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Cannot Send or Receive Faxes

This document is for the HP Officejet Pro 251dw, 276dw, and 8600 series printers.
The printer 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.
Before you begin: Print a fax test report
Run a fax test report to determine the faxing status on the printer and whether or not it is configured correctly to send and receive faxes.
  1. Load U.S. Letter or A4-sized plain white paper into the tray.
  2. On the printer control panel, touch the Right Arrow ().
  3. Touch Setup ().
  4. Touch Tools, and then touch Run Fax Test. The printer displays the status of the test, and then prints a report.
  5. 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 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 test the fax.
Step 1: Check the physical connections
  1. Disconnect the telephone cord from the printer, and then examine the connector on the end of the cord. Make sure that the cord has only two wires. If you see four wires, replace the cord with one containing only two wires.
    Figure : Example of a two-wire telephone connector
    Image: Example of a two-wire telephone connector
    Figure : Example of four-wire telephone connector
    Image: Example of four-wire telephone connector
    Important! HP recommends you use the phone cord that came with your printer to connect the printer 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 printer and it is long enough, use that cord.
    If you must use a cord with four wires, use a converter. A converter allows a cord with four wires to work with a device that requires a cord with two wires.
  2. Reconnect the telephone cord to the wall jack, and then reconnect the other end of the telephone cord to the port labeled 1-LINE on the rear of the printer.
      Figure : Connect the phone cord directly to the wall jack
      Image: Connect the phone cord directly to the wall jack.
    1. Wall jack
    2. Two-wire phone cord
  3. Connect a single-line telephone to the 2-EXT port on the rear of the printer.
     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 printer.
      Figure : Connect two devices to the 2-EXT port
      Image: Connecting two devices to the 2-EXT port
    1. Wall jack
    2. Two-wire phone cord
    3. Parallel splitter
    4. Computer
    5. Single-line 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 printer 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 2: Try to send and receive a fax
Try to send and receive a fax.
Solution two: Configure the fax for sending and receiving
Use the following steps to configure the fax for sending and receiving.
Step 1: Connect the fax for sending and receiving
Step 2: Change the Rings to Answer setting to the lowest setting
  1. On the printer 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 3: Change the Distinctive Ring setting
 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 printer 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. Try to send or receive a fax again.
Solution three: Temporarily remove any other devices from the telephone line
Use the following steps to remove any other devices from the telephone line.
Step 1: 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 printer to the telephone wall jack, and then connect the other end of the cord that came with the printer to the port labeled 1-LINE on the rear of the printer.
      Figure : Connect the phone cord directly to the wall jack
      Image: Connect the phone cord directly to the wall jack.
    1. Wall jack
    2. Two-wire phone cord
  3. Try to send or receive a fax again.
Step 2: Try to send and receive a fax
Try to send and receive a fax.
  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.

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