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Cannot Send or Receive Faxes over a Phone Line with a Cable Modem

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Issue

The product fails to send or receive faxes over a cable modem.
NOTE:HP designs its products specifically for use with traditional analog phone services. HP cannot guarantee that HP products work if connected to a cable modem.
This information is provided as a courtesy to help troubleshoot issues related to faxing over a phone line with a cable modem. Contact your cable service provider to make sure they support faxing over a phone line with a cable modem, or to discuss setup options.
A cable modem is a type of network bridge that provides bi-directional data communication via radio frequency channels on a cable television infrastructure (CATV). Cable modems take advantage of the high bandwidth of a cable television network to deliver broadband Internet access in the form of cable Internet.
1 - Cable modem

Solution one: Check the phone cord connection configuration

Use the phone cord that came packaged with the product. Make sure the phone cord correctly connects to the product and the phone socket (RJ-11) of a cable modem:
  • If the HP product does not share the phone line with another device such as a phone, answering machine, or modem, make sure the phone cord plugs directly into the Line ( ) port on the HP product and into the cable modem phone socket (RJ-11).
    Figure 1: Configuration of product and modem (no shared phone line)
    Illustration: Configuration of product and modem (no shared phone line)
    1 - Cable modem
    2 - Fax cable
    3 - TV cable
  • If the HP product shares the phone line with other devices such as a phone, answering machine, or modem, make sure that the additional devices plug into the Telephone ( ) port on the HP product.
    Figure 2: Configuration of product, modem, and other device (shared phone line)
    Illustration: Configuration of product, modem, and other device (shared phone line)

Solution two: Check the voicemail settings

Make sure voice mail service is not enabled on the fax line and mistakenly answering the fax calls.
If you connect an answering machine to the line, make sure it plugs into the Telephone ( ) port on the product.

Solution three: Try a different phone cord

Try a different phone cord in your applicable connection configuration.
  • If the product successfully sends or receives faxes with a different phone cord, your previous phone cord might be faulty.
  • If the product does not send or receive faxes , contact your cable service provider for more troubleshooting options.

Solution four: Perform a power reset

Follow these steps to perform a power reset.
  1. Press the Power button ( ) to turn on the product.
  2. With the product turned on , disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button ( ) to turn it on.

Solution five: Adjust the fax settings

Follow each of these steps to adjust the fax settings. Try to send or receive a fax after you try each step. If one of the steps fixes the issue, there is no need to continue troubleshooting.

Step one: Disable the Error Correction Mode

Follow these steps to disable the Error Correction Mode:
  1. Press Setup on the product control panel.
  2. Scroll through the Setup menu, select Fax setup , and then press OK .
  3. Scroll through the Fax setup menu, select All faxes , and then press OK .
  4. Scroll through the All faxes menu, select Error correction , and then press OK .
  5. Select the Off option, and then press OK .
  6. Try again to send or receive a fax.
    • If these steps resolved the issue , and you successfully send or receive a fax , there is no need to continue troubleshooting.
    • If the issue persists , continue with the next solution.

Step two: Adjust the fax transmission speed

The fax speed setting is the modem protocol that the product uses to send faxes. Contact your ISP for information on what fax modem speeds it supports, and then follow these steps to adjust the fax transmission speed:
  1. Press Setup on the product control panel.
  2. Scroll through the Setup menu, select Fax setup , and then press OK .
  3. Scroll through the Fax setup menu, select All faxes , and then press OK .
  4. Scroll through the All faxes menu, select Fax speed , and then press OK .
  5. Select the appropriate fax speed recommended by your ISP, and then press OK .
  6. Try again to send or receive a fax.
    • If these steps resolved the issue , and you successfully send or receive a fax , there is no need to continue troubleshooting.
    • If the issue persists , continue with the next solution.

Step three: Adjust the fax resolution

Follow these steps to adjust the fax resolution:
  1. Press Setup on the product control panel.
  2. Scroll through the Setup menu, select Fax setup , and then press OK .
  3. Scroll through the Fax setup menu, select Fax Send setup , and then press OK .
  4. Scroll through the Fax Send setup menu, select Def. Resolution or Def. Light/dark , and then press OK .
  5. Select a resolution different from the one currently set; for example, if the current resolution is Very Fine , select Standard .
  6. Press OK to save the selection.
  7. Try again to send or receive a fax.
    • If these steps resolved the issue , and you successfully send or receive a fax , there is no need to continue troubleshooting.
    • If the issue persists , continue with the next solution.

Solution six: Test the fax on an analog phone line

Test the fax on a standard analog phone line. If the product works properly, contact your cable service provider for more options to improve the ability to send and receive faxes over a phone line with a cable modem.

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