax to your unit.

    1. First, adjust your ring delay setting. If the answer mode is set to MANUAL, do NOT adjust the ring delay setting and continue to Step b. If the answer mode is set to FAX ONLY or FAX/TEL, reduce the ring delay to 1 (or 2 or 3 for Europe, Asia/Oceania regions) ring. If the answer mode is set to EXTERNAL TAD, reduce the number of rings programmed on your answering machine to 2 (or 3 or 4 for Europe, Asia/Oceania regions). This is to ensure the test fax is answered as fast as possible. The ring delay setting determines the number of times the unit rings before it answers.
      To check the ring delay setting for the Brother machine,
      *If your machine has a touchscreen, please follow the steps under "For touchscreen models" below.

      1. If the FAX mode key is not illuminated in blue, press it.
      2. Press Menu.
      3. Choose Fax => Setup Receive => Ring Delay.
      4. Choose 01 (or 02 or 03 for Europe, Asia/Oceania) and press OK.

      <For touchscreen models>

      1. If the FAX mode key is not illuminated in blue, press it.
      2. Press Menu.
      3. Choose Fax => Setup Receive => Ring Delay.
      4. Choose 01 (or 02 or 03 for Europe, Asia/Oceania).

      To adjust the number of rings programmed on your answering machine, use the owner's manual for the device.

    2. Next, you can contact a person and have them send you a fax.

      --OR--
      (Only for USA)
      You can utilize our automated Fax Test Sheet and Product Registration system. If you have not completed and faxed your Fax Test Sheet provided with your product documentation, fill out the warranty registration information and fax it to 1-877-268-9575. Please make sure your station ID is programmed into your unit prior to sending the Test Sheet. Shortly after your Test Sheet is received by the system, the system will automatically fax a confirmation sheet to the number programmed as the station ID. If you have already registered your warranty, fax a blank piece of paper with the word "Test" printed on it and a confirmation sheet will still be sent to you. By utilizing the Fax Test Sheet and Product Registration system, it eliminates the need to contact an outside source to send you a test fax.

    3. If you receive the test fax successfully, your unit is operating properly. Remember to reset your ring delay or answering machine setting. If receiving problems recur after the setting is reset, then something (i.e. a person or device answering the line) at your location is interfering with the fax reception before the machine has a chance to answer the fax.
  1. Verify that senders are dialing the correct number and you are providing the sender with the correct fax number for your unit. If you have a second telephone number at your location or cell phone, you can test the number yourself. Dial your fax number from the second telephone number or cell phone as if you are sending a fax. If you hear ringing on the phone you are dialing from, verify if your Brother machine has a dial tone. If you hear a dial tone, this indicates there is a problem with the line or the telephone number and you will need to contact your local telephone company for assistance.

If you continue to experience problems with receiving faxes, please contact Brother Customer Service from "Contact Us".

If your question was not answered, have you checked other FAQs?

Have you checked the manuals?

If you need further assistance, please contact Brother customer service:

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