MFC-7360N

FAQs & Troubleshooting

FAQs & Troubleshooting

I am having a problem receiving faxes.

If you are having difficulty receiving faxes, please follow the instructions below:

 

  1. Verify your Brother machine has a dial tone. (Click here to see details of how to verify the Brother machine has a dial tone.)

     

    • If there is a dial tone, go to STEP 3.
       
    • If there is no dial tone, verify the telephone line cord is directly connected from the Brother machine's LINE jack (socket) to the wall telephone jack (socket).

       

      • If you are using an analog telephone line and there are splitters, commshare devices, power strips or surge protectors between the wall telephone jack (socket) and the Brother machine, please remove them. Removing these devices assists in determining if the issue is related to the device or the Brother machine.
         
      • If you are using a DSL or Voice Over Internet Protocol (VoIP) telephone system, there can be multiple types of telephone line connections (modems, interface boxes, phone adapters, splitters, etc). However, you must use the Brother machine's LINE jack (socket) for the connection.

     

  2. If there is still no dial tone, click here.
  1. Verify the receive mode is set correctly. The correct receive mode is determined by the external devices and telephone subscriber services (Voicemail, Distinctive Ring, etc.) you have on the same line as the Brother machine.

    Will you be using a Distinctive Ring number for receiving faxes?

    Brother uses the term "Distinctive Ring" but other telephone companies have other names for this service such as BT Call Sign, Custom Ringing, RingMaster, Personalized Ring, Teen Ring, Ident-a-Call and Smart Ring. Click here to see details of Distinctive Ring and how to program it.

    Will you be using Voicemail on the same telephone line as your Brother machine?

    If you have voicemail on the same telephone line as your Brother machine, there is a strong possibility that voicemail and the Brother machine will conflict with each other when receiving incoming calls. Click here to see details of how to use voicemail on the same line as the Brother machine.

    Will you be using a Telephone Answering Device on the same telephone line as your Brother machine?

    Your external telephone answering device (TAD) will automatically answer every call. Voice messages are stored on the external TAD and fax messages are printed. Choose External TAD as your receive mode. Click here to see details of how to set up an answering machine (TAD) to work on the same line as the Brother machine.

    Will you be using your Brother machine on a dedicated fax line?

    Your machine automatically answers every call as a fax. Chose Fax Only as your receive mode.

    Will you be using your Brother machine on the same line as your telephone?

     

    • Do you want to receive voice calls and faxes automatically?

      The Fax/Tel receive mode is used when sharing the Brother machine and your telephone on the same line. Choose Fax/Tel as your receive mode. Click here to see details of how to use a telephone on the same line as the Brother machine in Fax/Tel Mode.

      Important Note: You can not receive voice messages on either voicemail or an answering machine when choosing the Fax/Tel mode.

       
    • Do you expect to receive very few faxes?

      Choose Manual as your receive mode. You control the phone line and must answer every call yourself.

       
    To change the answer mode, press Menu and select Initial Setup => Receive Mode
    Select the correct answer mode. Press OK and then Stop/Exit.
    1. If the answer mode did not require an adjustment, continue to STEP 4.
       
    2. If the answer mode required an adjustment, test by contacting a person and have them send you a fax.

       
  1. If you are using Voice Over Internet Protocol (VOIP) (a technology that allows you to make telephone calls using a broadband Internet connection instead of a standard analog phone line), review the information listed below. If you are not using VOIP continue to STEP 5.

    Voice Over Internet Protocol (VOIP) is not a marketed feature of your Brother machine, however there is a "Compatibility" setting available with this machine that may assist with sending and receiving faxes when using this service. Adjusting this setting lowers the baud rate (modem speed) and turns ECM (Error Correction Mode) Off. To adjust the "Compatibility" setting, follow the steps listed below.

     

    1. Press Menu and select Fax => Miscellaneous => Compatibility.
       
    2. Select Basic (for VoIP) or Basic.
      NOTE: Basic (for VoIP) or Basic reduces the modem speed to 9600 bps.

       
    3. Press OK.
       
    4. Press Stop/Exit.
 

    Test the print operation of the unit by printing the Help List. To print the Help List, press Menu and select Print Reports => Help List => Start or Black(Mono) Start . The Help List should begin printing, If the Help List prints successfully, continue to STEP 6. If the help list does not print, your unit may require service. Please contact Brother Customer Service from "Contact Us."
 

  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. If you are using a DSL line, follow the steps listed below. If you are not using a DSL line, skip to STEP 8.
    NOTE: If you are unable to perform the steps listed below, please contact your DSL provider for assistance.

     

    1. Turn the DSL modem OFF or disconnect its power supply.
       
    2. Disconnect the DSL modem from the telephone line filter.
       
    3. Remove the filter from the wall jack (socket).
       
    4. Connect the FAX machine to the wall jack (socket).
       
    5. Test by contacting a person and have them send you a fax.


      If the fax is sent successfully, you'll need to contact your DSL provider for assistance in resolving the interference from the DSL system. Be sure to verify with your DSL provider that you have the correct filters required when sending and receiving faxes using the DSL system.

      If the problem continues, continue to STEP 8.

       
  1. Try sending 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, press MENU and select Fax => Set Up Receive => Ring Delay. Select 01. Press OK and Stop/Exit

      To adjust the number of rings programmed on your answering machine, refer to the user's guide for the device.

       
    2. Next, please contact a person and have them send you a fax.
       
    3. If you receive the test fax successfully, your unit is operating correctly. Remember to reset your ring delay or answering machine setting. If receiving problems return after the setting has been 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. If you did not receive the fax, continue to STEP 9.
       
  1. Verify 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 a mobile phone, you can test the number yourself. Dial your fax number from the second telephone number or mobile phone as if you are sending a fax. Then, press the Hook, Hook/Hold, Speaker Phone or Tel/R key on your machine. Determine if what you are hearing on the phone you have dialed from is consistent with what you are hearing on the FAX/MFC. For example, if you hear ringing on the dialing phone, but don't hear the FAX/MFC ring, then there is a problem with the line or the number you are dialing. In this case, you will need to contact your telephone line provider for assistance.
     
  1. Test the unit on another phone jack (socket) with a different telephone number to verify there is no problem with the current phone line. If the machine is able to receive a fax when connected to another line, you will need to contact your telephone line provider.

If, after following the instructions, you continue to experience problems receiving faxes, your unit may require service. 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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