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HP printers and fax machines - Resolve fax problems

Resolve faxing issues such as faxes that do not send, printer not receiving faxes, poor fax quality, or error messages.

Cannot send faxes

Check the fax number, connection setup, and settings when faxes do not send.

Perform the following tasks in the order given. Test fax transmission after each task to see if the issue is resolved. You can send a test fax to the HP Fax Test Service at 1-888-HPFaxme (1-888-473-2963). This free service sends a return fax within 5 to 7 minutes when fax is working properly. Your fax number must match the number you entered in the fax header to receive the return fax.

Print a fax test report

Run a fax test from the printer control panel to identify issues with the printer, phone line connection, or fax settings.

  1. On the printer control panel, select Run Fax Test or Fax Test Report in the Fax or Setup menu.

  2. Review the report for any tests that failed and follow any instructions to resolve the issue.

Redial the number and change settings

To increase the chance of a successful fax transmission, send the fax again after adjusting settings.

Fax settings are in the Fax or Setup menus on the printer control panel.

  • Manually redial the fax number: Make sure you include any outside access code, such as '9', the long-distance country code, and the area code. If you are using speed dial, make sure the saved number has the required dashes between numbers.

  • Lower the fax speed: Using the slow or standard setting can improve sending success.

  • Turn on Error Correction Mode: If Error Correction Mode is off, turn it on to increase the chance of a successful transmission. The fax might take longer to complete.

  • Send the fax in black and white: The receiving fax machine might not support color faxes.

  • Confirm the dialing type (tone or pulse): Most phone lines use tone dialing.

  • Enable error reporting: The Fax Error Reports feature prints a report if an error occurs. If the error includes a numeric error code, go to HP Customer Support, and then search for the error code.

Check the fax connection

Check the phone line for issues.

  • Call the fax number from a phone: If you do not hear fax tones, the receiving fax machine might be turned off or disconnected.

  • Confirm the fax cords are in the correct ports: The phone line should be connected to the 1-LINE port and an answering machine or phone should be connected to the 2-EXT port on the back of the printer.

  • Connect a phone to the wall jack and try to make a call: If the call fails or there is no dial tone, check if another phone or device is keeping the line open. If you hear static, there might be interference from nearby electrical appliances, such as motors, fans, or televisions, or from coax cables. There might also be an issue with the line quality that requires attention from your phone service provider.

  • Use the fax cord that shipped with your printer: HP fax-capable printers ship with a two-wire phone cord. If you are using a different cord, confirm the connector does not have four wires. Shorter, higher quality cords work better than longer cords of lesser quality.

    Example of a phone cord with two wires
  • Remove other devices from the phone line: Devices such as answering machines, modems, or other telephones might cause faxing issues.

Reset the printer

Reset the printer to recover from printer errors or failures.

  1. If your printer has a rechargeable battery, remove it.

  2. With the printer turned on, disconnect the power cord from the printer.

  3. Unplug the power cord from the power source.

  4. Wait 60 seconds.

  5. Reconnect the power cord to a wall outlet and to the printer.

    Note:

    HP recommends plugging the printer directly into a wall outlet.

  6. Turn on the printer to complete the reset.

Cannot receive faxes

Check fax settings and the phone line connection when faxes are not received.

Perform the following tasks in the order given. Test fax transmission after each task to see if the issue is resolved. You can send a test fax to the HP Fax Test Service at 1-888-HPFaxme (1-888-473-2963). This free service sends a return fax within 5 to 7 minutes when fax is working properly. Your fax number must match the number you entered in the fax header to receive the return fax.

Print a fax test report

Run a fax test from the printer control panel to identify issues with the printer, phone line connection, or fax settings.

  1. On the printer control panel, select Run Fax Test or Fax Test Report in the Fax or Setup menu.

  2. Review the report for any tests that failed and follow any instructions to resolve the issue.

Check fax reception settings

Check fax settings to help identify issues when faxes are not received.

Fax settings are in the Fax or Setup menus on the printer control panel.

  • Turn Auto Answer on: If this feature is not enabled, you must manually answer incoming fax calls.

  • Set the number of rings to answer incoming faxes: If you have an answering machine, allow it to answer all calls first so the printer can detect the fax tones after the machine answers the call. Change the Rings to Answer setting to a higher number of rings than the answering machine is set for.

  • Adjust the answering machine message length and clarity: To ensure the printer can detect fax tones, shorten the answering machine greeting message to 10 seconds or less, make sure there is no background noise, and leave 5 seconds of silence at the end.

  • Set the ring type: Use the All Rings setting for a dedicated fax line or select Distinctive Ring if you set up a special ring pattern for the fax line.

  • Enable error reporting: The Fax Error Reports feature prints a report if an error occurs. If the error includes a numeric error code, go to HP Customer Support, and then search for the error code.

Check the fax connection

Check for phone line connection issues that might cause fax receiving to fail.

  • Confirm the fax cords are in the correct ports: The phone line should be connected to the 1-LINE port and the answering machine, if used, should be connected to the 2-EXT port on the back of the printer.

  • Connect the a phone to the wall jack and try to make a call: If the call fails or there is no dial tone, check if another phone or device is keeping the line open. If you hear static, there might be interference from nearby electrical appliances, such as motors, fans, or televisions, or from coax cables. There might also be an issue with the line quality that requires attention from your phone service provider.

  • Use the fax cord that shipped with your printer: HP fax-capable printers ship with a two-wire phone cord. If you are using a different cord, confirm the connector does not have four wires. Shorter, higher quality cords work better than longer cords of lesser quality.

    Example of a phone cord with two wires
  • Remove other devices from the phone line: Devices such as answering machines, modems, or other telephones might cause faxing issues.

  • Remove conflicting phone line services: Services such as voice mail and call waiting, or services designed to prevent undesired calls such as anonymous call rejection and privacy manager can interfere with incoming faxes. Contact your telephone company if these services are interrupting fax communication.

Reset the printer

Reset the printer to recover from printer errors or failures.

  1. If your printer has a rechargeable battery, remove it.

  2. With the printer turned on, disconnect the power cord from the printer.

  3. Unplug the power cord from the power source.

  4. Wait 60 seconds.

  5. Reconnect the power cord to a wall outlet and to the printer.

    Note:

    HP recommends plugging the printer directly into a wall outlet.

  6. Turn on the printer to complete the reset.

An error displays when faxing

Troubleshoot error codes and messages that prevent successful faxing.

  • Alerts and numeric error codes: If the printer or a fax log report displays a text alert or a 3, 12, or 15-digit numeric error, go to HP Customer Support, and then search for the error code.

  • Scanner Failure error: This error is caused by scanner hardware or power issues. Reset the printer, and then make sure the power source and scanner bar are functioning.

  • Phone off Hook error: This error indicates that a telephone receiver is off the hook and the telephone line is open. Check the phone line, and then reset the printer or fax machine.

  • Fax Log or Fax Memory is Full message: Most printers have a Clear Fax Logs option in the Fax or Setup menu on the printer control panel. If you want to save stored faxes before clearing the fax log, print them or ask the sender to resend them.

If you are unable to resolve the error, service the printer.

Fax quality is unacceptable

Sent or received faxes have lines, are blurry, or have poor resolution.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

  1. Confirm the issue: Print a document or photo to make sure the issue is fax-related and not a printing issue.

    • If the issue occurs when receiving a fax, continue to the step to change the fax speed.

    • If the issue occurs when sending a fax, continue to the step to clean the scanner components.

  2. Clean the scanner parts: Turn off the printer, and then use a clean, lint-free cloth, class cleaner, and distilled, filtered, or bottled water to clean the scanner glass, glass strip (if present), and white backing under the scanner lid until clean, dry, and streak-free. If your printer has an automatic document feeder (ADF), use a damp cloth to wipe the paper pick rollers and separator pad. Wait for all parts to dry before turning on the printer.

    CAUTION:

    To protect the interior parts, do not spray the cleaner directly on the glass or on the underside of the lid. Spray the cloth, and then wipe the scanner parts.

  3. Reset the printer: With the printer turned on, disconnect the power cord from the printer and the power source, wait at least 60 seconds, and then plug the cord back into the printer and a wall outlet.

  4. Lower the fax speed: In the fax settings on your printer control panel, change the speed to Slow.

  5. Turn on Error Correction Mode: If Error Correction Mode is off, turn it on to improve the fax quality. The fax might take longer to complete.

  6. Update the printer firmware: Check for firmware updates in the ePrint, Setup, Service, or Settings menu on the printer control panel, or go to HP Software and Driver Downloads to install the latest version of your printer firmware.

If print quality is still unsatisfactory, service the printer.

Unable to fax with cell phone service and no landline

HP fax machines and fax-capable printers require a traditional landline telephone service. You might be able to fax with VoIP and DSL with the appropriate setup and equipment. Cellular networks currently do not support faxing from a printer.

To send a fax from your mobile device, download and install the HP Smart app from 123.hp.com and enable Mobile Fax.

Calls are interrupted by fax tones

Resolve fax tones interrupting voice calls or messages on a shared telephone line.

Fax settings are in the Fax or Setup menus on the printer control panel.

  • Use a different ring pattern. If a distinctive ringing service is available from your phone service provider, use a separate ring for faxes. The service assigns a second phone number to the same line that rings with a different pattern than the primary number.

  • Turn Auto Answer on. If this feature is not enabled, you must manually answer incoming fax calls. If you are using a distinctive ringing service, set the fax to automatically answer only the distinctive ring pattern.

  • Set the number of rings to answer incoming faxes. If you have an answering machine, allow it to answer all calls first so the printer can detect the fax tones after the machine answers the call. Change the Rings to Answer setting to a higher number of rings than the answering machine is set for.

  • Use the fax cord that shipped with your printer. HP fax-capable printers ship with a two-wire phone cord. If you are using a different cord, confirm the connector does not have four wires. Shorter, higher quality cords work better than longer cords of lesser quality.

    Example of a phone cord with two wires
  • Remove other devices from the phone line. Devices such as answering machines, modems, or other telephones might cause faxing issues.

  • Disable computer-based fax software. Fax software can interrupt fax calls to your printer or fax machine.

Fax issues with Voice over IP (VoIP)

Check the connection and fax settings if you are experiencing issues faxing over a VoIP phone connection.

Fax settings are in the Fax or Setup menus on the printer control panel.

  • Lower the fax speed: Using the slow or standard setting can improve sending success.

  • Turn on Error Correction Mode: If Error Correction Mode is off, turn it on to increase the chance of a successful transmission. The fax might take longer to complete.

  • Check the connection: The phone cord that came with the printer should be plugged into the 1-LINE port on the back of the printer and into the VoIP gateway.

  • Reduce internet traffic: Using a computer or a device to stream content or game over the web can interfere with VoIP faxing.

  • Restart the router and modem: Restarting can clear internet service issues.

Fax issues with a Digital Subscriber Line (DSL)

Check the connection and fax settings if you are experiencing issues faxing over a DSL connection.

Fax settings are in the Fax or Setup menus on the printer control panel.

  • Use a DSL microfilter: A microfilter enables the fax to transmit data in standard analog over a high bandwidth DSL connection. Connect the phone cord that the microfilter connects to the 1-LINE port on the back of the printer.

    Example of a DSL microfilter
  • Lower the fax speed: Using the slow or standard setting can improve sending success.

  • Turn on Error Correction Mode: If Error Correction Mode is off, turn it on to increase the chance of a successful transmission. The fax might take longer to complete.

  • Lower the fax resolution: Using the standard setting can improve fax success.

  • Restart the router and modem: Restarting can clear internet service issues.


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