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General Fax Setup Troubleshooting for Most Lexmark MFPs (2011)

Document ID:SO6480
 
  Properties  

Problem

Setup issue; Fax setup concerns; Improper fax settings; Station ID; Station name; Fax server mode; Analog fax

Solution

Overview

 

This article supliments fax setup information found in your User's Guide, and may prove useful for troubleshooting basic fax setup issues.

Step Questions and Actions If Yes, then... If No, then...
 1
Is the correct country selected?
 
Setting significance: Country selection dictates which   modem preset settings get loaded to the device. These modem presets are citical for proper fax functionality in certain geographies.
Go to Step 2.
Correct the setting and then proceed to Step 2.
 
You will need to run initial setup.
 
From the operator panel, press or select Menu > Settings > General Settings > Run Initial Setup > YES > Submit, and then turn the device off and on.
 
IMPORTANT! Users may need to seek administrative or IT help desk assistance with this procedure. Also see the User's Guide for additional information.
 2
Verify that a Station ID has been entered.
  • Station Name
  • Station Number
  • Station ID setting
Setting significance: It is important to note what is defined to transmit (Station Name or Number) because certain fax devices may block the fax based on these parameters; for example, Lexmark devices have a "Block no name fax" fax receive setting.
Go to Step 3
Correct the setting and proceed to Step 3.
 
You will have to access the Analog Fax Setup. 
 
To do this from the printer's EWS, press or select Settings > Fax Settings > Analog Fax Setup, and then enter appropriate values before you press Submit.
 3 Is an analog phone available to connect to phone port? Go to Step 4. Go to Step 9.
 4
Verify a physical phone line connection.
  • Connect your telephone cable (RJ-11) between the line port of MFP's modem and a wall jack.
  • Connect your phone to the phone port and pick up handset to check for dial tone.
  • Is dial tone present?

Click image to enlarge it.

Go to Step 5.
  • Try a different telephone cable.
  • Try a a different wall jack.
  • Contact your telephone service provider.
 5
Verify line quality using the extension handset. Is the line clear and loud?
  • Check for static.
  • Check for any other external noise.
  • Check for low signal or weak tone.
Significance: A fax transmission is more sensitive to line quality than normal voice calls. This test helps  ensure that line quality is suitable for fax transmission.
Go to Step 6.
  • Try a different telephone cable.
  • Try a different wall jack.
  • Contact your telephone service provider.
 6 Verify whether it is a Transmit (send) or Receive issue.  
  • Transmit (Send) – Go to Step 7.
  • Receive – Go to Step 8.
 7
Attempt to make an outgoing phone call with the phone attached in Step 4.
 
Can an outgoing call be completed successfully?
Click here to continue to Troubleshooting a Fax Send Failure.
 
Optional: Click here if you have identified a specific error on the Fax Log.
Contact your telephone service provider.
 8
Attempt to receive a incoming phone call  with the phone attached in Step 4
 
 
Can an incoming call be completed successfully?
Click here to continue to Troubleshooting a Fax Receive Failure.
 
Optional: Click here if you have identified a specific error on the Fax Log.
Contact your telephone service provider.
 9 Does device have a On Hook or Dial Tone button? Go to Step 10. Contact Lexmark technical support for further additional diagnosis steps.
 10
Press the Hook or Dial Tone button.
 
Do you hear the modem go off hook and hear a dial tone?
Press button again to go back on hook. 
 
Go to Step 11.
  • Check your device speaker settings under Fax Setup.
  • Contact Lexmark technical support for further additional diagnosis steps.
 11 Again, press the Hook or Dial Tone button. 
  • When you hear the dial tone, enter the digits of a phone number.
Does the modem dial the numbers as they are entered?
Go to Step 12. Contact Lexmark technical support for further additional diagnosis steps.
 12
Again, check for the following line conditions:
  • Static
  • Other external noise
  • Low signal or weak tone
Is the line clear?
Significance: A fax transmission is more sensitive to line quality than normal voice calls. This test helps  ensure that line quality is suitable for fax transmission.
Contact Lexmark technical support for further diagnosis.
  • Try a different telephone cable.
  • Try a different wall jack.
  • Contact your telephone service provider.

 

Still Need Help?

If you have exhausted all remedy possibilities, please contact Lexmark Technical Support for additional assistance. NOTE: When calling for support, you will be asked for your machine/model type and serial number (SN).

Please call from near the computer and printer for over-the-phone technician-directed diagnostic purposes.



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