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Problems receiving faxes on a WorkCentre 6605

Hi there, we have a problem with a Workcentre 6605 receiving faxes, a cliente has the same number for phone and fax and when we configure the fax with fax/phone mode and answer after more than 3 seconds this machine doesnt receive the fax. If we configure the answering time for 0 seconds or up to 3 seconds it receives the fax, if we configure more than 3 secons it never receives the fax. We have made a test with a Xerox Phaser 3635MFP and it worked fine with any response time to the fax. We also tested this machine making manual reception and it failed all the times. We need help t solve this problem

 

Line caracteristics

 

Country - Portugal

Line provider - Portugal Telecom, MEO

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9 Replies
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Re: Problems receiving faxes on a WorkCentre 6605

Hi antoniorocha,
Thank you for using the Xerox forum.

I have researched this issue and could not find another one similar.

 

This sounds like a software corruption issue and would require a service technician to check for the latest software and reset the software.  They can perform a backup to retain your address book, email and network settings.


You can contact our specific product support experts at the following link: Fast Track to the Expert or call 1-800-835-6100

 

Mitch Swetsky
Xerox Customer Tools & Social Media Moderator
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Re: Problems receiving faxes on a WorkCentre 6605

Thanks for your reply. We have already called for a technician and there were two procedures that have been done, the technician substituted the main board and fax module and the problem remained. Do you have any more sugestions that we can try to solve this issue? 

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Re: Problems receiving faxes on a WorkCentre 6605

Hello antoniorocha,

 

I don't know exactly what was done by the service technician in addition to replacing 2 parts.

 

I would suggest that you contact the service team and have them check for additional suggestions. The technicians can call a 2nd level technical help line and there are also special forums set up for them where complex technical issues are discussed.

 

There is also a way to contact service experts online by clicking the following-- Fast Track to the Expert

 

Please post status and additional details if you still need assistance.

 

Mitch Swetsky
Xerox Customer Tools & Social Media Moderator
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Re: Problems receiving faxes on a WorkCentre 6605

I had acknowledgment of a recent firmware for this machine, version 201402250653, do you know what is new in it?

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Re: Problems receiving faxes on a WorkCentre 6605

Hello antoniorocha,

 

The software includes release notes but I have attached them in advance,

I am told some network issues & fax reports have been modified.

 

Mitch Swetsky
Xerox Customer Tools & Social Media Moderator
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Re: Problems receiving faxes on a WorkCentre 6605

Ok I will test the new firmware and I will reply for a feedback

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Re: Problems receiving faxes on a WorkCentre 6605

That is from an older version, new versions are 201401160646 and 201402250653. I will try to test them and than give a feedback if it solved or not this problem

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Re: Problems receiving faxes on a WorkCentre 6605

Thank you for your input.

Mitch Swetsky
Xerox Customer Tools & Social Media Moderator
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Please be sure to select "Accept Solution" and or select the thumbs up icon to enter Kudos for posts that resolve your issues.
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Re: Problems receiving faxes on a WorkCentre 6605

Unfortunately this problem did not get the solution we wish, the only conclusion we could get is that it was not a problem of the machine. So what changed, the client changed is type of service maintaining the same ISP, before he had only phone and Internet (ADSL) and now he has tv, phone and Internet (ADSL). After this change we have tested the machine and she received faxes with success whatever the timing we define on fax definitions. Anyway thanks for trying to help on this issue.

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