Confirm the following with the sender:
Correct fax number.
Proper entry of your fax number on their machine.
Fax shortcut or manual entry of fax number? Suggest testing both methods.
Correct dialing prefix; e.g., 9, 99, 991, 1...
country calling code.
- Recommend that the sender try contacting their phone system or phone line provider.
- Consider contacting their fax device manufacturer.
Ask sender to resend the fax.
If successful, you can suggest to thesender 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.
Or, if both fax devices are on a digital phone line connection, you may want to also reduce your RECEIVE MAX SPEED on the Lexmark MFP.
- Sender should contact their fax device manufacture for instructions.
Ask sender to try the following tests:
- Send you a fax from a different fax machine on a different phone line.
- If available, connect and send you a fax from different fax machine on the same phone line.
- Try to receive a fax on the failing machine.
- Send a fax to a different location.
Question: 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 manufacturer.|
|YES, but only if the fax is sent from a different location... |
Several possibilities exist:
- Sender has a phone line issue, or a
- Fax device configuration issue, or a
- Fax device modem firmware issue.
Ask the sender to move the problem fax machine to a known working location.
Ask the sender to contact their phone line provider or fax device manufacturer.
Recommend Step 2 suggestions above.
|YES,the sender is able to send to other locations, but not to your Lexmark fax device...|
If possible, ask the sender to send the fax from a different machine.
Otherwise, continue to the next step. (Step 4)
- Continue to collect additional information about the problem.
- Print out or view the Transmission Log, Fax Call, and Fax Job Logs,and follow the recommendations.
- Contact Lexmark after performing the preliminary diagnosis outlined in this article.
Note: Older MFPs may have a separate Receive or Send Logs.
|4||Check to see whether Block Faxes is engaged on the MFP. If so, make sure the sender is not using a private caller ID and the fax machine has a station name.||Refer to this article for more information.|
|5||Check your Banned Fax list to make sure the sender's fax phone number is not blocked.|
|6||Obtain the Call Log or Fax Job Log and identify the error code.|
Refer to this article for information on "How to Enable Fax Log".
Refer to this article for Fax Log Status Errors and suggestions.
AutoPrint will enable the automatic print of the fax call log. Refer to this article for more information.
If you still fail to receive faxes from this sender, contact the sender to identify the following:
- Ask the fax sender to confirm the fax number.
- Ask the sender for a transmission log from their machine.
- Request the Manufacturer and Model of the fax device.
- Ask whether any other fax send issues have been reported.
- Ask whether their fax machine is connected to a digital phone line or voice-over IP (VOIP).
|8||Contact Lexmark to further troubleshoot this issue.||Obtain all required escalation information before calling Lexmark.|