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HP LaserJet M4555 MFP - Cannot receive faxes in an analog phone system environment

Issue:
The document below will address issues while receiving faxes on analog phone line.
One of the symptoms below is noticed while receiving faxes on an analog line.
  • Incoming call is not answered by the product.
  • 'No Fax detected' message on the control panel.
  • 'Fax failed' message on the control panel.
  • Incoming fax hangs at receiving x/y (where x is receiving page and y is total no of pages being received).
Solution
Step one: Check the telephone cord
Make sure one end of the phone cord is connected to MFP and the other end directly to the wall socket. Remove splitter or any other interfacing devices.
  note:
Phone cord(s) vary depending on the country/region. HP recommends using the phone cord that comes with the fax accessory to ensure that the accessory functions correctly.
If you still have issues receiving faxes go to Step 2.
Step two: Plug the phone cord to another wall jack
Noise on the phone lines can also cause issues receiving faxes. It is difficult determine the noises on the line with dial tone and reorder tone just by listening unless they are loud enough. Noises can be determined if we measure the actual signal levels with electronic measuring equipment.
  • Disconnect the phone cord from the MFP and connect it to a single line telephone.
  • Plug the cord into another wall socket. If you can receive faxes check with your telephone company to fix line issues on the first line.
If you still cannot receive faxes go to Step 3.
Step three: Change MFP fax settings
HP MFP would perform better in handling incoming faxes by changing the Fax Receive Settings as stated below. You can change these settings either in Control Panel or EWS:
On Control Panel:
  1. On the control panel, touch the Administration icon to open the Administration menu.
  2. Scroll to Fax Settings to open the fax menu.
  3. Scroll to and touch Fax Receive Settings.
  4. Touch Fax Receive Setup.
    1. Rings to answer:
      The rings-to-answer setting determines the number of times the phone rings before the call is answered by the fax accessory
      1. Touch Rings to Answer to open the rings to answer screen.
      2. The default setting range for rings to answer is country/region-specific and is usually set to 2.
      3. Use the up and down arrows to select and change the number of rings.
      4. You can leave the setting at 2 or change it to 4.
        note:
      If you have a shared line with voice messaging service on the line that is used for fax, set the ‘Rings to Answer’ to lower number of rings than that of voice mail.
    2. Fax Receive Speed:
      The fax receive speed indicates the speed at which receiving fax machine negotiates with sender. The speed can be set to one of the following:
      • Fast (default) — v.34/max 33,600 bps
      • Medium — v.17/max 14,400 bps
      • Slow — v.29/max 9600 bps
        bps - bits per second
        v.34, v.17, v.29 – ITU recommendations for fax
      To set the fax receive speed:
      1. Touch the drop down under Fax Receive Speed to change the setting.
      2. It would be better to set the speed to Medium as this speed would work with most fax machines in the world.
      3. Set the Ring Interval at default 600ms and Ring Frequency default at 68 hz. (Generally these should be left at the default settings for best performance.)
      4. Touch Save after changing all settings.
      Below is the snapshot of the settings on the control panel.
On product Embedded Web Server:
  1. Open the Embedded Web Server of the product by typing the IP address of the product on a web browser.
  2. Click on the Fax tab.
  3. Click on Internal Modem sub tab.
  4. On the left side navigation click on Fax Receive Setup.
  5. Make the following changes under Fax Receive Settings:
    1. Rings to answer:
      The rings-to-answer setting determines the number of times the phone rings before the call is answered by the fax accessory
      1. Click on the Rings to Answer drop-down menu.
      2. The default setting range for rings to answer is country/region-specific and is usually set to 2.
      3. You can leave the setting at 2 or change it to 4.
    2. Fax Receive Speed:
      The fax receive speed indicates the speed at which receiving fax machine negotiates with sender. The speed can be set to one of the following:
      • Fast (default) — v.34/max 33,600 bps
      • Medium — v.17/max 14,400 bps
      • Slow — v.29/max 9600 bps
        bps - bits per second
        v.34, v.17, v.29 – ITU recommendations for fax
      To set the fax receive speed:
      1. Click on the drop down under Fax Receive Speed to change the setting.
      2. It would be better to set the speed to Medium as this speed would work with most fax machines in the world.
      3. Set the Ring Interval at default 600ms and Ring Frequency default at 68 hz. (Generally these should be left at the default settings for best performance.)
      4. Click on Apply after changing all settings.
      Below is the snapshot of the settings on EWS.
Step four: Check with the sending machine
  • If the faxes are not being received from a particular sending machine, report the issue to the sender and ask the sender to fax from a different machine.
  • If the faxes are not being received from any senders go to step five.
Step five: Upgrade the device to latest firmware
Check for the latest firmware on HP’s website. Follow the steps below to download the firmware:
  1. Visit www.hp.com and click on Support and drivers.
  2. Click on Drivers and Software.
  3. In the search box type your HP Laserjet product name.
  4. Click on the product link.
  5. Select your Operating System. Example: Windows 7 (64 bit)
  6. Look for the section Firmware
  7. Under Firmware check under Current Version. Note the version number. Example: 2121197_170340
  8. Verify if it is the same version that is on your product.
To check the firmware version on your product use one of the methods below:
On Control Panel:
  1. Touch the Administration icon to open the Administration menu.
  2. Touch Reports.
  3. Touch Configuration/Status pages.
  4. In the list check Configuration Page.
  5. Touch View.
  6. Under Device Information scroll down and note the Firmware revision.
  7. If it is the same version as the one available on HP’s website, your device is already upgraded to the latest version of firmware. Proceed to Step six.
  8. If it is a different version, download the latest firmware and follow the instructions to upgrade to the latest firmware.
If the issue is not resolved after upgrading to the latest firmware, proceed to Step six.
On product Embedded Web Server:
  1. Open the Embedded Web Server of the product by typing the IP address of the product on a web browser.
  2. Under the Information tab click on Configuration Page.
  3. Under Device Information note the Firmware revision.
  4. If it is the same version as the one available on HP’s website, your device is already upgraded to the latest version of firmware. Proceed to Step six.
  5. If it is a different version, download the latest firmware and follow the instructions to upgrade to the latest firmware.
If the issue is not resolved after upgrading to the latest firmware, proceed to Step six.
Step six: Test another fax machine on the same line:
  1. If you have another working fax machine available, disconnect the HP MFP and connect it to the same line.
    • If the other fax machine works, proceed to Step seven.
    • If the other fax machine does not work, contact the phone company for possible line issues.
  2. If you do not have another working fax machine available, proceed to Step seven.
Step seven: Replace the analog fax accessory 500:
  1. If you have another analog fax accessory 500 available, replace the accessory.
  2. If you do not have another analog fax accessory 500 available, contact HP support for further assistance.

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