MFC-J415W

FAQs & Troubleshooting

FAQs & Troubleshooting

I am using Voice Over Internet Protocol (VoIP) and am having problems sending faxes.

VoIP is a type of phone system that uses an internet connection, rather than a traditional phone line. Although Voice Over Internet Protocol (VoIP) is not a supported feature of the Brother machine, the problem you are experiencing when trying to send faxes may not be related to the VoIP service. You should verify your telephone line connection, paper feeding process, and machine functionality before making any adjustments related to the VoIP service.

  1. Verify your Brother machine has a dial tone. For more information, please refer to "How can I verify if my Brother machine has a dial tone?".

    - If there is a dial tone, go to STEP 4.

    - If there is no dial tone, verify a telephone line is connected to the jack (socket) on the Brother machine (labelled "LINE" for some countries). If there is still no dial tone, go to STEP 2.

     

    When using VoIP there can be multiple types of telephone line connections (modems, interface box, phone adapters, splitters, etc). However, a telephone line must be connected to the jack (socket) on the Brother machine (labelled "LINE" for some countries).

     

     

  2. Verify the date and time are displayed on the LCD.

    - If the date and time show on the LCD, go to STEP 3.

    - If the LCD displays an error message (for example, "Paper Jam") or status message (for example, "Ink Empty"), refer to the solution that addresses the message that is appearing on the LCD.

    - If the LCD is blank, follow the steps below:

    1. Verify the power cord is connected to the AC power outlet (electrical socket). 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. Removing the device assists in determining if the problem (blank display) is related to the device or the Brother machine.

     

    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 AC power cords and telephone line cords. Surge protectors equipped with telephone jacks (sockets) will assist in insulating your machine from any power surge that might travel through a telephone line.

    1. Verify the Brother machine is powered ON. The On/Off or Power Save key is located on the control panel. In OFF mode, the LCD will be blank.
    2. Adjust the LCD contrast.
      For more information, refer to the Related FAQs "How do I change the brightness on the LCD as it is too dark and I cannot read the screen?" at the end of the page.
    3. If the LCD is still blank, try a different, known-working electrical outlet (socket) at your location.
    4. If the LCD is still blank, your machine may require service. Please contact Brother Customer Service from "Contact Us".

     

  3. If there is still no dial tone, you should contact your VoIP provider for assistance.
    If there is a dial tone, go to STEP 4.
     
  4. Send a fax using the flatbed scanner glass.

    *If your Brother machine has Automatic Document Feeder (ADF), you can also use the ADF instead of the scanner glass. Please refer to "Using the ADF" below.

     

    1. Press the Fax mode key.
    2. If your Brother machine has an ADF, verify that it is empty.
    3. Lift the document cover and, using the guidelines on the left and top of the scanner glass, place the document face down in the upper left hand corner of the flatbed scanner glass.
    4. Close the document cover.
    5. Enter the fax number. You can manually dial or use a Speed Dial number.
      *If One Touch Dial is available for your Brother machine, you can also enter the fax number by pressing a One Touch key on the machine's control panel.
    6. Press Black (Mono) Start or Color (Colour) Start.
      • If you press Black (Mono) Start, the machine starts scanning the first page. Go to STEP g.
      • If you press Color (Colour) Start, the machine starts sending the document.
        (On some Brother machines, the LCD asks if you want to send a colour fax. Choose Yes to confirm.)
    7. Do one of the following:
      • To send a single page, choose No (or press Black (Mono) Start) again. The machine starts sending the document.
      • To send more than one page, choose Yes and go to STEP h.
    8. Lift the document cover, remove the first document and place the second page on the flatbed scanner glass.
      Press OK. (For Touchscreen models, press Black (Mono) Start instead.) The Brother machine starts scanning the second document. (Repeat STEPS g and h for each additional page.) When all documents have been scanned, press Black (Mono) Start and the Brother machine will begin to dial.

     

    <Using the ADF (available for ADF models)>

     

    1. Press the Fax mode key.
    2. Before placing your document(s) in the ADF, verify the LCD displays the date and time.
    3. Place a document in the ADF. The LCD screen should display "ADF Ready" when you place the document(s) in the ADF and then display the Fax Sending Options.
      NOTE: The LCD will display the message "ADF Ready" for a few seconds before displaying the Sending Options.
      If the LCD changes, go to STEP e. If the LCD continues to display the date and time, go to STEP d.
    4. If the LCD continues to show the date and time, verify the width of the document is 5.8 inches or more. If the document is less than 5.8 inches wide, the document sensors will not "sense" the document and the Brother machine will not transmit. The document must be wide enough to reach the sensors to inform the machine there is a document to send. You will need to use a wider sheet of paper. If the paper meets the specifications and the LCD remains on date and time when a document is placed in the ADF, please contact Brother Customer Service from Contact Us. If the LCD changes, go to STEP e.
    5. Enter the fax number. You can manually dial or use a Speed Dial number.
      *If One Touch Dial is available for your Brother machine, you can also enter the fax number by pressing a One Touch key on the machine's control panel.
    6. Press Black (Mono) Start or Color (Colour) Start.

     

     

    If the problem continues, go to STEP 5.

    • If you are using access numbers for calling cards, long distance security codes, or pressing 9 to access the outside line, and a pause is required between the dialling of those numbers and the fax number press the Redial/Pause key when needed. The Redial/Pause key will insert a 3.5-second (for UK: 2.8-second) pause between numbers. You can press Redial/Pause as many times as need to increase the length of the pause.
       
    • When manually sending a fax, make sure you wait to hear the fax tones of the receiving fax unit before pressing Black (Mono) Start or Color (Colour) Start.
       
    • If you are having a problem sending a fax to one particular number, verify the number is a working fax number.
     

     

  5. VoIP is not a supported 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 VoIP. Adjusting this setting lowers the modem speed.

    To adjust the compatibility setting follow the steps listed below:
    1. Press Menu => Initial Setup => Compatibility => Basic(for VoIP).
    2. Press OK. (For touch screen models, skip this step.)
    3. Press Stop/Exit.

     

    When you change the compatibility to Basic (for VoIP), the Error Correction Mode (ECM) feature is only available for colour-fax sending.

     

    In addition to lowering the modem speed please keep in mind there are many environmental parameters which can also affect faxing over VoIP.

    • Verify that no other applications or computers are downloading files. While VoIP operates separately from the computer and they do not normally interfere with each other, the amount of data that can be transmitted from all devices on the system at one time is limited. If a fax is being sent or received and a computer begins downloading, it will consume bandwidth and could prevent the fax from going through.
       
    • Try sending the fax again at an "off-peak" time. Faxing over VoIP is an internet application. If you have ever noticed a web site that normally loads quickly taking a long time to load, then you have experienced network congestion. The same thing can happen to a fax sent over VoIP. Data packets can get delayed, and because fax machines are time sensitive, the fax transmission may time out. Resending the fax later may avoid this.
       
    • You may want to contact your VoIP provider and ask if they can optimise the network settings for fax transmission.

     

    If you continue to have problems sending faxes we recommend you contact your VoIP Provider for assistance.

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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