AR-M455N
The customer just moved locations a couple weeks ago (no fax problems at old location) and today I got a call about received faxes are being cutoff. I went there and tested the line with a handset both calling my cell and called the line, it was good. Then sent a test fax and received one that worked fine.
Every once in a while the machine would seem to be trying to get a fax and then disappear, leaving nothing for that entry in the fax log. While I was there the machine received a couple faxes from customers and they were both cutoff. The top 3 inches or so were there but the bottom 8 in were blank. (faxes from 2 different locations)
In the Fax log, there are entries that say SEND OK, etc. but there are also several that say NG01001 or NG13101 under the status. Not sure what that means though.
So thinking it may be a memory or board issue, I replaced the fax board with memory stick located on the printer board and I replaced the actual fax unit that the phone line goes into with one from the shop. I tested 2 send and receive faxes and both worked although not smoothly. Had to try one twice before it went through, then the second one I received fine, but the sending machine from our office said it did not send.
I'm fairly certain they will call back soon, so ideas would be appreciated. I asked if they had DSL internet since there was no DSL filter on the line, but the woman had no idea what I was talking about.
I'm not sure of the next step besides possibly a DSL filter missing, something with the phone line, or firmware.
The customer just moved locations a couple weeks ago (no fax problems at old location) and today I got a call about received faxes are being cutoff. I went there and tested the line with a handset both calling my cell and called the line, it was good. Then sent a test fax and received one that worked fine.
Every once in a while the machine would seem to be trying to get a fax and then disappear, leaving nothing for that entry in the fax log. While I was there the machine received a couple faxes from customers and they were both cutoff. The top 3 inches or so were there but the bottom 8 in were blank. (faxes from 2 different locations)
In the Fax log, there are entries that say SEND OK, etc. but there are also several that say NG01001 or NG13101 under the status. Not sure what that means though.
So thinking it may be a memory or board issue, I replaced the fax board with memory stick located on the printer board and I replaced the actual fax unit that the phone line goes into with one from the shop. I tested 2 send and receive faxes and both worked although not smoothly. Had to try one twice before it went through, then the second one I received fine, but the sending machine from our office said it did not send.
I'm fairly certain they will call back soon, so ideas would be appreciated. I asked if they had DSL internet since there was no DSL filter on the line, but the woman had no idea what I was talking about.
I'm not sure of the next step besides possibly a DSL filter missing, something with the phone line, or firmware.
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