Jump to content

Troubleshooting Fax Issues

  • PrintPrint

Issue

Faxing capabilities on the product are not working.

Solutions

For the best results when troubleshooting fax issues, make sure the line from the product is plugged directly into the wall telephone port. Disconnect other devices that are connected to the product.
After completing each solution, try sending the fax again to see if you resolved the error.

Solution one: Update the firmware

Follow these steps to update the product firmware.

Step one: Print a configuration page

  1. Press the Setup button ( ).
  2. Select Reports , select Config report , and then press OK .
    The Configuration Report prints.

Step two: Compare firmware versions

Follow these steps to download the firmware update and save it to your computer.
  1. Turn the product on.
  2. Open a new window to browse to the Select Software and Drivers page:
    1. Right-click this link, Select Software and Drivers , and then click Open in New Window .
    2. If prompted, type your product number. You might also need to click it in a list of similar products.
    3. Click your operating system.
      The Select Software and Drivers page opens.
  3. In the Firmware section, locate the Version field.
    • If the version matches the firmware datecode from the Configuration Report, you have the most current version. Skip to 'Method two: Check the fax ports.'
    • If the values are different, continue these steps to update to the latest firmware version.
  4. Click Firmware Update .
  5. Click Download only .
  6. Click Run , and then follow the on-screen instructions to install the firmware.

Solution two: Check the fax ports

Make sure the telephone cord is plugged directly from the wall telephone port into the fax port.
Figure 1: The cord plugs directly from the wall to the fax port
Illustration of the telephone ports on the back of the product

Solution three: Check the telephone line

Follow these steps to check the telephone line.
  1. Unplug the telephone cord from the back of the product.
  2. Plug the telephone cord into a telephone.
  3. Listen for a dial tone.
    • If the telephone line has a dial tone, reconnect it in the correct port on the back of the product.
    • If you do not have a dial tone, try a different telephone cord or use another telephone outlet.

Solution four: Run the Fax Setup Utility

Follow these steps to run the Fax Setup Utility
  1. Open the Fax Setup Utility to make sure the product is configured correctly.
    • Windows XP: On the Windows taskbar, click Start , click All Programs , point to HP , and then click Fax Setup Utility .
    • Windows Vista: On the Windows taskbar, click the Windows icon ( ), click All Programs , point to HP , and then click Fax Setup Utility .
  2. Follow the on-screen instructions to set up the fax.

Solution five: Check for an analog fax line

HP products support faxing on an analog telephone line. Consult the sections below that correspond to your teletelephone and Internet services.

ISDN or digital PBX telephone services

Contact your service provider to configure an analog fax line.

VOIP telephone service

  1. Contact your Internet service provider to make sure faxing is supported.
    NOTE:With some companies, an adapter might be necessary.
  2. Contact your VOIP provider for recommended fax modem speed.
  3. Press the Setup button ( ).
  4. Select Fax setup , select All faxes , select Fax speed , and then select the speed suggested by your VOIP provider.

DSL Internet service

If your telephone line is bundled with DSL Internet service, a high-pass filter is required on the telephone line your product uses. Contact the DSL service provider or purchase a DSL filter if you do not have one.
NOTE:If you have a high-pass filter installed, try another filter. High-pass filters can be defective.

Solution six: Resolve error messages that appear on the display

If a specific error message appears on the display panel, go to An Error Message Appears on the Display (c01756193) (in English), and then search for your error message.

Solution seven: Resolve issues when receiving faxes

If you can send, but cannot receive faxes, change the following settings:

Step one: Change the ECM setting

Video of changing the ECM setting

The following video demonstrates the steps to change the ECM setting. The product in the video might not look exactly like your product, but the steps are the same.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. Press the Setup button ( ).
  2. Use the Arrow keys ( ) to select Fax setup , select All faxes , select Error correction , select On , and then press OK .
    NOTE:Turning off Error Correction Mode (ECM) reduces image quality.

Step two: Change the fax speed

  1. Press the Setup button ( ).
  2. Use the Arrow keys ( ) to select Fax setup , select All faxes , select Fax speed , select Slow , and then press OK .
If the issue persists when receiving faxes, go to Unable to Receive Faxes (c01756315) (in English), and then find the product's symptom.

Solution eight: Resolve issues when sending faxes

If you can receive, but cannot send faxes, change the following settings:

Step one: Change the ECM Setting

  1. Press the Setup button ( ).
  2. Use the Arrow keys ( ) to select Fax setup , select All faxes , select Error correction , select On , and then press OK .
    NOTE:Turning off Error Correction Mode (ECM) reduces image quality.

Step two: Change the fax speed

Video of changing the fax speed

The following video demonstrates the steps to change the fax speed. The product in the video might not look exactly like your product, but the steps are the same.
If you have trouble viewing the video, or to the view the video in a different size, click here to play the video on YouTube.
  1. Press the Setup button ( ).
  2. Use the Arrow keys ( ) to select Fax setup , select All faxes , select Fax speed , select Slow , and then press OK .
If the issue persists when sending faxes, go to Unable to Send Faxes (c01756202) (in English), and then find the product's symptom.

Solution nine: Check for proper device setup

If you are having trouble connecting other devices on the same line as the product, such as an answering machine or telephone, go to Troubleshooting Fax Setup (c01756216) (in English), and then find the product's symptom.

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
HP.comHP on FacebookHP on TwitterHP on YouTubeHP on Linked InHP on FlickrHP on Google+