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FAQs & Troubleshooting

FAQs & Troubleshooting

I am experiencing problems receiving faxes. What can I do?

If you are experiencing problems receiving faxes, please follow the instructions below:

  1. Check the message displayed on the LCD:

    1. If the LCD displays the date and time or status information (example: Toner Empty, Fax in Memory, etc), continue to Step 2.

    2. If the LCD displays an error message, check on "FAQ & Troubleshooting".

    3. If the LCD is blank, verify the power cord is connected. 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. If date and time now appear, there is a problem with your surge protector or power switch. If the display is still blank, try a different outlet. If date and time appear after connecting to another outlet, there is a problem with your outlet. If the display still remains blank, your unit may require service.
  1. Check for splitters, commshare devices, voicemail, custom phone features, etc. Remove any of these devices from the phone line. Verify the machine is connected directly from the wall to the jack labeled LINE on the unit.
  1. Verify the machine has a dial tone.While your unit is connected directly to the wall jack, lift the handset of the external telephone or the machine and listen for dial tone. If there is a dial tone, continue to Step 5. If there is no dial tone continue to Step 4.
  1. Verify the wall jack has a dial tone. Disconnect the unit from the wall jack and connect a known working regular phone and telephone line cord directly to the wall jack. Lift the handset of the telephone and listen for a dial tone.

    1. If there is a dial tone from the wall jack, your unit may require service.

    2. If there is no dial tone from the wall jack, try a different telephone line cord from the wall jack to the regular telephone. If there is still no dial tone from the wall jack, there is a problem with your line and you need to contact your local telephone company for assistance.
  1. Verify the answer mode is set correctly on the machine.
    This is determined according to other devices/services on the same line as the machine.

    • FAX or FAX ONLY
      Dedicated fax line

    • FAX/TEL
      Machine controls the line and automatically answers every call

    • TAD
      Telephone answering machine (TAD) on the same line

    • MANUAL
      You control the phone line and must answer every call yourself. You can also use the distinctive ring service on line.

      Use this mode if you receive very few faxes or if you have an external answering machine on your phone line.
  1. If the unit is on a rollover system, connect the unit to the last line of the rollover pattern. You do not want your fax machine rolling over to another line.
  1. Complete a test fax to your unit.

    1. First, adjust your ring delay setting. If the answer mode is set to MANUAL, do NOT adjust the ring delay setting and continue to Step b. If the answer mode is set to FAX, FAX ONLY or FAX/TEL, reduce the ring delay to 1 ring. If the answer mode is set to TAD or EXT.TEL/TAD, reduce the number of rings programmed on your answering machine to 2. This is to ensure the test fax is answered as fast as possible. The ring delay setting determines the number of timea the unit rings before it answers.

    2. Next, you can contact a person and have them send you a fax.
      *only available in USA:
      You can utilize 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 a confirmation sheet will still be sent to you. By utilizing the Fax Test Sheet and Product Registration system, it alleviates the need to contact an outside source to send you a test fax.

    3. If you receive the test fax successfully, your unit is operating properly. Remember to reset your ring delay or answering machine setting. If receiving problems recur after the setting is reset, then something (i.e. a person or device answering the line) at your location is interfering with the fax reception before the machine has a chance to answer the fax.
  1. Make a copy to test the print operation.
    Take a piece of paper with writing and place it on the Automatic Document Feeder (ADF). Press the Copy button. Press the Stop/Exit button to release the original.

    If the print option does not work, your unit may require service.
  1. Verify senders are dialing the correct number and you are providing the sender with the correct fax number for your unit. If you have a second telephone number at your location or a cell phone, you can test the number yourself. Dial your fax number from the second telephone number or cell phone as if you are sending a fax. Then, pick up the external telephone handset and/or press the Hook key on your machine. Determine if what you are hearing on the phone you dialed from is consistent with what you are hearing on the machine. For example, if you hear ringing on the dialing phone, but don't hear dial tone on the machine, then there is a problem with the line or the number you are dialing. In this case, you will need to contact your local telephone company for assistance.
  1. Test the unit on another phone jack with a different telephone number to verify there is no problem with the current phone line. If the unit receives when connected to another line, you will need to contact your local telephone company to service the line.

If you continue to have problems receiving faxes after following the steps listed above, your unit may require service.

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