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Motormount
01-08-2014, 12:44 AM
We just moved this C550 upstairs to make room for a C552DS. I checked everything I can think of, but no luck.
It was working before the move, and the line it is plugged into now had a working fax on it. I've tried three different line cords, even tested one with the existing fax. Also tried another extension.
Reinitialized the fax. C550 firmware is GP4-R6. I swapped the FK-502 with the C552 and it works in that location.
It will send fine, but doesn't ring (forgot to check if ringer was silenced) or answer incoming. Verified (3x) I had it in LINE, not TEL. Even tried TEL. If I press "on hook" I get dial tone, can even pickup on incoming call. Auto RX is on.
Strange setup at this client: all outgoing calls display main number in caller ID, but I can direct-dial to extensions and fax. But that's the same as the downstairs machine, and the existing fax upstairs.
Any suggestions before I have the client get the phone people on it?
Thanks.

wseyller
01-08-2014, 12:49 AM
Hook a phone up to this line and call your cell phone. Does it show the same number that your faxing to on you cell's caller ID. Sorry if that is a dumb question but just covering the basics.

Motormount
01-08-2014, 12:59 AM
Hook a phone up to this line and call your cell phone. Does it show the same number that your faxing to on you cell's caller ID. Sorry if that is a dumb question but just covering the basics.

Did that and, like I said, it shows the main number. First thing I did, actually, and thought I had found the problem: wrong number. However, that is the same thing I get from the downstairs C552 and the existing fax upstairs - the main number. That's the way this machine was connected before we moved it. Also, if I call the fax number from my cell, I can pick up the line when I press "Off Hook" on the machine. The call is there, the line is live, it's just the machine doesn't pickup automatically. I'm thinking the ring is weak; too weak for this old C550 anyway.
Oh, and I did call the number showing in Caller ID - got the receptionist.

wseyller
01-08-2014, 02:24 AM
That sounds crazy. I once responded to a bizhub 250 that could send but not received. Copier wasn't moved or anything. It is located in a large medical office. It also showed the main number on the caller ID. That is all I remember from this call but I told the staff on that floor that maybe the lines got crossed, mixed up or something. I instructed them to have there phone people check it out and I never heard from them again.

Motormount
01-08-2014, 02:46 AM
It really sounds like a phone line problem to me too. However, I just found some more things on the KM knowledgebase to try. I checked the Kb from my phone while on site, and didn't get a thing - absolutely nothing - related to fax, but now that I'm on a PC there's plenty. Now I know to use my laptop.
What use is the phone app if it lies?

KenB
01-08-2014, 03:26 AM
Just a possibility that the ring voltage is too low.

As I recall, it should be at least 90 volts AC.

I had this issue when we replaced a bunch of Canons with new Ricohs some years back. The weird part was that some model Ricohs were fine, others not so much.

It was only about 7 or 8 volts too low, but that was all it took.

HuronMan
01-08-2014, 01:12 PM
Sounds like its on a voip system and the line is being routed threw the switchboard. Have their IT dept reroute the line and put the recommended settings in the techrep fax settings for voip.

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