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HP Officejet J4580 All-in-One Printer support

Cannot Send or Receive Faxes

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Issue

The product cannot send or receive faxes.
NOTE:Print this document for easy reference by clicking the Printable Version link in the upper right corner of this page.

Solution one: Run a fax diagnostic test

  1. Turn on the product and make sure that it is connected to the telephone jack.
  2. Make sure that there is plain, unused, white paper loaded in the input tray.
  3. Print a fax test report. Follow these steps, depending on your product model.
    • HP Officejet Pro 8500 Premier (A909n) or 8500 Wireless (A909g) All-in-One (models with the touch-screen display):
      1. Touch the Setup icon ( ) on the control panel display.
      2. Scroll to and touch Tools .
      3. Scroll to and touch Run Fax Test . A fax test report prints.
      4. Follow the instructions on the fax test report.
    • HP Officejet Pro 8500 All-in-One (model with a two-line display):
      1. Press the Setup button ( ) on the control panel.
      2. Press the Press the right (>) or left (<) arrow button until Tools displays, and then press the OK button.
      3. Press the Press the right (>) or left (<) arrow button until Run Fax Test displays, and then press the OK button. A fax test report prints.
      4. Follow the instructions on the fax test report.
        NOTE:Alternatively, you can run the faxt test report by pressing 6 and then pressing 6 again.
If the result of the fax diagnostic test is All Pass , continue with "Solution three: Use an analog telephone service."
If the fax diagnostic test indicates that it does not detect a dial tone, continue with "Solution two: Check the telephone line."

Solution two: Check the telephone line

Follow these steps to check the telephone line.

Step one: Test the telephone line

  1. Gather the following items and information.
    • The fax number for another fax that you can use to make sure the HP product is sending and receiving correctly. This fax can be in the same building, on another phone line, or at another location with someone who can assist.
      NOTE:It can also be helpful to call the person or company that is receiving the fax. That person can offer information about how the receiving fax behaves when the HP product sends a fax. This information can be valuable in determining the nature of the issue.
    • An ordinary single-line phone.
  2. Disconnect the telephone cord from the back of the product and then connect the cord to the single-line telephone.
  3. Pick up the handset and listen for a dial tone. If there is no dial tone, replace the telephone cord with another telephone cord that has only two wires at its end.
  4. After replacing the telephone cord, use the single-line telephone to check for a dial tone again.
    • If there is a dial tone, continue with the next step.
    • If there is no dial tone, contact the telephone service provider.
  5. Use the single-line telephone to dial the fax number of the receiving fax.
    • If the receiving fax answers the call, continue with the next step.
    • If the receiving fax does not answer the call, try calling another fax. If the second receiving fax does not answer the call, contact the telephone service provider.
  6. Hang up the single-line telephone.
  7. Use a second telephone line or a cellular telephone to call the telephone number assigned to the product.
    • If the single-line telephone rings and can be answered, continue with the next step.
    • If the single-line telephone does not ring, replace the telephone cable and try calling that telephone number again. If the single-line telephone still does not ring, contact the telephone service provider.

Step two: Change the product fax settings

  1. Disconnect the telephone cord from the single-line telephone, and then plug it into the 1-Line port on the back of the product.
  2. On the product control panel, follow these steps, depending on your product model.
    • HP Officejet Pro 8500 Premier (A909n) or 8500 Wireless (A909g) All-in-One (models with the touch-screen display):
      1. Touch the Setup icon ( ) on the control panel display.
      2. Scroll to and touch Basic Fax Setup or Advanced Fax Setup .
      3. Scroll to the appropriate menu option and reset the product fax settings to the settings listed in the table below.
    • HP Officejet Pro 8500 All-in-One (model with a two-line display):
      1. Using the right (>) or left (<) arrow buttons on the product control panel, select either Basic Fax Setup or Advanced Fax Setup and then press OK .
  3. Scroll to the appropriate menu option and reset the product fax settings to the settings listed in this table.
    Fax menuFax menu optionSetting
    Basic Fax SetupRings to Answer1 or 2 (At least one more than a telephone answering machine, if connected.)
    Basic Fax SetupRing VolumeMedium or Loud
    Advanced Fax SetupAnswer Ring PatternAll Rings
    Advanced Fax SetupAutomatic Reports SetupEvery Error

Solution three: Use an analog telephone service

HP fax products are designed, according to international standards, to work with traditional, analog telephone services. The product might experience some difficulties when connected to phone lines with digital services. Make sure that the product is connected to an analog telephone service.
To obtain digital services information or support, contact the telephone service provider or system administrator.

Solution four: Reinitialize the fax

  1. Without using the Power button ( ) to turn the product off, unplug the power cable from the back of the product and from the electrical outlet.
  2. Make sure that the telephone cord is fully inserted into the port on the back of the product.
  3. Reconnect the power cord to the back of the product, and then reconnect the power cord to the electrical outlet.
  4. When the product is in the ready state, try to send a fax again.
If the issue continues, continue with the next solution.

Solution five: Check the fax connections

  1. Make sure that the fax is connected directly to the telephone jack.
  2. Make sure that the telephone cord is plugged into the port on the back of the fax labeled 1-Line .
  3. You can connect any other devices that must be connected to the same telephone jack, such as a telephone or a computer, to the 2-Ext port on the back of the product.
    Figure 1: Fax only
    1 - Telephone jack
    2 - Telephone cord
    Figure 2: Fax and telephone
    1 - Telephone jack
    2 - Telephone cord
    3 - Telephone
    Figure 3: Fax and PC or modem
    1 - Telephone jack
    2 - Telephone cord
    3 - PC or modem
  4. Unplug the telephone cord and examine the end of the plug. Make sure that only two wires are visible, not four.
    Figure 4: Telephone Cord
    If only two wires are visible, replace the telephone cord with a new one containing only two wires.
    If four wires are visible, replace the telephone cord with one containing only two wires.
    If, for example, the cord containing two wires is not long enough and a cord containing four wires must be used, HP often ships a converter. The converter allows a cord with four wires to be used on a device that would otherwise require a cord with only two wires.
  5. If any cable connections have changed, try sending and receiving a fax again to make sure that the issue is resolved.

Solution six: Remove any other devices from the telephone line

  1. If any other devices, such as a telephone, a telephone answering machine, or a modem, are connected to the telephone line, remove each device.
    NOTE:Remove each device, even if the device is in another room, connected to another telephone jack, or connected using a line splitter.
  2. Connect the product to an analog telephone line by connecting one end of the two-wire telephone cord directly into the telephone jack. Then connect the other end of the telephone cable directly to the 1-Line port on the back of the product.

Solution seven: Reset the product

Perform a partial reset to restore the fax settings to the default values. You might need to reset the language and country/region settings after the partial reset is complete. To perform a partial reset, follow these steps, depending on your product model.
  • HP Officejet Pro 8500 Premier (A909n) or 8500 Wireless (A909g) All-in-One (models with the touch-screen display):
    1. Unplug the power cord from the product.
    2. Wait for 20 seconds.
    3. Press and hold # and 3 while connecting the power cord to the product.
    4. Release the buttons after the product starts up.
      The product is reset to factory defaults.
  • HP Officejet Pro 8500 All-in-One (model with a two-line display):
    1. On the product control panel display, touch the Setup icon ( ).
    2. Scroll to and touch Tools .
    3. Scroll to and touch Restore Factory Defaults . A Defaults Restored message displays, and the product is reset to factory defaults.
    4. Press the Cancel button to return to the main menu.
Try to send and receive faxes again. If the problem still exists, continue to the next solution.

Solution eight: Service the product

These steps apply to Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, you may need further assistance from HP to remedy your concern.
Please contact HP using one of the options found in Contact HP .
HP Officejet J4580 All-in-One Printer

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