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due to noise on the phone line, contact the sender to have them resend the fax. The
quality might be better when you try again. If the problem persists, turn Error
Correction Mode  (ECM) off and contact your telephone company.
For more information, see:
“
Send a fax in Error Correction Mode” on page 82
Cause: The phone line connection was noisy. Phone lines with poor sound quality
(noise) can cause  faxing problems.
If this did not solve the issue, try the next solution.
Solution 2: Increase the fax resolution Solution: For the highest-quality fax, change the fax resolution to  Fine, Very
Fine  (if available), or  Photo.
For more information, see:
“
Change the fax resolution” on page 23
Cause: The fax resolution  setting was set to a lo w resolution, such as  Standard.
If this did not solve the issue, try the next solution.
Solution 3: Make sure the glass is clean Solution: If you are sending a fax from the glass, make a copy to check the quality
of the printout. If the quality of the printout is poor, clean the glass.
For more information, see:
•“
Make a copy” on page 67
•“
Clean the glass” on page 89
Cause: The glass of the product might have been dirty.
If this did not solve the issue, try the next solution.
Solution 4: Check the receiving fax machine for problems Solution: Try calling the fax number from a telephone and listen for fax tones. If
you cannot hear fax tones, the receiving fax might not be turned on or connected, or
a voice mail service could be interfering with the recipients phone line. You can also
ask the recipient to check the rece iving fax machine for any problems.
Cause: The receiving fax machine was having problems.
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Solution 5: Use the Lighter/Darker setting to darken the original when sending the
faxSolution: Make a copy to check the quality of the printout. If the printout is too light,
you can darken it by adjusting the  Lighter/Darker setting when sending the fax.
For more information, see:
“
Change the Lighter/Darker setting” on page 24
Cause: The Lighter/Darker  setting might have been set too light. If you were
sending a faded, washed out, or handwritten fax, or a document with a watermark
(such as a red seal or stamp), you can change the  Lighter/Darker setting to send
the fax darker than the original.
Parts of a fax I sent are cut off
Solution: Make sure the rece iving fax machine can accept the paper size you are
using. If not, ask the recipient if the receiving fax machine has a fit to page setting
they can use to reduce the incoming fax to fit standard paper size such as letter or
A4.
Cause: Some fax machines cannot accept faxes larger than letter or A4 paper. The
fax was larger than letter or A4 paper.
The fax I sent was blank when it was received
Solution: Load your original print side down on the right front corner of the glass.
For more information, see:
“
Load originals” on page 27
Cause: The original was not loaded or was loaded incorrectly.
Fax transmission is slow
Try the following solutions to resolve the issue. Solutions are listed in order, with the most
likely solution first. If the first solution does not solve the problem, continue trying the
remaining solutions until the issue is resolved.
•
Solution 1: Send the fax in black and white
•
Solution 2: Lower the fax resolution
•
Solution 3: Check the phone line for noise
•
Solution 4: Check the receiving fax machine for problems
•
Solution 5: Increase the fax speed
Solution 1: Send the fax in black and white Solution: Sending a fax in color can take longer than sending a black-and-white
fax. Try sending the fa x in black and white.
Cause: You were sending a fax in color.
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If this did not solve the issue, try the next solution.
Solution 2: Lower the fax resolutionSolution: For faster transmission, use  Standard resolution. This setting provides
the fastest possible transmission with the lowest quality of fax. The default resolution
is  Fine , which can take longer to send.
For more information, see:
“
Change the fax resolution” on page 23
Cause: The document contained a lot of graphics or had very fine detail.
If this did not solve the issue, try the next solution.
Solution 3: Check the phone line for noise Solution: You can check the sound quality of the phone line by plugging a phone
into the telephone wall jack and listening for static or other noise. If the failure was
due to noise on the phone line, contact the sender to have them resend the fax. The
quality might be better when you try again. If the problem persists, turn  Error
Correction Mode  (ECM) off and contact your telephone company.
For more information, see:
“
Send a fax in Error Correction Mode” on page 82
Cause: The phone line connection was noisy. Phone lines with poor sound quality
(noise) can cause  faxing problems.
If this did not solve the issue, try the next solution.
Solution 4: Check the receiving fax machine for problems
Solution: Try calling the fax number from a telephone and listen for fax tones. If
you cannot hear fax tones, the receiving fax might not be turned on or connected, or
a voice mail service could be interfering with the recipients phone line. You can also
ask the recipient to check the rece iving fax machine for any problems.
Cause: The receiving fax machine was having problems.
Solution 5: Increase the fax speed
Solution: Make sure the  Fax Speed option is set to  Fast (33600) or Medium
(14400) .
For more information, see:
“
Set the fax speed” on page 18
Cause: The Fax Speed  option was set to a slow transmission speed.
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Fax tones are recorded on my answering machine
Try the following solutions to resolve the issue. Solutions are listed in order, with the most
likely solution first. If the first solution does not solve the problem, continue trying the
remaining solutions until the issue is resolved.
•
Solution 1: Make sure the answering machine is connected to the correct port
•
Solution 2: Set up the product to answer faxes automatically
Solution 1: Make sure the answering machine is connected to the correct port Solution:
NOTE: This possible solution applies only in the countries/regions that receive
a 2-wire phone cord in the box with the product, including: Argentina, Australia,
Brazil, Canada, Chile, China, Colombia, Greece, India, Indonesia, Ireland, Japan,
Korea, Latin America, Malaysia, Mexico, Philippines, Poland, Portugal, Russia,
Saudi Arabia, Singapore, Spain, Taiwan, Thailand, USA, Venezuela, and
Vietnam.
When you have an answering machine on the same phone line you use for fax calls,
you must connect the answering machine directly to the product using the port labeled
2-EXT, as shown below.
1Telephone wall jack
2Connect to the IN port on the answering machine
3Connect to the OUT port on the answering machine
4Telephone (optional)
5Answering machine
6Use the phone cord supplied in the box with the product
Make sure the product is set to receive faxes automatically and that the number of
rings to wait setting is correct. The number of rings to wait for the product should be
greater than the number of rings to answer for the answering machine. If the
answering machine and the product are set to the same number of rings to answer,
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both devices will answer the call and fax tones will be recorded on the answering
machine.
Set your answering machine to a low number of rings and the product to answer in
the maximum number of rings supported. (The maximum number of rings varies by
country/region.) In this setup, the answering machine will answer the call and the
product will monitor the line. If the product detects fax tones, the product will receive
the fax. If the call is a voice call, the answering machine will record the incoming
message.
For more information on setting up the product when you have an answering machine,
see the printed documentation that came with the product.
For more information, see:
“
Choose the recommended answer setting for your setup” on page 19
Cause: The answering machine was not set up properly with the product or the
number or rings to wait setting was not correct.
If this did not solve the issue, try the next solution.
Solution 2: Set up the product to answer faxes automatically
Solution: Set up the product to answer incoming calls automatically by turning on
Auto Answer . If it is turned off, the product will not monitor incoming calls and receive
faxes. In this case, the answ ering machine will answer the fax call and record the fax
tones.
For more information on setting up the product when you have an answering machine,
see the printed documentation that came with the product.
Cause: The product was set up to receive faxes manually, which means that the
product would not answer incoming calls. You must be available to respond in person
to incoming fax calls, or the product will not receive the fax and your answering
machine will record the fax tones.
The product cannot receive faxes, but can send faxes
Try the following solutions to resolve the issue. Solutions are listed in order, with the most
likely solution first. If the first solution does not solve the problem, continue trying the
remaining solutions until the issue is resolved.
•
Solution 1: Make sure you set up the product as described in the printed
documentation
•
Solution 2: Check the Auto Answer setting
•
Solution 3: Set the product to answer faxes manually
•
Solution 4: If you have a computer dial-up modem on the same phone line as the
product, make sure the modem softw are is not intercepting the fax
•
Solution 5: If you have an answering machine on the same phone line as the product,
record a new outgoing message
•
Solution 6: If you have an answering machine on the same phone line as the product,
make sure it is connected to the correct port
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•Solution 7: If you use a distintive ring service, make sure the Distinctive Ring setting
matches the ring pattern for your fax number
•
Solution 8: If you do not use a distintive ring service, make sure the Distinctive Ring
setting is set to All Rings
•
Solution 9: Make sure other equipment on the phone line is not reducing the fax signal
•
Solution 10: Clear the memory of the product
•
Solution 11: Check for error messages on the display
Solution 1: Make sure you set up the product as described in the printed
documentation Solution: Follow the instructions in your printed documentation to set up the
product properly for faxing, based on the  equipment and services you have on the
same phone line as the product. Then, run a fax test to check the status of the product
and to make sure you set it up properly.
The product prints a report with the results of the test. If the test fails, review the report
for information on how to fix the problem.
For more information, see:
•“
Test your fax setup” on page 25
•“
The fax test failed” on page 203
Cause: The product was not set up properly for faxing.
If this did not solve the issue, try the next solution.
Solution 2: Check the Auto Answer setting Solution: Depending on your office setup, you might be able to set the product to
answer incoming calls automatically. To find out what the recommended answer
mode is for your office setup, see the printed documentation that came with the
product.
If you must have  Auto Answer off, you will need to press  Scan/Fax and Start Fax
to receive a fax.
Cause: Auto Answer  was turned off, which means that the product would not
answer incoming calls. You must be available to respond in person to incoming fax
calls in order to  receive faxes.
If this did not solve the issue, try the next solution.
Solution 3: Set the produc t to answer faxes manually
Solution: Set the product to answer faxes manually. You cannot receive faxes
automatically if you have a voice mail service at the same phone number you use for
fax calls. You must receive faxes manual ly; this means you must be available to
respond in person to incoming fax calls.
For more information on how to set up the product when you have a voice mail service,
see the printed documentation that came with the product.
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Cause:You subscribed to a voice mail service at the same phone number you used
for fax calls.
If this did not solve the issue, try the next solution.
Solution 4: If you have a computer dial-up modem on the same phone line as the
product, make sure the modem so ftware is not intercepting the fax
Solution: If you have a computer dial-up modem on the same phone line as the
product, check to make sure  that the software that came with your modem is not set
to receive faxes automa tically. Modems that are set up  to receive faxes automatically
take over the phone line to receive all incoming faxes, which prevents the product
from receiving fax calls.
Cause: You had a computer dial-up modem on the same phone line as the product.
If this did not solve the issue, try the next solution.
Solution 5: If you have an answering machine on the same phone line as the
product, record a new outgoing message Solution: Disconnect the answering machine and then try receiving a fax. If faxing
is successful without the answering machine, the answering machine might be
causing the problem. Reconnect the answering machine and record your outgoing
message again.
• Record a message that is approximately 10 seconds in duration.
• Speak slowly and at a low volume when recording your message.
• Leave at least 5 seconds of silence at the end of the voice message.
• There should be no background noise when recording this silent time.
Cause: If you had an answering machine on the same phone line with the product,
you might have had one of the following problems:
• Your outgoing message might have been too long or too loud to allow the product
to detect fax tones, and the sending fax machine might have disconnected.
• Your answering machine might not have had enough quiet time after your
outgoing message to allow the product to detect fax tones. This problem is most
common with digital answering machines.
If this did not solve the issue, try the next solution.
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Solution 6: If you have an answering machine on the same phone line as the
product, make sure it is connected to the correct portSolution:
NOTE: This possible solution applies only in the countries/regions that receive
a 2-wire phone cord in the box with the product, including: Argentina, Australia,
Brazil, Canada, Chile, China, Colombia, Greece, India, Indonesia, Ireland, Japan,
Korea, Latin America, Malaysia, Mexico, Philippines, Poland, Portugal, Russia,
Saudi Arabia, Singapore, Spain, Taiwan, Thailand, USA, Venezuela, and
Vietnam.
When you have an answering machine on the same phone line you use for fax calls,
you must connect the answering machine directly to the product using the port labeled
2-EXT, as shown below. You also need to set the correct number of rings to answer
for both the answering machine and product.
1Telephone wall jack
2Connect to the IN port on the answering machine
3Connect to the OUT port on the answering machine
4Telephone (optional)
5Answering machine
6Use the phone cord supplied in the box with the product
Make sure the product is set to receive faxes automatically and that the number of
rings to wait setting is correct. The number of rings to answer for the product should
be greater than the number of rings to answer for the answering machine. Set your
answering machine to a low number of rings and the product to answer in the
maximum number of rings supported by your product. (The maximum number of rings
varies by country/region.) In this setup, the answering machine will answer the call
and the product will monitor the line. If the product detects fax tones, the product will
receive the fax. If the call is a voice call, the answering machine will record the
incoming message.
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For more information on setting up the product, see the printed documentation that
came with the product.
For more information, see:
“
Choose the recommended answer setting for your setup” on page 19
Cause: The answering machine was not set up properly with the product.
If this did not solve the issue, try the next solution.
Solution 7: If you use a distintive ring service, make sure the Distinctive Ring
setting matches the ring pa ttern for your fax number
Solution: If you have a special ring pattern for your fax phone number (using a
distinctive ring service through your telephone company), make sure that the
Distinctive Ring  setting on the product is set to match. For example, if the phone
company has assigned your number a double ring pattern, make sure  Double
Rings  is selected as the  Distinctive Ring setting.
NOTE:The product cannot recognize some ring patterns, such as those with
alternating short and long ringing patterns. If you are having problems with a ring
pattern of this type, ask your phone company to assign a non-alternating ring
pattern.
If you are not using a distinctive ring service, make sure that the  Distinctive Ring
setting on the product is set to  All Rings.
For more information, see:
“
Change the answer ring pattern for distinctive ringing” on page 20
Cause: You had a special ring pattern for your fax phone number (using a distinctive
ring service through your telephone company), and the  Distinctive Ring setting on
the product did not match.
If this did not solve the issue, try the next solution.
Solution 8: If you do not use a distintive ring service, make sure the Distinctive
Ring setting is set to All Rings
Solution: If you are not using a distinctive ring service, make sure that the
Distinctive Ring  setting on the product is set to  All Rings.
Cause: The Distinctive Ring  setting was not set to  All Rings (and you were not
using a distinctive ring service).
If this did not solve the issue, try the next solution.
Solution 9: Make sure other equipment on the phone line is not reducing the fax
signal
Solution: If the product shares the same phone line with other types of phone
equipment, such as an answering machine, a computer dial-up modem, or a multi-
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port switch box, the fax signal level might be reduced. The signal level can also be
reduced if you use a splitter or connect  extra cables to extend the length of your
phone. A reduced fax signal can cause problems during fax reception.
• If you are using a splitter or extension cables, try removing them and connecting
the product directly to the telephone wall jack.
• To find out if other equipment is causing a problem, disconnect everything except
the product from the phone line, and then try to receive a fax. If you can receive
faxes successfully without the other equipment, one or more pieces of the other
equipment is causing problems; try adding them back one at a time and receiving
a fax each time, until you identify which equipment is causing the problem.
Cause: The fax signal level might not have been strong enough, which can cause
fax reception problems.
If this did not solve the issue, try the next solution.
Solution 10: Clear the memory of the product
Solution: If Backup Fax Reception  is enabled and there is an error condition on
the product, the memory might become full of faxes that have not yet been printed
and the product will stop answering calls. If an error condition exists that is preventing
the product from printing faxes, review the display for information on the error
condition. Make sure:
• The product is set up correctly for faxing. See the printed documentation for more
information.
• There is paper loaded in the input tray.
• There is no paper jam.
• The print cartridge door is closed. If not, close the print cartridge door, as shown
below:
•The print carriage is not stalled or blocked. Turn off the product, remove any
objects that are blocking the print cartridge carriage (including any packing
materials), and then turn on the product again.
Resolve any problems found. The product automatically begins printing all the
unprinted faxes from memory. To clear the memory, you can also delete the faxes
stored in memory by turning off the product.
Cause: The memory of the product was full.
If this did not solve the issue, try the next solution.
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