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Fax Problems

This section describes fax problems and possible solutions.

When an error code appears on the fax journal or transmission status report

The table below describes the meaning of error codes that appear under "Results" on the fax journal or transmission status report, and what to do when a particular error code appears.

"X" indicates a number in an error code that appear differently depending on a specific situation.

Error Code

Solution

1XXX11

An original has been jammed inside the ARDF or ADF while sending a fax in Immediate Transmission mode.

1XXX21

The line could not be connected correctly.

  • Confirm that the telephone line is properly connected to the machine.

  • Disconnect the telephone line from the machine, and connect a standard telephone in its place. Confirm that you can make calls using the telephone. If you cannot make calls this way, contact your telephone company.

  • If the problem persists, contact your sales or service representative.

1XXX22 to 1XXX23

Dial fails when trying to send faxes.

  • Confirm that the fax number you dialed is correct.

  • Confirm that the destination is a fax machine.

  • Confirm that the line is not busy.

  • You may need to insert a pause between dial digits. Press the [Pause/Redial] key after, for example, the area code.

  • Confirm that [PSTN / PBX] under [Admin. Tools] is set properly for your connection method to the telephone network. See Administrator Settings.

1XXX32 to 1XXX84

An error occurred while sending a fax.

  • Confirm that the telephone line is properly connected to the machine.

  • Disconnect the telephone line from the machine, and connect a standard telephone in its place. Confirm that you can make calls using the telephone. If you cannot make calls this way, contact your telephone company.

  • If the problem persists, contact your sales or service representative.

2XXX14

The machine was not able to print the received fax, or the machine's memory reached capacity while receiving a fax because the document was too large.

  • The paper tray was empty. Load paper in the paper tray. See Loading Paper.

  • The tray set for [Select Paper Tray] under [Fax Features] did not contain A4, Letter, or Legal size paper. Load valid size paper in the tray, and configure the paper size settings under [System Settings] accordingly.

  • A cover or tray was open. Close the cover or tray.

  • There was a paper jam. Remove the jammed paper. See Removing Printing Jams.

  • A print cartridge was empty. Replace the print cartridge. See Replacing the Print Cartridge.

  • The received fax was too large. Ask the sender to re-send the document in parts as several smaller individual faxes, or to send at a lower resolution.

2XXX32 to 2XXX84

An error occurred while receiving a fax.

  • Confirm that the telephone line is properly connected to the machine.

  • Disconnect the telephone line from the machine, and connect a standard telephone in its place. Confirm that you can make calls using the telephone. If you cannot make calls this way, contact your telephone company.

  • If the problem persists, contact your sales or service representative.

3XXX11

Connection to the server failed while sending an Internet Fax.

  • Confirm that the network cable is properly connected to the machine.

  • Confirm that the network settings such as IP address, DNS, and SMTP settings have been configured properly (make sure that no double-byte character is used). See Configuring the Network Settings.

3XXX12

E-mail transmission failed while sending an Internet Fax.

  • There was an error in the header of the e-mail. Confirm that the network settings such as IP address, DNS, and SMTP settings have been configured properly (make sure that no double-byte character is used). See Configuring the Network Settings.

3XXX13

E-mail transmission failed while sending an Internet Fax.

  • There was an error in the part header of the e-mail. Confirm that the network settings such as IP address, DNS, and SMTP settings have been configured properly (make sure that no double-byte character is used). See Configuring the Network Settings.

3XXX14

E-mail transmission failed while sending an Internet Fax.

  • There was an error in the converted TIFF file. Confirm that the network settings such as IP address, DNS, and SMTP settings have been configured properly (make sure that no double-byte character is used). See Configuring the Network Settings.

3XXX33

The machine memory reached capacity while sending an Internet Fax.

  • The fax was too large. Resend the document in parts as several smaller individual faxes, or send at a lower resolution.

4XXX21

Connection to the server failed while receiving an Internet Fax.

  • Confirm that the network cable is properly connected to the machine.

  • Confirm that the network settings such as IP address, DNS, and POP3 settings have been configured properly (make sure that no double-byte character is used). See Configuring the Network Settings.

4XXX22

E-mail reception failed while receiving an Internet Fax.

  • LIST command to the POP3 server failed. Ask the sender to check the e-mail settings.

4XXX23

E-mail reception failed while receiving an Internet Fax.

  • There was an error in the header of the e-mail. Ask the sender to check the e-mail settings.

4XXX24

E-mail reception failed while receiving an Internet Fax.

  • There was an error in the part header of the e-mail. Ask the sender to check the e-mail settings.

  • The e-mail had an invalid Content-Type, or an unsupported type of file (such as PDF or JPEG) was received. Ask the sender to check the file type.

4XXX25

E-mail reception failed while receiving an Internet Fax.

  • There was an error in the text part of the part body of the e-mail. Ask the sender to check the e-mail settings.

4XXX26

E-mail reception failed while receiving an Internet Fax.

  • There was an error in the received TIFF file (which resulted from a condition not indicated by the error codes 4XXX43 to 4XXX45). Ask the sender to check the TIFF file.

4XXX42

E-mail reception failed while receiving an Internet Fax.

  • There was an error in the part header of the e-mail. Ask the sender to check the e-mail settings.

4XXX43

A TIFF file could not be received via Internet Fax properly.

  • The compression method of the received TIFF file was other than MH/MR/MMR. Ask the sender to check the TIFF file.

4XXX44

A TIFF file could not be received via Internet Fax properly.

  • The resolution of the TIFF file was not supported, or the width of the TIFF file was A3 or B4. Ask the sender to check the TIFF file.

4XXX45

A TIFF file could not be received via Internet Fax properly.

  • The format of the TIFF file was other than TIFF-S/F. Ask the sender to check the TIFF file.

4XXX46

The machine memory reached capacity while receiving an Internet Fax.

  • The fax was too large. Ask the sender to resend the document in parts as several smaller individual faxes, or send at a lower resolution.

When other problems occur

The table below describes how to troubleshoot problems that do not produce an error code.

Problem

Solution

Cannot send faxes.

  • See the solutions provided for errors 1XXX32 to 1XXX84 in the above table.

  • The machine cannot accept a new fax job because there are 5 unsent faxes in memory already. Wait until any of those faxes is transmitted completely, or use the [Delete TX Standby File] function to delete unnecessary faxes. For details, see Fax Feature Settings.

Cannot receive faxes.

See the solutions provided for errors 2XXX32 to 2XXX84 in the above table.

Cannot receive faxes even when sending them is possible.

Cannot print received faxes.

  • The paper tray is empty. Load paper in the paper tray. See Loading Paper.

  • The paper tray does not contain paper of the right size. Load paper of the right size in the paper tray.

Faxes you sent appear spotty or dirty when received.

  • The exposure glass or ARDF/ADF is dirty. See Cleaning.

  • Before placing originals on the exposure glass, make sure that ink or correction fluid is dry.

A fax you sent appears blank when received.

The original was placed upside down. Place the original in the correct orientation. See Placing Originals.

The background of received images is dirty, or images from the rear side of the originals are visible.

Image density is too high. Adjust the image density. See Adjusting image density.

Faxes you sent come out too light on the receiving end.

Low room temperature may have caused the machine to scan originals unclearly. Selecting [Long] for [Scan Warm-up Time] under system settings may help to improve the scanning quality.

See System Settings.

Dial fails when trying to send faxes.

See the solutions provided for errors 1XXX22 to 1XXX23 in the above table.