hp-support-head-portlet

Actions
Loading...
HP Customer Support - Knowledge Base

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...
  • Information

    Fix and resolve Windows 10 update issue on HP Computer or Printer. Click here

    Information
    Create an HP account today!

     Connect with HP support faster, manage all of your devices in one place, view warranty information and more. Learn more​

hp-concentra-wrapper-portlet

Actions
Loading...

HP LaserJet Enterprise MFP, HP OfficeJet Enterprise MFP, HP PageWide Enterprise MFP - Checklist for solving fax problems

Use the following checklist to help identify the cause of any fax-related problems that you encounter.

  • Are you using the fax cable supplied with the fax accessory? This fax accessory has been tested with the supplied fax cable to meet RJ11 and functional specifications. Do not substitute another fax cable; the analog-fax accessory requires an analog-fax cable. It also requires an analog phone connection.

  • Is the fax/phone line connector seated in the outlet on the fax accessory? Make sure that the phone jack is correctly seated in the outlet. Insert the connector into the outlet until it "clicks."

    Note:

    Verify that the phone jack is connected to the fax port rather than to the network port. The ports are similar.

  • Is the phone wall jack working properly? Verify that a dial tone exists by attaching a phone to the wall jack. Can you hear a dial tone, and can you make or receive a phone call?

What type of phone line are you using?

Review information about phone-line types to determine if the type you are using works properly with the fax accessory.

  • Dedicated line: A standard analog fax/phone line assigned to receive or send faxes.

    Note:

    The phone line should be for printer fax use only and not shared with other types of telephone devices. Examples include alarm systems that use the phone line for notifications to a monitoring company.

  • PBX system: A business-environment phone system. Standard home phones and the fax accessory use an analog phone signal. Some PBX systems are digital and might not be compatible with the fax accessory. You might need an interfacing Analog Telephone Adapter (ATA) to connect the fax machine to digital PBX systems.

  • Roll-over lines: A phone system feature where a new call "rolls over" to the next available line when the first incoming line is busy. Try attaching the printer to the first incoming phone line. The fax accessory answers the phone after it rings the number of times set in the rings-to-answer setting.

Are you using a surge-protection device?

A surge-protection device can be used between the wall jack and the fax accessory to protect the fax accessory against electrical power passed through the phone lines. These devices can cause some fax communication problems by degrading the quality of the phone signal.

If you are having problems sending or receiving faxes and are using one of these devices, connect the printer directly to the phone jack on the wall to determine whether the problem is with the surge-protection device.

Are you using a phone company voice-messaging service or an answering machine?

If the rings-to-answer setting for the messaging service is lower than the rings-to-answer setting for the fax accessory, the messaging service answers the call, and the fax accessory cannot receive faxes.

If the rings-to-answer setting for the fax accessory is lower than that of the messaging service, the fax accessory answers all calls.

Does your phone line have a call-waiting feature?

If the fax telephone line has an activated call-waiting feature, a call-waiting notice can interrupt a fax call in progress, which causes a communication error.

Ensure that a call-waiting feature is not active on the fax telephone line.

Check fax accessory status

If the analog-fax accessory does not appear to be functioning, print a Configuration Page from the printer control panel to check the status.

Note:

The steps vary according to the type of control panel.

FutureSmart 3 touchscreen control panel

FutureSmart 3 touchscreen control panel

FutureSmart 4 touchscreen control panel

FutureSmart 4 touchscreen control panel

Find your printer control-panel type in the options below, and then follow the steps provided.


hp-feedback-input-portlet

Actions
Loading...

hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country/Region: Africa

hp-detect-load-my-device-portlet

Actions
Loading...