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PIXMA MX350 Office Support
FAQ and troubleshooting

Cannot Send a Fax

Content Id: 8200687000


Issue

Cause and solution

Check 1: Is the power turned on?

You cannot send faxes if the power is turned off. Press the ON button to turn the power on.
If you disconnected the power cord without turning off the power (one of the buttons on the Operation Panel is lit), reconnecting it turns on the power automatically.
If you disconnected the power cord after pressing the ON button to turn off the power (no buttons on the Operation Panel are lit), reconnect it, then press the ON button to turn on the power.
If the power was turned off due to power failure, etc., the power is automatically turned on when the power failure is resolved.

A: ON button

B: In Use/Memory lamp

Cause and solution

Check 2: Is the document being sent from memory or the fax being received into memory?

When the In Use/Memory lamp is flashing, a fax is being sent from/received into memory. Wait until the transmission/reception is complete.

In the following cases, the machine is not able to print the received fax and will automatically store the fax in its memory.

Ink has run out.
Paper has run out.
A different size of paper from that specified by Page size is loaded.
Page size is set to other than A4, 8.5"x11"(LTR), or 8.5"x14"(Legal) (MX350 series).
OFF is selected for Auto print in FAX user settings.
You pressed the Stop button to cancel printing of a received fax.

Caution

If you disconnect the power cord, all the documents stored in memory are deleted. Send or print necessary documents before disconnecting the power cord.

Caution

When confirming, printing, or deleting a document stored in memory, you specify it by its transaction number. If you do not know the transaction number for your target document, print the list of documents first.

Printing a Document in Memory

If the machine was not able to send a fax or print a received fax, it stores the unsent or unprinted fax in its memory. If an error occurred during a fax transmission, the document is not stored in memory. You can print a list of stored documents (the memory list) or print a specified document.

Caution

The memory list shows the transaction number of the unsent or unprinted fax (TX/RX NO.), transaction mode, recipient's number, and the date and time of the transaction.

- Printing a Memory List or Specified Document in Memory

1. Load paper.

Refer to [ Loading Paper ]

2. Press the FAX button, then press the right Function button.

The memory reference screen is displayed.

3. Print a specified document or memory list.

To print a memory list:

(1) Use the button to select Print memory list, then press the OK button.

(2) Use the button to select Yes, then press the OK button.

The memory list stored in memory is printed.

To print a specified document:

(1) Use the button to select Print specified document, then press the OK button.

(2) Use the button to select the transaction number of the document you want to print, then press the OK button.

The date and time of transaction and fax/telephone number, the transaction number, and the color information are displayed on a list screen of documents stored in memory.

A: Date and time of transaction and fax/telephone number

B: Transaction number (TX/RX NO.)

A transaction number from 0001 to 4999 indicates a document being sent.

A transaction number from 5001 to 9999 indicates a document being received.

C: Color information

(3) Use the button to select Yes or No, then press the OK button.

If you select Yes, only the first page of the document will be printed. If you select No, all pages of the document will be printed.

To print other documents, repeat the procedure from steps 2 and 3.

Caution

If you select No to print all the pages of the document, and all the pages in memory have been printed, Delete the printed documents from memory? is displayed on the LCD. If you select Yes, printed pages in memory are deleted.
If there are no documents stored in memory, There is no document in memory. is displayed. Press the OK button to return to the previous screen.

- Printing All the Documents in Memory

1. Load paper.

Refer to [ Loading Paper ]

2. Press the FAX button, then press the right Function button.

The memory reference screen is displayed.

3. Use the button to select Print all received documents, then press the OK button.

4. Use the button to select Yes, then press the OK button.

Caution

Delete the printed documents from memory? is displayed on the LCD each time a document is printed. If you select Yes, the document is deleted from memory.
If there are no documents stored in memory, There is no document in memory. is displayed. Press the OK button to return to the previous screen.

Deleting a Document in Memory

- Deleting a Specified Document in Memory

1. Press the FAX button, then press the right Function button.

The memory reference screen is displayed.

2. Use the button to select Delete specified document, then press the OK button.

3. Use the button to select the transaction number (TX/RX no.) of the document you want to delete, then press the OK button.

4. Use the button to select Yes, then press the OK button.

To delete other documents, repeat the procedure from steps 3 and 4.

- Deleting All the Documents in Memory

1. Press the FAX button, then press the right Function button.

The memory reference screen is displayed.

2. Use the button to select Delete all documents in memory, then press the OK button.

3. Use the button to select Yes, then press the OK button.

Caution

This function is not available while the machine is receiving a fax.

Saving a Document in Memory to a Memory Card/USB Flash Drive

You can save sent/received faxes on a memory card or a USB flash drive as PDF files using the Operation Panel of the machine.

Caution

Do not remove the memory card or USB flash drive from the machine until saving is complete.
You cannot use a USB flash drive and memory card at the same time. Be sure to use only one of them at a time for saving faxes.
Faxes saved on a USB flash drive or memory card cannot be printed using the memory card mode.
For safety reasons, we recommend backing up faxes saved on a memory card or USB flash drive to another media periodically to avoid unexpected accidents.
We assume no responsibility for damage to or loss of data for whatever reason even within the warranty period.

1. Press the FAX button, then press the right Function button.

The memory reference screen is displayed.

2. Insert the USB flash drive into the Direct Print Port or the memory card into the Card Slot.

Caution

You cannot use a USB flash drive and memory card at the same time. Be sure to use only one of them at a time for saving faxes.

3. Use the button to select Save specified document or Save all documents, then press the OK button.

4. Use the button to select the destination, then press the OK button.

If Save all documents is selected in step 3:

All the documents are saved on the selected destination.

If Save specified document is selected in step 3:

Proceed to step 5.

5. Use the button to select the transaction number (TX/RX no.) of the document you want to save, then press the OK button.

The specified document is saved.

To save other documents, repeat step 5.

6. Press the Back button or Stop button.

Caution

With MX870 series, you can save up to 250 pages of fax as one PDF file. With MX350 series, you can save up to 50 pages of fax as one PDF file.
You can save up to 2000 PDF files on a memory card or USB flash drive.
Faxes are saved according to the order of the transaction number when Save all documents is selected.
If the memory card or the USB flash drive becomes full while saving faxes is in progress, Not enough free space is displayed on the LCD and the faxes will not be saved.
The folder and file name of faxes saved on the memory card or the USB flash drive is as follows:

- Folder name: CANON_SC\FAXDOC\0001

- File name (file extension: PDF): Running numbers, starting from FAX_0001

- File date: The date and time of saving as set in the machine.

Importing Faxes Saved on a Memory Card to the Computer

You can import faxes saved on a memory card to the computer using the Card Slot on the machine.

Importing Faxes Saved on a USB Flash Drive to the Computer

You can import faxes saved on a USB flash drive to the computer.

After saving faxes, connect the USB flash drive to the computer, then import the data using Windows Explorer.

Document Stored in Memory

Cause and solution

Check 3: Is the telephone line connected to the External Device Jack?

Reconnect it to the Telephone Line Jack. Refer to [ Prepare the Machine ]

If you still cannot send a fax, there is a problem with the telephone line. Contact your telephone company and the manufacturer of your terminal adapter or telephone adapter.

For the basic connection of the machine, refer to [ Prepare the Machine ]. This guide describes other typical connections.

The machine cannot send/receive faxes if the connection is incorrect. Connect the machine correctly.

Caution

If the Power Disconnects Unexpectedly

If there is a power failure or if you accidentally disconnect the power plug, the date/time settings as well as all documents stored in memory will be lost. The settings for user information, coded speed dial, group dial, and rejected numbers will be retained.

- If the power disconnects, the following will apply:

You will not be able to send or receive faxes, make copies, or scan originals.
When you are connecting the telephone, whether or not you can use it depends upon your telephone line or telephone.

Connecting Various Lines

These are examples and could not be guaranteed to suit every connecting condition. For details, refer to the instruction manual supplied with the network device (control devices such as an xDSL (Digital Subscriber Line) modem or terminal adapter) you are connecting to this machine.

Caution

Do not connect fax machines and/or telephones in parallel (US and Canada only)

If two or more fax machines and/or telephones are connected in parallel, the following problems may occur and the machine may not operate properly.

- If you pick up the handset of the telephone that is connected in parallel during fax transmission or reception, the fax image may be corrupted or a communication error may occur.

- Such services as Caller ID, etc. may not operate properly on the telephone.

If you cannot avoid parallel connections, set the receive mode to TEL priority mode, understanding that the above problems may occur. You will only be able to receive faxes manually.

Caution

xDSL is the generic term for the high speed digital communication technology with telephone line such as ADSL/HDSL/SDSL/VDSL.

Connecting the telephone

Before connecting a telephone or answering machine, remove the Telephone connector cap.

For users in the UK

If the connector of the external device cannot be connected to the jack on the machine, you will need to purchase a B.T. adapter to connect as follows: Attach the B.T. adapter to the modular cable connecting the external device, then connect the B.T. adapter to the (External device) jack.

- Connecting to an Internet Telephone

(A) Digital Subscriber Line

(B) xDSL modem (splitter may not be built-in to the modem)

(C) WAN (Wide Area Network)

(D) Broadband router compatible with Internet Telephone

(E) Computer

(F) Telephone or answering machine

(G) LAN (Local Area Network)

(H) TEL

(I) LINE

* Port configurations and names may vary depending on the product.

Caution

When connecting to the xDSL line, select the same line type as you are subscribing to in Telephone line type.

See [ Setting the Telephone Line Type ]

- Connecting to an xDSL

(A) Digital Subscriber Line

(B) xDSL modem (splitter may not be built-in to the modem)

(C) Computer

(D) Telephone or answering machine

Caution

When the splitter is not built-in to the modem, do not branch the telephone line before the splitter (wall side). And also, do not connect splitters in parallel. The machine may not be able to operate properly.

Caution

When connecting to the xDSL line, select the same line type as you are subscribing to in Telephone line type.

See [ Setting the Telephone Line Type ]

- Connecting to an ISDN Line

For details on ISDN (Integrated Service Digital Network) connection and settings, refer to the manuals supplied with your terminal adapter or dial-up router.

Setting the Telephone Line Type

Before using your machine, make sure you set the correct telephone line type for your telephone line. If you are unsure of your telephone line type, contact your telephone company. For xDSL or ISDN connections, contact the telephone company or service provider to confirm your line type.

Caution

Telephone line type will not appear in countries or regions where Rotary pulse is not supported.
You can print User's data list to check the current setting.

1. Display the Telephone line type screen.

(1) Press the Setup button.

(2) Select Device settings , and press the OK button.

(3) Select FAX settings, and press the OK button.

(4) Select FAX user settings, and press the OK button.

(5) Select Telephone line type, and press the OK button.

2. Select the telephone line type.

(1) Select the telephone line type.

Rotary pulse: Suitable for pulse dialing.

Touch tone: Suitable for tone dialing.

(2) Press the OK button.

3. Press the FAX button to return to the fax standby screen.

Confirming the Telephone Line Connection

Cause and solution

Check 4: Is the telephone line type set correctly?

Check the telephone line type setting and change it as necessary.

For the basic connection of the machine, refer to [ Prepare the Machine ]. This guide describes other typical connections.

The machine cannot send/receive faxes if the connection is incorrect. Connect the machine correctly.

Caution

If the Power Disconnects Unexpectedly

If there is a power failure or if you accidentally disconnect the power plug, the date/time settings as well as all documents stored in memory will be lost. The settings for user information, coded speed dial, group dial, and rejected numbers will be retained.

- If the power disconnects, the following will apply:

You will not be able to send or receive faxes, make copies, or scan originals.
When you are connecting the telephone, whether or not you can use it depends upon your telephone line or telephone.

Connecting Various Lines

These are examples and could not be guaranteed to suit every connecting condition. For details, refer to the instruction manual supplied with the network device (control devices such as an xDSL (Digital Subscriber Line) modem or terminal adapter) you are connecting to this machine.

Caution

Do not connect fax machines and/or telephones in parallel (US and Canada only)

If two or more fax machines and/or telephones are connected in parallel, the following problems may occur and the machine may not operate properly.

- If you pick up the handset of the telephone that is connected in parallel during fax transmission or reception, the fax image may be corrupted or a communication error may occur.

- Such services as Caller ID, etc. may not operate properly on the telephone.

If you cannot avoid parallel connections, set the receive mode to TEL priority mode, understanding that the above problems may occur. You will only be able to receive faxes manually.

Caution

xDSL is the generic term for the high speed digital communication technology with telephone line such as ADSL/HDSL/SDSL/VDSL.

Connecting the telephone

Before connecting a telephone or answering machine, remove the Telephone connector cap.

For users in the UK

If the connector of the external device cannot be connected to the jack on the machine, you will need to purchase a B.T. adapter to connect as follows: Attach the B.T. adapter to the modular cable connecting the external device, then connect the B.T. adapter to the (External device) jack.

- Connecting to an Internet Telephone

(A) Digital Subscriber Line

(B) xDSL modem (splitter may not be built-in to the modem)

(C) WAN (Wide Area Network)

(D) Broadband router compatible with Internet Telephone

(E) Computer

(F) Telephone or answering machine

(G) LAN (Local Area Network)

(H) TEL

(I) LINE

* Port configurations and names may vary depending on the product.

Caution

When connecting to the xDSL line, select the same line type as you are subscribing to in Telephone line type.

See [ Setting the Telephone Line Type ]

- Connecting to an xDSL

(A) Digital Subscriber Line

(B) xDSL modem (splitter may not be built-in to the modem)

(C) Computer

(D) Telephone or answering machine

Caution

When the splitter is not built-in to the modem, do not branch the telephone line before the splitter (wall side). And also, do not connect splitters in parallel. The machine may not be able to operate properly.

Caution

When connecting to the xDSL line, select the same line type as you are subscribing to in Telephone line type.

See [ Setting the Telephone Line Type ]

- Connecting to an ISDN Line

For details on ISDN (Integrated Service Digital Network) connection and settings, refer to the manuals supplied with your terminal adapter or dial-up router.

Setting the Telephone Line Type

Before using your machine, make sure you set the correct telephone line type for your telephone line. If you are unsure of your telephone line type, contact your telephone company. For xDSL or ISDN connections, contact the telephone company or service provider to confirm your line type.

Caution

Telephone line type will not appear in countries or regions where Rotary pulse is not supported.
You can print User's data list to check the current setting.

1. Display the Telephone line type screen.

(1) Press the Setup button.

(2) Select Device settings , and press the OK button.

(3) Select FAX settings, and press the OK button.

(4) Select FAX user settings, and press the OK button.

(5) Select Telephone line type, and press the OK button.

2. Select the telephone line type.

(1) Select the telephone line type.

Rotary pulse: Suitable for pulse dialing.

Touch tone: Suitable for tone dialing.

(2) Press the OK button.

3. Press the FAX button to return to the fax standby screen.

Confirming the Telephone Line Connection

Cause and solution

Check 5: Is Hook key setting set to Disable?

When you send a fax manually, dial the number with Hook key setting set to Enable, or dial the number using the telephone connected to the machine.

Cause and solution

Check 6: Is Dial tone detect set to ON?

Resend the fax after a while. If you still cannot send the fax, set Dial tone detect to OFF.

Cause and solution

Check 7: Is Check RX fax information set to ON?

When Check RX fax information is set to ON, after the machine confirms that the terminal information of the person you want to contact corresponds with the fax number you dialed, the machine will send a fax.

If the machine cannot confirm the terminal information of the person you want to contact, or the fax number you dialed does not correspond with that information, the message "Fax info does not match" is displayed, and the job of sending fax is cancelled.

Cause and solution

Check 8: Is the fax number registered correctly for speed dialing?

Make sure that the fax number is registered correctly for speed dialing.

Speed dialing allows you to dial fax/telephone numbers by simply pressing a few buttons.

The following speed dialing methods are available:

Coded Speed Dialing

Register a fax/telephone number for coded speed dialing. To dial the number, press the Coded Dial button, then enter the two-digit code assigned to that number, or use the button to select it. You can register up to 100 (00 to 99) destinations for MX870 series, and up to 20 (00 to 19) for MX350 series.

-⋗ [ Registering Coded Speed Dial Numbers ]

Group Dialing

Register two or more registered speed dial numbers for group dialing. You can send the same document to all members in the group.

-⋗ [ Registering Group Dial Numbers ]

Caution

You can register, change, or delete information registered for coded speed dialing or group dialing, see [ Using Speed Dial Utility ]

Registering Coded Speed Dial Numbers

Before you can use the coded speed dialing feature, you need to register the recipients' numbers.

The LCD may differ depending on the machine you are using.

The LCDs of MX870 series are used for explanation.

Caution

You can register fax/telephone numbers using Speed Dial Utility. For details, see [ Registering Recipients for Speed Dialing Using Speed Dial Utility ]

1. Press the FAX button, then press the left Function button.

The FAX menu screen is displayed.

2. Select TEL number registration, then press the OK button.

3. Use the button to select Coded speed dial, then press the OK button.

4. Use the Numeric buttons or the button to select an unoccupied speed dial code (00 to 99 for MX870 series, 00 to 19 for MX350 series), then press the OK button.

5. Use the button to select Name, then press the OK button.

6. Use the Numeric buttons to enter a name for the coded speed dial code (max. 16 characters, including spaces), then press the OK or the button.

Caution

For details on how to enter or delete characters or numbers, refer to [ Entering Numbers, Letters, and Symbols ].

7. Use the Numeric buttons to enter the fax/telephone number (max. 60 digits (40 digits for the US, Canada, and Korea), including spaces) you want to register.

Caution

Press the Redial/Pause button to enter a pause.
When Telephone line type is set to Rotary pulse, you can enter a tone ("T") by pressing the Tone button.

8. Press the OK button to finalize registration.

Caution

To register another recipient's name and number to a coded speed dial code, repeat steps 4 to 8.

Registering Group Dial Numbers

To send the same document to several recipients successively, select the numbers you registered to the speed dial codes and register them to a group dial.

The LCD may differ depending on the machine you are using.

The LCDs of MX870 series are used for explanation.

Caution

You can register a group dial using Speed Dial Utility. For details, see [ Registering Recipients for Speed Dialing Using Speed Dial Utility ]

1. Press the FAX button, then press the left Function button.

The FAX menu screen is displayed.

2. Select TEL number registration, then press the OK button.

3. Use the button to select Group dial, then press the OK button.

MX870 series users: Go to step 4.

MX350 series users: Go to step 5.

4. Use the button to select One-touch speed dial or Coded speed dial, then press the OK button.

5. Select the speed dial code to register the group dial.

To register a group under a one-touch speed dial code (MX870 series):

Use the button to select an unoccupied one-touch speed dial code (01 to 03), then press the OK button.

To register a group under a coded speed dial code:

Use the Numeric buttons or the button to select an unoccupied speed dial code (00 to 99 for MX870 series, 00 to 19 for MX350 series), then press the OK button.

Caution

You can register a group either under an unoccupied speed dial code.

6. Use the Numeric buttons to enter a name for the group (max. 16 characters, including spaces), then press the OK or the button.

Caution

For details on how to enter or delete characters or numbers, refer to [ Entering Numbers, Letters, and Symbols ]
Groups will appear on the Group dial code list by the names you have entered in this step.

7. Enter the speed dial code you want to register in the group.

To enter a coded speed dial entry:

After pressing the Coded Dial button, use the Numeric buttons or the button to select a coded speed dial code to register to the group dial, then press the OK button.

If Enter first letter. is displayed on the LCD, enter the first letter for the registered name of the speed dial code.

Caution

To continue registering speed dial codes to the group, repeat step 7.
You can only enter numbers that have already been registered to speed dial codes (i.e. you cannot enter the fax/telephone numbers with the Numeric buttons).
To review the codes you have registered, use the button.
To delete the code you have registered, use the button to select the speed dial code, then press the right Function button.

8. Press the OK button to finalize registration.

Caution

To register another group, repeat steps 5 to 8.
For a list of the entries you have made, print the Group dial code list.
Registering Recipients for Speed Dialing

Cause and solution

Check 9: Does an error occur during transmission?

Check the LCD for an error message.

-⋗ [ A Message for Faxing Is Displayed on the LCD ]

Print the Activity report and check for an error.

Cause and solution

Check 10: Is the telephone line connected correctly?

Check that the telephone line is connected correctly to the proper jack. If so, then there is a problem with your telephone line. Contact your telephone company.

For the basic connection of the machine, refer to [ Prepare the Machine ]. This guide describes other typical connections.

The machine cannot send/receive faxes if the connection is incorrect. Connect the machine correctly.

Caution

If the Power Disconnects Unexpectedly

If there is a power failure or if you accidentally disconnect the power plug, the date/time settings as well as all documents stored in memory will be lost. The settings for user information, coded speed dial, group dial, and rejected numbers will be retained.

- If the power disconnects, the following will apply:

You will not be able to send or receive faxes, make copies, or scan originals.
When you are connecting the telephone, whether or not you can use it depends upon your telephone line or telephone.

Connecting Various Lines

These are examples and could not be guaranteed to suit every connecting condition. For details, refer to the instruction manual supplied with the network device (control devices such as an xDSL (Digital Subscriber Line) modem or terminal adapter) you are connecting to this machine.

Caution

Do not connect fax machines and/or telephones in parallel (US and Canada only)

If two or more fax machines and/or telephones are connected in parallel, the following problems may occur and the machine may not operate properly.

- If you pick up the handset of the telephone that is connected in parallel during fax transmission or reception, the fax image may be corrupted or a communication error may occur.

- Such services as Caller ID, etc. may not operate properly on the telephone.

If you cannot avoid parallel connections, set the receive mode to TEL priority mode, understanding that the above problems may occur. You will only be able to receive faxes manually.

Caution

xDSL is the generic term for the high speed digital communication technology with telephone line such as ADSL/HDSL/SDSL/VDSL.

Connecting the telephone

Before connecting a telephone or answering machine, remove the Telephone connector cap.

For users in the UK

If the connector of the external device cannot be connected to the jack on the machine, you will need to purchase a B.T. adapter to connect as follows: Attach the B.T. adapter to the modular cable connecting the external device, then connect the B.T. adapter to the (External device) jack.

- Connecting to an Internet Telephone

(A) Digital Subscriber Line

(B) xDSL modem (splitter may not be built-in to the modem)

(C) WAN (Wide Area Network)

(D) Broadband router compatible with Internet Telephone

(E) Computer

(F) Telephone or answering machine

(G) LAN (Local Area Network)

(H) TEL

(I) LINE

* Port configurations and names may vary depending on the product.

Caution

When connecting to the xDSL line, select the same line type as you are subscribing to in Telephone line type.

See [ Setting the Telephone Line Type ]

- Connecting to an xDSL

(A) Digital Subscriber Line

(B) xDSL modem (splitter may not be built-in to the modem)

(C) Computer

(D) Telephone or answering machine

Caution

When the splitter is not built-in to the modem, do not branch the telephone line before the splitter (wall side). And also, do not connect splitters in parallel. The machine may not be able to operate properly.

Caution

When connecting to the xDSL line, select the same line type as you are subscribing to in Telephone line type.

See [ Setting the Telephone Line Type ]

- Connecting to an ISDN Line

For details on ISDN (Integrated Service Digital Network) connection and settings, refer to the manuals supplied with your terminal adapter or dial-up router.

Setting the Telephone Line Type

Before using your machine, make sure you set the correct telephone line type for your telephone line. If you are unsure of your telephone line type, contact your telephone company. For xDSL or ISDN connections, contact the telephone company or service provider to confirm your line type.

Caution

Telephone line type will not appear in countries or regions where Rotary pulse is not supported.
You can print User's data list to check the current setting.

1. Display the Telephone line type screen.

(1) Press the Setup button.

(2) Select Device settings , and press the OK button.

(3) Select FAX settings, and press the OK button.

(4) Select FAX user settings, and press the OK button.

(5) Select Telephone line type, and press the OK button.

2. Select the telephone line type.

(1) Select the telephone line type.

Rotary pulse: Suitable for pulse dialing.

Touch tone: Suitable for tone dialing.

(2) Press the OK button.

3. Press the FAX button to return to the fax standby screen.

Confirming the Telephone Line Connection

Cause and solution

Check 11: Is the document loaded properly?

Remove the document, then reload it on the Platen Glass or in the ADF.

Cause and solution

Check 12: Does a printer error occur?

Check the error message on the LCD, then resolve the problem.

-⋗ [ An Error Message Is Displayed on the LCD ]

If you are in a hurry, press the Stop button to close the message, then send the fax.

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