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WILL NOT RECEIVE FAX

I have a new EPSON Workforce 500 all in one
I can send a fax but not receive. I have my phone service thru the cable company if I plug the fax machine into the modem it will work or if I disconnect the answering machine I am able to receive a fax.

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Fax machines are ANALOG devices and are designed to have their own dedicated phone line. They will not work reliably on DIGITAL phone lines.

Posted on Dec 02, 2008

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This is most likely a line noise issue. You can print a test page to see if it is clear. If it is then contact the phone company about the line. Be advised that fax lines are not required to be high speed and if you are on DSL you should have the DSL filter on the line to fax.

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Contact your phone service provider to see if they support faxes.
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you need to check how the fax machine is setup for receiving faxes. i recommend you try it first without the answering machine, to see if it works. if it doesnt, then it has to do with the auto answer or the number of rings not set right, if it does work, it could be that you need to set it to check for fax while the answering machine is answering, check the manual under answering faxes.
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There may be some static on the phone line, try a line filter. If possible, you could plug the fax into another working telephone line, and have someone send a fax to that number (whatever number is attached to the new phone jack) to isolate whether or not it is the machine, or the wall jack.

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Send and receive fax


Faxes cannot be received but they can be sent Review the information below to determine why faxes are not being received.
  1. Phone company services: Do you have any of the following telephone line services from your telephone company: Voice Mail, Privacy Block, Security Screen, Anonymous Call Rejection, and Privacy Manager. These phone services are meant to prevent unwanted calls, but they will also stop faxes. Contact your telephone company for their recommended solution for receiving faxes on the same line with these services.
  2. If you wish to receive faxes automatically, verify that automatic answering is enabled on models that have an Auto Answer button, or that the Rings to Answer setting is set to a number equal to or larger than one for models that do not have an Auto Answer button. On models with an Answer Mode setting, it should be set to Fax, FaxTel, or AnswerMachine depending on your setup.
  3. If an answering machine is connected to the same line, fax reception problems can occur. These problems may be corrected by changing settings or phone line connections
  4. If you have a PBX phone system, or an ISDN or DSL modem connected to the line, there may be some phone line configuration problems. Fax machines are analog devices and cannot be used on a digital phone service such as those used in many businesses (PBX systems). Install an analog phone line for a fax machine.
Faxes cannot be sent but can be received Follow the steps below to correct the problem.
  1. Verify that you are dialing the number correctly. You must dial all of the numbers required to make a phone call from the same line. This includes numbers that must be dialed to access an outside line or to access long distance services.
  2. If you have been using a speed dial or are faxing from the computer, print the page to be faxed and manually dial the number from the front panel of the fax. If the fax can be sent when dialed from the front panel, recreate the speed dial setting and insert some pauses.
  3. If you are trying to fax from the computer with a model that supports PC faxing and the fax does not try to dial when you send a fax job, test the communications to the all-in-one by clicking Status in the Director, or by trying to print to the all-in-one.
    • If this is reported as disconnected or printing fails, verify that the communications cable from the computer to the all-in-one is connected correctly and restart the computer.
    • If communications still cannot be established, troubleshoot the communications
  4. Faxes fail intermittently or with only one fax number
    • If static is present on the phone line, fax communication may fail. Have the phone line checked and serviced by the telephone company (or have the other party check their line). Phone line quality is the most common reason for intermittent fax failures. Some older locations and buildings have inadequate phone system wiring.
    • If you are trying to send a color fax and it fails, try sending the same machine a black and white fax. Normally the fax will detect that the other fax is not color capable and will offer you the option to send the fax as black and white but this might not always be the case. Do not send color faxes unless you know the other fax machine is capable of receiving color faxes.
    • Check the phone cable from the wall jack to the fax. It should not be coiled or longer than necessary. Coiling the cable can cause cross talk or echo on the line. Signal strength and quality can be lost with long cables.
    • Make sure the phone cable routing (and any cables not plugged into the same jack but sharing the same line) is not near any electrical appliances (electric motors, fans, kitchen appliances, or televisions). Many of these devices do not have sufficient electrical shielding and can induce electro-magnetic force (EMF) onto the phone line. Computers are usually shielded sufficiently and do not cause this problem.
    • Do not use a call-waiting service on the same line connected to the fax machine. The click sound caused by an incoming call can cause the fax to fail.
    • You can block certain faxes on some models. Verify that the telephone number of the sending fax is not blocked in the faxing software. This is usually located in the Fax History.

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