Diagnostic information 2-45
7011-2xx / 3xx
Fax service checks
Diagnosing fax problems
Note: Some fax-quality issues might be scanner-related. See “Scan quality service checks” on page 2-43.
Fax transmission service check
Note: Before performing this service check, verify that the correct country code for the MFP is selected. This
setting must match the country in which the MFP is used to transmit and receive faxes. If the setting is wrong,
the modem setting’s can be changed in the Fax/SE menu. See step 14. These setting’s should only be changed
with guidance from your second-level support.
Problem Solution
No dial tone See “Modem service check” on page 2-29.
Ring tone volume for incoming faxes too low Replace controller card.
Document does not feed in the ADF. See “ADF service check” on page 2-23.
Lines on documents sent out. Check the flatbed glass for marks or scratches.
Some words on an incoming fax are stretched. Fax machine sending the fax had a temporary jam.
Step Questions / actions Yes No
1 Is the phone line properly connected to the
modem card and the wall jack?
Go to step 3. Go to step 2.
2 Properly connect the phone line to the
modem card and wall jack.
Did this fix the problem?
Problem resolved Go to step 3.
3 Test the phone line’s ability to send and
receive calls.
Did the phone line work properly?
Go to step 5. Go to step 4.
4 Use the MFP on a properly functioning
phone jack.
Did this fix the problem?
Problem resolved. Go to step 5.
5 Is the phone line being used by the MFP an
analog line?
Go to step 8. Go to step 6.
6 Is the line being used a VOIP line? Go to step 7. Go to step 8.
7 Have the system administrator verify that
the VOIP server is configured to receive
faxes.
Is the server properly configured?
Go to step 8. Stop here. The issue is
VOIP related. The VOIP
provider needs to change
the server configuration.
8 Is the MFP on a PABX? Go to step 9. Go to step 10.
9 Enable Behind a PABX under fax setting’s
in the Administration menu.
Did this fix the issue?
Problem fixed. Disable Behind a PABX,
and go to step10.
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