Resolve Fax Reception Problems on a PIXMA MX410 / MX360

Article ID: ART114222

Date published: 05/11/2015

Date last updated: 03/13/2020

Description

Learn to troubleshoot fax reception problems on a PIXMA MX410 / MX360.

Solution

Use the links below to skip to the section of the article that relates to your specific fax issue.

Problems receiving faxes

Can't receive or print a fax

Machine doesn't switch between voice and fax calls

Quality of received fax is poor

Can't receive a color fax

Errors occur when receiving a fax

Can't receive or print a fax

If you can't receive or print a fax, check the following:

Is the power turned on?

You can't receive faxes if the power is turned off. Press the ON button to turn the power on.
If you unplug the power cord without turning off the power, reconnect it to turn on the power automatically.
- For MX410 series, any lamp on the Operation Panel is lit when the machine is turned on.
- For MX360 series, the Power lamp is lit when the machine is turned on.
If you unplug the power cord after pressing the ON button to turn off the power, reconnect it, then press the ON button to turn on the power.
- For MX410 series, all lamps on the Operation Panel are off when the machine is turned off.
- For MX360 series, the Power lamp is off when the machine is turned off.
If the power turns off due to power failure, etc., the power automatically turns on when the power failure is resolved.
Make sure all lamps on the Operation Panel (MX410 series) or the Power lamp (MX360 series) are off before you unplug the power cord. If a power failure occurs or you unplug the power cord, all faxes stored in the memory are deleted.
For MX410 series, if the faxes stored in the memory get deleted due to a power failure or unplugged power cord, the list of deleted faxes will print when the machine is turned back on.

Is the machine's memory full?

Print the received faxes stored in machine's memory or save them on the USB flash drive. Then delete them from the machine's memory, and have the sender resend the faxes.

Does an error occur during reception?

Check the LCD for an error message.
Print the Activity report and check for an error.

Is the telephone line connected correctly?

Make sure the phone line is correctly connected to the telephone line jack and that the telephone (or external device such as an answering machine or modem) is connected correctly to the external device jack.
For help, refer to your setup manual.

Did you load a different size paper from that specified by Page size loaded?

If you load paper that's not specified by Page size, received faxes will store in machine's memory and won't print. .
Load the same size of paper as that specified by Page size, then press the OK button on the machine.

Is Page size set to other than A4, Letter, LTR, or Legal?

If Page size is set to other than A4, Letter, LTR, or Legal, received faxes will store in machine's memory and won't print. .
Set Page size to A4, Letter, LTR, or Legal.
Some page sizes aren't available depending on the country or region of purchase.

Is the Media type set to something other than Plain paper?

If Media type is set to other than Plain paper, the received fax will not be printed and will be stored in machine's memory (Memory Reception).
Set the Media type to Plain paper.

Is the paper loaded?

If the paper isn't loaded, received faxes will store in machine's memory and won't print.
Load paper, then press the OK button.

Is there enough ink to print a fax?

If there isn't enough ink, received faxes will store in machine's memory and won't print.
Replace the ink cartridge, then print the faxes in machine's memory.
If the machine receives faxes in the fax mode, printing starts automatically after you replace the ink cartridge.
You can set the machine to forcibly print a received fax even if the ink has run out; however, part or all of the fax may not print. In this case, the contents of the fax won't store in machine's memory.

Is the machine set to the appropriate receive mode?

Check the receive mode setting and change it to a mode suited to your connection.

Is Fax reception reject set to ON?

Select OFF for Fax reception reject in Security control under Fax settings.

Are there setting items set Reject in Caller rejection?

If you select Reject for any setting items in Caller rejection in Security control under Fax settings, the machine rejects calls for setting item selected Reject.

Machine doesn't switch between voice and fax calls

Is the receive mode set to Fax only mode?

If Fax only mode is selected for Receive mode set. under Fax settings, there will be no automatic switching between voice and fax calls.
Set the receive mode to TEL priority mode, DRPD*1, or Network switch*2.
If the receive mode is TEL priority mode and an answering machine is connected to the machine, check whether a proper message plays back when the answering machine answers.

*1 This setting is available only in the US and Canada.
*2 This setting may not be available depending on the country or region of purchase.

Quality of received fax is poor

Check the scan settings of the sender's fax machine.

Ask the sender to adjust the scan settings of the fax machine.

Is ECM RX set to OFF?

Select ON for ECM RX in Adv. communication in Advanced FAX settings under Fax settings.
If ECM RX is enabled, the sender's fax machine resends the fax after correcting errors automatically.

Is the sender's original document or scanning area of the sender's fax machine dirty?

The image quality of the fax is mainly determined by the sender's fax machine. Contact the sender and ask the sender to check whether the scanning area of the fax machine is dirty.

Is ECM transmission/reception enabled although the line/connection is poor, or is the sender's fax machine compatible with ECM?

Select ON for ECM RX in Adv. communication in Advanced FAX settings under Fax settings.
Contact the sender and ask the sender to check whether the machine is set to enable ECM transmission.
If the sender's or recipient's fax machine is not compatible with ECM, the fax will be sent/received without automatic error correction.
Reduce the reception start speed on RX start speed in Adv. communication in Advanced FAX settings under Fax settings.

Did you confirm the paper and print quality settings?

Can't receive a color fax

Is ECM RX set to OFF?
- If OFF is select for ECM RX in Adv. communication in Advanced FAX settings under Fax settings, the machine can't receive color faxes. The machine will disconnect the phone line or receive color faxes in black & white according to the setting of the sender's fax machine.
- Set ECM RX to ON.

Errors occur when receiving a fax

Check the telephone line condition or the connection.
- If the telephone line or connection is poor, reduce the reception start speed to try to correct the error.
- Reduce the reception start speed on RX start speed in Adv. communication in Advanced FAX settings under Fax settings.

Is the sender's fax machine operating normally?

Contact the sender and ask the sender to check whether the fax machine is operating normally.

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Change the print settings

This machine prints received faxes to paper loaded in the machine beforehand. You can use the Operation Panel to change the paper settings for printing faxes. Make sure that the settings are appropriate for the loaded paper
If paper other than A4, Letter, Legal, or 8.5 x 14" is loaded, received faxes will store in the machine's memory and will change the paper A4/LTR/Legal Plain paper display on the LCD. In this case, replace the paper with the correct size and press the OK.
If the sender sends a document that is larger than Letter-size or Legal-size, such as 11 x 17 inches, the sender's machine may send the fax automatically reduced in size or divided, or send only a part of the original

Turn the machine ON.
Press the FAX button. The Fax standby screen displays
Press the Settings button.
Use the right or left arrow button to select A4, Letter, LTR, or Legal, then press the OK button.
The * (asterisk) on the LCD indicates the current setting.
Some of page sizes are not available depending on the country or region of purchase.
Make sure that Plain paper is selected, then press the OK button.
If any media type other than Plain paper is selected, select Plain paper using the button, then press the OK button. The LCD returns to the Fax standby screen.