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Lexmark XS652

Lexmark XS652

Main Contributing Factors to Fax Receive Failure: Enable Fax Receive, Distinctive Ring, Noisy Line and Others

ENUS28980

What you will see ('09)

The multifunction device (MFD) will ring but never answer an incoming fax, or the MFD will answer but the fax is dropped shortly after the transmission begins.

Before you continue, you may want to xref_SO6342_xref for the latest fax troubleshooting procedures.

Possible causes

The following should be considered as primary culprits:

  • -Enable Fax Receive is turned OFF.
  • -VOIP provided by digital telephone service providers.
  • -Distinctive Ring is being utilized; however, the MFD is misconfigured, or not configured to use the distinctive ring feature.xref_HO3513_xreffor informaton on how to enable or change fax receive and distinctive ring settings.
  • -Noisyline
  • -

    Other Settings

    - see after the table
NOTE: You should perform the preliminary diagnosis prior to contacting Lexmark. Please have the Network or Fax Setup page available if contacting Lexmark Technical Support.

Preliminary Diagnosis

StepActionIf...Then...
1Connect an additional phone or handset to the extension jack at the back of the MFD, and check for a dial tone.
NOTE:
Use aphone line duplex/splitteradapter ifyour MFD does not have an extension jack.
a dial tone is presentproceed to Step 2.
Step 1continued...a dial tone isnotpresent
  • try a different phone cord, or
  • try a separate phone line, or
  • check with your telephone service provider.
2Verify the phone line quality using the additional phone or handset to identify:
  • -static
  • -external noise
  • -any irregular sound NOTE: This is to ensure that line quality is suitable for fax transmissions.
the line is clearproceed to Step 3.
Step 2continued...the line isnoisy
  • try a different phone cord, or
  • try a separate phone line, or
  • check with your telephone service provider.
3Verify that incoming calls can be received on the phone line. To do this:
  1. Disconnect the phone cable from the MFD and connect it directly to the additional phone or handset.

  2. Have someone call the fax number to verify that the phone rings.

  3. Allow 3-5 rings, then pick up the handset to check if a connection can be established with the caller.

the handset rings and a connection is establishedreconnect the phone cord to the MFD and proceed to Step 4.
Step 3continued...the handset does not ringthe phone line is problematic. Call the telephone service provider.
StepActionIf...Then...
4Check the value of the Enable Fax Receive user setting. NOTE: Not available on the X215, X342, or X502 MFD. X342 may have Auto Answer turned off.set to 'On'proceed to Step 5.
Step 4continued...set to 'Off'urn it 'On', submit the change, and test again. If the fax still fails, proceed to Step 5.
5Verify theDistinctive Ring user setting. If the distinctive ring feature is available on the phone line, check to see if the appropriate setting (Single, Double, Triple) is enabled on the MFD.NOTE: Not available on the X215 or X502 MFD.distinctive ring is active, enabled, and the MFD setting reflects the correct ring pattern (Single, Double, Triple)proceed to Step 6.
Step 5continued...distinctive ring is active but disabledon the MFDturn 'On' distinctive ring to reflect the correct ring pattern (Single, Double, Triple). Test again. If the fax still fails, proceed to Step 6.
6Find out if the phone line is analog or digital. digitalproceed to Step 7.
Step 6continued...analogproceed to Step 8.
StepActionIf...Then...
7Confirm that the VoIP server is configured to accept faxes. To do this:
  • Contact your digital telephone service provider or internet service provider.

NOTE:
Sometimes referred to as Fax over IP (FoIP), this capability relies on the ability of a provided filter to convert digital internet signals to analog phone signals.
the server is configured to support fax callsproceed to Step 8. Also, see Other Settings.
Step 7continued...unsure of this setting or if this configuration now failscontact the VoIP provider to verify settings and test hardware.
8Verify the nature of the failure. The MFD is unable to receive faxes:
  • -from any remote fax device, or
  • -only from a specific remote fax device.
the MFD fails to receive faxes from any remote fax devicecheck Other Settings below before contacting Lexmark Technical Support for additional diagnosis.
Step 8continued...the MFD fails to receive only from a specific remote fax deviceproceed to Step 9.
9Verify communications with the specific remote fax device. Test to see if any other fax device connected to the phone line is able to receive faxes sent from the specific remote fax device.another fax device is able to receiveproceed to Step 10.
Step 9continued..another fax device alsofails to receive faxStop here. The problem is not with the MFD.
Step Action...If...Then...
10Verify the Block No Name Fax user setting found under:
  • -From the MFD Web Page: Configuration > Fax Settings > Analog Fax Setup > Fax Receive Settings
  • -From the User Interface: Menu > Settings > Fax Settings > Analog Fax Setup > Fax Receive Settings
Explanation:Block No Name Fax functions by preventing the MFD from receiving faxes from a remote fax device that has a ‘blank’ station ID setting.
Block No Name Fax is Ondisable this setting to start receiving faxes from remote fax devices with blank station IDs.
Step 10continued...Block No Name Fax is Offproceed to Step 11.
11 Check the Banned Fax List user setting under:
  • -From the MFD Web Page: Configuration > Fax Settings > Analog Fax Setup > Fax Receive Settings (web page)
  • -From the User Interface: Menu > Settings > Fax Settings > Analog Fax Setup > Fax Receive Settings
Explanation: Banned Fax List blocks fax receive functionality based on which fax numbers are entered into the Banned Fax list.
the sender's fax number is in the Banned Fax listremove it and test again.
Step 11continued...no banned fax number is listedcheck Other Settings below before contacting Lexmark Technical Support for additional diagnosis.

Other Settings

: All MFDs

  • -Verify that ECM (Error Correction Mode) is enabled. This is an important setting for dropped faxes. Toggle this setting OFF and ON and test again.
  • -Digital voice over internet protocol (VOIP) can cause issues with your MFP's analog modem. You probably have VOIP if a digital telephone service provides your phone line.
  • -Lower the Max Send Rate to 9600 or Max Receive Rate to 9600 if using VOIP. If this resolves the issue, increase the rate up to 14400 bps to maximize performance.
  • -Turn ON the Speaker Setting which may be preventing you from hearing a possible distinctive ring pattern.
  • -Check the paper level as a lack of paper will prevent fax transmission.
  • -Make sure the Fax Forwarding setting is not turned on (some models only).
  • -Understand that the X502 and X215 MFDs do not support distinctive ring.
  • -Adjust # of rings if MFD is competing with an answering machine.
  • -Check Manual Fax settings.
Visit the Lexmark publications site for User's Guide information on these topics.

IMPORTANT: All three ring settings (Single, Double, Triple) are turned ON by default. Turn off any ring setting that may interfere with a phone device that requires a distinctive ring pattern. To do this, deselect any ring pattern that is intended for another device, but be certain about which ring pattern and phone number is intended for faxes, e.g. double ring for the phone and single ring for fax. Firmware Update Information

Occasionally the MFD is the cause of the fax failure; however, this is rarely a physical hardware failure. If it is determined that a firmware update may alleviate this fax receive issue, it is important to consult a technical support representative to discuss other resolution paths and perform additional diagnostic tests.

Related Articles

Current Products

    • -xref_HO2965_xref
    • -xref_HO2966_xref
    • -xref_HO2962_xref NOTE: The fax firmware is embedded into the MFD's base code. Early base code revisions start with LC0 or LC1.
    • -xref_SO4185_xref

Legacy Products

    • -xref_HO2910_xref
    • -xref_SO3721_xref (1st generation touch screen MFD)
    • -How to Check Modem Code Versions on the X242, X443, X3100, X3200 Scanner-equipped Products. See the User's Guide for information on how to print the network settings page. NOTE: Look for Fax/SCSI Ethernet or MFP - Ethernet 10/100 at the top of the page. If you see Ethernet 10/100, you have the wrong page.

Still Need Help?

Please contact Lexmark Technical Support for additional assistance. NOTE: When calling the Technical Support Center, you will need to know your printer model type and serial number. Please call from near the MFP in case the technician asks you to perform a task involving the device.

LEGACY ID: SO4187

Notes:

  • Infoprint 1540 MFP ----------------------------------------------------------------------------- Infoprint 1560 MFP ----------------------------------------------------------------------------- Infoprint 1570 MFP ----------------------------------------------------------------------------- Infoprint 1580 MFP ----------------------------------------------------------------------------- Infoprint 1572 MFP ----------------------------------------------------------------------------- Infoprint 1650 MFP ----------------------------------------------------------------------------- IBM M40 MFP

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