MFC-9330CDW

FAQs & Troubleshooting

FAQs & Troubleshooting

The message "Poor Line Condition" or "NG" appears on the Transmission Verification Report when I try to send a fax.

These messages are generally caused by either interference on the line, phone line connection and/or an alarm system or another device on same line as the Brother machine. To resolve this issue follow the steps listed below:

  1. Verify the quality of the dial tone. Click here to see how to verify if your Brother machine has a dial tone. If the dial tone is poor (excessive static, noise, etc), you should contact your local telephone company for further investigation. If the dial tone is clear continue to STEP 2.

  2. If the message NG or Poor Line Condition appears on the transmission verification report with the majority of the faxes you send continue to STEP 4. If the message appears sporadically continue to STEP 3.

  3. To determine if the issue is occurring when sending faxes to particular fax numbers, print the Fax Journal Report.

    1. Press Settings(Settings).

    2. Press All Settings.

    3. Press the Up or Down arrow key to display Print Reports.

    4. Press Print Reports.

    5. Press Fax Journal.

    6. Press OK.

    7. Press Home(Home).


    This report includes information in reference to the last 200 incoming and outgoing faxes; date and time, the fax number or name (provided the information was entered in the sending fax machine), duration, the number of pages, the result and comment.

    If you have programmed your machine to print the fax journal report at specified times (every 50 faxes, 6, 12 or 24 hours, 2 or 7 days) the machine will print the report and then erase all jobs from memory.

    1. Review the information listed in the fields labeled Comment and Result.

      • TX in the Comment field is a transmitted fax (fax you sent).

      • NG in the Result field indicates there was a problem sending the fax.

    2. If NG is listed on the report with a variety of transmitted faxes (TX in comment field) continue to STEP 4.

    3. If NG is listed on the report with specific fax numbers only, the problem may be related to those particular fax numbers. We recommend you contact the other party and verify that they are not having issues with their equipment or phone line. If the other party indicates they are not experiencing problems, the problem may be a temporary phone company issue. Try sending the fax at another time of day or the next day.

  4. Check the phone line connection. If the telephone line is plugged into any device other than the wall jack(socket): surge protector, switching device, etc, remove the line from the device and plug the line directly into the wall jack(socket). Removing the device assists in determining if the issue is related to the device. If the connection does not require correction continue to STEP 5. If the line connection required a correction, try resending the fax after the correction is made. If the transmission is successful then the problem was created by the connection of the Brother machine or other devices or equipment on the line. If the error message is still appearing on the transmission verification report continue to STEP 5.

    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.

  5. You can adjust the Compatibility mode. This adjusts the sensitivity of the machine to interference on the phone line by lowering the transmission speed:

    1. Press Settings(Settings).

    2. Press All Settings.

    3. Press the Up or Down arrow key to display Initial Setup.

    4. Press Initial Setup.

    5. Press the Up or Down arrow key to display Compatibility.

    6. Press Compatibility.

    7. Press Basic (for VoIP).

    8. Press Home(Home).


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

  6. Try resending the fax.

If the telephone line is checked by the telephone company and/or you have tested the FAX/MFC on a different line and the unit is still giving the error message, there may be a problem with the unit. 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:

Related Models

MFC-9140CDN, MFC-9330CDW, MFC-J2510, MFC-J650DW, MFC-J870DW

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