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Problems List

Transmission problems

Receiving problems (Only for models with PC-FAX reception)

Transmission problems

Troubleshoot as follows in the case of a transmission problem.

Problem	What to do
FAX XXXXXX (your printer) is not displayed in the Printer list.	Make sure the printer driver and PC-FAX driver are installed, and the PC-FAX driver is added to the printer list.
The Fax button is grayed out (disabled).	This button is not available unless a recipient is added to the Recipient List. Specify at least one recipient.
Cannot send faxes from the printer.	When “No dial tone detected” is displayed, select Fax Settings - Dial Tone Detection Settings, and clear the check box for Detect Dial Tone. Make sure you have set Your Phone Number in Header Information Settings. The recipient's fax machine may have been configured to block any faxes that do not include the sender's phone/fax number information.
Status of the transmitted data does not change from Waiting for printer response.	Waiting for printer response is displayed when the computer cannot communicate with the printer (FAX) and it remains until communication becomes possible. Check the following. Whether the printer is turned on. Whether the printer and computer are connected correctly. If the printer is a network printer, whether the printer network address is correctly specified. Whether the printer can print normally. If all of the above are correct, turn off and then on the printer.
The application freezes after displaying “Cannot print other fax data because a transmission is being processed.”.	Some applications may freeze upon fax transmission, with a simultaneous startup warning displayed. (They may recover after a while.)

Receiving problems (Only for models with PC-FAX reception)

Troubleshoot as follows if a reception problem occurs.

Problem	What to do
The Fax Receive Monitor icon is not displayed on the FAX Utility (main window).	The icon is displayed when you select a printer that supports PC-FAX reception. Connect a printer (fax) that supports this function and turn the printer on, and then select your printer.
Received Fax Output Settings is set to save faxes on a computer, but no faxes are saved.	Received faxes are only saved to the specified folder when Fax Receive Monitor is running. We recommend that you keep the Fax Receive Monitor running.
Cannot receive faxes.	Select the Auto Answer check box in Fax Settings - Auto Answer Settings. If no external phone is connected to the printer, the printer cannot receive faxes without setting Auto Answer. Check that the printer is not in an error status.
Cannot change the settings so that received faxes are printed.	You cannot change the settings until all received faxes have been saved to the computer. On a computer that is set to save received faxes, change the settings after checking for new faxes, or change the settings using the printer's control panel.
"Cannot find the received fax folder." is displayed when a shared folder on the network is configured as the received fax folder.	To save in a shared folder on a network, you need to connect to it in advance. Select the menu bar on the desktop Go - Connect to Server and connect to the shared folder on the network.
The Fax Receive Monitor window is not displayed when Fax Receive Monitor is automatically started at login.	The Fax Receive Monitor window is not displayed automatically when your computer logs in. Click the Fax Receive Monitor icon in the Dock to open the window. Even if the Fax Receive Monitor window is not displayed automatically, it is performing background operations such as checking for new faxes and so on.
The entry screen for user authentication is displayed on the computer every time you receive a fax.	When using a printer that is connected to the network, if the PC-FAX reception's user authentication (name and password for file sharing) is set in the printer, this screen is displayed when you save the received fax to the computer. This also happens when the authentication information set in the printer differs from the information saved in the keychain. Make the Received Fax Output Settings again, and then enter the correct user authentication information when the entry screen is displayed. Remember to select Remember this password in my keychain.

Error messages

When an error message is displayed, solve the problem by following the troubleshooting instructions.

Message	What to do
Unable to obtain printer (fax) information. Open "Print & Fax Preferences" and add the PC-FAX driver.	Add the PC-FAX driver to the printer list. Click OK in the message dialog. The add printer dialog is displayed.
Cannot open Fax Transmission Record because another FAX Utility function is already running. Please wait until it has finished and try again.	Another FAX Utility function is running. Close the other function, and then try again.
Cannot open the transmission record file. You have no access rights or the file does not exist.	Check if you have read access rights to the transmission record.
Failed to save the log file. Change the path and file name, and save it again.	Check the destination where the log file is saved.
Failed to delete the log file. Another application may be using it, or you have no access rights, or it may already have been deleted.	If a log file remains, check the access right settings or close other applications.
A printer communication error occurred.	Turn the printer off and then back on. If it does not work, wait for a while and then try again.
An error was detected while communicating with the printer.	Wait for a while and then try again.
Failed to write the backup file. There is not enough free space or it may be write protected.	Check the free space of your hard disk. Or remove the write-protection of the backup file.
Failed to write the backup file. The file specified is being used by another application.	The backup file is being used by another program. Quit other program.
Cannot recognize the file format. The file may be corrupt or created by another application.	The supported extension for the backup file is *.fpb only. Check the backup file.
Failed to read the backup file. The specified file is being used by another application.	The backup file is being used by another program. Quit other program.
Processing canceled because an error occurred.	If restarting your printer and computer does not solve the problem, contact Epson support. For contact information, refer to your printer’s manual.