Support Printers All-In-Ones WorkForce Series Epson WorkForce Pro WF-M5799

I'm having trouble sending or receiving faxes. What should I do?

  • If you cannot send or receive faxes, try these solutions:

    • If an error code is displayed on the control panel, try the solutions suggested in the error code list.
    • If you are faxing from a computer, use the Epson FAX Utility to send your fax.
    • Make sure the recipient's fax machine is turned on and working.
    • Make sure paper is loaded correctly in your product.
    • Make sure you have set up your header information and have not blocked your caller ID. Otherwise, your faxes might be rejected by the recipient's fax machine.
    • If user restriction has been enabled, you may need to enter a user name and password. Contact your administrator for assistance.
    • If you did not connect a telephone to your product, set the Receive Mode setting to Auto so you can receive faxes automatically.
    • Check that the cable connecting your telephone wall jack to your product's LINE port is secure.
    • Print a fax connection report using your product control panel or fax software to help diagnose the problem.
    • Verify that the telephone wall jack works by connecting a phone to it and testing it.
    • Check the Line Type setting and set it to PBX. If your phone system requires an external access code to reach an outside line, register the code to the product and add a # (hash) to the beginning of the phone number when dialing.
    • If you connected your product to a DSL phone line, you must connect a DSL filter to the phone jack to enable faxing over the line. Contact your DSL provider for the necessary filter.
    • If your telephone line has static, turn off your product's error correction mode fax communication setting and try faxing again.
    • Try lowering your product's fax speed setting.
    • Make sure the error correction mode (ECM) setting is turned on if you are trying to send a color fax.
    • If your telephone line uses call waiting and you have trouble receiving faxes, turn off call waiting to prevent disruption of incoming faxes.
    • If you have subscribed to a call forwarding service, the product may not be able to receive faxes. Contact your service provider for assistance.
    • Check your inbox and delete faxes after reading or printing them. If the inbox is full, the product cannot receive faxes.
    • When sending faxes using the subaddress feature, ask the recipient if their fax machine can receive faxes using this feature. Check that the subaddress and password are correct, and that they match with the recipient subaddress and password. Check this when receiving faxes as well.
    • When receiving faxes using the subaddress feature, make sure the fax rejection settings are not rejecting the fax.
    • If you cannot send faxes at a specified time, make sure the date and time are set correctly on the product.
    • If you are receiving faxes using the FAX Utility, check that your product is registered as a fax product in your operating system:

      Windows: Make sure the product appears in Devices and Printers, Printer, or Printers and Other Hardware. If the product does not appear, uninstall and re-install the FAX Utility.

      Mac: Select System Preferences > Printers & Scanners (or Print & Scan or Print & Fax) and make sure your product appears. If your product does not appear, click + and add your product. If the product does appear, double-click it and make sure it is not paused.

    Note: If your product is connected to a VoIP (Voice over Internet Protocol) phone line, keep in mind that fax machines are designed to work over analog phone lines. Epson cannot guarantee that fax transmission will work when using VoIP.

    If your phone line includes voice mail answering services, calls or faxes may be inadvertently received by your voice mail service.

    Related tasks
    Connecting a Telephone or Answering Machine
    Selecting the Line Type
    Printing Fax Reports
    Receiving Faxes Automatically
    Selecting Advanced Fax Settings
    Saving and Viewing Received Faxes
    Setting Up the Fax Utility - Windows
    Related references
    Job Status Error Codes
    Related information
    Loading Paper
Published:  21-Jun-2018 Was this helpful? Thank you for the feedback!
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