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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.
Run a fax test
Use the following steps to make sure that the fax is set up correctly.
  1. On the product control panel, press the Setup button ().
  2. Press the button () next to the Down Arrow () until Fax Setup displays next to OK, and then press the button next to OK.
  3. Press the button next to the Down Arrow () until Fax Tools displays next to OK, and then press the button next to OK.
  4. Press the button next to the Down Arrow () until Run Fax Test displays next to OK.
  5. Press the button next to OK to print the report.
  6. Review the report.
Solution one: Check the fax connections and phone jack
Use the following steps to check the physical connections and phone jack. Depending on your fax configuration you might have other connections to check, such as those to and from an answering machine, filter, splitter, etc. Make sure that all connections are securely connected.
Step one: Check the phone jack and physical connections
  1. Make sure that the phone jack is functional by plugging in a standard phone to the desired phone jack and listening for a dial tone. If no dial tone is present, contact your phone service provider and do not proceed with the steps in this document.
  2. Using the phone cord and any adapters that shipped with the product, make sure that the phone cord is securely connected to the phone jack in the wall.
  3. Make sure that the other end of the phone cord that came in the box is connected to the port labeled 1-LINE on the rear of the HP fax product.
      Figure : Connect the product
      Image: Connect the roduct
    1. Phone jack
    2. Phone cord that came with the product
  4. Once you have made sure all connections work, proceed to the next step.
Step two: Run a fax test
Use the following steps to make sure that the fax is connected correctly.
  1. On the product control panel, press the Setup button ().
  2. Press the button () next to the Down Arrow () until Fax Setup displays next to OK, and then press the button next to OK.
  3. Press the button next to the Down Arrow () until Fax Tools displays next to OK, and then press the button next to OK.
  4. Press the button next to the Down Arrow () until Run Fax Test displays next to OK.
  5. Press the button next to OK to print the report.
  6. Review the report.
Step three: Check the product's fax modem
  1. Connect a single-line phone cord to the 2-EXT port on the rear of the HP fax product.
  2. Pick up the phone receiver, and then listen for a dial tone. Make sure that you can dial out using the phone keypad on the HP fax product.
    • If there is a dial tone and you can dial out using the phone, the HP fax product is connected correctly to a working phone cord and phone jack. Try to send or receive a fax again.
      • If you can send or receive a fax, you do not need to continue troubleshooting.
      • If you cannot send or receive a fax or faxing fails intermittently, continue to the next solution.
Use the HP Fax Test Service
Follow these steps to use the HP Fax Test Service to try and send or receive a fax.
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.
Follow these steps to use the HP Fax Test Service.
  1. Make sure that the fax header contains the full 10-digit telephone number of your HP fax product, including the area code.
    1. On the product control panel, press the Setup button ().
    2. Press the button () next to the Down Arrow () until Fax Setup displays next to OK, and then press the button next to OK.
    3. Press the button next to the Down Arrow () until Basic Setup displays next to OK, and then press the button next to OK.
    4. Using the keypad, type your name or company name in the Enter name: field, and then press the button next to OK.
    5. Using the keypad, type your fax number in the Enter number: field, and then press the button next OK. The Basic Setup menu displays again.
    6. Touch the Home icon () to return to the main menu.
  2. Send a one-page, black-and-white test 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 toTesting Your HP Fax Machine with the HP Fax Test Service.
Important: The following options provide basic information for connecting your device to two types of phone service. For best results when connecting your HP fax product, HP recommends that you review the complete instructions for configuring your product.
Click here for complete instructions on how to set up your HP fax product to send and receive faxes.
Select one of the following connection options for your telephone service. If your connection method isn’t listed, please review the complete fax setup instructions.
Solution three: Temporarily remove any other devices from the phone line and reset the product
Use the following steps to remove any other devices from the phone line, and then reset the product.
Step one: Remove any other devices from the phone line
  1. If any other devices, such as a phone, a telephone answering machine, or a modem, are connected to the phone line, remove each device.
     note:
    Remove each device even if the device is in another room connected to another phone jack or connected using a line splitter.
  2. Connect one end of the phone cord that came in the box with the product to the phone 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
      Image: Connect the product
    1. Phone jack
    2. Phone cord that came with the product
Step two: 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.
  8. 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.
Contacting HP for service in 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 to obtain service.
  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).

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