Cannot send Fax out, but can receive incoming fax.

[craigliu]

We have a fax machine, and the fax machine works fine for a few years (see

http://www.tek-tips.com/viewthread.cfm?qid=1692669).

Recently, this fax machine cannot send fax out, but can receive incoming fax. I have changed the fax machine, and it doesn't solve the problem. I think that it might be caused by changes of SX-200 ICP. Then I check values displayed in above link, no any changes.

What should I do to trouble shooting this problem? Thanks for any suggestions.

 

[kwbMitel]

Can you dial out using a standard analog phone?

If so, does it require a 9 or not.

Is the fax configured correctly to dial correctly accordingly.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[craigliu]

Thank kwbMitel.
We can dial out using a standard analog phone.
I think the fax configured correctly to dial correctly accordingly, because it worked before.

 

[kwbMitel]

because it worked before"

Assume nothing, test everything - Garbage in, Garbage out.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[craigliu]

Thank kwbMitel.

I actually checked settings of the fax machine (Xerox workcentre 3550) again and again. Then I change the machine with another Xerox 3550. Not work. Same problem: can receive fax, but cannot send fax out. Then I post this question here.

After getting your suggestion, I changed the machine with a Brother MFC-7340 (this machine doesn't need special setting: plug in then fax will work). The result: can receive fax, but cannot send fax out.

I also changed phone line. no luck.

Then I think that the problem may be caused by settings of SX-200 ICP, or somewhere else. Really appreciate any suggestions.

 

[craigliu]

When sending a fax out,
Error msg for Xerox is "no answer".
Error msg for Brother is "busy/no response".

 

[kwbMitel]

It really seems to me that the fax is not dialing correctly.

Switching faxes does not prove this either way.

You need to KNOW whether 9 is required or not and you need to KNOW if the fax is dialing correctly.

Can you monitor the dialing with a test set? Can you hear the progress? When does it fail? During or after dialing is completed?

**********************************************
What's most important is that you realise ... There is no spoon.

 

[craigliu]

9 is not required. But I tried both: with and without 9.

I cannot monitor the dialing because I don't have that phone set in hand.

I tried by using a analog phone(no screen) many times. Most times I hear a busy sound, but occasionally I hear sounds like fax.

 

[kwbMitel]

I tried by using a analog phone(no screen) many times. Most times I hear a busy sound, but occasionally I hear sounds like fax.

Can you elaborate on this?

Most times you hear Busy - With the test set or the fax?

A thought occurs to me that the fax may be programmed to use a specific line and that line may be in use by other devices. How many trunk groups do you have (form 16)

**********************************************
What's most important is that you realise ... There is no spoon.

 

[craigliu]

1)
I have tried again with a analog phone replacing the fax machine then dial another fax machine number without "9". Then I hear "du ..... du ...."(two du), then hear "ling.ling.ling.ling" (continuously rapidly "ling"). I thought it is answer of another fax machine.

2)
Form 16:
TK num from 1 to 23.
For this fax number:
TK NUM=11; Bay=03; SLT=06; CCT=11.

 

[kwbMitel]

Ok this tells me with some degree of confidence that the fax is dialing a 9

This is why it would fail on the second digit the system is dialling 9 and the fax is also dialing 9 and your dial strings do not match.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[TheMitelGuy]

One thing to note is MOST (if not all) Xerox WorkCentres CANNOT be programmed to dial a 9 for you (at least the larger, fancier ones). Often fax machines allow you to pre-program the 9, so that end-users only have to go up and properly dial the fax machine number at the remote end (they don't require a 9).

Why don't you make this test simple:

What happens if you unplug the fax machine and plug in the analog phone and dial 0. Just 0. Do you get your internal dial 0 point (console, front desk, reception) or do you get the phone company operator?

 

[craigliu]

Used a analog phone and tried again:

1)dialed 9 plus number: heard that "your call is not completely dialed ...".

2) only number: can make phone call; for fax number, fax machine is ringing two times, then rapid, continuous voice.

3) dial "0": go to Telus helpdesk. (We use MItel.).