Question about Xerox WorkCentre M15i Laser Printer

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Can receive faxes but are coming through partially or distorted.

I have a Xerox workcentre M15i and was having a problem receiving faxes, it displaying comm error on the display so I switched the ECM to off and now I can receive faxes but they are coming through either partially or distorted. I can send them ok, it is just receiving them thats the problem. I have tested the line and it seems to be ok and i have tested the phone cables and switched them with another phone line.

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  • johnjohn1973 May 01, 2008

    I have did all of the above and upgraded the firmware version to 1.11 from the xerox website. I can still send faxes but the problem is receiving them, it stores them in the memory and i can't print them out. It shows secure fax on the display but when i go to the secure fax option on the menu i cannot disable it, it just show secure fax on the display and no options when i press the left or right buttons.

  • johnjohn1973 May 01, 2008
  • Anonymous Mar 28, 2014

    Faxes coming in from some of our customers are coming through our fax machine as either blank, distorted or stretched. Since this is only happening with a few customers and not all we originally chalked it up to the problem being on the sender's end. This has been going on for two weeks now and we can't function like this, as faxes are a important part of our work and we need a solution now instead of switching to another platform to receive faxes.

    I know our machine is old and not being supported/sold anymore but I was curious as to what the problem could be. Our telephone provider shows nothing going wrong in our area or with our lines in particular and the machine is printing normally 70% of the time except when some faxes come in. We can't always be certain it's the same people because of how the faxes come in but say if it isn't the same people and it's just random? It's also a good point to put out there that this machine was never used for receiving faxes, only sending out. Our previous fax machine is still on site and works only for printing HCFA's but before it kept exclaiming toner low every third fax received despite having plenty of toner in the cart. Any help would be appreciated but if we must simply replace it, we will, that would be last resort though.

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  • Master
  • 2,072 Answers

Most receive problems relate to phone lines, But yours doesn't.
I would start here.

  1. Press the [Menu / Exit] button on the Control Panel. 'System Data' will be displayed on the Display Screen.
  2. Press the [Left] or [Right] arrow button until 'Memory Clear' is displayed.
  3. Press the [Enter] button.
  4. Press the [Left] or [Right] arrow button to select one of the following items to be cleared from memory:
    • System ID: Clears the fax number and name from the machine’s memory.
    • System Data: Restores all options that can be modified to the factory default.
    • PhoneBK / Memory: Clears the speed dial or group dial numbers stored in the machine's memory. In addition, all scheduled job operations that have been reserved are canceled.
    • TX-RX Journal: Clears all records of fax transmissions and receptions.

      NOTE: To exit without clearing the item, press the [Menu / Exit] button.

  5. Press the [Enter] button.
  6. If necessary, repeat steps 4 and 5 to clear another item from memory.
  7. Press the [Stop] button to return to the Standby mode.

Posted on Apr 30, 2008

  • Rick Kasper Apr 30, 2008

    Next thing I want you to do. Press your reports button, and print a system data report. On it there is a software or firware version.

    It will be a number like 1.04 or 1.07 etc. If the version is not at level 1.11 then give me an e-mail address and i will give you more details on how to upgrade the machine software, called firmware. One of these 2 procedures will fix your problem.

    Somewhere along the line your software is corrupted, Not a hard fix.

  • Rick Kasper May 01, 2008

    Lets go on..

    Start with a memory clear lets start reset and clean.

    Perform a Memory Clear to return Machine to Default Values. This will turn off the Secure Receive feature.


    1. Press "Menu/Exit" Key, then # 1 9 3 4
    2. Press the "Menu/Exit" Key again
    3. The Display will read "System Data [Paper Size]"
    4. Use the Down Arrow key to scroll down to Memory Clear [System ID ... ]
    5. Press the "Enter " Key
    6. Display will read "Clear All Memory US/Canada".
    7. Press the "Enter " Key again to confirm your decision to clear the memory.
    8. Memory is now cleared, and machine is returned to Factory Default settings.


    After doing the Memory Clear, perform an "Adjust Shading" adjustment to recalibrate the Scanner. This is especially important after doing the Firmware Upgrade in the Field.


    That procedure will set everything to factory defaults.
    Be sure that if you have a phone book, or speed dials, print out those reports if you can.

    Once you do that. Clear the memory to wipe out any remaing work in the machine, have someone send you a test fax. Yes even upgrading the software may not clear some corrupted jobs.

    Once you do that, if it does not work. UNPLUG the machine, remove the back cover, 6 screws, and then unplug and replug every connector on the main board. The 9 x 9 inch square circut board, and the connector on the modem fax board.
    Then restart the machine and see what it does.

    After that, UNPLUG the machine. Remove the 2 screws on the front of the machine, remove the screws on the top front of the metal cover on the low voltage power supply and disconnet and reconnect all those connectors. Plug back in and test.

    If resetting all the connectors does not help after the memory clear, I then suspect you have a bad main board.

    When you do the memore reset. Press reports, and print the system page, see if that turned off secure send. If it did not turn off secure send, then you pretty much have to consider the main board itself is bad.
    You have an odd problem there.

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