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Fax Receive "No Answer": Possible Firmware Update and Post Code Update Check for Non-US Geographies (If Fax Still Fails)

Document ID:SO4185
 
  Properties  

Problem

cannot receive facsimile; not receiving faxes; fax will not work; no answer; no ring; one ring; incorrect homologation settings; incorrect country code; fax receive failure

Solution

Overview:  'No Answer' Fax Receive Issue - Oct. '07

A base code update may contain a fax firmware fix for a 'No Answer' fax receive condition.  You should perform the preliminary diagnosis below prior to contacting Lexmark.
NOTE:  A formal escalation to our fax engineering team may be required to resolve this issue.    

Primary Symptom

The multifunction device (MFD) does not ring or rings just once before the line disconnects. 

Preliminary Fax Diagnosis

StepActionIf...Then...
  1
Connect an additional phone or handset to the extension jack available at the back of the MFD, and verify a dial tone. 
NOTE:  Substitute a phone line duplex/spliter adapter if the MFD does not provide an extension jack.
a dial tone is present, proceed to Step 2.
Step 1 continued... a dial tone is not present,

  • -try a different phone cord
    or

  • -try a separate phone line
     or

  • -check with your telephone service provider 
  2
Verify the phone line quality using the additional phone or handset to identify any of the following:

  • -static

  • -external noise

  • -any irregular sound  
    NOTE: This is to ensure that line quality is suitable for fax transmissions.
the line is clear,proceed to Step 3.
Step 2 continued...the line is noisy,

  • -try a different phone cord
    or

  • -try a separate phone line
     or

  • -check with your telephone service provider 
  3
Verify that incoming calls can be received on the phone line.  To do this:

  • -Disconnect the phone cable from the MFD and connect it directly to the additional phone or handset.

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

  • -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 established, reconnect the phone cord to the MFD and proceed to Step 4.
Step 3 continued...the handset does not ring,the phone line is problematic.  call your telephone service provider.
StepActionIf...Then...
  4
 
Check the value of the Enable Fax Receive user setting.
NOTE:  The X34x, X215 and X502MFP lack this function.
set to On,proceed to Step 5.
Step 4 continued...set to Off,turn On, and Submit the change.  Test again.  If the fax still fails, proceed to Step 5.
  5
Verify the Distinctive Ring user setting.
If the distinctive ring feature is available on the phone line,  check to see if the appropriate Distinctive Ring setting (Single, Double, Triple) is enabled on the MFD.
NOTE:  The X34x, X215 and X502MFP lack this function.
distinctive ring is active, enabled, and the MFD setting reflects the correct ring pattern(Single, Double, Triple), proceed to Step 6.
Step 5 continued...distinctive ring is active, but disabled on the MFD,
turn On distinctive ring to reflect the correct ring pattern (Single, Double, Triple)
Test again.  If the fax still fails, proceed to Step 6.
  6Verify whether the phone line is analog or digitalDigital, proceed to Step 7.
Step 6 continued...Analog,proceed to Step 8.
  7Confirm that the VoIP server is configured to accept faxes. NOTE: VoIP is sometimes referred to as FoIP (Fax over IP).  The server's DAC (Digital to Analog converter) or a similar filter is utilized to convert a digital signal to the analog signal which is required by the MFD.      the server is configured to support fax calls,proceed to Step 8.
Step 7 continued...Unsure of this setting, or if this configuration now fails, check with the VoIP provider to verify settings and test hardware.  
StepActionIf...Then...
  8
Verify the nature of failure:

  • -MFD is unable to receive faxes from any remote fax device,

  • -or only from a specific remote fax device.
the MFD fails to receive from any remote fax device,proceed to Step 12.
Step 8 continued...the MFD fails to receive only from a specific remote fax device,proceed to Step 9
  9
Verify communications with the specific remote fax device.
Test to determine if any other fax device connected to the phone line is able to receive faxes sent from the specific remote fax device.
Other fax device is able to receive,proceed to Step 10.
Step 9 continued...Other fax device also fails to receive fax,
Stop here. The problem is not with the MFD.
  10
Verify 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

  • NOTE: The X34x, X215 and X502MFP lack this function. 

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 On,disable this setting to start receiving faxes from remote fax devices with blank station IDs and test again.
Step 10 continued...Block No Name Fax is Off,proceed 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

  • NOTE: The X34x, X215 and X502MFP lack this function.

Explanation:  The ‘Banned Fax List’ blocks fax receive functionality depending on which fax numbers are entered into the Banned Fax list.
The sender's fax number is in the Banned Fax list, remove it and test again.
Step 11 continued...No banned fax number is listed,Contact Lexmark Technical Support for information on how to perform Step 12 and perform additional diagnosis.
  12Adjust Receive Threshold values. 

Firmware Update Information

Capture current firmware code levels before calling Lexmark.  

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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.  


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