Jump to content

HP Photosmart C6180 All-in-One Printer support

Can Send Faxes But Cannot Receive Them

  • PrintPrint

Issue

The product cannot receive faxes, but it can send faxes successfully. All other printing functions work and printouts are of good quality.

Solution

In order to find the solution to the issue, you need the fax number for another fax machine that is operating correctly with which to send and receive faxes. After trying each of the following solutions, try to receive a fax from this other fax machine to test if the issue has been resolved with your HP fax product. The other fax can be in the same building, on another telephone line, or at another location with someone who can assist. It can also be helpful to call the person or company that is sending the fax. That party can offer information about how that fax machine behaves when sending a fax. This information can be valuable in determining the nature of the issue.
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: Run a fax diagnostic test

  1. Press the power button ( ) to turn off the HP fax product.
  2. Wait 20 seconds and then press the power button ( ) to turn on the HP fax product.
  3. Connect one end of a two-wire telephone cord to the telephone jack and connect the other end of the cord to the port labeled 1-Line on the back of the HP fax product.
    Figure 1: Two-wire telephone cord
    Figure 2: Connect the telephone cord to the 1-Line port
    1 - Telephone jack
    2 - Two-wire telephone cord
  4. Make sure that there is plain white paper in the input tray.
  5. Press the Setup button ( ) on the product control panel.
  6. Press the down arrow ( ) to select Tools , and then press OK .
  7. On the Tools menu, press the down arrow ( ) to select Run Fax Test , and then press OK . The fax diagnostic test prints.
  8. Review the report.
  • 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 the test passes. If the HP fax product still cannot receive a fax, go to "Solution two: Make sure that the Auto Answer feature is turned on."
  • If the test does not show faxing issues and solutions, the fax test passed. Continue to the next solution.
NOTE: Click here (c00261105) (in English) for more information on interpreting the fax diagnostic test page.

Solution two: 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 lit, the feature is turned on.
  2. Try to receive a fax.
If the HP fax product still cannot receive a fax, continue to the next solution.

Solution three: 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
  • Any other service that screens or intercepts incoming calls
  • Call waiting
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 fax machine. The click sound caused by an incoming call can cause the fax to fail.
It is possible to use the fax in manual receive mode while using a voice mail service. For manual receive mode, turn off auto answer and press Start Fax Black or Start Fax Color on the control panel before the voice mail picks up the line to start receiving the fax.
After addressing any existing conflicting telephone services, try to receive a fax.
If the HP fax product still cannot receive the fax, continue to the next solution.

Solution four: 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 HP fax product answers the telephone 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. Press the Setup button ( ) on the product control panel.
  2. Press the down arrow ( ) to select Advanced Fax Settings , and then press OK .
  3. On the Advanced Fax Settings menu, press the down arrow ( ) to select Distinctive Ring , and then press OK .
  4. Set the ring pattern to match the 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 unit to answer all rings.
After setting the HP fax product to match the ring pattern, 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, continue on to the next solution.

Solution five: Check VoIP digital telephone line

NOTE:If using an analog telephone service, go to "Solution six: Troubleshooting the HP fax connection to an answering machine" now.
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. Press the Setup button ( ) on the product control panel.
  2. Press the down arrow ( ) to select Advanced Fax Setup , and then press OK .
  3. Press the down arrow ( ) to select Fax Speed , and then press OK .
  4. Press the down arrow ( ) to select Medium , and then press OK .
  5. 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, continue to the next solution.

Solution six: 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 seven: Turn on the fax error code reporting" now.

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 HP fax 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 3: Example fax with answering machine and telephone
    1 - Telephone jack
    2 - Telephone cord from 2-Ext
    3 - Optional telephone line to telephone
    4 - Optional telephone
    5 - Answering machine
    6 - Two-wire telephone cord to 1-Line

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

After connecting the HP fax product with a telephone answering machine, set the Rings to Answer setting on the HP fax product to a number that is at least two greater than the telephone answering machine setting. For example, if the telephone answering machine 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. Press the Setup button ( ) on the product control panel
  2. Press the down arrow ( ) to select Basic Fax Setup and then press OK .
  3. Press the down arrow ( ) to select Rings to Answer and then press OK .
  4. Press the down arrow ( ) to select the desired number of rings and then press OK .
NOTE: Click here (bpu04072) (in English) for more troubleshooting information on using a fax with an answering machine.

Step three: Record an outgoing message on the answering machine

When recording the outgoing message (OGM) on the telephone answering machine, 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 telephone answering machine, causing the fax to not answer.
Try to receive a fax. If the HP fax product still cannot receive a fax, continue to the next solution.

Solution seven: 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. Press the Setup button ( ) on the product control panel.
  2. Press the down arrow ( ) to select Print Report and then press OK .
  3. Press the down arrow ( ) to select Fax Error Report .
  4. Press the down arrow ( ) to select Send and Receive and then press OK .
  5. After turning on error reporting, try to receive a fax.
  6. Check fax error report (if an error occurs) to check for three digit fax code.
    • If no error report or error code appears, continue to the next solution now.
    • If an error code appears, click here (bpu02549) (in English) to see an explanation of the three digit code.
  7. If the error code instructs to turn off Error Correcting Mode (ECM), use the following steps.
    NOTE:ECM should only be turned off for specific reasons and as a temporary fix. Turning off ECM disables certain features of the HP fax product such as color fax capabilities.
    • Press the Setup button ( ) on the product control panel
    • Press the down arrow ( ) to select Advanced Fax Setup , and then press OK .
    • Press the down arrow ( ) to select ECM , and then press OK .
    • Press the down arrow ( ) to select Off , and then press OK .
Try to receive a fax. If the HP fax product still cannot receive a fax, turn ECM back on and then continue to the next solution.

Solution eight: Test with a simple fax 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 DSL filter.
  3. If the telephone cord is over 3 m (10 ft) long, move the fax closer to the telephone jack and use a cord 3 m (10 ft) long or shorter.
  4. Connect the other end of the telephone cord directly to the back of the HP fax product into the port labeled 1-Line .
  5. If other devices such as, telephone answering machines or computer modems, are attached to the telephone line, remove them. If devices attached to other extensions of the same telephone line are present, remove them for this test.
    NOTE:Each device on the telephone line has a ringer equivalence number. The ringer equivalence number (REN) is used to determine how many devices can be connected to your telephone line. Typically, there should not be more than five devices on any one line. If too many devices are attached, they might not ring properly and the HP fax product might not detect the ring.
  6. 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 nine: Perform a partial reset of the product

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 HP fax product.
  2. Wait 20 seconds and then press and hold # and 3 on the product control panel.
  3. Continuing to press # and 3 , reconnect the power cord to the back of the HP fax product.
  4. Release the buttons when the HP fax product turns on. The HP fax product resets to factory defaults.
Try to receive a fax. If the HP fax product still cannot receive a fax, continue to the next solution.

Solution ten: 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 eleven: Service the All-in-One

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 Photosmart C6180 All-in-One Printer

More for this product

HP Support forums

Find solutions and collaborate with others on the HP Support Forum