When the Fax Result Is Not as Expected

If a message is displayed on the screen, check the message.
When a Message Appears 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 on the back left side of the machine.
A fax cannot be sent. (G3 line)	The line type (tone-dialing or pulse-dialing line) is not specified correctly.	Specify the correct line type in [Select Dial/Push Phone] in the following setting items. Settings screen type: Standard [Settings][Fax Settings][Detailed Initial Settings] Settings screen type: Classic [Settings][Machine Features Settings][Fax Settings][Initial Settings] tab 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 to [0] under the switch number [22], bit number [0] in the following setting items. Settings screen type: Standard [Settings][Fax Settings][Detailed Initial Settings][Parameter Setting][Parameter Setting] Detailed Initial Settings Settings screen type: Classic [Settings][Machine Features Settings][Fax Settings][Initial Settings] tab [Parameter Setting]. Changing the Parameter Settings
A fax cannot be sent to all destinations. (G3 line)	Press [On Hook] and increase the speaker volume, and then check the sound from the machine. The cause and solution vary depending on what you hear on the line.
	When you hear a tone signal: A malfunction may be occurring on the line of the destination, or the line settings of the machine may not be matched with the line.	Press any number on the numeric keypad (1 to 9). If the tone signal is stopped: There is no malfunction on the machine and the line. The malfunction may be occurring at the destination. Check the situation at the destination. If the tone signal is not stopped: Match the settings of the line with the line. Select [Push Button Phone] or [Dial Phone (10PPS)] in the following setting items. Settings screen type: Standard [Fax Settings][Detailed Initial Settings][Select Dial / Push Phone] Settings screen type: Classic [Fax Settings][Initial Settings] tab [Select Dial / Push Phone] If you are not certain of the line type, consult your telephone service provider. After doing the settings, try sending again. If the fax cannot be sent again, the malfunction may be occurring at the destination. Consult the destination.
	When you hear a busy tone: The line is not available.	Consult your phone service provider.
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.	Settings screen type: Standard The size of the data sent in Internet Fax has exceeded the upper limit when [Maximum Email Size] is specified. Settings screen type: Classic 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 setting items. 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 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 Detailed Initial Settings 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
Reception was not possible although a group specification was set for the following: Receiving Station of Information Box, Forwarding, Forwarding of Special Sender, Reception Report e-mail, Email TX Results, routing e-mail received via SMTP.	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.
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 on the back left side of the machine.
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 When the machine is in an environment that does not allow you to answer a phone call, specify [Auto Reception] in the following setting items. Settings screen type: Standard [Settings][Fax Settings][Reception Settings][Reception Mode Settings][Switch Reception Mode] Settings screen type: Classic [Settings][Machine Features Settings][Fax Settings][Reception Settings] tab [Switch Reception Mode]
	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. When using a line with Caller ID Display service, check the setting in the following setting items. 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 B6 size original and sent it as B5 size, the machine prints it on B5 size paper even when B6 size paper is loaded on the receiving machine.

When a Document Cannot Be Printed Properly

Condition	Cause	Solution and reference
The paper becomes dirty when printing the received document.	The resolution of the destination device is low, or a malfunction is occurring on the machine.	Print the Record and check whether the resolution of the symbol shown in the Communication Mode column is the same as the printing result. Reading the Records If the resolution does not match the symbol on the Record, consult your service representative.
Paper becomes wrinkled.	Printed paper is being used.	Do not load sheets that have already been copied or printed onto by another machine.
	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
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 the correct paper thickness in the following procedure. Settings screen type: Standard Select the paper tray in [Settings][Tray/Paper Settings][Paper Size/Paper Type], and specify the correct "Paper Thickness" in [Paper Type/Thickness]. Settings screen type: Classic Select the paper tray in [Settings][Tray/Paper Settings][Paper Size/Paper Type], and specify the correct paper thickness in [Paper Thickness].
Black and white pattern is printed on the upper-left side of the document.	[Checkered Mark] function is enabled.	Select [Off] in [Checkered Mark]. Printing a Mark or Information on the Received Fax
Triangle marks are printed at the center of the top and left side of the document.	[Center Mark] function is enabled.	Select [Off] in [Center Mark]. Printing a Mark or Information on the Received Fax

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 Stored in Document Server
[Enter with Number Keys] or [Program New Destination] is not displayed.	Settings screen type: Standard You are not allowed to use those items by the settings in [Extended Security Settings]. Settings screen type: Classic You are not allowed to use the items by the settings in [Extended Security].	Consult the user administrator. The user administrator can change the settings in the following setting items. Settings screen type: Standard [Extended Security Settings][Restrict Use of Destinations (Fax)] [Extended Security Settings][Restrict Adding of User Destinations (Fax)] Settings screen type: Classic [Extended Security][Restrict Use of Destinations (Fax)] [Extended Security][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.	Settings screen type: Standard You are not allowed to use those items by the settings in [Extended Security Settings]. Settings screen type: Classic You are not allowed to use those items by the settings in [Extended Security].	Consult your machine administrator. The machine administrator can change the usage limitation settings in the following setting items. Settings screen type: Standard [Extended Security Settings][Transfer to Fax Receiver] Settings for Administrator Settings screen type: Classic [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] tab under [Output Mode Switch Timer].	Enable printing in the [General Settings] under [Output Mode Switch Timer], and disable printing for each line in the following setting items. Settings screen type: Standard [Settings][Fax Settings][Reception Settings][Reception File Settings] Settings screen type: Classic [Settings][Machine Features Settings][Fax Settings][Reception Settings] tab [Reception File Settings] 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.