FAQs & Troubleshooting

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MFC-8870DW

FAQs & Troubleshooting

FAQs & Troubleshooting

MFC-8870DW

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Date: 16/03/2012 ID: faq00000206_021

Why doesn't the machine answer when receiving a call?

If you are having problems receiving calls or faxes, follow the instructions below:


    1. If there is a dial tone, continue to STEP 4.

    2. If there is no dial tone, verify the telephone line cord is connected from the jack (socket) on the Brother machine (labelled LINE) directly to the Wall jack (socket). If there are splitters, commshare devices, power strips or surge protectors between the Wall jack (socket) and the Brother machine, please remove them. We do not recommend having these devices connected between the Wall jack (socket) and the Brother machine. The machine should be connected directly into the Wall jack (socket). If the line connection does not require any changes, continue to STEP 2. If the line connection required a correction, connect the line cord correctly and then try to listen for a dial tone. If there is a dial tone, continue to STEP 4. If there is still no dial tone, continue to STEP 2.
  1. Verify that the date and time are displayed on the LCD.

    1. If the LCD displays an error message, refer to "FAQs & Troubleshooting" for information on the error message you are receiving.

    2. If the LCD displays the date and time, continue to STEP 3.

    3. If the LCD is blank, first verify that the unit is not in the OFF mode. 
      Turn the machine on using the power switch on the side of the machine, the date and time should appear on the display. If the display remains blank, verify that 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 the display is still blank, try a different electrical outlet. If the display still remains blank, your machine may require service.
  1. Remove the telephone line cord from the Wall jack (socket) and connect a known working extension telephone with a known working telephone line cord to the same Wall jack (socket). Lift the handset of the telephone and listen for a dial tone.

    1. If the telephone does not have a dial tone, the issue is related to the phone line or Wall jack (socket). Contact your telephone line provider for assistance.

  1. Verify that the answer mode is set correctly on the FAX/MFC.
    This is determined according to other devices/services on the same line as the FAX/MFC.

    • FAX ONLY
      In this setting, the FAX/MFC automatically answers every call as a fax call. You cannot receive an incoming voice call, but you can make an outgoing voice call.

     

    • FAX/TEL
      In this setting, the FAX/MFC automatically answers every call upon completion of the ring delay (unless you answer the line first). Ring delay is the number of times the unit and all extension phones will ring before the unit 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 that is different from the phone company ring.

    • EXTERNAL TAD
      This setting is the only one that can be used with an external answering machine. Your telephone answering device is connected to your FAX/MFC and answers every call (unless you answer the line first). Once the TAD answers, the FAX/MFC is in the background silently listening for fax tones. If it detects fax tones, it will go into the receive mode. If it does not hear fax tones, it remains silent and allows the caller to leave a voice message on the answering device.

    • MANUAL
      In this setting, the FAX/MFC will not answer incoming calls automatically (unless using the Distinctive Ringing feature).

In FAX/TEL mode the FAX/MFC will answer after the F/T Ring Time. In the TAD mode the TAD will answer after completing the number of rings set on the TAD. If you answer a fax call on an external telephone, you can make your FAX/MFC take over by entering the FAX Receive Code. When you enter the Fax Receive Code *51, the FAX/MFC starts to receive the fax.

  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. Test the print operation of the unit by printing the Help List. To print the Help List, follow the instructions below:

    - If your Brother machine has the Reports key on its control panel:

    1. Press the Reports key.
    2. Press the up or down navigation key until Help List appears and press OK.
    3. Press Black(Mono) Start, Color(Colour) Start or Start.

    - If not:

    1. Press Menu.
    2. Press the up or down navigation key until Print Reports appears and press OK.
    3. Press the up or down navigation key until Help List appears and press OK.
    4. Press Black(Mono) Start, Color(Colour) Start or Start.

    The Help List should begin printing. If the print option works, continue to STEP 8. If the print option does not work, please contact Brother Customer Service from "Contact Us."
  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 ONLY or FAX/TEL, reduce the ring delay to 1 (or 2 or 3 for Europe, Asia/Oceania regions) ring. If the answer mode is set to EXTERNAL TAD, reduce the number of rings programmed on your answering machine to 2 (or 3 or 4 for Europe, Asia/Oceania regions). This is to ensure the test fax is answered as fast as possible. The ring delay setting determines the number of times the unit rings before it answers.
      To check the ring delay setting for the Brother machine,

      1. If the FAX mode key is not illuminated, press it.
      2. Press Menu. Then, press the up or down navigation key on the control panel until Fax appears.
      3. Press OK.
      4. Press the up or down navigation key until Setup Receive appears and press OK.
      5. Press the up or down navigation key until Ring Delay appears and press OK.
      6. Press the up or down navigation key until 01 (or 02 or 03 for Europe, Asia/Oceania regions) appears and press OK.

      To adjust the number of rings programmed on your answering machine, refer to the user's guide for the device.

    2. Next, please contact a person and have them send you a 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 return 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. Verify that 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 mobile phone, you can test the number yourself. Dial your fax number from the second telephone number or mobile phone as if you are sending a fax. If you hear ringing on the phone you are dialing from, verify if your Brother machine has a dial tone. If you hear a dial tone, this indicates there is a problem with the line or the telephone number and you will need to contact your telephone line provider for assistance.

If you continue to experience problems with receiving faxes, please contact Brother Customer Service from "Contact Us."

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    If you need further assistance, please contact Brother customer service:

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