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HP Officejet Pro All-in-One Products - Can Send Faxes But Cannot Receive Them

Issue
The product cannot receive faxes, but it can send faxes successfully. All other printing functions work and printouts are of good quality.
 note:
The HP Officejet Pro 8500 All-in-One Printer series has a firmware update available, which can help resolve many common issues.
Solution one: Run a fax diagnostic test
  1. Make sure that the product is turned on and that it is correctly connected to the telephone jack.
  2. Make sure that there is plain, unused, white paper loaded in the input tray.
  3. Press 6 and then press 6 again.
  4. Select Run Fax Test from the Tools menu. The fax diagnostic test page prints.
  5. If the result of the fax diagnostic test is a failure, a page will print describing the issue and possible solutions. Follow the solutions to resolve the issue.
    If the result of the fax diagnostic test is All Pass, continue with the next solution.
Solution two: Test the receive function
  1. Ask the owner of the sending fax to send a test fax to the product. Watch the control panel display and listen to the sounds the product makes.
  2. If the test fax is received correctly, the issue is resolved.
    • If the product does not ring or does not answer the call from the other fax, ask the owner of the other fax to try sending the test fax again. If the second attempt fails, continue with Solution eleven: Service the product.
    • If the product rings briefly and then stops, another device answered the call.
    • If the product answers the call, the message on the control panel display should change from Answering to Connecting. If this does not occur, the product is not detecting the other fax. Continue with Solution eleven: Service the product.
Solution three: Make sure that there are no conflicting telephone services
Many telephone companies offer services that are intended to prevent unwanted calls. These services can block incoming faxes. If there are any of these services on the telephone line connected to the product, contact the telephone service provider for its recommended solution.
  • Voice mail
  • Privacy block
  • Security screen
  • Anonymous call rejection
  • Privacy manager
  • Any other service that screens or intercepts incoming calls
A distinctive ring service, if it is available from the telephone service provider, often resolves this issue.
Solution four: Use an analog telephone service
HP Fax and All-in-One products are designed, according to international standards, to work with traditional, analog telephone services and might experience some difficulties when connected to phone lines with digital services. Make sure that the product is connected to an analog telephone service.
To obtain digital services information or support, contact the telephone service provider or system administrator.
Solution five: Make sure that any Telephone Answering Machines (TAMs) are correctly connected
If a TAM is connected to the same telephone line that the product is connected to, make sure that it is correctly connected.
  1. Connect the product directly to the telephone jack by plugging a two-wire telephone cord into the telephone jack and then plugging the cord into the port on the back of the product labeled 1-Line.
  2. Connect the telephone cord for the TAM to the port on the back of the product labeled 2-Ext and then connect the other end of the telephone cord to the TAM.
  3. If a telephone needs to be connected directly to the TAM, connect a third telephone cord to another telephone cord port on the TAM and then connect the other end of this telephone cord to the telephone.
      Figure : Fax with TAM and telephone
    1. Telephone jack
    2. Telephone cord
    3. TAM
    4. Telephone
     note:
    It is recommended that the Out Going Message (OGM) on the TAM be set to 10 - 20 seconds with 5 - 7 seconds of silence at the end. Make sure that AutoAnswer is On and that Answer Ring Pattern is set to All Rings. Refer to the TAM user's guide for instructions.
Solution six: Check the fax connections
  1. Make sure that the fax is connected directly to the telephone jack.
  2. Make sure that the telephone cord is plugged into the port on the back of the fax labeled 1-Line.
  3. Any other devices that must be connected to the same telephone jack, like a telephone or a computer, can be connected to the 2-Ext port on the back of the product.
      Figure : Fax only
    1. Telephone jack
    2. Telephone line
      Figure : Fax and telephone
    1. Telephone jack
    2. Telephone line
    3. Telephone
      Figure : Fax and PC or modem
    1. Telephone jack
    2. Telephone line
    3. PC or modem
  4. Unplug the telephone cord and look at the end of the plug. Make sure that only two wires are visible, not four.
    Figure : Telephone Cord
    If only two wires are visible, replace the telephone cord with a new one containing only two wires.
    If four wires are visible, replace the telephone cord with one containing only two wires.
    If, for example, the cord containing two wires is not long enough and a cord containing four wires must be used, HP often ships a converter, which allows a cord with four wires to be used on a device requiring a cord with only two wires, with its products.
  5. If any cable connections are changed, try sending and receiving a fax again to make sure that the issue is resolved.
Solution seven: Reinitialize the fax
  1. Without using the On button to turn off the product, unplug the power cable from the back of the product and from the electrical outlet.
  2. Make sure that the telephone cord is fully inserted into the port on the back of the product.
  3. Reconnect the power cord to the back of the product and then reconnect the power cord to the electrical outlet.
  4. When the product is in the ready state, try to send a fax again.
Solution eight: Remove any other devices from the telephone line
  1. If any other devices, such as a telephone, a TAM, or a modem, are connected to the telephone line, remove each device.
     note:
    Remove each device even if it is located in another room, connected to another telephone jack, or connected using a line splitter.
  2. Connect the product to an analog telephone line by connecting one end of the two-wire telephone cord directly into the telephone jack and then connecting the other end of the telephone cable directly to the 1-Line port on the back of the product.
Solution nine: Configure the menu settings
  1. Make sure that the light on the Auto Answer button on the control panel is on. If the light is off, follow these steps to check the fax settings on the computer.
    1. Click Start, click All Programs, click HP, and then click HP Solution Center.
    2. Click Settings, point to Fax Settings and Setup, and then click Fax Settings.
    3. Click the Answering tab and follow the on-screen instructions to turn on Auto Answer.
  2. Use the product control panel to reset the product fax settings to the settings listed in this table.
    Fax menu
    Fax menu option
    Setting
    Basic Fax Setup
    Rings to Answer
    1 or 2 (set to 1 or 2 more than the TAM if one is connected)
    Basic Fax Setup
    Ring Volume
    Medium or Loud
    Advanced Fax Setup
    Answer Ring Pattern
    All Rings
    Advanced Fax Setup
    Automatic Reports Setup
    Every Error
Solution ten: Perform a partial reset of the product
A partial reset of the product returns all fax settings to the default values. It might be necessary to reset the language and country/region settings after the partial reset is complete.
  1. Unplug the power cord from the product.
  2. Wait for 20 seconds.
  3. Press and hold # and 3 while connecting the power cord to the product.
  4. Release the buttons after the product starts up.
    The product is reset to factory defaults.
  5. Try to send and receive faxes again. If the problem still exists, continue to the next solution.
Contacting HP for service in Asia Pacific.
If you completed all the preceding steps and your product still has an issue, you might need further assistance from HP.
Go to Contact HP Support to review available service options.

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