MFC-3320CN
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FAQs & Troubleshooting |
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MFC-3320CN
Date: 01/29/2014 ID: faq00002123_035
I'm using Voice Over Internet Protocol (VoIP) and am having problems receiving faxes.
Voice Over Internet Protocol (VoIP) is a type of phone system that uses an internet connection instead of a traditional phone line.
Although your Brother machine does not support the use of VoIP, the receiving problem you are experiencing may not be related to your VoIP service. You should verify your telephone line connection, paper feeding process, and machine functionality before making any adjustments related to the VoIP service.
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Press the Hook/Hold key on the Brother machine and listen for a dial tone.
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If there is a dial tone, go to Step 4.
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If there is no dial tone, go to Step 2.
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If there is a dial tone, go to Step 4.
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Make sure your telephone line connections are correct.
One end of the telephone line must be connected to the jack labeled LINE on the Brother machine.
When using VoIP, the other end of the telephone line may be connected to a modem, interface box, phone adapter, splitter, or other such device. This is determined by your VoIP provider.-
If the line connection does not require any changes, go to Step 3.
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If the line connection required a correction, press the Hook/Hold key after connecting the line cord correctly and listen for a dial tone.
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–If there is a dial tone, go to Step 4.
- –If there is still no dial tone, go to Step 3.
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–If there is a dial tone, go to Step 4.
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If the line connection does not require any changes, go to Step 3.
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Verify the date and time are displayed on the LCD.
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If the date and time are displayed on the LCD, contact your VoIP provider for assistance with your telephone line connections.
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If the LCD displays an error message (for example, Paper Jam) or status message (for example, Ink Empty), refer to the solution for that message.
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If the LCD is blank:
- Verify the power cord is connected to the AC power outlet and the Brother machine. If the power cord is connected to a surge protector or power switch, remove the cord from that device and connect it directly to the outlet to determine whether the problem (blank display) is related to the device or the Brother machine.
Brother strongly recommends you connect your machine to a surge protector to protect it against power surges and lightning. In particular we suggest you use a surge protector that is compatible with both standard AC power cords and telephone line cords. Surge protectors equipped with telephone jacks will assist in insulating your Brother machine from any power surge that might travel through a telephone line.-
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Press the On/Off key on your Brother machine's control panel to verify the machine is powered on.
- If the machine is powered off, its display will be blank.
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If your Brother machine's display is still blank, try a different known-working electrical outlet at your location.
- If the display is still blank after testing your Brother machine on another outlet, please contact Brother Customer Service from "Contact Us."
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Press the On/Off key on your Brother machine's control panel to verify the machine is powered on.
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If the date and time are displayed on the LCD, contact your VoIP provider for assistance with your telephone line connections.
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Choose the correct Receive Mode.
The Receive Mode you choose should be determined by the devices and features that are on the same telephone line as your machine.-
Will you be using a Distinctive Ring number for receiving faxes? Go to Step 5.
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Will you be using the Brother machine on a dedicated fax line? Go to Step 6.
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Will you be using the Brother machine on the same line as your telephone? Go to Step 7.
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Will you be using a telephone answering machine on the same line as the Brother machine? Go to Step 8.
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Will you be using voice mail on the same line as your Brother machine? Go to Step 9.
- Will you be using your Brother machine's built-in Message Center? Go to Step 10.
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Will you be using a Distinctive Ring number for receiving faxes? Go to Step 5.
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Using a Distinctive Ring number:
Distinctive Ring is a function of your Brother machine that allows a person with one line to receive fax and voice calls through two different phone numbers on that one line.- Brother uses the term "Distinctive Ring" to describe this service, but telephone companies market it under a variety of names, such as Smart Ring, Ring Master or Ident-a-Ring.
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You must pay for your telephone company's Distinctive Ring service before you program the machine to work with it.
- Contact your telephone company for availability and rates.
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Press Menu/Set, 2 (Fax), 0 (Miscellaneous), 1 (Distinctive).
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Press the Up or Down arrow key to choose Set.
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Press the Menu/Set key.
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The Brother machine will begin to play a ring pattern.
There are four ring patterns available, and you should press the Up or Down arrow key to choose the one that matches the Distinctive Ring pattern assigned by the telephone company. You will hear each pattern as you choose it, which should help you make the correct choice.
These ring patterns are as follows:
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Long-Long (this ring pattern is often called Short-Short by phone companies)
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Short-Long-Short
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Short-Short-Long
- Very Long (this is the standard telephone ring pattern)
You can only select one of these ring patterns at a time. If the ring pattern assigned by your telephone company is not listed, call your telephone company and request that they assign one of the selectable ring patterns.
If you do not know the ring pattern assigned by your telephone provider, we recommend selecting ring pattern 1, Long-Long. This is the most commonly used ring pattern. If your Brother machine does not recognize this ring pattern you will need to contact your telephone provider to verify which ring pattern they have assigned. -
Long-Long (this ring pattern is often called Short-Short by phone companies)
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Press the Menu/Set key.
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Press the Stop/Exit key.
Distinctive Ring is now on.
- Go to Step 11.
After you have turned Distinctive Ring on, your Distinctive Ring number will receive faxes automatically. The Receive Mode is automatically set to Manual and you cannot change it to another mode while Distinctive Ring is turned on. This ensures the Brother machine will only answer the Distinctive Ring number and not interfere when your main telephone number is called. -
Using a dedicated fax line.
You should use Fax Only Mode if you have a dedicated fax line and want your Brother machine to automatically answer all incoming faxes. When using this mode, your Brother machine will automatically answer every incoming call with fax-receiving tones after a certain number of rings. In Fax Only Mode, you can make outgoing voice calls, but you cannot receive incoming voice calls unless you answer before the Brother machine does.
You can use the Ring Delay setting to adjust the number of times your Brother machine rings before answering in Fax Only Mode. Your Brother machine's Ring Delay is set to 4 rings by default.-
Press the Fax key.
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Press Menu/Set, 2 (Fax), 1 (Setup Receive), 1 (Ring Delay).
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Press the Up or Down arrow key to choose Ring Delay.
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Press the Menu/Set key.
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Press the Up or Down arrow key to choose the number of times you want the line to ring before the machine answers it.
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You can choose 00, 01, 02, 03, or 04 rings.
- If you choose 00, the line will not ring at all.
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You can choose 00, 01, 02, 03, or 04 rings.
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Press the Menu/Set key.
- Press the Stop/Exit key.
To put your Brother machine in Fax Only Mode, follow these steps:-
Press the Fax key.
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Press Menu/Set, 0(Initial Setup), 1(Receive Mode).
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Press the Up or Down arrow key to choose Fax Only.
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Press the Menu/Set key.
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Press the Stop/Exit key.
- The LCD will display Fax Only.
- Go to Step 11.
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Press the Fax key.
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Using a telephone on the same line as the Brother machine.
You cannot receive voice messages on either voice mail or an answering machine when choosing Fax/Tel Mode.
Use Fax/Tel Mode when your Brother machine shares a single line with your telephone. In Fax/Tel Mode, the Brother machine automatically answers every call upon completion of the Ring Delay unless you manually answer first. Ring Delay is the number of times the Brother machine and all telephones on the same line will ring before the Brother machine answers the call.
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If the call is a fax, your Brother machine will print the fax.
- If the call is a voice call, your Brother machine signals you to pick the calls with a double ring that is different from the phone company ring.
If you mistakenly answer an incoming fax before the Brother machine does, you can still receive the fax.
If you answer a call on an extension telephone and hear a beep every 3 seconds—indicating an automatic fax, or silence—indicating a manual fax, follow these steps to receive the fax:-
Press *, 5, 1 on the telephone's dial pad.
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Wait until you hear your Brother machine's receiving tones (chirping sounds).
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Hang up the telephone's handset.
- Your Brother machine will receive the fax.
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Press the Black Start or Color Start key on the Brother machine.
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Press 2 on the Brother machine.
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Wait until you hear your Brother machine's receiving tones (chirping sounds).
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Hang up the telephone's handset.
- Your Brother machine will receive the fax.
If your Brother machine's Easy Receive function is on, then you do not have to press the Black Start or Color Start key on the Brother machine to receive a fax. Simply wait until you hear your Brother machine's receiving tones and hang up the telephone's handset, and your machine should receive the incoming fax automatically.-
Press the Fax key.
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Press Menu/Set, 2 (Fax), 1 (Setup Receive), 1 (Ring Delay).
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Press the Up or Down arrow key to choose Ring Delay.
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Press the Menu/Set key.
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Press the Up or Down arrow key to choose the number of times you want the line to ring before the machine answers it.
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You can choose 00, 01, 02, 03, or 04 rings.
- If you choose 00, the line will not ring at all.
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You can choose 00, 01, 02, 03, or 04 rings.
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Press the Menu/Set key.
- Press the Stop/Exit key.
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Press the Fax key.
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Press Menu/Set, 2 (Fax), 1 (Setup Receive), 2 (F/T Ring Time).
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Press the Up or Down arrow key to choose the amount of time you want the Brother machine to double ring.
- You can choose 20, 30, 40, or 70 seconds.
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Press the Menu/Set key.
- Press the Stop/Exit key.
To put your Brother machine in Fax/Tel Mode, follow these steps:-
Press the Fax key.
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Press Menu/Set, 0 (Initial Setup), 1 (Receive Mode).
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Press the Up or Down arrow key to choose Fax/Tel.
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Press the Menu/Set key.
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Press the Stop/Exit key.
- The LCD will display Fax/Tel.
- Go to Step 11.
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If the call is a fax, your Brother machine will print the fax.
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Using an external answering machine.
In Manual Mode, your Brother machine can share a single line with an external answering machine. Your answering machine automatically answers every incoming call, but your Brother machine "listens" for fax-sending tones while your answering machine's outgoing message is playing. If your Brother machine detects fax-sending tones, then it will take over the line and receive the incoming fax. If your Brother machine does not detect fax-sending tones, then the caller can leave a message on your answering machine.
For Manual Mode to work correctly with your answering machine, you must connect your external answering machine to a telephone jack on the same line as the Brother machine or to the Brother machine's EXT jack.
Brother recommends you program your answering machine to answer within 4 rings. If you are having problems receiving faxes in Manual Mode, try programming your answering machine to answer within 2 or 3 rings.
- We recommend this because when faxes are being sent, fax tones are transmitted for approximately 35 seconds. If it takes your answering machine too long to answer, the sending fax machine may disconnect before your Brother machine can detect and receive the fax.
Brother also recommends the answering machine's outgoing message be a maximum of 20 seconds with a 5-second pause before the message starts. End your outgoing message by giving your Fax Receive Code for people sending manual faxes.
For example, "After the beep, please leave a message or send a fax by pressing *51 and Start."
- We recommend beginning your outgoing message with 5 seconds of silence because your Brother machine cannot detect fax-sending tones over a resonant or loud voice. You can try omitting this 5-second pause, but if your Brother machine has trouble receiving, you should re-record your outgoing message with the pause included.
To put your Brother machine in Manual Mode, follow these steps:-
Press the Fax key.
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Press Menu/Set, 0 (Initial Setup), 1 (Receive Mode).
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Press the Up or Down arrow key to choose Manual.
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Press the Menu/Set key.
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Press the Stop/Exit key.
- The LCD will display Manual.
- Go to Step 11.
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Using voice mail on the same line as the Brother machine.
If you have voice mail service on the same telephone line as your Brother machine, there is a strong possibility that voice mail and the Brother machine will conflict with each other when receiving incoming calls.
For example, if your voice mail is set to answer after 4 rings and your Brother machine is set to answer after 2 rings, then your Brother machine will answer first. This will prevent callers from being able to leave a message in your voice mail.
Similarly, if your Brother machine is set to answer after 4 rings and your voice mail is set to answer after 2 rings, then your voice mail will answer first. This will prevent your Brother machine from being able to receive an incoming fax, as voice mail cannot transfer the incoming fax back to the Brother machine.
In order to avoid conflicts between your Brother machine and voice mail service, do one of the following:
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Get Distinctive Ring service from your telephone company.
Distinctive Ring is a service offered by telephone companies that allows you to have two different telephone numbers on a single telephone line. Your Brother machine has a Distinctive Ring feature that allows you to take full advantage of your telephone company's Distinctive Ring service. By setting up your Brother machine's Distinctive Ring feature, you can choose to use one of your two telephone numbers specifically for receiving faxes. Brother uses the term "Distinctive Ring" to describe this service, but telephone companies market it under a variety of names, such as Smart Ring, Ring Master, or Ident-a-Ring.
For additional information about the Distinctive Ring feature, refer to Step 5.
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Put your Brother machine in Manual Mode.
Manual Mode requires you to answer every incoming call in order to receive a fax. If the incoming call is a telephone call, then complete the call as you normally would. If you hear fax-sending tones you must transfer the call to the Brother machine by pressing *, 5, 1 on the telephone's dial pad. Unanswered fax and voice calls will go to your voice mail.
To put your Brother machine in Manual Mode, follow these steps:-
Press the Fax key.
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Press Menu/Set, 0 (Initial Setup), 1 (Receive Mode).
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Press the Up or Down arrow key to choose Manual.
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Press the Menu/Set key.
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Press the Stop/Exit key.
- The LCD will display Manual.
- Go to Step 11.
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Press the Fax key.
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Get Distinctive Ring service from your telephone company.
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Using the machine's built-in Message Center.
Your Brother machine has a built-in digital Message Center that allows you to store incoming voice messages.-
Messages are stored in the order that they are received.
- The Message Center can store up to 99 voice messages that are a maximum of 3 minutes each.
To set up the Message Center, follow these steps:
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Press Menu/Set, 2 (Fax), 7 (Setup Msg Ctr), 1 (OGM).
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Press the Up or Down arrow key to choose Msg. Ctr OGM.
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Press the Menu/Set key.
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Press the Up or Down arrow key to choose Record OGM.
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Press the Menu/Set key.
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Pick up your Brother machine's handset and record your outgoing message.
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When finished, replace your Brother machine's handset.
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Press the Stop/Exit key.
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Press and hold
until it lights up and the LCD reads MC: MSG CTR to turn the Message Center on.
- Go to Step 11.
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Messages are stored in the order that they are received.
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Do one of the following:
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If you did not change your Brother machine's Receive Mode, go to Step 12.
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If you changed your Brother machine's Receive Mode, have someone send a fax to your Brother machine or have Brother's automated Fax Test Sheet and Product Registration system send you a test fax by following these steps:
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Do one of the following:
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If you have registered your Brother machine's warranty, fax a piece of paper with the word TEST printed on it to 1-877-268-9575. Brother's automated Fax Test Sheet and Product Registration system will automatically fax you a confirmation sheet upon receiving your test fax.
- If you have not completed the Product Registration and Fax Test Sheet provided with your Brother machine's documentation and faxes it to Brother, go to Step b.
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If you have registered your Brother machine's warranty, fax a piece of paper with the word TEST printed on it to 1-877-268-9575. Brother's automated Fax Test Sheet and Product Registration system will automatically fax you a confirmation sheet upon receiving your test fax.
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Fill out the warranty registration information and fax it to 1-877-268-9575. Brother's automated Fax Test Sheet and Product Registration system will fax you a confirmation sheet upon receiving your test fax.
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Do one of the following:
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If you did not change your Brother machine's Receive Mode, go to Step 12.
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Your Brother machine does not support the use of VoIP, and there are many environmental parameters that can affect fax reception over VoIP:
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Verify no other applications or computers are downloading files.
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Do one of the following:
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If you do not receive the fax, try receiving the fax at an "off-peak" time.
- Contact your VoIP provider and ask if they can optimize the network settings for fax transmission.
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Verify no other applications or computers are downloading files.
FAX-1920CN, MFC-3320CN
If you need further assistance, please contact Brother customer service:
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