When faxes aren't coming through on your printer/photocopier, please follow these checks and troubleshooting steps to ensure that there is nothing wrong with all the other factors before faulting the printer. Please be reminded that the printer is an output device and will only receive/send what it is commanded to do.
Is the fax line plugged in?
Printers do not come with fax cards pre-installed and need to be ordered beforehand to have it installed before the machine is received. If a fax card is needed after installation, the best person to contact is the account manager who will order a fax card for the machine.
You can check this by using the ethernet cable as an indication of where you will need to check as the fax line will be plugged in next to it. Once you have checked this and see that it is plugged in, please proceed to the next step below to check your fax line.
DeleteHave you checked the Fax Line?
Once you have confirmed that there is a fax card installed, the next factor is to check if your fax line is working. The best way to confirm that it is working is to call the number to see if there is a dial tone coming through. After ensuring that there is a dial tone, please try a test fax with this number 1300 368 909 or 1300 368 999, these two numbers can be used to receive a test fax from Telstra to see if the connection is working. Once you get a result, this can help you determine what the issue is and can be forwarded to your IT or your provider.
If your provider or IT has determined that the line has no issue, please have them contact us and we will be able to fault the printer and log a service call with the evidence.