# Fax troubleshooting basics

• Who is reporting the trouble? (User, administrator, communication partner of the printer)
• What kind of error code / error message are occurring? (Communication management report, job history, protocol monitor log)
• What trouble is occurring?
  

  Rather than a vague symptom report such as “Transmission not possible” or “Reception not possible”, an understanding of the specific symptom is performed for the trouble,  such as how the transmission or reception is not possible, whether to make a call or receive a call,  whether the telephone line is connecting, or whether the communication error has occurred after a connection.
  Example 1) Transmission not possible
  => “No outgoing calls (dialing) are made”, “A call is made but cannot connect to the other side”, “A connection is made to the other side and communication is started, but a communication error occurs”, “Communication can be performed,  but the transmitted images are fuzzy”, etc.
  Example 2) Reception not possible
  => “There is no ring tone”, “A ring tone is heard but the call is not received”, “A ring tone is heard and the call is received, but communication does not start”, “The call is received, a connection is made to the other side and communication is started, but a communication error occurs”, “Communication can be performed, but the received images are fuzzy”, etc.
  * The investigation method and method of taking action vary significantly depending on whether the problem occurs until a connection is established with the other side, or whether the problem occurs after a connection is established.

• Occurs on a device, occurs on an application, occurs on a specific PC, etc.
• Equipment / PC at customer site, equipment at another office of customer, equipment at customer's communication partner, etc.

• When has it occurred? (From the time of installation, OK until yesterday, suddenly today, etc.)
• Does it only occur at a specific time?
• What is the frequency of occurrence?  (always, about once every 10 times, etc.)
• Has the environment changed before the problem occurred? (Firm update, replacing ink cartridge, changed telephone line, moved the installation location)

• Does the trouble always occur during the same operation?
• Does the Trouble Occur Only When a Specific Sequence of Events Occur?
• Does the same problem occur with other devices or other destination communication?

• Can the trouble be reproduced at the service base?
• Does the same trouble occur for multiple devices and users?
• Can you reproduce the trouble with a specific operation or specific partner?

When a fax-related error occurs, it is not only displayed on the panel, but also recorded as a log / report. Investigate and identify the cause of the trouble while referring to these logs / reports.

• Investigate and collect communication management reports, protocol monitor logs, job history displays, etc.
  * For the communication management report, set [Report format] = "Detailed information" so that error codes can be displayed.
• For outgoing troubles / communication troubles, record communication using PCM RECORDER, and for incoming troubles, "Measure call signals with an oscilloscope.
• Investigate the cause based on the survey results.
• Investigation of fax communication errors requires an understanding of the fax transmission and reception phases.
  Investigate where the error occurred in each transmission / reception phase by referring to the device log / report.
• Contact the EPSON Service Department as necessary

If the cause can be identified, implement the countermeasure.
Depending on the cause, recovery may be possible by changing the settings of user parameters / service parameters.