General Fax Setup Troubleshooting for Most Lexmark MFPs (2011)

Overview

This article supliments fax setup information found in your User's Guide, and may prove useful for troubleshooting basic fax setup issues.

StepQuestions and ActionsIf Yes, then...If No, then...
1Is the correct country selected?Setting significance: Country selection dictates which modem preset settings get loaded to the device. These modem presets are citical for proper fax functionality in certain geographies.Go to Step 2.Correct the setting and then proceed to Step 2.You will need to run initial setup.From the operator panel, press or select Menu > Settings > General Settings > Run Initial Setup > YES > Submit, and then turn the device off and on.IMPORTANT! Users may need to seek administrative or IT help desk assistance with this procedure. Also see the User's Guide for additional information.
2Verify that a Station ID has been entered.
  • Station Name
  • Station Number
  • Station ID setting
Setting significance: It is important to note what is defined to transmit (Station Name or Number) because certain fax devices may block the fax based on these parameters; for example, Lexmark devices have a "Block no name fax" fax receive setting.
Go to Step 3Correct the setting and proceed to Step 3.You will have to access the Analog Fax Setup. To do this from the printer's EWS, press or select Settings > Fax Settings > Analog Fax Setup, and then enter appropriate values before you press Submit.
3Is an analog phone available to connect to phone port?Go to Step 4.Go to Step 9.
4Verify a physical phone line connection.
  • Connect your telephone cable (RJ-11) between the line port of MFP's modem and a wall jack.
  • Connect your phone to the phone port and pick up handset to check for dial tone.
  • Is dial tone present?

Click image to enlarge it.

Go to Step 5.
  • Try a different telephone cable.
  • Try a a different wall jack.
  • Contact your telephone service provider.
5Verify line quality using the extension handset. Is the line clear and loud?
  • Check for static.
  • Check for any other external noise.
  • Check for low signal or weak tone.
Significance: A fax transmission is more sensitive to line quality than normal voice calls. This test helps ensure that line quality is suitable for fax transmission.
Go to Step 6.
  • Try a different telephone cable.
  • Try a different wall jack.
  • Contact your telephone service provider.
6Verify whether it is a Transmit (send) or Receive issue.
  • Transmit (Send) – Go to Step7.
  • Receive – Go to Step 8.
7Attempt to make an outgoing phone call with the phone attached in Step 4.Can an outgoing call be completed successfully?xref_SO6352_xref to continue to Troubleshooting a Fax Send Failure.Optional:xref_SO6393_xref if you have identified a specific error on the Fax Log.Contact your telephone service provider.
8Attempt to receive a incoming phone call with the phone attached in Step 4. Can an incoming call be completed successfully?xref_SO6398_xref to continue to Troubleshooting a Fax Receive Failure.Optional:xref_SO6393_xref if you have identified a specific error on the Fax Log.Contact your telephone service provider.
9Does device have a On Hook or Dial Tone button?Go to Step 10.Contact Lexmark technical support for further additional diagnosis steps.
10Press the Hook or Dial Tone button.Do you hear the modem go off hook and hear a dial tone?Press button again to go back on hook. Go to Step 11.
  • Check your device speaker settings under Fax Setup.
  • Contact Lexmark technical support for further additional diagnosis steps.
11Again, press the Hook or DialTone button.
  • When you hear the dial tone, enter the digits of a phone number.
Does the modem dial the numbers as they are entered?
Go to Step 12.Contact Lexmark technical support for further additional diagnosis steps.
12Again, check for the following line conditions:
  • Static
  • Other external noise
  • Low signal or weak tone
Is the line clear?Significance: A fax transmission is more sensitive to line quality than normal voice calls. This test helps ensure that line quality is suitable for fax transmission.
Contact Lexmark technical support for further diagnosis.
  • Try a different telephone cable.
  • Try a different wall jack.
  • Contact your telephone service provider.

Still Need Help?

If you have exhausted all remedy possibilities, please contact

Lexmark Technical Support

for additional assistance. NOTE: When calling for support, you will be asked for your machine/model type and serial number (SN).

Please call from near the computer and printer for over-the-phone technician-directed diagnostic purposes.

LEGACY ID: SO6480

Audience: Lemark and Support Partners

Additional troubleshooting continued from (Step 12) above.

Step Question or ActionIf, Yes...If, No...
13Verify whether it is a Transmit or Receive issue.Transmit – Go to Step 14. Receive – Go to Step 15.
14Access SE Menu via the Operators Panel
  1. Enter **411on the numeric keypad.

  2. Select #2 Agency Test Menu or agency Test.

  3. Select Go Off Hook.

Did the modem go off hook and can you hear a dial tone?
  • Press Stop or Back to "Go on" hook.
  • xref_SO6352_xref for more Troubleshooting a Fax Send troubleshooting suggestions.
  • Try a different telephone cable.
  • Try a a different wall jack.
  • Contact your telephone service provider.
15
  1. From the same Agency Test Menu, select Ring Detect.

  2. Place an incoming call to the device.

Does the device display the ring type and number of rings?
  • Exit SE Menu.
  • xref_SO6398_xref for more Fax Receive Troubleshooting suggestions.
  • Try a different telephone cable.
  • Try a a different wall jack.
  • Contact your telephone service provider.

LEGACY ID: SO6480

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