Step | Questions and Actions | If Yes, then... | If No, then... |
1 | Is 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. |
2 | Verify 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 3 | Correct 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. |
3 | Is an analog phone available to connect to phone port? | Go to Step 4. | Go to Step 9. |
4 | Verify 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?
| Go to Step 5. | - Try a different telephone cable.
- Try a a different wall jack.
- Contact your telephone service provider.
|
5 | Verify 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.
|
6 | Verify whether it is a Transmit (send) or Receive issue. | | - Transmit (Send) – Go to Step7.
- Receive – Go to Step 8.
|
7 | Attempt 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_fax-error-and-recommendations-topic_xref if you have identified a specific error on the Fax Log. | Contact your telephone service provider. |
8 | Attempt 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_fax-error-and-recommendations-topic_xref if you have identified a specific error on the Fax Log. | Contact your telephone service provider. |
9 | Does device have a On Hook or Dial Tone button? | Go to Step 10. | Contact Lexmark technical support for further additional diagnosis steps. |
10 | Press 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.
|
11 | Again, 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. |
12 | Again, 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.
|