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HP Officejet 6700 Premium e-All-in-One Printer - H711n support

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.

Start here: Run a fax test report

  1. Load U.S. Letter or A4-sized plain white paper into the tray.
  2. Press the Power button () to turn on the product.
  3. On the product control panel, touch the Right Arrow () to display the second navigation screen.
  4. Touch Setup (), and then touch Tools.
  5. Touch the Down Arrow (), and then touch Run Fax Test. The product displays the status of the test, and then prints a report.
  6. Review the report.
    • If the results of the fax test are All Pass, skip to the solution to configure the fax for sending and receiving.
    • If the fax test indicates that it does not detect a phone line, a connection to a wall jack, or a dial tone, continue to the next solution to check the fax connections.

Solution one: Check the fax connections

Use the following steps to check the physical connections, and then use the HP Fax Test Service.

Step one: Check the physical connections

  1. Disconnect the telephone cord from the HP fax product, and then examine the connector on the end of the cord. Make sure that the cord has only two wires.
    Figure 1: Two-wire telephone cord
    Image: Two-wire telephone cord
    Four-wire telephone cordImage: Four-wire telephone cord
    If the cord has four wires, replace it with a two-wire phone cord.
    Important! HP recommends you use the phone cord that came with your product to connect the product to the telephone wall jack. Otherwise, you might not be able to fax successfully. This special phone cord has only two copper wires. If you have the cord that shipped with the HP fax product and it is long enough, use that cord.
    If you must use a cord with four wires, use the converter that shipped with product. The converter allows a cord with four wires to work with a device that requires a cord with two wires.
  2. Connect one end of the phone cord that came in the box with the product to the telephone jack, and then connect the other end of the cord to the port labeled 1-LINE on the rear of the HP fax product.
    Figure 3: Connect the product
    Image: Connect the fax product
    1 - Telephone wall jack
    2 - Phone cord that came with the product
  3. Connect a single-line telephone to the 2-EXT port on the rear of the HP fax product.
    NOTE:If other devices need to use the same telephone jack, use the parallel splitter to connect them to the 2-EXT port on the rear of the HP fax product.
    Figure 4: Connect two devices to the 2-EXT port
    Image: Connecting two devices to the 2-EXT port
    1 - Telephone wall jack
    2 - Phone cord that came with the product
    3 - Parallel splitter
    4 - Computer
    5 - Telephone
  4. Pick up the telephone receiver, and then listen for a dial tone. Make sure that you can dial out using the telephone keypad.
    • If there is a dial tone and you can dial out using the telephone, the HP fax product is connected correctly to a working telephone cord and telephone jack.
    • If there is no dial tone, check the configuration again and make sure that it is set up correctly.

Step two: Use the HP Fax Test Service

  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Configure the fax for sending and receiving

Use the following steps to configure the fax for sending and receiving.

Step one: Connect the fax

NOTE:If using an analog telephone service, skip to the step to connect to a Digital Subscriber Line. If you are unable to determine your telephone line type, contact your telephone service provider for additional information.
Using a Voice over Internet Protocol (VoIP)
A technology that allows you to make voice calls using a broadband Internet connection instead of a regular (or analog) phone line.
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 line is necessary, changing the Fax Speed setting to Slow 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 to a lower speed.
  1. Press the Power button () to turn on the product.
  2. On the product control panel, touch the Right Arrow ().
  3. Touch Setup ().
  4. Touch Fax Setup, and then touch Advanced Fax Setup.
  5. Touch the Down Arrow (), touch Fax Speed, and then touch Slow (9600 bps).
  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.
  1. Obtain the following items:
    • A DSL filter and phone cord from your DSL provider
      Figure 5: Example of a DSL filter
      Image: A DSL filter
    • A parallel splitter, which has one RJ-11 port on the front and two RJ-11 ports on the rear
      Figure 6: A parallel splitter
      Image: A parallel splitter
  2. Connect the phone cord that came in the box with the product to the 1-LINE port on the rear of the product and to the DSL filter.
  3. Connect the cord on the DSL filter to the telephone wall jack.
    Figure 7: Connect the DSL filter
    Image: Connecting the DSL filter
    1 - Telephone wall 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, touch the Right Arrow ().
    2. Touch Setup ().
    3. Touch Fax Setup, and then touch Basic Fax Setup.
    4. Touch Auto Answer, and then touch On.
  5. Touch the Home icon () to return to the main menu.

Step two: Change the number of rings to answer on the HP product

  1. On the product control panel, touch the Right Arrow ().
  2. Touch Setup ().
  3. Touch Fax Setup, and then touch Basic Fax Setup.
  4. In the Basic Fax Setup menu, touch Rings to Answer.
  5. Touch the Up Arrow () to select the maximum number of rings available, and then touch Done.
  6. Touch the Home icon () to return to the main menu.

Step three: Change the ring pattern to a distinctive ring

NOTE:Only set a distinctive ring pattern if your phone service features distinctive ring service. For more information, contact your telephone service provider.
  1. On the product control panel, touch the Right Arrow ().
  2. Touch Setup ().
  3. Touch Fax Setup, and then touch Advanced Fax Setup.
  4. Touch Distinctive Ring. A message displays stating that this setting should not be changed unless you have multiple numbers on the same telephone line.
  5. Touch Yes to continue. A list of ring patterns displays.
  6. Touch a ring pattern to select it.
  7. Touch the Home icon () to return to the main menu, and then 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 telephone line and reset the product

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

Step one: 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 one end of the telephone cord that came in the box with the product to the telephone wall 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 8: Connect the product
    Illustration of connecting the fax product
    1 - Telephone wall jack
    2 - Phone cord that came with the product
  3. Try to send or receive a fax again.

Step two: Use the HP Fax Test Service

  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution four: 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.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution five: Service the product

These steps apply to all countries/regions except Asia Pacific.
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 6700 Premium e-All-in-One Printer - H711n

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