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HP Officejet Pro 3620 Black & White e-All-in-One Printer - Cannot Send or Receive Faxes

Issue
The printer cannot send or receive faxes.
Important: Before you begin working through the solutions in this document, first run a fax test report to determine the faxing status on the printer and whether or not the printer is configured correctly to send and receive faxes.
Start here: Run a fax test report
Follow these steps to run a fax test report.
  1. On the printer control panel, press the Setup button ().
  2. Press the button () next to the Down Arrow () to scroll to Fax Setup, and then press the button next to OK. The Fax Setup menu displays.
  3. Press the button next to the Down Arrow to scroll to Fax Tools, and then press the button next to OK. The Fax Tools menu displays.
  4. Press the button next to the Down Arrow to scroll to Run Fax Test, and then press the button next to OK. The printer prints a fax test report.
  5. Review the report.
  • If the fax test indicates that it does not detect a phone line or dial tone, continue to the solutions to resolve the issue.
  • If the results of the fax test are All Pass, skip to the Configure the fax for sending and receiving section in this document.
Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
Solution one: Check the fax connections
Follow these steps to check the physical connections, and then test the fax.
Step one: Check the physical connections
Follow these steps to check the physical connections of your printer.
  1. Disconnect the telephone cord from the printer, and then examine the connector on the end of the cord. Make sure that the cord has only two wires.
    Figure : Two-wire telephone cord
    Image: Two-wire telephone cord
    Figure : Four-wire telephone cord
    Image: Four-wire telephone cordIf the cord has four wires, replace it with a two-wire phone cord. Important! HP recommends you use the phone cord that came with your printer to connect the printer to the telephone wall jack. Otherwise, you might not be able to fax successfully. This special phone cord has only two copper  wires. If you have the cord that shipped with the HP fax printer and it is long enough, use that cord.If you must use a cord with four wires, use the converter that shipped with printer. The converter allows a cord with four wires to work with a device that requires a cord with two wires.
  2. Connect one end of the phone cord that came in the box with the printer to the telephone jack, and then connect the other end of the cord to the port labeled 1-LINE on the rear of the printer.
      Figure : Connect the printer
      Image: Connect the fax printer
    1. Telephone wall jack
    2. Phone cord that came with the printer
  3. Connect a single-line telephone to the 2-EXT port on the rear of the printer.
      note:
    If other devices need to use the same telephone jack, use the parallel splitter to connect them to the 2-EXT port on the rear of the HP fax printer.
      Figure : Connect two devices to the 2-EXT port
      Image: Connecting two devices to the 2-EXT port
    1. Telephone wall jack
    2. Phone cord that came with the printer
    3. Parallel splitter
    4. Computer
    5. Telephone
  4. Pick up the telephone receiver, and then listen for a dial tone. Make sure that you can dial out using the telephone keypad.
    • If there is a dial tone and you can dial out using the telephone, the printer is connected correctly to a working telephone cord and telephone jack.
    • If there is no dial tone, check the configuration again and make sure that it is set up correctly.
Follow these steps to try to send, and then receive a fax.
If you are experiencing fax issues when using a computer, make sure that you can first send and receive faxes from the printer control panel.
  note:
The steps described in this document are intended only for faxing from the printer control panel. To learn how to fax from your computer software program, consult the software Help menu.
  1. Write down and confirm the fax number for another fax machine that you know sends and receives faxes correctly. This fax machine can be in the same building, on another phone line, or at another location that has someone who can assist you.
      note:
    It is also very helpful to call the person or company you want to dial and speak to them. They can tell you how their fax machine behaves when it is called by your printer. This information can be valuable when trying to determine the problem.
  2. Write down and confirm the fax number of your printer, and then place a copy of both fax numbers within easy reach.
  3. Send a fax to the test fax machine.
  4. After you successfully send a fax, try to receive a fax.
  • If these steps resolved the issue, you can stop troubleshooting.
  • If the issue persists, continue to the next solution.
Solution two: Configure the fax for sending and receiving
Follow these steps to configure the fax for sending and receiving.
Step one: Connect the fax
If using an analog telephone service, skip to the next step. If you are unable to determine your telephone line type, contact your telephone service provider for additional information.
Click the Plus sign () next to your connection type, and then follow the steps to connect your printer.
Step two: Change the number of Rings to Answer
Follow these steps to change the Rings to Answer setting to the highest number of rings available.
  1. On the printer control panel, press the Setup button ().
  2. Press the button () next to the Down Arrow () to scroll to Fax Setup, and then press the button next to OK. The Fax Setup menu displays.
  3. Press the button next to the Down Arrow () to scroll to Basic Setup, and then press the button next to OK. The Basic Setup menu displays.
  4. Scroll down to Rings to Answer, and then press the button next to OK.
  5. Press the button next to the Plus sign ( + ) to change the setting to the highest number of rings available, and then press the button next to OK.
  6. Press the Home button () to return to the home screen.
Step three: Change the Distinctive Ring pattern setting
Follow these steps to change the Distinctive Ring pattern setting.
  note:
Only set a distinctive ring pattern if your phone service features the Distinctive Ring service. For more information, contact your telephone service provider.
  1. On the printer control panel, press the Setup button ().
  2. Press the button () next to the Down Arrow () to scroll to Fax Setup, and then press the button next to OK. The Fax Setup menu displays.
  3. Scroll down to Advanced Setup, and then press the button next to OK. The Advanced Setup menu displays.
  4. Press the button next to OK to select the Distinctive Ring menu.
    A message displays stating that this setting should not be changed unless you have multiple numbers on the same telephone line.
  5. Press the button next to OK to exit the message, and then press the button next to Yes. A list of fax ring tone patterns displays.
  6. Select one of the following actions:
    • If you know the ring pattern that the telephone company assigned to your fax number, scroll down to the correct fax ring pattern, and then press the button next to OK.
    • If you do not know the ring pattern assigned by your telephone company, scroll down to Auto Detect, press the button next to OK, and then follow the on-screen instructions.
      note:
    If the printer cannot detect the ring pattern or if the feature cancels before it finishes, the ring pattern sets automatically to the default setting, which is All Rings.
  7. Press the Home button () to return to the home screen.
  8. Try to send or receive a fax again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution three: Temporarily remove any other devices from the telephone line, and then reset the printer
Follow these steps to remove any other devices from the telephone line, and then reset the printer.
  1. If any other devices, such as a telephone, a telephone answering machine, or a modem, are connected to the telephone line, remove each device.
      note:
    Remove each device even if the device is in another room connected to another telephone jack or connected using a parallel splitter.
  2. Connect one end of the telephone cord that came in the box with the printer to the telephone wall jack, and then connect the other end of the cord that came with the printer to the port labeled 1-LINE on the rear of the HP fax printer.
      Figure : Connect the printer
      Image: Connect the printer
    1. Telephone wall jack
    2. Phone cord that came with the printer
  3. Try to send or receive a fax again.
Step two: Test the fax functionality
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution four: Reset the printer
Follow these steps to reset the printer.
  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Contacting HP for service in all countries/regions except Asia Pacific.
If you completed all the preceding steps and your product still has an issue, service the product.
Check your product warranty to determine if your product is still under warranty, and then go to Contact HP Support to schedule a repair or replacement.
Repair fees might apply for out-of-warranty products.

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