FAQs & Troubleshooting

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MFC-8870DW

FAQs & Troubleshooting

FAQs & Troubleshooting

MFC-8870DW

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Date: 17/09/2014 ID: faq00000342_009

I am having a problem receiving faxes. What can I do?

If you are having difficulty receiving faxes, please follow the instructions below:

 

 
  1. Press the Hook, Hook/Hold, Speaker Phone or Tel/R key on the control panel and listen for a dial tone.

     

    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 for USA) 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 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, press the Hook, Hook/Hold, Speaker Phone or Tel/R key after connecting the line cord correctly and 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. If there is still no dial tone, verify the date and time is displayed on the LCD. 
     
    1. If the date and time show on the display, continue to STEP 3.
       
    2. If the LCD displays an error message (example: paper jam) or status message (example: toner empty), refer to the necessary solution for the message that is appearing on the LCD.
       
    3. lf the display is blank:

       

      1. Verify the power cord is connected to the AC power outlet and the back of the Brother machine. 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.
         
      2. Verify the unit is powered ON. The on/off switch is located on the right side of the machine, near the rear. In OFF mode the display will be blank.
         
      3. Adjust the contrast of the LCD by pressing Menu => 1 (General Setup) => 8 (LCD Contrast). Press the right arrow key to increase the contrast. Press OK and then Stop/Exit.
         
      4. lf the display is still blank, try a different KNOWN working electrical outlet at your location.
         

      If the display still remains blank, your unit may require service.

  1. If there is still no dial tone, 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 the local telephone company for assistance.
       
    2. If the telephone has a dial tone, disconnect the telephone line cord from the telephone and connect it to the jack (socket) on the Brother machine (labelled LINE for USA). Press the Hook, Hook/Hold, Speaker Phone or Tel/R key on the Brother machine, and listen for a dial tone.

       

      1. If there is a dial tone continue to STEP 4.
         
      2. If you do not hear a dial tone, your machine may require service.
  1. Verify the answer mode is set correctly. This is determined by the other devices/services on the same line as the FAX/MFC. Dedicated fax line = Fax Only, extension telephones = Fax/Tel, external telephone answering device = External TAD or distinctive ring service on line = Manual.

    To change the answer mode, press Menu => 0 (Initial Setup) => 1 (Receive Mode). Press the up or down arrow key to select the correct answer mode. Press OK and then Stop/Exit.

     
    1. If the answer mode did not require an adjustment, continue to STEP 5.
       
    2. If the answer 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 a confirmation sheet will still be sent to you.
  1. If you are using Voice Over Internet Protocol (VOIP) (a technology that allows you to make telephone calls using a broadband Internet connection instead of a regular (or analogue) phone line), review the information listed below. If you are not using VOIP continue to STEP 6.

    Voice Over Internet Protocol (VOIP) is not a marketed 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 this service. Adjusting this setting lowers the baud rate (modem speed) and turns ECM (Error Correction Mode) Off. To adjust the "Compatibility" setting, follow the steps listed below.

     

    1. Press Menu => 2 (Fax) => 0 (Miscellaneous) => 1 (Compatibility).
       
    2. Press the up or down arrow key to select Basic.
      NOTE: Basic reduces the modem speed to 9600 bps.

       
    3. Press Menu/Set.
       
    4. Press Stop/Exit.

Although VOIP is not a marketed feature of this machine, Brother will continue to monitor customer requests for possible future products.

 
  1. Test the print operation of the unit by printing the Help List. To print the Help List, press Menu => 5 (Print Reports) => 2 (Help List) => Start. The Help List should begin printing, If the Help List prints successfully, continue to STEP 7. If the help list does not print, your unit may require service.
  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. If you are using a DSL line, follow the steps listed below. If you are not using a DSL line, skip to STEP 9.
    NOTE: If you are unable to perform the steps listed below, please contact your DSL provider for assistance.

     

    1. Turn the DSL modem OFF or disconnect its power supply.
       
    2. Disconnect the DSL modem from the telephone line filter.
       
    3. Remove the filter from the WALL jack (socket).
       
    4. Connect the FAX machine to the WALL jack (socket).
       
    5. 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 a confirmation sheet will still be sent to you. By utilising the Fax Test Sheet and Product Registration system, it alleviates the need to contact an outside source to send you a test fax.

      If the fax is sent successfully, you'll need to contact your DSL provider for assistance in resolving the interference from the DSL system. Be sure to verify with your DSL provider that you have the correct filters required when sending and receiving faxes using the DSL system.

      If the problem continues, continue to STEP 9.
  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, press MENU => 2 (Fax) => 1 (Set Up Receive) => 1 (Ring Delay). Press the up or down arrow key until the display shows 01. Press OK to save this setting. Last, press STOP/EXIT. To adjust the number of rings programmed on your answering machine, use the user's guide for the device.

       
    2. Next, you can contact 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 a confirmation sheet will still be sent to you. By utilising 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. If you did not receive the fax, continue to STEP 10.
  1. Verify senders are dialling 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, press the Hook, Hook/Hold, Speaker Phone or Tel/R key on your machine. Determine if what you are hearing on the phone you dialled from is consistent with what you are hearing on the FAX/MFC. For example, if you hear ringing on the dialling phone, but don't hear a dial tone on the FAX/MFC, then there is a problem with the line or the number you are dialling. In this case, you will need to contact your local telephone company for assistance.
  1. Test the unit on another phone jack (socket) 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, after following the instructions, you continue to experience problems with receiving faxes, your unit may require service.

 

Related Models

MFC-8460N, MFC-8860DN, MFC-8870DW

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

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