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HP Officejet 6500 Wireless All-in-One Printer - E709n support

Can Send Faxes But Cannot Receive Them

  • PrintPrint

Issue

The product cannot receive a fax, but it sends faxes successfully. All other functions work correctly.

Solution

There are several possible solutions to resolve this issue. Start with the first solution and then proceed to the other solutions in the order presented until the issue is resolved. When the issue has been resolved, there is no need to continue with this document any longer.

Solution one: Use the HP Fax Test Service

HP has a Fax Test Service number to test HP fax products. This is available in the U.S. only. The telephone number for this service is 1-888-HPFaxme (1-888-473-2963). The fax service receives faxes and returns faxes within 5 to 7 minutes to the number contained in the fax header.
  1. Make sure that the fax header contains the full 10-digit telephone number of your HP fax product, including the area code.
    To modify the fax header, use the following instructions.
    On the product control panel, press the setup button ( ).
    Press Basic Fax Setup and then press Fax Header .
    Type personal or company information using the keypad and then press the OK button ( ).
    Type the phone number, including area code, for your HP fax product and then press the OK button ( ).
  2. Dial 1-888-HPFaxme and send a fax to the HP Fax Test Service.
  • If a return fax arrives within 5 to 7 minutes, the product is receiving and you are done with this document and do not need to proceed.
  • If a return fax does not arrive, there might be an issue with the HP fax product. Proceed to 'Solution two: Run a fax diagnostic test.'
For more information about the HP Fax Test Service, go to Testing Your HP Fax Machine with the HP Fax Test Service (c00259105).

Solution two: Run a fax diagnostic test

  1. Press the power button ( ) to turn off the product.
  2. Wait 20 seconds.
  3. Press the power button ( ) to turn on the product and then make sure that the product is correctly connected to the telephone jack.
  4. Make sure that there is plain white paper in the input tray.
  5. On the product control panel, press the setup button ( ).
  6. Use the right arrow key ( ) to select Tools and then press the OK button ( ).
  7. On the Tools menu, use the right arrow key ( ) to select Run Fax Test and then press the OK button ( ). The product prints a test report.
  8. Review the results of the test.
    • If the test lists faxing issues and solutions, the fax test failed. Follow the steps on the printout to troubleshoot the issue. This report is specific to your product and faxing environment, so use the solutions on the report to resolve the listed faxing issues. Repeat the fax test after fixing the listed faxing issues to make sure that the test passes. Use the HP Fax Test Service to try to receive a fax. If the HP fax product still cannot receive a fax, proceed to 'Solution three: Make sure that the Auto Answer feature is turned on.'
    • If the test does not show faxing issues and solutions, the fax test passed. Proceed to the next solution.
NOTE:For more information on how to interpret the fax test page, go to Printing and Interpreting a Fax Diagnostic Page (c00261105).

Solution three: Make sure that the Auto Answer feature is turned on

When the Auto Answer feature is on, the HP fax product automatically answers incoming fax calls. When off, the HP fax product does not answer any incoming fax calls. To turn on the Auto Answer feature, follow these steps.
  1. Press Auto Answer on the product control panel. When the Auto Answer button is lit, the feature is turned on.
  2. Try to receive a fax.
If the HP fax product still cannot receive a fax, proceed to the next solution.

Solution four: Make sure that there are no conflicting telephone services

The following telephone company services might block or interfere with incoming faxes.
  • Voice mail
  • Privacy block
  • Security screen
  • Anonymous call rejection
  • Privacy manager
  • Call waiting
  • Any other service that screens or intercepts incoming calls
If any of these services are on the telephone line connected to the HP fax product, contact the telephone service provider for its recommended solution. A distinctive ring service, if it is available from the telephone service provider, often resolves this issue.
Do not use a call-waiting service on the same line connected to the product. The click sound caused by an incoming call can cause the fax to fail.
It is possible to use the product in Manual receive mode while using a Voice Mail service. For using the product in Manual receive mode, turn off Auto Answer and press the Start Fax button on the control panel before the Voice Mail picks up the line to start receiving the fax.
After addressing any existing conflicting telephone services, use the HP Fax Test Service to try to receive a fax.
If the HP fax product still cannot receive the fax, proceed to the next solution.

Solution five: Check for Distinctive ring

Distinctive ring is an optional service that is available from most telephone companies. (The service is sometimes called RingMaster or IdentaRing.) This service allows one telephone line to have multiple telephone numbers. Each telephone number has a distinctive ringing sound (a single ring, double ring, or triple ring). When a distinctive ring option is selected from the fax setting, the product answers the phone only when it detects the selected ring pattern.
NOTE:Faxes cannot be received when the telephone line is in use with the main telephone number. Even though the HP fax product has a separate telephone number, it is still sharing the same telephone line.
With the distinctive ring service, adjust the HP fax product to match the ring pattern assigned to the fax number.
  1. On the product control panel, press the setup button ( ).
  2. Use the right arrow key ( ) to select Advanced Fax Setup and then press the OK button ( ).
  3. On the Advanced Fax Setup menu, use the right arrow key ( ) to select Distinctive Ring and then press the OK button ( ).
  4. Set the ring pattern to match the actual ring pattern used for the fax line.
If the ringing line has a different ring pattern than expected, the distinctive ring service might not be set up correctly. Refer to the telephone service or set the product to answer all rings.
After setting the HP fax product to match the ring pattern, use the HP Fax Test Service to try to receive a fax. If the HP fax product still cannot receive the fax, send a fax to another fax machine to make sure the line does ring in the pattern expected.
If the ringing fax line does ring in the expected pattern, proceed to the next solution.

Solution six: Check VoIP digital phone line

NOTE:If using an analog telephone service, go to 'Solution seven: Troubleshooting the HP fax connection to an answering machine.'
Using a VoIP digital telephone service can cause faxing to fail because fax transmissions are sensitive to the timing of the signals used to transmit the fax. If using a VoIP digital telephone line is necessary, changing the Fax Speed Adjustment setting to Medium might improve the ability to send a fax over a VoIP telephone line.
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 adjustment to a lower speed.
  1. On the product control panel, press the setup button ( ).
  2. Use the right arrow key ( ) to select Advanced Fax Setup and then press the OK button ( ).
  3. Use the right arrow key ( ) to select Fax Speed and then press the OK button ( ).
  4. Use the right arrow key ( ) to select Medium and then press the OK button ( ).
  5. Use the HP Fax Test Service to try to receive a fax again.
    If the HP fax still cannot receive a fax, try lowering the fax speed even further. If needed, contact the VoIP provider as they might have options to improve the ability to send and receive faxes over VoIP telephone service.
Try to receive a fax. If the HP fax product still cannot receive a fax, proceed to the next solution.

Solution seven: Troubleshooting the HP fax connection to an answering machine

NOTE:If the HP fax product is not currently connected with and is not going to be connected with a telephone answering machine (TAM), go to 'Solution eight: Turn on the fax error code reporting'.

Step one: Make sure that the connection between the HP fax and the answering machine is configured correctly

  1. Connect one end of a two-wire telephone cord to the telephone jack and then connect the other end of the cord to the port labeled 1-Line on the back of the HP fax product.
  2. Connect one end of the telephone cord for the answering machine to the port labeled 2-Ext on the back of the product and then connect the other end of the telephone cord to the answering machine.
  3. If a telephone needs to be connected directly to the answering machine, connect a third telephone cord to a port on the answering machine, and then connect the other end of the cord to the telephone.
Figure 1: Example fax with answering machine and telephone
1 - Telephone jack
2 - Two wire phone cord
3 - Answering machine
4 - Telephone

Step two: Change the Rings to Answer setting on the HP fax

After connecting the HP fax product with a telephone answering machine (TAM), set the Rings to Answer setting on the HP fax product to a number that is at least two greater than the TAM setting. For example, if the TAM is set to answer on four rings, the HP fax product should be set to answer on six rings.
Use these steps to change the Rings to Answer setting.
  1. On the product control panel, press the setup button ( ).
  2. Use the right arrow key ( ) to select Basic Fax Setup and then press the OK button ( ).
  3. Use the right arrow key ( ) to select Rings to Answer and then press the OK button ( ).
  4. Use the right arrow key ( ) to select the desired number of rings and then press the OK button ( ).
NOTE:For more information on how to setup the HP fax product with a TAM, go to Using the Product with a Telephone Answering Machine (TAM) (buu04072).

Step three: Record an outgoing message on the answering machine

When recording the outgoing message (OGM) on the telephone answering machine (TAM), the voice portion should be at least 10 seconds long, but no longer than 20 seconds. Record 5 to 7 seconds of silence at the end of the voice portion of the outgoing message. Consult the answering machine manufacturer manual for specific instructions on recording and re-recording messages. Record the outgoing message with minimal or no background noise as this can cause interference when the fax is eavesdropping on the TAM, causing the fax to not answer.
Use the HP Fax Test Service to try to receive a fax. If the HP fax product still cannot receive a fax, proceed to the next solution.

Solution eight: Turn on the fax error code reporting

The HP fax product can report a three digit error code if it detects an error condition when sending or receiving faxes. Turn on the fax error reporting to determine the error code.
  1. On the product control panel, press the setup button ( ).
  2. Use the right arrow key ( ) to select Print Report and then press the OK button ( ).
  3. Use the right arrow key ( ) to select Fax Error Report .
  4. Use the right arrow key ( ) to select Send and Receive and then press the OK button ( ).
  5. After turning on error reporting, try to receive a fax.
  6. Check the Fax error report (if an error occurs) for 3-digit fax code.
  7. If the error code instructs to turn off Error Correcting Mode (ECM), use the following steps.
    CAUTION: Turning off ECM might disable certain features of the product, such as color fax capabilities. ECM should be turned off for only specific reasons and as a temporary fix.
    On the product control panel, press the setup button ( ).
    Use the right arrow key ( ) to select Advanced Fax Setup , and then press the OK button ( ).
    Use the right arrow key ( ) to select ECM , and then press the OK button ( ).
    Use the right arrow key ( ) to select Off , and then press the OK button ( ).
Use the HP Fax Test Service to try to receive a fax. If the HP fax product still cannot receive a fax, turn ECM back on and then proceed to the next solution.

Solution nine: Test with a simple connection

  1. Plug the telephone cord directly into the telephone jack, and not through any other device.
  2. If present, remove any splitters or other devices attached to the line, except for a digital subscriber line (DSL) filter.
  3. If the phone cord is over 3 m (10 ft) long, move the product closer to the phone jack and use a cord 3 m (10 ft) long or shorter.
  4. Connect the telephone cord directly to the back of the HP fax product into the port labeled 1-Line.
    Figure 2: Connect the telephone cord to the correct port
    1 - Telephone jack
    2 - Telephone cord - plug into the 1-Line port
  5. If other devices, such as telephone answering machines or computer modems, are attached to the phone line, remove them. If devices attached to other extensions of the same phone line are present, remove them for this test.
    NOTE:Each device on the phone line has a ringer equivalence number. The ringer equivalence number (REN) determines the number of devices that can be connected to a particular telephone line. In most areas, the sum of the RENs on any one line should not exceed five (5.0). If too many devices are attached, they might not ring properly and the HP fax product might not detect the ring.
  6. Use the HP Fax Test Service to try to receive a fax.
    If removing telephone devices and connections allows the HP fax product to receive faxes, this indicates interference from one or more of the removed devices. Interference can be caused by incompatibility or by using too many other telephone devices at once. Telephone devices can be added back but test after adding each to make sure that they do not start to interfere again.
    If the HP fax product still cannot receive a fax after removing other devices, continue to step 7.
  7. If a DSL filter is needed on the telephone line, change the DSL filter and then try to receive a fax. If the HP fax product still cannot receive a fax, continue to step 8.
  8. If a new telephone cord has not been tried, change the telephone cord to a new two-wire telephone cord and then try to receive a fax again.
If the HP fax product still cannot receive a fax, continue to the next solution.

Solution ten: Perform a partial reset

A partial reset of the HP fax product returns all fax settings to the default values.
CAUTION:Performing a partial reset might remove all speed dials and other fax settings. It might be necessary to reset the language and country/region settings after the partial reset is complete. Perform a partial reset only as a last resort.
  1. Disconnect the power cord from the back of the product.
  2. Wait 20 seconds and then press and hold # and 3 on the product control panel.
  3. Connect the power cord to the back of the product and then release the buttons when the product turns on.
    The HP fax product resets to factory defaults.
Use the HP Fax Test Service to try to receive a fax. If the HP fax product still cannot receive a fax, continue to the next solution.

Solution eleven: Test in another location

If possible, move the HP fax product to another location with a separate telephone line (another house for instance). Try to receive a fax at that location. If the HP fax product is found to function correctly in the other location, the issue is not with the HP fax product. The telephone line should be tested.
If the HP fax product still cannot receive a fax, continue to the next solution.

Solution twelve: Service the All-in-One

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.
HP Officejet 6500 Wireless All-in-One Printer - E709n

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