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Cannot Send or Receive Faxes

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Issue

The product cannot send or receive faxes.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
Important : Before you begin working through the solutions in this document, first run a fax test report to determine the faxing status on the product and whether or not the product is configured correctly to send and receive faxes.

Run a fax test

Use the following steps to make sure that the fax is set up correctly.
  1. On the product control panel, press the Setup button ( ).
  2. Press the button ( ) next to the Down Arrow ( ) until Fax Setup displays next to OK , and then press the button next to OK .
  3. Press the button next to the Down Arrow ( ) until Fax Tools displays next to OK , and then press the button next to OK .
  4. Press the button next to the Down Arrow ( ) until Run Fax Test displays next to OK .
  5. Press the button next to OK to print the report.
  6. Review the report.

Solution one: Check the fax connections and phone jack

Use the following steps to check the physical connections and phone jack. Depending on your fax configuration you might have other connections to check, such as those to and from an answering machine, filter, splitter, etc. Make sure that all connections are securely connected.

Step one: Check the phone jack and physical connections

  1. Make sure that the phone jack is functional by plugging in a standard phone to the desired phone jack and listening for a dial tone. If no dial tone is present, contact your phone service provider and do not proceed with the steps in this document.
  2. Using the phone cord and any adapters that shipped with the product, make sure that the phone cord is securely connected to the phone jack in the wall.
  3. Make sure that the other end of the phone cord that came in the box is connected to the port labeled 1-LINE on the rear of the HP fax product.
    Figure 1: Connect the product
    Image: Connect the roduct
    1 - Phone jack
    2 - Phone cord that came with the product
  4. Once you have made sure all connections work, proceed to the next step.

Step two: Run a fax test

Use the following steps to make sure that the fax is connected correctly.
  1. On the product control panel, press the Setup button ( ).
  2. Press the button ( ) next to the Down Arrow ( ) until Fax Setup displays next to OK , and then press the button next to OK .
  3. Press the button next to the Down Arrow ( ) until Fax Tools displays next to OK , and then press the button next to OK .
  4. Press the button next to the Down Arrow ( ) until Run Fax Test displays next to OK .
  5. Press the button next to OK to print the report.
  6. Review the report.

Step three: Check the product's fax modem

  1. Connect a single-line phone cord to the 2-EXT port on the rear of the HP fax product.
  2. Pick up the phone receiver, and then listen for a dial tone. Make sure that you can dial out using the phone keypad on the HP fax product.
    • If there is a dial tone and you can dial out using the phone, the HP fax product is connected correctly to a working phone cord and phone jack. Try to send or receive a fax again.
      • If you can send or receive a fax , you do not need to continue troubleshooting.
      • If you cannot send or receive a fax or faxing fails intermittently, continue to the next solution.

Use the HP Fax Test Service

Follow these steps to use the HP Fax Test Service to try and send or receive a fax.
The purpose of the HP Fax Test Service is to find out if a problem exists with sending and receiving faxes with your product. This service is available in the U.S. only . The HP Fax Test Service receives the fax, and then returns the fax to the number contained in the fax header.
NOTE:Non U.S. customers can simply try sending or receiving a fax again from the initial location where it failed to test functionality.
Follow these steps to use the HP Fax Test Service.
  1. Make sure that the fax header contains the full 10-digit telephone number of your HP fax product, including the area code.
    1. On the product control panel, press the Setup button ( ).
    2. Press the button ( ) next to the Down Arrow ( ) until Fax Setup displays next to OK , and then press the button next to OK .
    3. Press the button next to the Down Arrow ( ) until Basic Setup displays next to OK , and then press the button next to OK .
    4. Using the keypad, type your name or company name in the Enter name: field, and then press the button next to OK .
    5. Using the keypad, type your fax number in the Enter number: field, and then press the button next OK . The Basic Setup menu displays again.
    6. Touch the Home icon ( ) to return to the main menu.
  2. Send a one-page, black-and-white test fax to 1-888-HPFaxMe (1-888-473-2963). The return fax should arrive within 5 to 7 minutes.
    • If the HP product receives the return fax without any problems, and the failed fax recipient can receive faxes from your product, you do not need to continue troubleshooting.
    • If the HP product receives the return fax successfully, but sending still fails intermittently or fails for one recipient, continue to the next solution.
NOTE:For more information about the HP Fax Test Service, go to Testing Your HP Fax Machine with the HP Fax Test Service .

Solution two: Configure the fax for sending and receiving

Important : The following options provide basic information for connecting your device to two types of phone service. For best results when connecting your HP fax product, HP recommends that you review the complete instructions for configuring your product.
Click here for complete instructions on how to set up your HP fax product to send and receive faxes.
Select one of the following connection options for your telephone service. If your connection method isn’t listed, please review the complete fax setup instructions.
NOTE:Because HP fax products are designed to work with ordinary analog telephone service, HP cannot guarantee that the HP fax product will work with a VoIP service.
Use these steps to change the fax speed to a lower speed.

Step one: Change the fax speed to a lower speed.

  1. On the product control panel, press the Setup button ( ).
  2. Press the button ( ) next to the Down Arrow ( ) until Fax Setup displays next to OK , and then press the button next to OK .
  3. Press the button next to the Down Arrow ( ) until Advance Setup displays next to OK , and then press the button next to OK .
  4. Press the button next to the Down Arrow ( ) until Fax Speed displays next to OK , and then press the button next to OK .
  5. Press the button next to the Down Arrow ( ) until the desired speed displays next to OK , and then press the button next to OK .
  6. Touch the Home icon ( ) to return to the main menu.

Step two: Turn off Error Correction

  1. On the product control panel, press the Setup button ( ).
  2. Press the button ( ) next to the Down Arrow ( ) until Fax Setup displays next to OK , and then press the button next to OK .
  3. Press the button next to the Down Arrow ( ) until Advance Setup displays next to OK , and then press the button next to OK .
  4. Press the button next to the Down Arrow ( ) until Error Correction displays next to OK , and then press the button next to OK .
  5. Press the button next to the Down Arrow ( ) until Off displays next to OK , and then press the button next to OK .
  6. Touch the Home icon ( ) to return to the main menu.
If you have a Digital Subscriber Line (DSL)
Digital lines that are provided by telephone companies to local subscribers that carry data at high speeds.
Internet service, make sure that you have a DSL filter installed. If you do not have a DSL filter, contact your DSL provider to find out where you can buy one.

Step one: Connect the product to the DSL

  1. Obtain the following item:
    • A DSL filter and phone cord from your DSL provider
      Figure 2: Example of a DSL filter
      Image: Example of a DSL filter
  2. Connect the phone cord that came in the box with the product between the 1-LINE port on the rear of the product and the DSL filter.
  3. Connect the cord on the DSL filter to the phone jack.
    Figure 3: Connect the DSL filter
    Image: Connecting the DSL filter
    1 - Phone jack
    2 - DSL filter
    3 - Phone cord that came with the product
  4. Set the HP product to Auto Answer so that the product answers fax calls automatically.
    1. On the product control panel, press the Setup button ( ).
    2. Press the button ( ) next to the Down Arrow ( ) until Fax Setup displays next to OK , and then press the button next to OK .
    3. Press the button next to OK again to select Auto Answer .
    4. If necessary, press the button next to the Down Arrow ( ) until On displays next to OK , and then press the button next to OK .
    5. Touch the Home icon ( ) to return to the main menu.

Step two: Change the Rings to Answer setting

  1. On the product control panel, press the Setup button ( ).
  2. Press the button ( ) next to the Down Arrow ( ) until Fax Setup displays next to OK , and then press the button next to OK .
  3. Press the button next to the Down Arrow ( ) until Basic Setup displays next to OK , and then press the button next to OK .
  4. Press the button next to the Down Arrow ( ) until Rings to Answer displays next to OK , and then press the button next to OK .
  5. Press the button next to the Plus sign ( + ), or the Minus sign ( - ) until the desired number of rings displays next to OK , and then press the button next to OK .
    NOTE:The desired number of rings will be based on your particular fax configuration. For additional information, please review the complete fax setup instructions.
  6. Press the Home icon ( ) to return to the main menu.

Step three: Change the distinctive ring pattern setting

NOTE:Only set a distinctive ring pattern if you’ve previously added distinctive ring service through your telephone service provider, as it is not a standard service. For more information, contact your telephone service provider.
  1. On the product control panel, press the Setup button ( ).
  2. Press the button ( ) next to the Down Arrow ( ) until Fax Setup displays next to OK , and then press the button next to OK .
  3. Press the button next to the Down Arrow ( ) until Advanced Setup displays next to OK , and then press the button next to OK .
  4. Press the button next to OK to select Distinctive Ring .
    A message displays stating that this setting should not be changed unless you have multiple numbers on the same phone line.
  5. Press the button next to OK , and then press the button next to Yes to continue.
  6. Select one of the following options.
    • Scroll to, and then select the ring pattern assigned by your telephone company to fax calls.
    • Select Auto Detect , and then follow the instructions on the product's control panel.
  7. Press the Home icon ( ) to return to the main menu.
  8. Try to send or receive a fax again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Temporarily remove any other devices from the phone line and reset the product

Use the following steps to remove any other devices from the phone line, and then reset the product.

Step one: Remove any other devices from the phone line

  1. If any other devices, such as a phone, a telephone answering machine, or a modem, are connected to the phone line, remove each device.
    NOTE:Remove each device even if the device is in another room connected to another phone jack or connected using a line splitter.
  2. Connect one end of the phone cord that came in the box with the product to the phone jack, and then connect the other end of the cord that came with the product to the port labeled 1-LINE on the rear of the HP fax product.
    Figure 4: Connect the product
    Image: Connect the product
    1 - Phone jack
    2 - Phone cord that came with the product

Step two: Reset the product

  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.
  8. Try to send or receive a fax again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Service the product

If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty , contact HP.
  • If your product is out of warranty , fees might apply for contacting HP.

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