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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.
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On the printer control panel, select Run Fax Test or Fax Test Report in the Fax or Setup menu.
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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.
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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.
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Lower the fax speed: Using the slow or standard setting can improve sending success.
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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.
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Send the fax in black and white: The receiving fax machine might not support color faxes.
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Confirm the dialing type (tone or pulse): Most phone lines use tone dialing.
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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.
Reset the printer
Reset the printer to recover from printer errors or failures.
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.
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On the printer control panel, select Run Fax Test or Fax Test Report in the Fax or Setup menu.
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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.
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Turn Auto Answer on: If this feature is not enabled, you must manually answer incoming fax calls.
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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.
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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.
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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.
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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.
Reset the printer
Reset the printer to recover from printer errors or failures.
An error displays when faxing
Troubleshoot error codes and messages that prevent successful faxing.
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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.
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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.
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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.
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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.
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.
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.
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Lower the fax speed: Using the slow or standard setting can improve sending success.
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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.
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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.
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Reduce internet traffic: Using a computer or a device to stream content or game over the web can interfere with VoIP faxing.
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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.
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