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HP LaserJet M3027/M3035 MFP Series Product - Solve Fax and Fax Quality Problems

  note:
For more information about solving fax problems, see the HP LaserJet Analog Fax Accessory 300 User Guide.
Solve sending problems
Faxes quit during sending.
Cause
Solution
The fax machine to which you are sending might be malfunctioning.
Call the recipient to make sure that the receiving fax machine is turned on and ready to receive faxes, or try sending to another fax machine.
Your telephone line might not be working, or the line might be experiencing interference.
Disconnect the fax cable from the telephone jack, and then connect a telephone. Make a phone call to ensure that the telephone line is working.
Try using a lower baud rate by adjusting the Maximum Baud Rate setting in the Administration menu. See Initial Setup menu.
The device fax is receiving faxes but is not sending them.
Cause
Solution
If the device is on a PBX system, the PBX system might be generating a dial tone that the fax cannot detect.
Disable the detect dial tone setting. See the fax guide for information about changing the setting.
There might be a poor telephone connection.
Resend the fax later.
The fax machine to which you are sending might be malfunctioning.
Call the recipient to make sure that the receiving fax machine is turned on and ready to receive faxes, or try sending to another fax machine.
Your telephone line might not be working.
Disconnect the fax cable from the telephone jack, and then connect a telephone. Make a phone call to ensure that the telephone line is working.
Outgoing fax calls keep dialing.
Cause
Solution
The fax automatically redials a fax number if either the Redial on Busy feature or the Redial on No Answer feature is enabled.
Disable the Redial on Busy and Redial on No Answer features. See the fax guide for information about changing the settings.
Faxes you send are not arriving at the receiving fax machine.
Cause
Solution
The receiving fax machine might be turned off or might have an error condition, such as being out of paper.
Call the recipient to make sure that the fax machine is turned on and ready to receive faxes.
A fax might be stored in memory because it is waiting to redial a busy number, or there are other jobs ahead of it waiting to be sent.
If a fax job is in memory for either of these reasons, an entry for the job appears in the fax log. Print the fax activity log (see the fax guide), and check the Result column for jobs with a Pending designation.
  note:
If the fax is sending very slowly, see "Faxes are transmitting or being received very slowly" in Initial Setup menu.
Solve receiving problems
Incoming fax calls are not being answered by the fax (no fax detected).
Cause
Solution
The rings-to-answer setting might not be set correctly.
Check the rings-to-answer setting. See the fax guide for information about changing the setting.
The telephone cord might not be connected properly, or the telephone cord is not working.
Check the installation. Make sure you are using the telephone cord that came with the device.
The telephone line might not be working.
Disconnect the fax cable from the telephone jack, and then connect a telephone. Make a phone call to ensure that the telephone line is working.
A voice-messaging service might be interfering with the ability to answer calls.
Do one of the following:
  • Discontinue the messaging service.
  • Get a telephone line dedicated to fax calls.
  • Decrease the rings-to-answer setting for the fax to a number less than the rings-to-answer for the voice mail. See the fax guide for information about changing the setting.
Faxes are transmitting or being received very slowly.
Cause
Solution
You might be sending or receiving a very complex fax, such as one with many graphics.
Complex faxes take longer to be sent or received.
The receiving fax machine might have a slow modem speed.
The device fax only sends the fax at the fastest modem speed the receiving fax machine can use.
The resolution at which the fax was sent or is being received is very high. A higher resolution typically results in better quality, but also requires a longer transmission time.
If you are receiving the fax, call and ask the sender to decrease the resolution and resend the fax. If you are sending, decrease the resolution or change the Page Content mode setting. See the fax guide for information about changing the settings.
A poor telephone-line connection is forcing the device fax and the sending or receiving fax machine to slow down the transmission to adjust for errors.
Cancel and resend the fax. Have the telephone company check the telephone line.
Faxes are not printing at the device.
Cause
Solution
There is no media in the input trays.
Load media. Any faxes received while the input trays are empty are stored and will print after the trays have been refilled.
The Schedule Printing of Faxes mode is enabled. Faxes will not print until it is disabled
Disable the Schedule Printing of Faxes mode. See the fax guide for information about changing the setting.
The device toner level is low, or it has run out of toner.
The device stops printing as soon as it is low on toner or runs out of toner. Any faxes received are stored in memory and are printed after the toner has been replaced.
Replace the print cartridge.
Send-fax quality issues
Follow these steps if you are experiencing quality issues with sent faxes.
If you are experiencing quality issues with sent faxes, try these few simple steps first:
  • Use the flatbed scanner rather than the document feeder.
  • Use high-quality originals.
  • When the document feeder is used, load the original document into the feeder correctly, using the paper guides, to avoid unclear or skewed images.
Check the scanner glass for dirt or smudges
See this document for instructions on cleaning the MFP scanner glass: HP LaserJet Multifunction Printers – Solve Scan and Copy Quality Issues
Check the send-fax resolution setting
Follow these steps to adjust resolution of outgoing faxes.
  note:
Increasing the resolution increases the fax size and send time.
  1. From the Home screen on the printer’s control panel, touch Administration .
  2. Touch Default Job Options
  3. Touch Default Fax Options
  4. Touch Send Fax
  5. Touch Resolution
  6. Touch one of the following resolution settings:
    • Standard (100 x 200dpi) (default)
    • Fine (200 x 200dpi)
    • Superfine (300 x 300dpi)
  7. Touch Save to save your selection.
Check the Error Correction setting
The Error Correction setting might be disabled, which can reduce image quality. Follow these steps to re-enable the setting:
  1. From the Home screen, on the printer’s control panel, scroll to and touch Administration.
  2. Open the following menus by touching the item:
    1. Touch Initial Setup
    2. Touch Fax Setup
    3. Touch Fax Send Settings
  3. Touch the Error Correction Mode setting to enable error correction mode if it is disabled (unchecked).
  4. Touch the Save button.
Send to a different fax machine
Try sending the fax to a different fax machine. If the fax quality is better, the issue is related to the initial recipient’s fax machine settings or supplies status.
Clean the pick-up rollers and separation pad in the document feeder
Follow these steps if the printout has toner smudges or skewed print.
  1. Turn off the product and unplug the power cord.
  2. Pull the release lever to open the document feeder cover.
    Figure : Opening the document feeder cover
  3. Locate the rollers.
    Figure : Locating the rollers
  4. Wipe the rollers with a clean, water-dampened, lint-free cloth.
      caution:
    Do not pour water directly onto the rollers. Doing so might damage the product.
  5. Locate the separation pad.
    Figure : Locating the separation pad
  6. Wipe the pad with a clean, water-dampened, lint-free cloth.
  7. Close the document feeder cover.
    Figure : Closing the document feeder cover
If the problem persists, check the printer’s separation pad and rollers in the document feeder for damage or wear and replace them if necessary. (M3027/3035 ADF Feed Roller Assembly Part #: CB414-67918)
Receive-fax quality issues
Follow these steps if you are experiencing quality issues with received faxes.
Check the Fit-to-Page setting
If Fit to Page is enabled, and the incoming fax is larger than the default page size, the product attempts to scale the image to fit the page. If this setting is disabled, a larger fax image will split across pages.
  1. From the Home screen on the printer’s control panel, touch Administration.
  2. Touch Default Job Options
  3. Touch Default Fax Options
  4. Touch Receive Fax
  5. Touch Fit to Page
  6. Touch the Enabled option (default) to enable fit-to-page, or touch the Disabled option to disable fit-to-page.
  7. Touch Save to save your selection.
Check the sender’s fax machine
Try sending the fax from a different fax machine, to compare the output quality on your HP product. If the quality is better, the issue is with the sender’s fax machine. If a different fax machine is unavailable, ask the fax sender to consider the following changes:
  • Ensure that the original document is on white (and not colored) paper.
  • Increase the fax resolution, quality level, or contrast settings.
  • If possible, send the fax from a computer software program.

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