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HP Photosmart C6180 All-in-One Printer Troubleshooting

'Fax Scan Failed' Message Appears on the Computer in Windows When Faxing from HP Solution Center

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Issue

A 'Fax Scan Failed' message displays on the computer when using HP Solution Center to fax a document from the automatic document feeder (ADF) or the scanner glass.

Solution

Follow these steps in the order presented to resolve the issue.
The solution to this issue includes multiple steps, including steps to restart the computer. This page closes when the computer restarts. HP recommends that you bookmark or add this page to your Favorites in your Web browser. After the computer restarts, open your Web browser and select this bookmark (favorite) to continue the steps. You can also print this page, or save a copy to your computer.
NOTE:Do not restart the computer now. Wait until prompted to do so in the instructions.

Step one: Test the hardware

Follow these steps to test the copy, scan, and fax functions using the product control panel.
  1. Place an original document on the scanner glass or in the automatic document feeder (ADF). Use the control panel on the product to copy the original.
  2. Place the same original back on the scanner glass or in the ADF. Send a test fax using the control panel on the product.
  3. Place the same original on the scanner glass or in the ADF again. Use the control panel on the product to scan the document.
    If a scan error message displays on the computer, click here to continue troubleshooting scan issues (c00040499) (in English). Otherwise, continue to the next step.

Step two: Check the settings in HP Solution Center

Follow these steps to make sure that the settings in HP Solution Center software are correct.
  1. Open HP Solution Center:
    • Windows XP: Click Start , click All Programs , point to HP , and then click HP Solution Center .
    • Windows Vista: Click the Windows icon ( ), click All Programs , point to HP , and then click HP Solution Center .
  2. Make sure that the correct product is selected on the Select device tab.
    Figure 1: Example HP Solution Center screen
    1 - Product name
    2 - Status button
    3 - Tab showing other device
  3. Click the Status button.
  4. Look for another tab with a copy number indicating a copy of the product, and then click the tab.
  5. On the copy tab, click Status .

Step three: Check the USB connection

Follow these steps to check the USB connection between the computer and the product.
  1. Make sure the USB cable is plugged all the way into the product.
  2. Make sure the USB cable is plugged all the way into the computer.
  3. Make sure the USB is connected correctly. The USB icon ( ) generally faces up when the cable is correctly connected.
  4. In HP Solution Center, click Status .

Step four: Fax from a different program

Follow these steps to fax a document from another program.
  1. Create a test document in any program that can be printed from, like Microsoft Word.
  2. Click the File menu, and then click Print .
  3. From Name drop-down list, click the appropriate fax product, and then click Print . The Send Fax window opens.
  4. In the Send Fax window, type the appropriate Fax To information, and then click Send Fax .
    • If the fax was successful , there might be a problem with the HP Solution Center software. You can continue using another program to fax, or you can continue to the next steps to uninstall and reinstall the software.
    • If the fax was unsuccessful , continue to the next step.

Step five: Uninstall the HP Solution Center software

Follow these steps to uninstall the HP Solution Center software.
  1. Unplug the USB cable from the back of the product.
  2. Press the Power button ( ) to turn off the product.
  3. Open the uninstaller:
    • Windows XP: Click Start , click All Programs , click HP , click the name of the appropriate product, and then click Uninstall .
    • Windows Vista: Click the Windows icon ( ), click All Programs , click HP , click the name of the appropriate product, and then click Uninstall .
    The Uninstall window opens.
  4. Follow the on-screen instructions to uninstall the software.
    CAUTION:Do not remove any shared files. Other programs that use these files might not work correctly if the files are deleted.
  5. Restart the computer, and then continue to the next step to reinstall the software.

Step six: Reinstall the HP Solution Center Software

Depending on whether the CD that came with the product is available, use one of these methods to reinstall the software. After reinstalling the software, try faxing again.

Method one: Reinstall the software using the product CD

  1. Close all programs running on the computer.
  2. Turn off any virus-protection software on the computer.
    NOTE:Consult the virus-protection software manufacturer or support documentation for assistance disabling the software.
  3. Open the computer CD-ROM drive and insert the HP software CD. Close the CD-ROM drive.
  4. Follow the on-screen instructions to install the software.
    NOTE:If the installation screen does not display when the HP software CD is inserted into the CD-ROM drive and the drive is closed, click Start and then click Run . In the Open text box, type D:\Setup.exe , where D is the letter of the CD-ROM drive, and then click OK .
  5. When the software is installed, turn on the virus-protection software.

Method two: Download the software from the Web

  2. Type the product number in the search field, and then click Submit ( ).
  3. If necessary, click the link for your product model number.
  4. Click your operating system.
  5. Under Drivers , click HP Full Feature Software and Drivers .
  6. Follow the on-screen instructions to reinstall the software.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.

Step seven: Install the product on another computer

If possible, try installing the product on another computer. This includes installing the hardware and software.
For specific steps on how to set up the hardware and obtain and install the software, consult the documentation that came with your product. If you do not have the documentation, search for support documentation on the HP Web site.

Step eight: Contact HP

If you have completed all the steps listed above and are still experiencing a problem, contact HP to troubleshoot registry editions and advanced software uninstallation and reinstallation.