[Misc] MPC3502 VOIP Not Receiving Faxes

[jmotz]

Customer has Kyocera KM3050 with fax option that works with ECM off baud rate set to 9600 we installed Ricoh MPC3502 and are unable to get machine to receive faxes but does send? I have set ECM off Baud Rate 9600 and tried numerous setting changes and another MPC3502 as well as MPC2800 with no luck. Phone co. claims they have made all changes on there end? Attached are settings I have tried any help would be appreciated! 20180913111600095.pdf
Thank you!

[slimslob]

Re: MPC3502 VOIP Not Receiving Faxes

By the term not receive do you mean is does not answer or it answers then errors out?

[guitar9199]

Re: MPC3502 VOIP Not Receiving Faxes

This is the lost of settings I use for VOIP faxes on a Ricoh/Savin.


1. Deactivation of JBIG - Encoding
SP 1-104-001 ( COM SW 00 ) Bit 0 to 0 / Bit 2 to 0
2. Changing the DIS - Block length to 4 Bytes
SP 1-105-002 ( G3 SW 01 ) Bit 4 to 1
3. Deactivation of V8 - Protocolls ( "Super G3" / max. 14400 Bit/s )
SP 1-105-004 ( G3 SW 03 ) Bit 2 to 0
With some telephone systems it is necessary to fix the speed of the modem to 9600 bits (sending and receiving)
SP 1-105-006 ( G3 SW 05 ) Bit 0 and 1 to 0 / Bit 2 to 1 / Bit 3 to 0
SP 1-105-007 ( G3 SW 06 ) Bit 0 and 1 to 0 / Bit 2 to 1 / Bit 3 to 0
4. If recommended by the plant operator, switch off ECM
Be careful because this might result in data loss, and only change this if the System administrator request this and that this change is
done at own risk
SP 1-104-002 ( COM SW 01 ) Bit 0 to 0
5. Use of the default G3 protocol mode
SP 1-105-003 ( G3 SW 02 ) Bit 0 to 1
6. Max allowable block intervall when receiving image files /decoding time of the first line in the reception mode.
SP 1-105-011 ( G3 SW 0A ) Bit 4 and 6 to 1


All that said, have you checked the phone line out with a handset? I've had a couple where the customer actually had VOICEMAIL enabled on their fax line.... and if there's a message, the dial tone does a 4-5 beep repeat before settling into a steady tone. If the fax board hears that, it won't pick up the call. Something to check into.

[jmotz]

Re: MPC3502 VOIP Not Receiving Faxes

By the term not receive do you mean is does not answer or it answers then errors out?

Machine acts like its going to receive: rings,communication light comes on etc. then it disconnects. There is no errors or receive log generated?

[jmotz]

Re: MPC3502 VOIP Not Receiving Faxes

This is the lost of settings I use for VOIP faxes on a Ricoh/Savin.


1. Deactivation of JBIG - Encoding
SP 1-104-001 ( COM SW 00 ) Bit 0 to 0 / Bit 2 to 0
2. Changing the DIS - Block length to 4 Bytes
SP 1-105-002 ( G3 SW 01 ) Bit 4 to 1
3. Deactivation of V8 - Protocolls ( "Super G3" / max. 14400 Bit/s )
SP 1-105-004 ( G3 SW 03 ) Bit 2 to 0
With some telephone systems it is necessary to fix the speed of the modem to 9600 bits (sending and receiving)
SP 1-105-006 ( G3 SW 05 ) Bit 0 and 1 to 0 / Bit 2 to 1 / Bit 3 to 0
SP 1-105-007 ( G3 SW 06 ) Bit 0 and 1 to 0 / Bit 2 to 1 / Bit 3 to 0
4. If recommended by the plant operator, switch off ECM
Be careful because this might result in data loss, and only change this if the System administrator request this and that this change is
done at own risk
SP 1-104-002 ( COM SW 01 ) Bit 0 to 0
5. Use of the default G3 protocol mode
SP 1-105-003 ( G3 SW 02 ) Bit 0 to 1
6. Max allowable block intervall when receiving image files /decoding time of the first line in the reception mode.
SP 1-105-011 ( G3 SW 0A ) Bit 4 and 6 to 1


All that said, have you checked the phone line out with a handset? I've had a couple where the customer actually had VOICEMAIL enabled on their fax line.... and if there's a message, the dial tone does a 4-5 beep repeat before settling into a steady tone. If the fax board hears that, it won't pick up the call. Something to check into.

Thank you I will try these setting/ I have not tried this but it sounds possible because machine does ring and communication light does come on then machine hangs up no errors of log info is generated?

[Gift]

Re: MPC3502 VOIP Not Receiving Faxes

Most of VoIP tweaks affects both tx and rx so this might be another issue. You might tweak the cable - modify it so just the two middle wires inside the RJ11 connector are wired to the connector on the other end of your fax cable. Also try and see what happens if you're connecting an analogue phone and call the fax nr with your cell.

[Zeldaman]

[guitar9199]

Re: MPC3502 VOIP Not Receiving Faxes

Thank you I will try these setting/ I have not tried this but it sounds possible because machine does ring and communication light does come on then machine hangs up no errors of log info is generated?

It's entirely possible... But you won't know until you plug in a telephone into their line and listen for noises, strange tones, or even someone voice!! (I've seen that before too!)

[jmotz]

Re: MPC3502 VOIP Not Receiving Faxes

Thank you but we have replaced Fax Module as well as entire machine

[jmotz]

Re: MPC3502 VOIP Not Receiving Faxes

It's entirely possible... But you won't know until you plug in a telephone into their line and listen for noises, strange tones, or even someone voice!! (I've seen that before too!)

Thank you I will go there next week

[slimslob]

Re: MPC3502 VOIP Not Receiving Faxes

Machine acts like its going to receive: rings,communication light comes on etc. then it disconnects. There is no errors or receive log generated?

Sounds to me like there is either an audio level or distortion problem during initial handshake or training.

[jmotz]

Re: MPC3502 VOIP Not Receiving Faxes

Most of VoIP tweaks affects both tx and rx so this might be another issue. You might tweak the cable - modify it so just the two middle wires inside the RJ11 connector are wired to the connector on the other end of your fax cable. Also try and see what happens if you're connecting an analogue phone and call the fax nr with your cell.

Will do
Thanks

[jmotz]

Re: MPC3502 VOIP Not Receiving Faxes

Sounds to me like there is either an audio level or distortion problem during initial handshake or training.

I am going to try suggested setting changes, 2 wire cord etc.and post results.

[jmotz]

Re: MPC3502 VOIP Not Receiving Faxes

Sounds to me like there is either an audio level or distortion problem during initial handshake or training.

I have tried settings changes provided by guitar9199
Tried 2 wire phone cord checked line for voicemail and or answering machine and called phone from my cell with no problems /Gift

I did set the machine to manual answer w/phone attached picked up receiver the copier displayed hit start after hearing high pitch tone which never happened but I hit start and fax came thru!
We contacted to phone company not much help they claim SIP is set for analogue settings?

Is audio level or distortion something I can adjust on copier side (I could not find in manual?)

Thanks

[jmotz]

Re: MPC3502 VOIP Not Receiving Faxes

Most of VoIP tweaks affects both tx and rx so this might be another issue. You might tweak the cable - modify it so just the two middle wires inside the RJ11 connector are wired to the connector on the other end of your fax cable. Also try and see what happens if you're connecting an analogue phone and call the fax nr with your cell.

Tried 2 wire phone cord no luck and checked for voicemail and was able to call phone from my cell with no problem.
I did put machine to manual answer and was able to receive fax although machine was saying press start once high pitched tone starts but it did not so I pressed start and fax came in?
I did call there phone company after this but they still claim there SIP is set for analogue settings?

Thanks