FAQs & Troubleshooting

Please follow the steps below to solve the problem:

1. Do you have to be connected to the Internet to make a phone call?

    

   • If yes, click here.
      
   • If no, go to STEP 2.
2. To verify your Brother machine has a dial tone. Click here to see the details of how to verify if the Brother machine has a dial tone.

    

   • If there is a dial tone, go to STEP 4.
      
   • If there is no dial tone, verify the telephone line is connected directly to the jack (socket) labeled LINE on the Brother machine.
     
     If the machine still does not have a dial tone, go to STEP 3.
     
     If there is a dial tone, go to STEP 4.
3. Remove the telephone line cord from the wall jack (socket) and connect a known-working extension phone with a known-working telephone line cord to the same wall jack (socket). Lift the handset of the telephone.

    

   • If there is no dial tone, the problem is related to the telephone line or wall jack (socket). You should contact your telephone provider for assistance.
      
   • If there is a dial tone, disconnect the telephone line cord from the telephone and connect it to the jack (socket) on the Brother machine labeled LINE. Verify your Brother machine has a dial tone.
     
     If there is a dial tone, go to STEP 4.
     
     If the problem continues, please contact Brother Customer Service from "Contact Us".
4. Verify the quality of the dial tone.

    

   • If the dial tone quality is poor, contact your telephone service provider for further assistance.
      
   • If the dial tone is clear, go to STEP 5.
5. Do you have any splitters, commshare devices, credit card machines, or power strips connected to your machine or the telephone wall jack (socket)?
   
   If yes, these must be removed to continue troubleshooting. This is for testing purposes. Removing such devices helps to determine if the problem is related to the Brother machine or another device on the line. Once the problem is solved, you can attempt to reconnect the device and test on your own. Remove the device and go to STEP 6.
    
6. Send a test fax.
   
   If your Brother machine has Hook on its control panel, do not press Hook before dialing.
   • If the fax is received, the problem is solved.
      
   • If the problem continues, go to STEP 7.
7. Adjust the Brother machine's Compatibility setting. This adjusts the Brother machine's sensitivity to interference on the phone line by lowering its transmission speed:

    

   1. Press Menu.
       
   2. Press the Up or Down arrow key to choose Fax.
       
   3. Press OK.
       
   4. Press the Up or Down arrow key to choose Miscellaneous.
       
   5. Press OK.
       
   6. Press the Up or Down arrow key to choose Compatibility.
       
   7. Press the Left or Right arrow key to choose Basic (for VoIP).
      
      When you change the Compatibility to Basic (for VoIP), Error Correction Mode (ECM) feature is only available for color fax sending.
   8. Press OK.
       
   9. Press Stop/Exit.
8. Try to send another test fax.
   
   If the fax is not received, go to STEP 9.
    
9. Connect the Brother machine to a different, known-working telephone line and attempt to send another test fax.
   
   Testing the Brother machine on a different, known-working telephone line will help determine if the problem is related to the Brother machine or telephone line.

If the problem continues, please contact Brother Customer Service from "Contact Us".