MFC-J265W

1. Verify your Brother machine has a dial tone. (Click here to see the details of how to verify that my Brother machine has a dial tone.)
   
   
   • If there is dial tone, go to STEP 3.
     
     
   • If there is no dial tone, verify the telephone line cord is directly connected from the Brother machine's LINE jack (socket) to the wall telephone jack (socket).
     
     
     • If you are using an analog telephone line and there are splitters, commshare devices, power strips or surge protectors between the wall telephone jack (socket) and the Brother machine, please remove them. Removing these devices assists in determining if the issue is related to the device or the Brother machine.
       
       
     • If you are using a DSL or Voice Over Internet Protocol (VoIP) telephone system, there can be multiple types of telephone line connections (modems, interface boxes, phone adapters, splitters, etc). However, a telephone line must be connected to the Brother machine's LINE jack (socket).
   
   
   
2. If there is still no dial tone, click here.
   
   
3. Verify the receive mode is set correctly.(Click here to see the details of how to verify the correct receive mode.)

4. If you are using Voice Over Internet Protocol (VOIP) (a technology that allows you to make telephone calls using a broadband Internet connection instead of a regular (or analog) phone line), review the information listed below. If you are not using VOIP continue to STEP 5.
   
   Voice Over Internet Protocol (VOIP) is not a marketed feature of your Brother machine, however there is a "Compatibility" setting available with this machine that may assist with sending and receiving faxes when using this service. Adjusting this setting lowers the baud rate (modem speed) and turns ECM (Error Correction Mode) Off. To adjust the "Compatibility" setting, follow the steps listed below.
   
   
   1. Press Menu and choose Initial Setup => Compatibility.
      
      
   2. Choose Basic (for VoIP).
      NOTE: Basic reduces the modem speed to 9600 bps.
      
      
   3. Press OK.
      
      
   4. Press Stop/Exit.

5. Test the print operation of the unit by printing the User Settings. To print the User Settings, press Menu and choose Print Reports => User Settings => Start or Black(Mono) Start . The User Settings should begin printing, If the User Settings prints successfully, continue to STEP 6. If the User Settings does not print, your unit may require service. Please contact Brother Customer Service from "Contact Us".
   
   

6. If the unit is on a rollover system, connect the unit to the last line of the rollover pattern. You do not want your fax machine rolling over to another line.
   
   

7. If you are using a DSL line, follow the steps listed below. If you are not using a DSL line, skip to STEP 8.
   NOTE: If you are unable to perform the steps listed below, please contact your DSL provider for assistance.
   
   
   1. Turn the DSL modem OFF or disconnect its power supply.
      
      
   2. Disconnect the DSL modem from the telephone line filter.
      
      
   3. Remove the filter from the WALL jack (socket).
      
      
   4. Connect the FAX machine to the WALL jack (socket).
      
      
   5. Test by contacting a person and have them send you a fax.
      
      --OR--
      *only available in USA:
      You can utilize our automated Fax Test Sheet and Product Registration system.
      
      If you have not completed and faxed your Fax Test Sheet provided with your product documentation, fill out the warranty registration information and fax it to 1-877-268-9575. Please make sure your station ID is programmed into
      your unit prior to sending the test sheet. Shortly after your Test Sheet is received by the system, it will automatically fax a confirmation sheet to the number programmed as the station ID.
      
      If you have already registered your warranty, fax a blank piece of paper with the word "Test" printed on it and a confirmation sheet will still be sent to you. By utilizing the Fax Test Sheet and Product Registration system, it alleviates the need to contact an outside source to send you a test fax.
      
      If the fax is sent successfully, you'll need to contact your DSL provider for assistance in resolving the interference from the DSL system. Be sure to verify with your DSL provider that you have the correct filters required when sending and receiving faxes using the DSL system.
      
      If the problem continues, continue to STEP 8.
      
      

8. Complete a test fax to your unit.
   
   
   1. First, adjust your ring delay setting. If the answer mode is set to MANUAL, do NOT adjust the ring delay setting and continue to STEP b. If the answer mode is set to FAX ONLY or FAX/TEL, reduce the ring delay to 1 (or 2 or 3 for Europe, Asia/Oceania regions) ring. If the answer mode is set to EXTERNAL TAD, reduce the number of rings programmed on your answering machine to 2 (or 3 or 4 for Europe, Asia/Oceania regions). This is to ensure the test fax is answered as fast as possible. The ring delay setting determines the number of times the unit rings before it answers.
      
      To check the ring delay setting for the Brother machine, press MENU and choose Fax => Set Up Receive => Ring Delay. Choose 01. Press OK and Stop/Exit. 
      
      To adjust the number of rings programmed on your answering machine, use the user's guide for the device.
      
      
   2. Next, you can contact a person and have them send you a fax.
      
      --OR--
      *only available in USA:
      You can utilize our automated Fax Test Sheet and Product Registration system. If you have not completed and faxed your Fax Test Sheet provided with your product documentation, fill out the warranty registration information and fax it to 1-877-268-9575. Please make sure your station ID is programmed into your unit prior to sending the test sheet. Shortly after your Test Sheet is received by the system, it will automatically fax a confirmation sheet to the number programmed as the station ID.
      
      If you have already registered your warranty, fax a blank piece of paper with the word "Test" printed on it and a confirmation sheet will still be sent to you. By utilizing the Fax Test Sheet and Product Registration system, it alleviates the need to contact an outside source to send you a test fax.
      
      
   3. If you receive the test fax successfully, your unit is operating properly. Remember to reset your ring delay or answering machine setting. If receiving problems recur after the setting is reset, then something (i.e. a person or device answering the line) at your location is interfering with the fax reception before the machine has a chance to answer the fax. If you did not receive the fax, continue to STEP 9.
      
      

9. Verify senders are dialing the correct number and you are providing the sender with the correct fax number for your unit. If you have a second telephone number at your location or a cell phone, you can test the number yourself. Dial your fax number from the second telephone number or cell phone as if you are sending a fax. Then, press the Hook, Hook/Hold, Speaker Phone or Tel/R key on your machine. Determine if what you are hearing on the phone you dialed from is consistent with what you are hearing on the FAX/MFC. For example, if you hear ringing on the dialing phone, but don't hear dial tone on the FAX/MFC, then there is a problem with the line or the number you are dialing. In this case, you will need to contact your local telephone company for assistance.
   
   

10. Test the unit on another phone jack (socket) with a different telephone number to verify there is no problem with the current phone line. If the unit receives when connected to another line, you will need to contact your local telephone company to service the line.

If, after following the instructions, you continue to experience problems with receiving faxes, your unit may require service. Please contact Brother Customer Service from "Contact Us".