Odd incoming fax issue on an MP 2550

[Foo]

Ok I hope I can explain this correctly.

Customer calls and says since this morning when he receives a fax (a 3 page in this case) the machines sees that the fax is 3 pages and receives all 3. As is usual the first page prints normally as the second is still being received. When it is time for the second page to print...the machine prints out the first page again. Same thing happens with the third page, the first prints again.

I have gone through the customer fax settings and all looks to be set right. When looking through the Rx list I see all incoming faxes from today have "error" next to them, prior to today all looks fine. The machine attempting to send the faxes also sees the error and resends the fax and it all happens again and again.

This happened a week ago also and then stopped. Now the weirder part it's not doing with all incoming faxes. Only from 1 or 2 customers.
And my customer has been faxing with this machine since I delivered it a month ago with no issues until the last week.

Just called the customer again a minute ago and he says the faxes he has received since I shut down and unplugged for 5 minutes and rebooted have come through. I know theres an issue here but I can't see past the problem. Is it the incoming fax or the MP 2550 with the issue?
He has not received any faxes from the sender mentioned above since the unplugging.

Thanks for looking,
Jeff in STL

[rthonpm]

Re: Odd incoming fax issue on an MP 2550

The first thing I'd try is turning off ECM (Fax SP 1-104-002, change bit 0 to '0'). Since the issue only seems to come from a specific number of senders ECM is usually the easy culprit.

Anymore, I make sure to just disable the feature at install to avoid issues like this.

[Foo]

Re: Odd incoming fax issue on an MP 2550

Thanks rthonpm I'll have a look at that.

Jeff

[seahunter]

Re: Odd incoming fax issue on an MP 2550

Had the EXACT same issue with a customer that we troubleshot (troubleshooted?) for weeks, changing every setting that I, the techs, or Ricoh could think of, upgrading all firmware several times, changing the baud rates, and any other setting you can imagine. Ricoh said it must be a problem with the phone lines. Finally I told my service manager that the only thing left was to do what we should have done at first, change the fax board. Problem solved. The board, while functional and showing no error condition, still had something on it that was causing this strange behavior.

[Foo]

Re: Odd incoming fax issue on an MP 2550

Yea Seahunter I wish I could do that but it's not an option right now. I am a really small independent and really struggling right now so I have to work with what I have in front of me. I don't keep machines in house and just recently delivered this unit. So I have no spares to work with.

Weird how this only happens with 1-2 of this offices many clients and always the same 2 and same issues.
Heres another odd part to the mystery...both use the same type cover page and it's different than any of their other customers...I know that shouldn't make any difference at all, but it is odd.
When these 2 customers send an incoming fax the cover page reprints the exact number of pages that the fax is supposed to be 4 page fax=4 cover pages.
LOL...Strange stuff.

Jeff