Unable to 'Send' a fax

1

First check the more obvious reasons why a fax might fail to send to a recipient.

1. Correct fax number



2. Proper entry of the fax number on the numeric keypad



3. If using a fax shortcut to initiate the fax, verify the number was entered properly during fax shortcut creation.



4. Proper dialing prefix; for example, 9, 99, 991, 1...



5. Proper country calling code.

• The MFP's User's Guide.
• This can be downloaded from Lexmark.com.

2

Attempt to resend the document.

If successful, consider the following to prevent future send failures.

• Increase the number of redial attempts. (Automatic Redial)
• Increase the amount of time between redial attempts. (Redial Frequency)
• Reduce Max Send Speed if the problem continues.

Reducing send speed may be required if the recipients fax machine is connected to a digital phone line.

Click here for information on "How to Change Fax Redial Values."

3

Reduce the Max Send Speed and then try to resend the document.

Click here for information on "Max Send Speed."

4

Try to send the same fax to the same destination using a different fax machine in your area.

Question: Did the fax transmit from a different location within your work area?

IF NO

Then the problem is not with the MFP.

• Capture the Transmission Log, Fax Call, and Fax Job Logs. Older MFPs may have a separate Receive or Send Log. See Step 5.
• Identify any error codes and perform recommended actions to resolve the problem.
• Contact the fax recipient and notify them of this problem. See Step 6.
• Contact Lexmark Technical Support for additional diagnosis. See Step 7.

IF YES

See next step and Continue to capture additional information.

IF you do not have another fax machine available

See next step and Continue to capture additional information.

N.A.*

5

Obtain the Call Log or Fax Job Log and identify the error code.

Click here for information on "Viewing a fax log".

Click here for Fax log status errors and suggestions.

6

Contact the fax recipient to report this problem and ask for or request the following:

• Ask the fax recipient to confirm the fax number.
• Fax device status; for example, busy, idle, intervention state, turned off, manual mode transmission.
• Request to receive log error information.
• Request the manufacturer and model of fax device.
• Ask if any recent receive issues have been reported.
• Ask if their fax machine is connected to a digital phone line or voice-over IP (VOIP).

N.A.*

7

Contact Lexmark to further troubleshoot this issue.

Click here and obtain all required escalation information before calling Lexmark.

Yes, the device is able to send a scan-initiated fax...

Proceed to the numbered steps below.

No, I cannot send a scanner-initiated fax or a driver-initiated fax...

See Fax send failure to ALL destinations above.