User GuideIM C2000/C2500/C3000/C3500/C4500/C5500/C6000 series

When the Fax Result Is Not as Expected

Note

If a message is displayed on the screen, check the message.
When a Message Is Displayed While Using the Fax Function
When confirming or changing the settings in [Settings], press [Home] () after closing [Settings].

When a Document Cannot Be Sent Properly

Condition	Cause	Solution and reference
A fax cannot be sent or received. (G3 line)	The modular cable is not connected properly.	Connect the cable to the G3 line connector (LINE1) on the back left side of the machine. When the extra G3 interface unit is attached, you can also use the G3 extension lines (LINE 2, 3). Connecting the Modular Cable
A fax cannot be sent. (G3 line)	The line type (tone-dialing or pulse-dialing line) is not specified correctly.	Select the correct line type in the following setting items. Settings screen type: Standard [Settings][Fax Settings][Detailed Initial Settings][Select Dial/Push Phone] Settings screen type: Classic [Settings][Machine Features Settings][Fax Settings][Initial Settings] tab [Select Dial/Push Phone] If you are not certain of the line type, consult your telephone service provider.
A fax cannot be sent. (G3 line)	A dial-tone cannot be detected.	Configure the machine so that an outgoing transmission can be executed without detecting a dial-tone. Change the current value of the following items to [0] under the switch number [22], bit number [0]. When the extra G3 interface unit is attached, change the value under the bit number [1] for the second line, and under [2] for the third line. Settings screen type: Standard [Settings][Fax Settings][Detailed Initial Settings][Parameter Setting][Parameter Setting] Changing the Parameter Settings (Standard) Settings screen type: Classic [Settings][Machine Features Settings][Fax Settings][Initial Settings] tab [Parameter Setting] Changing the Parameter Settings
The fax indicator starts flashing during a transmission, and the process does not end.	A malfunction is temporarily occurring on the machine.	Turn off the power of the machine, wait for 10 seconds or more after confirming that the main power indicator is turned off, and then turn on the power. Turning On and Off the Power
A memory transmission is not executed, and "(E. 5)" is recorded in the Error report.	The size of the data sent in Internet Fax has exceeded the upper limit when [Max. Email Size] is specified.	Perform transmission in several batches. You can change the maximum size in the following settings. Settings screen type: Standard [Settings][Fax Settings][Send Settings][Maximum Email Size] Settings screen type: Classic [Settings][Machine Features Settings][Fax Settings][Send Settings] tab [Max. Email Size]
When using On-hook or manual dialing, `“Receiving”` is displayed on the screen and a transmission cannot be executed.	The reception process has been started because the original size could not be detected when [Start] was pressed.	Place the original correctly. Setting an Original to Send by Fax on the Scanner When scanning an original with a difficult-to-detect size such as an original of high transparency, specify the size in [Send Settings][Scan Size]. You can register a custom size in [Programmed Size]. Sending a Custom Size Original by Fax Change the current value to [0] in the switch number [17], bit number [7] under [Parameter Setting] to configure the machine not to start receiving a fax upon pressing [Start]. However, note that you won't be able to start receiving by pressing [Start] in the case of manual reception. Settings screen type: Standard Changing the Parameter Settings (Standard) Settings screen type: Classic Changing the Parameter Settings
A fax cannot be sent from the LAN-FAX driver.	User authentication or a driver encryption key is specified on the machine.	Consult the device and machine administrators for the setting information, and configure the LAN-Fax driver accordingly. Specifying Login Information in the LAN-Fax Driver
A fax cannot be sent from the LAN-FAX driver.	An error is occurring on the machine.	The error occurring on the machine is not displayed in the LAN-Fax driver. Check the machine status on the control panel or in Web Image Monitor. Using Web Image Monitor
"The document failed to print." or another message is displayed when you connect the machine and computer via USB 2.0 and attempt to send a fax from the LAN-Fax driver.	The machine was recovering from the Sleep mode or Fusing Unit Off mode when you sent the fax.	The fax may be sent properly even if the message is displayed. Check the transmission results. Viewing the Transmission Result of Sent Faxes
A fax is not sent when you specify a group as the destination.	The number of destinations registered in a group exceeds 500.	Check whether the number of destinations registered in a group exceeds 500 in the address book. When a group contains another group (sub-group), each destination contained in the sub-group is counted individually.
The sent image does not fit on the page received at the destination and becomes cropped.	The length of the original is longer than the paper selected at the destination.	Select the [Send Settings][Auto Reduce] check box.
A black line or artifact not on the original appears on the page received at the destination.	The ADF, exposure glass, or scan glass is dirty.	Clean each part. Cleaning the Machine Do not place an original on the machine before the ink or whiteout is completely dry.
The background on the page received at the destination appears dirty, or the back side of the original is visible.	The scan [Density] is set too high.	Reduce [Density] in [Send Settings].

When a Document Cannot Be Received Properly

Condition	Cause	Solution and reference
A document cannot be received or sent. (G3 line)	The modular cable is not connected properly.	Connect the cable to the G3 line connector (LINE1) on the back left side of the machine. When the extra G3 interface unit is attached, you can also use the G3 extension lines (LINE 2, 3). Connecting the Modular Cable
A fax cannot be received. (G3 line)	Call the fax number of the machine from another telephone. The cause and solution vary depending on what you hear on the line.
	When you hear a ring-back tone: The machine is not switched to the fax mode.	Answer the phone call and then switch to the fax mode. Answering a Phone Call on the Machine Specify the following setting items when the machine is in an environment that does not allow you to answer a phone call. Settings screen type: Standard [Settings][Fax Settings][Reception Settings][Reception Mode Settings][Switch Reception Mode][Auto Reception] Settings screen type: Classic [Settings][Machine Features Settings][Fax Settings][Reception Settings] tab [Switch Reception Mode][Auto Reception]
	When you hear a fax tone (long-beep): The reception was rejected by [Authorized Reception].	Check the settings in [Authorized Reception]. Preventing Unwanted Faxes
A fax cannot be received. (G3 line)	When you hear a busy tone: The line is busy or configured incorrectly for Caller ID Display service.	Check that no one is using the telephone connected to the machine and the line is not busy. Check the following setting items when the machine is used on a line with Caller ID Display service, Settings screen type: Standard [Settings][Fax Settings][Detailed Initial Settings] Settings screen type: Classic [Settings][Machine Features Settings][Fax Settings][Initial Settings] tab [Select Dial/Push Phone] If the line remains busy, consult your phone service provider.
A fax cannot be received. (G3 line)	When you hear the "The number you have called is no longer in service..." message: There is a problem with the phone line.	Consult your phone service provider.
The fax indicator starts flashing during reception, and the process does not end.	A malfunction is temporarily occurring on the machine.	Turn off the power of the machine, wait for 10 seconds or more after confirming that the main power indicator is turned off, and then turn on the power. Turning On and Off the Power After the machine has started, call the sender on the phone and request to send the fax again.
Some documents are not received.	When the machine is configured to receive faxes into the memory, receiving a fax with many pages or a fax comprising fine text cannot be received because the memory is insufficient.	The machine receives an incoming fax into the memory when [Duplex print], printing multiple pages on one side (Combine 2 Originals), or more than one copy is specified in [Reception File Print Quantity]. Disable the settings. Specifying the Printing Method of the Received Fax Document Add more expansion memory to the machine.
The received document is not printed.	The machine is configured to store received documents in [Fax Settings].	Print a document in [Fax Reception][Check Stored Reception File]. You can also print documents from Web Image Monitor. You can configure the machine not to store documents in [Reception File Settings]. Storing the Received Fax Documents in the Machine
The fax indicator lights up, but the received document is not printed.	The machine is in a condition in which printing is not possible, and it receives incoming faxes in the Substitution Reception mode.	Check whether `“Add Toner”` or another message is displayed on the screen, and follow the message to resolve the problem. The received documents will be printed automatically when printing becomes possible again. You can change the condition to perform Substitute Reception. Various Methods for Receiving Faxes
The PDF file attached to an e-mail cannot be printed.	A PDF file of the unsupported version was attached.	The machine supports printing PDF files of version 1.7 or earlier. Depending on the sender machine or the environment in which the file was created, the PDF file may not be printed even if the file is of a supported version.
The image is divided or reduced, or margins are added unexpectedly.	The fax device at the sender failed to detect the original size when sending a fax.	For example, the fax device at the sender could not detect a B5 size original and sent it as B4 size, the machine prints it on B4 size paper even when B5 size paper is loaded on the receiving machine.

When a Document Cannot Be Printed Properly

Condition	Cause	Solution and reference
Paper becomes wrinkled.	Paper is too thin.	Use recommended paper.
	The paper contains too much moisture.	Use paper that has been stored in a dry environment.
	The paper is not placed correctly on the machine.	See the items to check when paper jam occurs frequently, and check that paper is loaded correctly. When Paper or an Original Is Jammed
Edge of the paper may become bent.	Paper other than recommended paper is used.	Use recommended paper.
	The paper contains too much moisture.	Use paper that has been stored in a dry environment.
	The paper is not placed correctly on the machine.	See the items to check when paper jam occurs frequently, and check that paper is loaded correctly. When Paper or an Original Is Jammed
More than one sheet of paper is ejected at one time. (multi-sheet feeding)	The sheets of paper are in close contact with each other.	Fan the sheets thoroughly before loading them in the paper tray.
White spots or smears in water droplets form appear on the copied image.	The moisture in the paper has evaporated and condensed on the surface.	Use paper that has been stored in a dry environment. Place the machine in an environment where the temperature does not become too low. Installation Requirements After Moving the Machine (mainly Asia) When the humidity is high or temperature is low, turn on the anti-humidity heater switch on the bottom back of the machine. (mainly Europe) Install the Optional anti-humidity heater. For details about the anti-humidity heater, contact your service representative. (mainly North America) Install the Optional anti-humidity heater. For details about the anti-humidity heater, contact your service representative.
The printed image appears faded.	The original being sent from the sender is too faint, or the scan density is set too low.	Request the sender to darken the scan density, and send the fax again.
	Coarse paper or paper with a treated surface is used.	Use recommended paper.
	The paper contains too much moisture.	Use paper that has been stored in a dry environment.
White spots appear on the page.	The paper contains too much moisture.	Use paper that has been stored in a dry environment.
Images are printed at an angle.	Paper is fed slanted.	Check that the side fences in the source tray are correctly set.
The top margins on the copied images vary.	The paper loaded for copying is too thin or too thick.	Check the thinness of paper that can be used on the machine. Recommended Paper Sizes and Types When the paper thickness is close to the minimum or maximum paper thickness, specify "Paper Thickness" accordingly in the following setting items. Settings screen type: Standard [Settings][Tray/Paper Settings][Paper Size/Paper Type] Settings screen type: Classic [Settings][Tray Paper Settings][Paper Type]

When the Machine Does Not Operate as Expected

Condition	Cause	Solution and reference
The documents received in Memory Transmission/Reception, Memory Lock Reception, or Substitute Reception and Standby documents have been deleted.	The power distribution to the machine has been interrupted for more than one hour.	Print and check the Power Off Report for the documents that have been deleted, and send the unsent documents again or request the sender to resend the unprinted document. Power Off Report
The documents in Personal Box cannot be printed, or the stored documents cannot be sent or printed even after entering the correct password.	The wrong password has been entered 10 times, and the document is locked.	Request the file administrator to unlock the document. The file administrator can unlock documents. Specifying Access Privileges for Documents Saved in Document Server
[Enter with Number Keys] or [Program New Destination] is not displayed.	This is restricted with the Extended Security setting.	Consult the user administrator. The user administrator can cancel the limitation in the following setting items. Settings screen type: Standard [Settings][System Settings][Settings for Administrator][Security][Extended Security Settings] "Restrict Use of Destinations (Fax)" or "Restrict Adding of User Destinations (Fax)" Settings screen type: Classic [Settings][Machine Features Settings][System Settings][Administrator Tools] tab [Extended Security][Restrict Use of Destinations (Fax)] or [Restrict Adding of User Destinations (Fax)] Preventing Information Leaks by Sending Data to a Wrong Destination
Forwarding or transferring an e-mail received by SMTP cannot be performed.	This is restricted with the Extended Security setting.	Consult your machine administrator. The machine administrator can cancel the limitation in the following setting items. Settings screen type: Standard [Settings][System Settings][Settings for Administrator][Security][Extended Security Settings] "Transfer to Fax Receiver" Settings for Administrator Settings screen type: Classic [Settings][Machine Features Settings][System Settings][Administrator Tools] tab [Extended Security][Transfer to Fax Receiver] Administrator Tools (System Settings)
The report that is configured to be printed automatically is not printed.	Printing is disabled in the [General Settings] under [Output Mode Switch Timer].	Enable printing on the [General Settings], and disable printing for each line in the following setting items. Settings screen type: Standard [Settings][Fax Settings][Reception Settings][Reception File Settings][Output Mode Switch Timer] Settings screen type: Classic [Settings][Machine Features Settings][Fax Settings][Reception Settings] tab [Reception File Settings][Output Mode Switch Timer] Changing the Fax Reception Behavior Based on the Time or Day of the Week
Old received documents are not printed and are deleted when the number of stored documents reaches the upper limit or the available space in the memory becomes insufficient.
Personal Box cannot be modified or deleted.
[Check Stored Reception File] cannot be used even after entering the user code of the administrative user.	The user code is incorrect, or the administrative user has been changed in [Stored Reception File User Setting].	Consult the user administrator. For the user administrator, check the administrative user in the following setting items. Settings screen type: Standard [Settings][Fax Settings][Reception Settings][Stored Reception File User Setting] Settings screen type: Classic [Settings][Machine Features Settings][Fax Settings][Reception Settings] tab [Stored Reception File User Setting] Storing the Received Fax Documents in the Machine When `“Destinations are invalid.”` is displayed, the specified destination has been deleted from the address book. Specify the destination again.