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HP PageWide Pro 700 series - Printer appears to hang when faxing and copying at the same time

Issue Description

After receiving a fax, the printer displays “Fax Received Successfully!” and begins printing the fax while the control panel returns to a ready state. If the user then tries to make a copy while the fax is printing, the control panel displays “Starting Copy” and the indicator spins but the printer does not make the copy and does not respond to any other key presses. It appears that the printer has locked up or has crashed.

Workaround/Solution

The printer is not actually locked up. If the user waits until the fax has finished printing, the copy process will automatically begin. The printer has acknowledged the copy request but must complete the fax print job before it can proceed to copy. Job concurrency is dependent upon the memory capabilities of the printer. The “Starting Copy” message and the spinning indicator is displayed because the printer does not have enough memory to buffer the copy job and release the control panel while it waits for the fax print job to complete.
Improved control panel messaging for this concurrency workflow is being investigated.

Product Numbers

The following products can exhibit the symptoms listed above:
HP PageWide Pro MFP 772dw
W1B31
HP PageWide Pro MFP 772dn
Y3Z54
HP PageWide Pro MFP 772zs
Y3Z59
HP PageWide Pro MFP 777z
Y3Z55
HP PageWide Pro MFP 777zs
A7W97
HP PageWide Pro Managed MFP 77740dn
Y3Z57
HP PageWide Pro Managed MFP 77740dw
W1B33
HP PageWide Pro Managed MFP 77740z
W1B39
HP PageWide Pro Managed MFP 77750z
W1B37
HP PageWide Pro Managed MFP 77760z
W1B38

Serial Numbers

This issue is not constrained to a specific range of serial numbers.

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Country/Region: Flag New Zealand

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