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HP LaserJet Enterprise MFP, HP OfficeJet Enterprise MFP, HP PageWide Enterprise MFP, HP Managed MFP - Problems with receiving faxes

This document lists common problems that can occur when receiving faxes and provides information about the cause of the problems and how to resolve them.

Problem: Incoming fax calls are not being answered by the fax accessory (no fax detected)

Causes and Solutions

Cause

Solution

The rings-to-answer setting might not be set correctly.

Check the rings-to-answer setting, and adjust it, as needed.

The fax cable might not be connected correctly, or the fax cable is not working.

Check the installation. Make sure you are using the fax cable that came with the printer or with the fax accessory.

The phone line might not be working.

Disconnect the fax accessory from the phone jack, and then connect a phone. Try to make a phone call to ensure the phone line is working.

If you are using a PBX system, the ring signals might not be configured correctly.

Check the ring-signal configuration on the PBX system.

A voice-messaging service might be interfering with incoming faxes.

Do one of the following:

  • Discontinue the messaging service.

  • Use a phone line dedicated to fax calls.

  • Decrease the rings-to-answer for the fax accessory to a number less than the rings-to-answer for the voicemail.

Problem: Faxes being received are very slow

Causes and Solutions

Cause

Solution

You might be receiving a complex fax, such as one with many graphics.

Complex faxes take longer to transmit.

The sending fax machine might have a slow modem speed.

The fax accessory only receives the fax at the fastest modem speed that the sending fax machine can use. Wait for the fax transmission to complete.

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.

Ask the sender to decrease the resolution and resend the fax.

If there is a poor phone-line connection, the fax accessory and the sending fax machine slow down the transmission to adjust for errors.

Ask the sender to resend the fax. Ask the phone company to check the phone line.

Problem: Faxes are not printing on the printer

Causes and Solutions

Cause

Solution

No paper is in the input tray.

Load paper.

Any faxes received while the input tray is empty are stored and will print after the tray has paper.

The Fax Printing Schedule feature is enabled.

Faxes print according to the schedule.

To print faxes immediately, disable the Fax Printing Schedule feature.

The printer is either low on toner or has run out of toner.

If configured, the printer stops printing as soon as it is low on toner, or runs out of toner.

Any received faxes are stored in the printer memory and will print after the toner has been replaced.

The incoming call might be a voice call.

Incoming voice calls usually show up in the call report as a No Fax Detected error.

Because these are voice calls and not a fax error, no action is necessary.

The incoming fax was interrupted.

Verify that the fax telephone line does not have an activated call-waiting feature.

A call-waiting notice can interrupt a fax call in progress, which causes a communication error.

The Fax Printing Schedule feature is set to the Always store faxes option.

Change the Fax Printing Schedule setting to the Always print faxes option.


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