MFC-J475DW

FAQs & Troubleshooting

FAQs & Troubleshooting
  • Date: 04/07/2014
  • ID: faq00002123_048

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

Voice Over Internet Protocol (VoIP) is a phone system that uses an Internet connection instead of a traditional phone line.

Although your Brother machine does not support the use of VoIP, the receiving problem you are experiencing may not be related to your VoIP service.  You should verify that your telephone line connection and machine functionality are correct before making any adjustments related to the VoIP service.

Follow the steps below to solve the problem:
 

  1. Make sure the Brother machine has a dial tone.(Click here to see how to verify if the Brother machine has a dial tone.)
    • If there is a rapid busy signal or an off-hook tone, go to Step 5.
    • If there is a dial tone, go to Step 7.
    • If there is no dial tone, go to Step 2.
  2. Make sure your telephone cord connections are correct.
    • One end of the telephone cord must be directly connected to the jack labeled LINE on the Brother machine.
    • When using VoIP, the other end of the telephone cord may be connected to a modem, interface box, phone adapter, splitter, etc.  This is determined by your VoIP provider.
      If you are unsure of how to connect the Brother machine to the VoIP system, contact your VoIP provider.
  3. Do one of the following:
  4. Verify information is displayed on the Brother machine's display (hereinafter called LCD):
    • If the LCD displays date and time, go to Step 5.
    • 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.
    • If the LCD is blank, follow these steps:
      1. Verify the Brother machine's power cord is directly connected from the Brother machine to the power outlet.
        • If the Brother machine's power cord is directly connected to the power outlet, go to Step b.
        • If the Brother machine's power cord is connected to a surge protector or power switch, follow these steps:
          Brother strongly recommends you connect your machine to a surge protector to project it against power surges and lighting. In particular, we suggest you use a surge protector that is compatible with both standard AC power cords and telephone cords. Surge protectors equipped with telephone jacks will help to insulate your machine from power surges that might travel through the telephone line.
          1. Remove the Brother machine's power cord from the surge protector or power switch.
          2. Plug the Brother machine's power cord directly into the power outlet.
          3. Go to Step b.
      2. Press Image on your Brother machine's control panel to verify the machine is powered on.
        • If your machine is off, its LCD will be blank.
      3. Do one of the following:
        • If the LCD is no longer blank, go to Step 5.
        • If the LCD is still blank, go to Step d.
      4. Connect the machine to a different, known-working power outlet.
  5. Test the VoIP system with the telephone cord that came with the Brother machine:
    The telephone cord that came with the Brother machine has only two gold wires in its clear connector. If the telephone cord you're using has four gold wires, it is not the cord that came with the Brother machine.
    Image
    1. Are you currently using the telephone cord that was included in the box with your Brother machine?
    2. Remove the current telephone cord from the VoIP system and the jack labeled LINE on the Brother machine.
      If you are unsure of how the telephone cord is connected to the VoIP system, contact your VoIP provider for assistance.
    3. Connect one end of the telephone cord that came with your Brother machine to the VoIP system.
    4. Connect the other end of the telephone cord that came with your Brother machine to the jack labeled LINE on the machine.
    5. Check for a dial tone.(Click here to see how to verify if the Brother machine has a dial tone.)
  6. Test the VoIP system with a known-working telephone, or test the Brother machine on a different, known-working wall jack.
    Do you have a known-working telephone that you can use to test the line?
  7. Choose the correct Receive Mode.
    1. Choose the correct Receive Mode. Click here to see more information and how to program them.
      • Using a Distinctive Ring number for receiving faxes.
      • Using your Brother machine on the same line as a voice mail service.
      • Using your Brother machine on the same line as an external answering machine. (External TAD mode)
      • Using your Brother machine on a dedicated fax line. (Fax only mode)
      • Using the Brother machine on the same line as your telephone. (Fax/Tel mode)
      • Manually answer every incoming fax. (Manual mode)
    2. Go to Step 8.
  8. Do one of the following:
    • Have someone send a test fax to your Brother machine.
    • Fax a piece of paper with the word Test printed on it to Brother's automated Fax Test Sheet and Product Registration system at 1-877-268-9575. 
      Before you send the test fax, make sure you have programmed your Brother machine's Station ID to include your complete fax number. Click here for more information.
      Brother's automated Fax Test Sheet and Product Registration system will automatically fax you a confirmation sheet upon receiving your test fax.
  9. Do one of the following:
    • If you did not receive the fax, go to Step 10.
    • If you received the fax, your Brother machine is functioning properly.

      Remember to reset your Ring Delay or answering machine setting. Click here to see the information and how to program.

      If receiving problems recur after you reset your Ring Delay or answering machine setting, then something (i.e., a person or device answering the line) at your location is interfering with the line before your Brother machine has a chance to receive the fax.
  10. Do one of the following:
    • If your Brother machine is in Fax Only or Fax/Tel Mode, go to Step 11.
    • If your Brother machine is in External TAD or Manual Mode, change the Ring Delay setting to 01 for testing purposes:
      1. Press the Menu key.
      2. Press the Up or Down arrow key to choose Fax. Press the OK key.
      3. Press the Up or Down arrow key to choose Setup Receive. Press the OK key.
      4. Press the Up or Down arrow key to choose Ring Delay. Press the OK key.
      5. Press the Up or Down arrow key to choose 01. Press the OK key.
      6. Press the Stop/Exit key.
      7. Go to Step 11.
  11. Do one of the following:
    • If your Brother machine is in Fax Only Mode, go to Step 12.
    • If your Brother machine is in Fax/Tel, External TAD, or Manual Mode, put the machine in Fax Only Mode for testing purposes:
      1. Press the Menu key.
      2. Press the Up or Down arrow key to choose Fax. Press the OK key.
      3. Press the Up or Down arrow key to choose Setup Receive. Press the OK key.
      4. Press the Up or Down arrow key to choose Receive Mode. Press the OK key.
      5. Press the Up or Down arrow key to choose Fax Only. Press the OK key.
      6. Press the Stop/Exit key.
        The Brother machine's LCD will display Fax.
      7. Go to Step 12.
  12. Do one of the following:
    • Have someone send a test fax to your Brother machine.
    • Fax a piece of paper with the word Test printed on it to Brother's automated Fax Test Sheet and Product Registration system at 1-877-268-9575. 
      Before you send the test fax, make sure you have programmed your Brother machine's Station ID to include your complete fax number. Click here for more information.
      Brother's automated Fax Test Sheet and Product Registration system will automatically fax you a confirmation sheet upon receiving your test fax.
  13. Do one of the following:
    • If you did not receive the fax, go to Step 14.
    • If you received the fax, your Brother machine is functioning properly. 

      Remember to reset your Receive Mode, Ring Delay, or answering machine setting.(Click here to see the information and how to program)
      If receiving problems recur after you reset your Receive Mode, Ring Delay, or answering machine setting, then something (i.e., a person or device answering the line) at your location is interfering with the line before your Brother machine has a chance to receive the fax.
  14. Although your Brother machine does not support the use of VoIP, it has a Compatibility setting that lowers its modem speed.  Changing the Compatibility to Basic (for VoIP) may help if you're having problems sending and receiving faxes over VoIP.

    To adjust the Compatibility setting, follow these steps:
    1. Press the Menu key.
    2. Press the Up or Down arrow key to choose Initial Setup. Press the OK key.
    3. Press the Up or Down arrow key to choose Compatibility. Press the OK key.
    4. Press the Up or Down arrow key to choose Basic (for VoIP). Press the OK key.
    5. Press the Stop/Exit key.
    If you change the Compatibility to Basic(for VoIP).
    • The machine will print all received faxes in black and white.
    • The Error Correction Mode (ECM) feature will only be available for color fax sending.
  15. Although lowering the Brother machine's modem speed may help with your receiving problem, keep in mind there are also many environmental parameters that can also affect fax reception over VoIP.
    • Verify 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.
  16. Do one of the following:
    • Have someone send a test fax to your Brother machine.
    • Fax a piece of paper with the word Test printed on it to Brother's automated Fax Test Sheet and Product Registration system at 1-877-268-9575. 
      Before you send the test fax, make sure you have programmed your Brother machine's Station ID to include your complete fax number. Click here for more information.
      Brother's automated Fax Test Sheet and Product Registration system will automatically fax you a confirmation sheet upon receiving your test fax.
  17. Do one of the following:
    • If you did not receive the fax,go to Step 18.
    • If you received the fax, your Brother machine is functioning properly.

      Remember to reset your Receive Mode, Ring Delay, or answering machine setting. (Click here to see the information and how to program.)

      If receiving problems recur after you reset your Receive Mode, Ring Delay or answering machine setting, then something (i.e., a person or device answering the line) at your location is interfering with the line before your Brother machine has a chance to receive the fax.

  18. Do one of the following:
    • If you asked someone to send you a test fax, follow these steps:
      1. Verify you gave the sender the correct fax number, and that he or she is dialing that number correctly.
        • For example, if the sender must dial 9 for an outside line or dial your area code, make sure he or she is doing so.
      2. Have the sender attempt to send you another test fax.
      3. Go to Step 19.
    • If you sent a test fax to Brother's automated Fax Test Sheet and Product Registration system, follow these steps:
    1. Make sure you have correctly programmed your Brother machine's Station ID to include your complete fax number.
    2. Fax another piece of paper with the word Test printed on it to Brother's automated Fax Test Sheet and Product Registration system at 1-877-268-9575.
    3. Go to Step 19.
  19. Do one of the following:
    • If you did not receive the fax:
      1. Have someone send you a fax at an "off-peak" time.

        VoIP is an Internet application, so it is susceptible to network congestion.  If you have ever noticed a website that usually loads quickly taking a long time to load, then you have experienced network congestion.  Because faxing is a time-sensitive process, network congestion on your VoIP system may cause fax transmissions to time out before your machine can receive them.  You may be able to avoid this having the other party send the fax later.
      2. Contact your VoIP provider and ask if they can optimize the network settings for fax transmission.
    • If you received the fax, your Brother machine is functioning properly.

      Remember to reset your Receive Mode, Ring Delay, or answering machine setting.(Click here to see the information and how to program.)If receiving problems recur after you reset your Receive Mode, Ring Delay, or answering machine setting, then something (i.e., a person or device answering the line) at your location is interfering with the line before your Brother machine has a chance to receive the fax.

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-J450DW, MFC-J470DW, MFC-J475DW

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