FAQs & Troubleshooting

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 receive faxes may not be related to the VoIP service. You should check the 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 display, 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 message that is appearing on the LCD.

   - If the display 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 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 display will be blank.
   3. Adjust the contrast of the LCD.
      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.
   4. If the display is still blank, try a different KNOWN working electrical outlet (socket) at your location.
   5. If the display 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. Select the correct Receive Mode: The correct Receive Mode is determined by the external devices and telephone subscriber services you have on the same line as the Brother machine.
   
   

   Will you be using a Distinctive Ring number for receiving faxes?	See STEP A
   Will your Brother machine be used on a dedicated fax line?	See STEP B
   Will you be using a telephone answering machine on the same line as the Brother machine? (Ext. Tad Mode)	See STEP D
   Will you be using voice mail on the same line as your Brother machine?	See STEP E
   Will you be using the Brother machine on the same line as your telephone?	See STEP C

    

   A. Using a Distinctive Ring number:

   Distinctive Ring is a function of your Brother machine that allows a person with one line to receive fax and voice calls through two different phone numbers on that one line. Brother uses the term "Distinctive Ring" to describe this service, but telephone companies market the service under a variety of names, such as Custom Ringing, Personalised Ring, Smart Ring, Ring Master, Ident-a-Ring, Ident-a-Call, Data Ident-A-Call, Teen Ring, SimpleBiz Fax & Alternate Number Ringing, BT Call Sign, and FaxAbility. This service establishes a second telephone number on the same line as your existing telephone number, and each number has its own ring pattern. Typically, the original number rings with the standard ring pattern is used for receiving voice calls, and the second number rings with a different ring pattern and is used for receiving faxes.

   You must pay for your telephone company's Distinctive Ring service before you program the machine to work with it. Please call your telephone company for availability and rates.

    

   To program your Brother machine to receive faxes using a Distinctive Ring number, follow the steps listed below:

   1. Press Menu and select Fax => Miscellaneous => Distinctive, BT Call Sign or FaxAbility => Set(On).
   2. Press OK. (For touchscreen models, skip this step.)
   3. The Brother machine will begin to play a ring pattern. Select the stored ring pattern you want to use. Press OK.
      There are four ring patterns available, and you choose the one that matches the Distinctive Ring pattern assigned by your telephone company. You will hear each pattern as you scroll through the four patterns, which should help you make the correct choice.
      • long-long (This ring pattern is often called "short-short" by phone companies)
      • short-long-short
      • short-short-long
      • very long (This is the standard telephone ring pattern)
      Please note that you can only select one of these ring patterns at a time. If the ring pattern assigned by your telephone company is not listed, please call your telephone company and request that they assign one of the selectable ring pattern.
   4. Press Stop/Exit. Distinctive Ring is now set to On.

    

   After you have set Distinctive Ring to On, your Distinctive Ring number will receive faxes automatically. The Receive Mode is set to Manual and you cannot change it to another mode while Distinctive Ring number and not interfere when your main telephone number is called.

    
   Go to STEP 5.
   B. Using a dedicated fax line (Fax Only Mode):
   You should use Fax Only Mode if you have a dedicated fax line and want your Brother machine to answer all incoming faxes automatically. When using this mode, your Brother machine will automatically answer every incoming call with fax receiving tones after a certain number of rings. In Fax Only Mode, you can make outgoing voice call, but you cannot receive incoming voice calls unless you answer before the Brother machine does.
   
   You can use the Ring Delay setting to adjust the number of times your Brother machine rings before answering in Fax Only Mode. Your Brother machine's Ring Delay is set to 4 rings by default.
   
   

   To change your Brother machine's Ring Delay setting, follow the steps listed below:

   1. Press Menu => Fax => Setup Receive => Ring Delay.
   2. Choose how many times the line will ring before your Brother machine answers it. (If you choose 0, the line will not ring at all)
   3. Press OK. (For touch screen models, skip this step.)
   4. Press Stop/Exit.

    

   To put the Brother machine in Fax Only Mode follow the steps listed below:

   1. Press Menu => Initial Setup => Receive Mode => Fax Only.
   2. Press OK. (For touch screen models, skip this step.)
   3. Press Stop/Exit. The LCD will display Fax.

    

   Go to STEP 5.
   C. Using a telephone on the same line as the Brother machine (F/T, Fax/Tel mode):

   In Fax/Tel Mode, you cannot receive voice messages on either voice mail or an answering machine. If you are using voice mail on the same line as the Brother machine, please refer to STEP E. If you are using an answering machine on the same line as the Brother machine, please refer to STEP D.

    
   Use Fax/Tel Mode when the Brother machine shares a single line with your telephone. In this setting, the Brother machine automatically answers every call upon completion of the Ring Delay (unless you answer first). Ring Delay is the number of times the Brother machine and all telephones on the same line will ring before the Brother machine answers the call. If the call is a fax, it prints the fax. If the call is a voice call, it signals you with a double ring (F/T Ring Time) that is different from the phone company ring. The double ring is the signal for you to pick up the call.
   
   If you answer the call on an external telephone connected to the EXT jack (socket) on the Brother machine and hear a beep every 3 seconds (automatic fax) or silence (manual fax), press the Black Start or Colour Start key on the Brother machine, wait to hear the machine turn on (chirping sounds), and then hang up. If you answer the call on an extension phone (telephone connected to a separate wall jack) and hear a beep every 3 seconds or silence, press *51 (fax receive code, *91 for New Zealand) on the telephone key pad, wait to hear the Brother machine on, and then hang up.
   
   

   To set the Ring Delay follow the step listed below:

   1. Press Menu => Fax => Setup Receive => Ring Delay.
   2. Select how many times the line will ring before your Brother machine answers it (0 - 4). If you choose 0, the line will not ring at all.
   3. Press OK. (For touchscreen models, skip this step.)
   4. Press Stop/Exit.

    

   To set the F/T Ring Time follow the steps listed below:

   1. Press Menu => Fax => Setup Receive => F/T Ring Time.
   2. Select the amount of time you want the Brother machine to double ring.
   3. Press OK. (For touchscreen models, skip this step.)
   4. Press Stop/Exit.

    

   To put the machine in Fax/Tel Mode follow the steps listed below:

   1. Press Menu => Initial Setup => Receive Mode => Fax/Tel.
   2. Press OK. (For touchscreen models, skip this step.)
   3. Press Stop/Exit. The LCD will display F/T.

    

   Go to STEP 5.
   D. Using a telephone answering machine (Ext. TAD Mode):
   In External TAD Mode, your Brother machine shares a single line with an external answering machine (TAD). Your TAD automatically answers every incoming call, but your Brother machine "listens" for fax sending tones while your TAD's outgoing message is playing. If your Brother machine detects fax-sending tones, then it will take over the line and receive the incoming fax. If your Brother machine does not detect fax-sending tones, then the caller can leave a massage on your TAD.
   
   For External TAD Mode to work correctly, you must connect your TAD to a telephone jack on the same line as the Brother machine or to the Brother machine's EXT jack.
   
   Brother recommends you program your TAD to answer within 4 rings.
   
   If you are having problems receiving faxes in External TAD Mode, try programming your TAD to answer within 2 or 3 rings. We recommend this because when faxes are being sent, fax tones are transmitted for approximately 35 seconds. If it takes your TAD too long to answer, the sending machine may disconnect before your Brother machine can detect and receive the fax. If it takes your TAD too long to answer, the sending fax machine may disconnect before your Brother machine can detect and receive the fax.
   
   Brother also recommends the answering machine's outgoing message be a maximum of 20 seconds with a 5-second pause before the message starts. End your outgoing message by giving your Fax Receive Code for people sending manual faxes. For example, "After the beep, please leave a message or send a fax by pressing *51 (*91 for New Zealand) and Start."
    

   We recommend beginning your outgoing message with 5 seconds of silence because your Brother machine cannot detect fax-sending tones over a resonant or loud voice. You can try omitting this pause, but if your Brother machine has trouble receiving, you should re-record your outgoing message with the pause included.

    

   To put the Brother machine in TAD Mode, follow the steps listed below:

   1. Press Menu => Initial Setup => Receive Mode => External TAD.
   2. Press OK. (For touch screen models, skip this step.)
   3. Press Stop/Exit. The LCD will display TAD.

    

   Go to STEP 5.
   E. Using voice mail on the same line as the Brother machine:
   If you have voice mail on the same telephone line as your Brother machine, there is a strong possibility that voice mail and the Brother machine will conflict with each other when receiving incoming calls.
   
   In order to avoid conflicts between your Brother machine and voice mail service, please do one of the following:
   
   

   • Get Distinctive Ring service from your telephone company. Distinctive Ring is a function of your Brother machine that allows a person with one line to receive fax and voice calls through two different phone numbers on that one line. Brother uses the term "Distinctive Ring" to describe this service, but telephone companies market it under a variety of names, such as Smart Ring, Ring Master, or Ident-a-Ring.
     
     For additional information regarding the Distinctive Ring feature refer to STEP A.
      
   • Set your Brother machine's Receive Mode to "Manual." Manual Mode requires that you answer every incoming call in order to be able to receive a fax. If the incoming call is a telephone call, then complete the call as you normally would. If you hear fax sending tones you must transfer the call to the Brother machine by pressing *51 (*91 for New Zealand). on the dial pad of the telephone. Unanswered fax and voice calls will go to your voice mail.
     
     

     To put the machine in Manual Mode, follow the steps listed below:

     1. Press Menu => Initial Setup => Receive Mode => Manual.
     2. Press OK. (For touchscreen models, skip this step.)
     3. Press Stop/Exit. The LCD will display Mnl.

      

     Go to STEP 5.
5. Do one of the following:
   • If the Receive Mode required an adjustment, test by contacting a person and have them send you a fax.
     
     --OR--
     *only available in USA:
     You can utilise our automated Fax Test Sheet and Product Registration system. If you have not completed and faxed your Fax Test Sheet provided with your product documentation, fill out the warranty registration information and fax it to 1-877-268-9575. Please make sure your Station ID is programmed into your unit prior to sending the test sheet. Shortly after your Test Sheet is received by the system, it will automatically fax a confirmation sheet to the number programmed as the Station ID. If you have already registered your warranty, fax a blank piece of paper with the word "Test" printed on it and confirmation sheet will still be sent to you.
     
     If the problem continues, go to STEP 6.
      
   • If the Receive Mode did not require an adjustment, go to STEP 6.

    

6. 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 touchscreen 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 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.
      
   • Also ask the sender to send faxes 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.
      
   • Contact your VoIP provider and ask if they can optimise the network settings for fax transmission.