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HP Officejet 7610 Wide Format e-All-in-One Series (H912) - Fax Sending Fails Intermittently or Fails for Only One Recipient

Issue
Faxes sent from the HP printer fail occasionally, or a sent fax fails for one recipient, but succeeds for other recipients.
Follow these solutions in the order presented to resolve the issue. If one solution resolves the issue, it is not necessary to continue with the other solutions. Try sending a fax after you complete each solution.
If static is present on the phone line, have the phone line checked and serviced by your telephone service provider (or have the fax recipient check their line). Phone line quality is the most common reason for intermittent fax failures. Some older locations and buildings have inadequate phone system wiring.
Follow these steps to make sure that the phone line used by the fax machine is working.
Use the HP Fax Test Service
The purpose of the HP Fax Test Service is to find out if a problem exists with sending and receiving faxes with your printer. 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 printer, including the area code.
    1. On the printer control panel, touch the Setup icon (). The Setup Menu displays.
    2. Touch Fax Setup, and then touch Basic Fax Setup. The Basic Fax Setup menu displays.
    3. Touch Fax Header. Using the keypad, type your name or company name, and then touch Done.
    4. Using the keypad, type your fax number, and then touch Done. The Basic Fax Setup menu displays again.
    5. 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 printer receives the return fax without any problems, and the failed fax recipient can receive faxes from your printer, you do not need to continue troubleshooting.
  • If the HP printer 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.
If static is present on the phone line, have the phone line checked and serviced by your telephone service provider (or have the fax recipient check their line). Phone line quality is the most common reason for intermittent fax failures. Some older locations and buildings have inadequate phone system wiring.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution two: Check the phone cord
Check the phone cord that connects the fax to the phone jack. Make sure that the cable is not kinked, coiled, or longer than it needs to be. Coiling the cable can cause an echo on the line. Signal strength and quality can be lost with long cables.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution three: Check the phone cord location
Follow these steps to check the phone cord location.
  1. Make sure that the phone cord is not located near electrical appliances, such as fans, kitchen appliances, televisions, or anything with an electric motor. Many of these appliances do not have electrical shielding and can affect the phone cord performance. Computers are usually shielded sufficiently and do not cause this problem.
  2. If other phone jacks in other rooms connect to the same phone line, make sure that no phone cords in those rooms are near any electrical devices.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution four: Check for call waiting service
Do not use a call waiting service on the phone line that connects to the printer. The sounds made by an incoming call can cause the outgoing fax to fail. If you have a call waiting service, contact your telephone service provider to learn how to disable call waiting.
  note:
Some telephone companies offer a dial code that customers can dial to disable call waiting before dialing out.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution five: Check for blocked numbers
Some fax printers allow you to block fax numbers. Make sure that the receiving fax machine does not block the number assigned to the printer. The recipient can usually check the fax history in the fax software to find out if here is a blocked fax number.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution six: Use Digital Subscriber Line (DSL) filters
If you have a Digital Subscriber Line (DSL) Internet service, make sure that you have a DSL filter installed. If you do not have a DSL filter, contact your DSL provider to find out where you can buy one.
Figure : Example of a DSL filter
Photograph of a DSL filter
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution seven: Reduce the fax speed if faxing over a Voice over Internet Protocol service
Important: Your HP printer is not guaranteed to send and receive faxes on a Voice over Internet Protocol (VoIP) phone network. However, with proper setup and depending on the configuration of the VoIP network, it might successfully send and receive faxes.
VoIP services provide telephone service through a broadband Internet connection rather than a standard telephone network. If you fax using a standard analog phone connection, skip to the next solution.
Fax transmission speed is a major factor when using a VoIP service. The default fax transmission speed for your HP printer is medium (14400 bps). If you have difficulty faxing with the fast speed setting, you can reduce the speed to improve the printer's ability to send VoIP faxes.
  1. From the Home screen on the printer control panel, touch the Right Arrow (), and then touch Setup ().
  2. Touch Fax Setup, and then touch Advanced Fax Setup.
  3. Press the Down Arrow (), touch Fax Speed, and then touch Slow (9600 bps).
  4. Try to send a fax to a working fax machine.
  note:
If the fax recipient is using a VoIP service, ask them to reduce their fax speed.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution eight: Enable or disable Error Correction Mode
Error Correction Mode (ECM) prevents loss of data due to poor phone lines by detecting errors that occur during transmission and automatically requesting retransmission of the erroneous portion. Phone charges are unaffected, or might even be reduced, on good phone lines. On poor phone lines, ECM increases sending time and phone charges, but sends the data much more reliably. The default setting is On. Turn ECM off only if it increases phone charges substantially, and if you can accept poorer quality in exchange for reduced charges.
Before turning the ECM setting off, consider the following:
  • The quality and transmission speed of faxes you send and receive are affected.
  • The fax speed is automatically set to Medium.
  • You can no longer send or receive faxes in color.
  1. If the printer control panel is not active, touch anywhere on the screen to activate it.
  2. On the printer control panel, touch the Right Arrow () to display the second navigation screen, and then touch the Setup icon ().
  3. Touch the Fax Setup button, and then touch the Basic Fax Setup button.
  4. Press the Down Arrow () until the Error Correction Mode button displays.
  5. Touch Error Correction Mode, and then select Off.
  6. Touch the Home button () to return to the main menu.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution nine: Send the fax in black and white
If a fax sent in color fails, try sending the fax in black and white. Do not send color faxes unless the receiving fax is known to be color capable. Follow these steps to send the fax in black and white.
  1. Remove all originals from the document feeder tray, and then lift the scanner lid.
  2. Load the original, print-side down, in the back-left corner of the glass. Align the original to the engraved guides on the edge of the glass.
      note:
    Faxing supports Letter, A4, or Legal size originals only.
    Figure : Load the original on the scanner glass
    Image: Load the original on the scanner glass.
  3. Close the scanner lid.
  4. On the printer control panel, touch the Fax icon (). The Fax menu and a numeric keypad display.
  5. Using the numeric keypad, type the fax number.
      note:
    To add a pause (-), touch the Star button (*) twice.
  6. Touch Start Black.
  7. If prompted, select Fax from scanner glass.
Fax tips
If you continue to have intermittent failed faxes or failed faxes for one recipient, try the following:
  • Use the phone cord or adapter that came with your HP printer to connect your printer to the wall jack.
  • Make sure that you connect one end of the phone cord to the wall jack, and then connect the other end to the 1-LINE port on the rear of the printer.
  • If you use a phone splitter, the splitter can cause faxing problems. Unplug the phone cord from the splitter, and then plug one end directly into the wall jack and the other end into the 1-LINE port in the rear of the printer.
  • Try connecting a working phone directly to the wall jack and check for a dial tone. If you do not hear a dial tone, contact the telephone company to check the line.

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