A "Phone Off Hook" message is not an error. It simply indicates that a telephone receiver is off the hook (the handset is lifted) and the telephone line is open.
This message would be expected in the following situations:
- A modem on the phone line is accessing the Internet.
- A phone connected to the HP fax (or the same phone line) is using the line, or the handset has been lifted.
- A credit card machine is using the phone line.
- Another electronic device is using the phone line.
- The Start Fax button was pressed with no telephone number entered. Pressing Stop or Cancel should return the display to a ready state.
When the other device is no longer using the phone line, the display should revert to the normal message.
Checking the phone line
The most common reason for this message is when a dial-up modem is accessing the Internet on the same phone line. Just as two phone calls cannot come in at the same time, two devices cannot use the phone line at the same time.
If a broadband modem (such as DSL or ISDN) is on the same phone line and the message appears all the time, please contact your Internet provider for assistance. Even if a dial tone is present when listening to the phone line, the HP product may detect the broadband data connection at the higher line frequencies. Broadband modems must have a line filter installed to work correctly. Contact the telephone company for assistance.
Please follow the directions below to verify functionality.
- Verify that the phone cable going into the HP fax product from the wall jack is a two-conductor cable type, not four-conductor. A two-conductor cable, like the one that ships with the HP product, has two copper leads in the connector. The connectors are usually clear, making it possible to see how many copper leads are inside the cable. Replace a four-conductor cable with a two-conductor cable.
- Disconnect the phone cable from the back of the HP product and the message should clear. If the message does not clear, unplug the power cable from the back of the unit, wait 15 seconds, and then plug in the power cable. If the message persists, see the "Problem still exists" section below.
- Disconnect the phone cable from the HP product and connect it to a single line phone. Pick up the handset and listen for a dial tone. If no dial tone is present, replace the phone cable. If a dial tone is still not present, a problem exists with the phone system. Continue with the steps below if a dial tone is present.
- Plug the phone cable back into the HP product and hang up any phones with a lifted handset.
- Disconnect, one at a time, other phones and devices using the same phone line. Check the HP product display after disconnecting each phone or device. If the message clears after disconnecting a phone or device from the line, the problem is with that phone or device.
- If the message still exists after unplugging all other phones or devices, see the "Problem still exists" section below.
Problem still exists
If the problem still exists after performing the steps above, the line interface unit (LIU), the part that the phone line plugs into, may be defective or the HP product may need to be serviced.
Click How to Buy on this page to order replacement parts.