Solution
Fax receives failure from One location.
The steps below conclude that you can send and receive in almost all other instances.
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Confirm the following with the sender:
- Make sure to enter the fax number correctly.
- Method in sending a fax; Fax Shortcut or manual entry. Test both method.
- Correct dialing prefix; e.g., 9, 99, 991, 1...
- Proper country dialing code.
Note: It is recommended to contact the phone provider or their fax device manufacturer.
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Ask sender to resend the fax. If successful, you can suggest to the sender that they consider the following:
- Reduce their fax machine's Send Speed or baud rate to accommodate a poor phone line condition.
- Increase their fax machine's Redial Attempts and Redial Frequency to accommodate heavy fax traffic conditions.
Note: If both fax devices are on a digital phone line connection, try to reduce the Receive Max Speed on the Lexmark MFP.
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Ask sender to try the following tests:
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Send a fax from a different fax machine on a different phone line.
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If available, connect and send a fax from a different fax machine on the same phone line.
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Try to receive a fax on the failing machine.
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Send a fax to a different location.
- Did any faxes transmit?
- NO, fax failures persist and all tests fail.
- The sender has a problem with their phone line or fax device.
- Ask the sender to contact their phone line provider or fax device manufacture.
- YES, but only if the fax is sent from a different location.
- Possible causes:
- Sender has a phone line issue.
- Fax device configuration issue
- Fax device modem firmware issue
- YES, the sender is able to send to other locations, except for the Lexmark fax device.
- If possible, ask the sender to send a fax from a different machine. Otherwise, proceed to Step 4.
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Check to see whether Block Faxes is engaged on the MFP. If so, make sure that the sender is not using a private caller ID and the fax machine has a station name. Refer to How to 'Block Faxes' or Add a Fax Number to the 'Banned Fax List' with a Laser MFP to know how to block faxes.
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Check your Banned Fax list to make sure the sender's fax phone number is not blocked.
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Obtain the Call Log or Fax Job Log and identify the error code. Refer to Fax error codes and recommendations for Fax Log Status Errors and recommendations.
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If you still fail to receive faxes from this sender, contact the sender and ask following:
- Correct fax number.
- Transmission log from their machine.
- Manufacturer and model of the fax device.
- Is there any other fax send issues have been reported.
- Is the fax machine connected to a digital phone line or voice-over IP (VOIP).
Other suggestions
These suggestions are not listed by relevance, but they have been identified as possible reasons for fax failures.
- The MFP was configured to forward incoming faxes; e.g., e-mail, FTP, LDSS, eSF, and more.
- Printer intervention conditions; for example, an empty tray or some other error message.
- Error correction mode (ECM) must be activated on sender's fax machine.
Complete failure to receive faxes
The steps below take into account that you can send faxes.
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Verify that Receive Fax is enabled.
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If using a distinctive ring, confirm that your MFP is configured properly to pick up the correct ring pattern.
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Reduce the Max Send and Receive speed.
![](https://publications.lexmark.com/media/ids_assets/images/transparent.png)
The MFP was configured to forward incoming faxes; e.g., e-mail, FTP, LDSS, eSF, and more.
Note: Fax Forwarding is found under Fax Receive Settings and is only available on some MFP models.
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Change the Rings to Answer value under Fax Receive Settings. It is possible another phone device (i.e., answering machine), is competing with your MFP.
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Capture fax logs and identify the status message.
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Printer intervention conditions; for example, an empty tray or some other printer error message.
100% fax failure rate
If you cannot send or receive faxes, try the following, and then contact your telephone phone line provider.
- Verify that the phone line is active; e.g., connect an extension handset to the extension telephone wall jack at the back of the MFP, or to the telephone wall jack on the wall.
- Try a different phone line or phone cord.
- Listen for a clear, loud, and static free dial tone.
- Attempt to receive a phone call on the same phone line from an outside * individual or telephone.
- Dial a phone number and establish contact with an outside individual or telephone.
- Again, listen for a clear, loud, and static free signal during the conversation.
- Perform more fax send and receive tests with a different fax machine connected to the same line.
* Refers to a telephone number or handset not within your building or calling environment.