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HP Officejet 6600 e-All-in-One and 6700 Premium e-All-in-One Printer Series (H711) - Cannot Send or Receive Faxes

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 : Two-wire telephone cord
    Image: Two-wire telephone cord
    Figure : Four-wire telephone cord
    Image: Four-wire telephone cordIf 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 : 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 : 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.
The purpose of the HP Fax Test Service is to find out if a problem exists with sending and receiving faxes with your product. This service is available in the U.S. only. The HP Fax Test Service receives the fax, and then returns the fax to the number contained in the fax header.
 note:
Non U.S. customers can simply try sending or receiving a fax again from the initial location where it failed to test functionality.
  1. Make sure that the fax header contains the full 10-digit telephone number of your HP fax product, including the area code.
    1. Press the Power button () to turn on the product.
    2. On the product control panel, touch the Right Arrow (), and then touch Setup ().
    3. Touch Fax Setup, and then touch Basic Fax Setup.
    4. Touch Fax Header.
    5. Using the touch keypad, type your name or your company name in the Enter Your Name field.
    6. Using the touch keypad, type your fax number in the Enter Fax Number field.
    7. Touch Done.
  2. Send a one-page, black-and-white text fax to 1-888-HPFaxMe (1-888-473-2963). The return fax should arrive within 5 to 7 minutes.
    • If the HP product receives the return fax without any problems, and the failed fax recipient can receive faxes from your product, you do not need to continue troubleshooting.
    • If the HP product receives the return fax successfully, but sending still fails intermittently or fails for one recipient, continue to the next solution.
 note:
For more information about the HP Fax Test Service, go to Testing Your HP Fax Machine with 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
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 : 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.
The purpose of the HP Fax Test Service is to find out if a problem exists with sending and receiving faxes with your product. This service is available in the U.S. only. The HP Fax Test Service receives the fax, and then returns the fax to the number contained in the fax header.
 note:
Non U.S. customers can simply try sending or receiving a fax again from the initial location where it failed to test functionality.
  1. Make sure that the fax header contains the full 10-digit telephone number of your HP fax product, including the area code.
    1. Press the Power button () to turn on the product.
    2. On the product control panel, touch the Right Arrow (), and then touch Setup ().
    3. Touch Fax Setup, and then touch Basic Fax Setup.
    4. Touch Fax Header.
    5. Using the touch keypad, type your name or your company name in the Enter Your Name field.
    6. Using the touch keypad, type your fax number in the Enter Fax Number field.
    7. Touch Done.
  2. Send a one-page, black-and-white text fax to 1-888-HPFaxMe (1-888-473-2963). The return fax should arrive within 5 to 7 minutes.
    • If the HP product receives the return fax without any problems, and the failed fax recipient can receive faxes from your product, you do not need to continue troubleshooting.
    • If the HP product receives the return fax successfully, but sending still fails intermittently or fails for one recipient, continue to the next solution.
 note:
For more information about the HP Fax Test Service, go to Testing Your HP Fax Machine with 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.
  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.

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