How to Fix Fax Lines That Are Not Working - Empire Telecom

How to Fix Fax Lines That Are Not Working

Empire Telecom · Guide

Empire Telecom provides the fax lines—the phone service that carries faxes in and out of your building—but the fax machines themselves belong to you or your vendor. This guide helps you troubleshoot the most common fax problems so your team can get faxing again quickly.

SymptomsFax machines at your facility cannot send or receive faxes. This may affect one machine, multiple machines, or newly installed equipment.

Fax machines at your facility cannot send or receive faxes. This may affect one machine, multiple machines, or newly installed equipment.

Why It HappensMost fax problems come from the machine or its settings, not the line:

Most fax problems come from the machine or its settings, not the line:

  • The fax machine needs to be rebooted
  • A newly connected machine is not set up correctly
  • Ink or toner cartridges are empty
  • Fax machine settings are wrong for the line
  • The line itself has a problem (less common)

How to Fix It

1Reboot the fax machine: turn it off, wait 30 seconds, turn it back on.
2Check ink and toner levels and replace cartridges if they are low or empty.
3For a newly connected machine, confirm it is plugged into the correct phone jack and powered on.
4Configure the fax machine settings: turn on Auto Answer, turn off ECM (Error Checking Mode), and set Baud Speed to the lowest setting (9600).
5Test by sending a fax to another number and receiving one from an outside line.

When to Call Us

Contact Empire Telecom support if:

  • The fax machine still does not work after you reboot it and check the settings
  • You need us to verify that the fax line is active and registered in the portal
  • You need help setting caller ID on a fax line
  • Multiple fax machines stop working at the same time

Need a hand? Call Empire Telecom support at (732) 363-9898, email support@empiretelecomnj.com, or open a ticket in the customer portal.