Thank you for your feedback



Fax Problems or Issues with Digital Phone Lines; Voice Over Internet Protocol Fax Issues

Document ID:SO5072
 
  Properties  

Problem

Cannot send; Unable to receive; Fax failure; Failed fax; Inconsistent fax transmission; Fax aborts; Aborted fax; Disconnect; DCN

Environment

Fax over Internet Protocol; FOIP; Digital phone line; 9600; baud rate

Solution

What you will see

A fax send or receive failure that is attributable to the following:

  • -Digital voice over Internet Protocol (VOIP) is being used in place of the traditional analog phone line.
  • -A network supporting a digital phone line that has high network jitter or traffic.
  • -A network supporting a digital phone line that has high network delay.
  • -A network supporting a digital phone line that has a high rate of packet loss.

    Administrator information: The suggested voice codecs for Fax are G.711 fax pass-through and G.711 fax mode.

 

 

What to try

 Two procedures may alleviate the effects of the above-stated poor line conditions: 

 

 

 

Procedure: How to reduce baud rate


Faxing by way of voice over Internet Protocol (VOIP) may require you to adjust the speed settings for various reasons. 
Suggestion: Change the setting to 9600 bps.
 


Precautions

  • - Ensure consistent diagnosis by testing this setting only with the problematic sending fax machine. 
  • - You can continue to increase the speed as long as successful fax transmissions persist.
  • - Higher fax speeds require a clean and strong analog signal; therefore, increase speed with caution.  

 

Baud Rate or Max Speed Locations
MFP Model From the User Interface (UI)

From the Embedded Web Server (EWS)

e.g., http://MFP_IP_Address, where MFP_IP_Address is the TCP/IP address of the multi-function printer.


All-In-One touch screen MFPs and 4600 (scanner-equipped) MFPs:

  • - X46x Series MFPs
  • - X64x Series MFPs
  • - X78x Series MFPs
  • - X73x Series MFPs
  • - X65x Series MFPs
  • - X94x Series MFPs

 
 

Menus > Settings > Fax Settings > Analog Fax SetupFax Receive Settings > Max Speed Configuration (Settings) > Fax Settings > Analog Fax SetupFax Receive Settings > Max Speed
X264, X364 and X54x MFPs Menus > Settings > Fax SettingsFax SetupFax Receive Settings > Max Speed Configuration > Fax Settings > Analog Fax Setup >  Fax Receive Settings > Max Speed
X204 MFP Menus > Settings > Fax Settings >  Fax Receive Settings > Max Speed Settings > Fax Settings > Analog Fax Setup > Max Speed under Fax Receive Settings
X422 MFP* — This setting is located in a special engineering menu. Please contact Lexmark Technical Support  for additional assistance.
Touch screen MFPs with scanner machine type 4036-501 & 304* (4500 and 7500 Scanners) — This setting is located in a special engineering menu. Please contact Lexmark Technical Support  for additional assistance.
Legacy products with scanner machine type 4036-302 & 306* (3100 and 3200 scanners) — This setting is located in a special engineering menu. Please contact Lexmark Technical Support  for additional assistance.
Legacy products with scanner machine type 4036-301 & 305*  (242 and 443 Scanners) — This setting is located in a special engineering menu. Please contact Lexmark Technical Support  for additional assistance.
X342 MFP — This setting is located in a special engineering menu. Please contact Lexmark Technical Support  for additional assistance.
X502 MFP Not Available Not Available
X215 MFP Not Available Not Available

 * - Certain MFPs may not have the ability to change baud rate. Other advised setting changes may be substituded when talking to a technical support agent.

Decision Table

If... Then...
9600 bps is successful Try increasing the speed in increments up to 14.4 kbps.
9600 bps is not successful See #2 below on how to disable ECM. Or, click here to go back to the main contributors to a fax send/receive failure.

 

 

 

Procedure: How to disable Error Correction Mode (ECM)

 

ECM Location
MFP Model From the User Interface (UI)

From the Embedded Web Server (EWS)

e.g., http://MFP_IP_Address, where MFP_IP_Address is the TCP/IP address of the multi-function printer.


All-In-One touch screen MFPs and 4600 (scanner-equipped) MFPs:

  • - X46x Series MFPs
  • - X64x Series MFPs
  • - X78x Series MFPs
  • - X73x Series MFPs
  • - X65x Series MFPs

 
 

Menus > Settings > Fax Settings > Analog Fax SetupFax Send > Enable ECM

Toggle this setting to OFF, and then click Submit.

Configuration (Settings) > Fax Settings > Analog Fax Setup >  Fax Send Settings > Enable ECM
X264, X364 and X54x MFPs

Menus > Settings > Fax SettingsFax Setup > Fax Send Settings > Enable ECM.

Toggle this setting to OFF, and then press Select

Configuration > Fax Settings > Analog Fax Setup Fax Send Settings > Enable ECM
X204 MFP Menus > Settings > Fax Settings >  Fax Send Settings > Enable ECM.  Settings > Fax Settings > Analog Fax Setup > Enable ECM under Fax Send Settings.
X422 MFP* — This setting is located in a special engineering menu. Please contact Lexmark Technical Support  for additional assistance.
Touch screen MFPs with scanner machine type 4036-501 & 304 (4500 and 7500 Scanners) —  User Interface: Configuration > Fax Setup > Fax Mode (Analog) > Configuration > Enable ECM located at the bottom of the screen. Please contact Lexmark Technical Support  for additional assistance.
Legacy products with scanner machine type 4036-302 & 306* (3100 and 3200 scanners) — This setting is located in a special engineering menu. Please contact Lexmark Technical Support  for additional assistance.
Legacy products with scanner machine type 4036-301 & 305*  (242 and 443 Scanners) — This setting is located in a special engineering menu. Please contact Lexmark Technical Support  for additional assistance.
X342 MFP — This setting is located in a special engineering menu. Please contact Lexmark Technical Support  for additional assistance.
X502 MFP Not Available Not Available
X215 MFP Not Available Not Available

 * - Certain MFPs may not have the ability to disable ECM. Other advised setting changes may be substituded when talking to a technical support agent.

 

Still Need Help?

 

 

 

If you require additional assistance, please contact Lexmark Technical Support. NOTE: When calling for phone support, you will need your model/machine type and serial number (SN).

For improved technical support, all callers should be near the computer and the printer in case the technician on the phone asks you to perform a task involving one of the devices.



Link:
Please enter the email address you would like to send a copy of this page to.