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. The telephone line connection, paper feeding process, etc should be checked before making any adjustments related to the VoIP service.

1. Verify if 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 (labeled "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 (labeled "LINE" for some countries).

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

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

   - If the LCD displays an error message (example: paper jam) or status message (example: ink empty), refer to the necessary solution for 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.

   2. Verify the Brother machine is power ON. The On/Off or Power Save key is located on the control panel. In OFF mode the LCD will be blank.
   3. Adjust the contrast of the LCD:
      
      1. Press Menu and choose General Setup => (LCD Settings) => LCD Contrast.
      2. Choose the contrast level.
      3. Press OK. (For touchscreen models, skip this step.)
      4. Press Stop/Exit.
   4. If the LCD is still blank, try a different KNOWN working electrical outlet (socket) at your location.
   5. 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 flat bed 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 Automatic document Feeder (ADF), verify the ADF is empty.
   3. Lift the document cover and the using the guidelines on the left and top, place the document in the upper left hand corner, with the document face down on the flat bed scanner glass.
   4. Close the document cover.
   5. Enter the fax number using the dial pad or 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.
   7. Do one of the following:
      • To send a single page, choose No (or press Black (Mono) Start). 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 flat bed 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 to 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 documents are less than 5.8 inches. 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 using the dial pad or 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, pressing 9 to access the outside line, etc. and a pause is required between the dialing 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 sending a fax manually, 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. Voice Over Internet Protocol (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 and choose Fax => Miscellaneous => Compatibility => Basic (for VoIP) or Basic.
   2. Press OK. (For touchscreen models, skip this step.)
   3. Press Stop/Exit.
   
   

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

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

   • 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. FAX over VoIP is an internet application. If you have ever had a web site, which normally loads quickly, take a long time to load, then you have experienced network congestion. The same thing can happen to a FAX over VoIP. Data packets get delayed, but since there is a time sensitive machine on the other end of the communication the whole thing times out. Sending the FAX again later may avoid this.
     
     
   • You may want to contact your VoIP provider and ask if they can optimize the network settings for FAX transmission.
   
   If you continue to have problems sending faxes we recommend you contact your VoIP Provider for assistance.