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    Information regarding recent vulnerabilities

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HP 2140 Fax - Can Send Faxes But Cannot Receive Them

Issue
The product cannot receive faxes, but it can send faxes successfully. All other printing functions work and printouts are of good quality.
  note:
Print this document for easy reference. You can do this by clicking the Printable Version link on this Web page.
Solution
Follow these steps in the order presented to resolve this issue. If one steps resolves the issue, you do not need to continue troubleshooting.
  1. Make sure the product is turned on and correctly connected to the telephone jack.
  2. Load unused plain white paper in the input tray.
  3. On the product control panel, press the Menu button ().
  4. Press the right arrow () to select Tools, and then press OK.
  5. From the Tools menu, press the right arrow () to select Self Test, and then press OK. The fax test prints.
  6. Review the results of the test.
    • If the test lists faxing issues and solutions, the fax test failed. Follow the solutions supplied on the printed report to troubleshoot the issue. Repeat the Fax Test after resolving the issues listed on the report.
    • If the test does not show faxing issues and solutions, the product test was successful. Continue to the next solution.
Solution two: Check that Fax mode is on
In Fax Mode, the product answers the telephone, automatically detects fax tones, and receives the fax.
  1. To select Fax mode, press the Mode/Contrast button until Fax Mode displays, and then press the OK button () to confirm the setting.
  2. Try receiving a fax.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
The following phone company services might block or interfere with incoming faxes:
  • Voice mail
  • Privacy block
  • Security screen
  • Anonymous call rejection
  • Privacy manager
  • Call Waiting
  • Any other service that screens or intercepts incoming calls
If any of these services are on the telephone line connected to the product, contact the telephone service provider for its recommended solution. A distinctive ring service, if it is available from the telephone service provider, often resolves this issue.
  note:
Do not use a Call Waiting service on the same line connected to the fax machine. The alert sound caused by an incoming call can cause the fax to fail.
Solution four: Set up manual fax receive mode
If you are using a Voice Mail service, you can recieve faxes manually using the following instructions.
  1. For manual receive mode, press the Mode/Contrast button until Tel Mode displays, and then press the OK button () to confirm the setting.
  2. Try receiving a fax again.
  3. To receive the fax, answer the telephone, listen for fax tones, and then press the Start button () on the product control panel.
  4. Once you hear fax tones from both machines, hang up the telephone. The product receives the incoming fax.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution five: Check for Distinctive Ring
Distinctive ring is an optional service that is available from most telephone companies. The service is sometimes called RingMaster or IdentaRing. This service allows one telephone line to have multiple telephone numbers. Each telephone number has a distinctive ring pattern.
When you select a distinctive ring option from the fax settings, the HP fax product only answers incoming calls when it detects the selected ring pattern. If you are using a distinctive ring service, use the following steps to check that the fax settings are correct.
  note:
The product cannot receive faxes when the phone line is in use with the primary phone number. Even though the HP fax product has a separate number, it is still sharing the same phone line.
Step one: Teach the HP Fax the ring pattern
The HP Fax can learn the ring pattern when you call it from another telephone or fax machine. Use the following steps to teach the product the ring pattern.
  1. Be ready to call the fax machine.
  2. On the product control panel, press the Menu button ().
  3. Use the arrow buttons () to select Basic Fax, and then press the OK button ().
  4. Use the arrow buttons () to select DRPD Mode, and then press the OK button (). The message, 'Call this fax from another fax machine...Waiting Ring...', displays on the product control panel.
  5. Call the HP Fax. 'DRPD OK' displays when the product learns the distinctive ring pattern. The product returns to Ready mode.
Step two: Set up distinctive ring (DRPD) answer mode
Once you activate DRPD, it becomes an answering mode you can select from the Mode/Contrast menu. Use the following steps to select the answering mode.
Press the Mode/Contrast button repeatedly to select DRPD, and then press the OK button () to confirm the selection. The product will automatically answer incoming fax calls in this mode by detecting the distinctive ring pattern.
  1. Press the Mode/Contrast button repeatedly to select DRPD, and then press the OK button () to confirm the selection. The product will automatically answer incoming fax calls in this mode by detecting the distinctive ring pattern.
  2. Try receiving 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.
HP designs Fax and All-in-One products to work with analog telephone services. These products might experience some difficulties when connected to phone lines with digital services. For best faxing results, connect the product to an analog telephone service.
To obtain digital services information or support, contact the telephone service provider or your system administrator.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution seven: Make sure that the Telephone Answering Machine (TAM) is correctly connected
If you are not using a Telephone Answer Machine (TAM) with the fax product, skip to the next solution.
Set the Rings-to-Answer
If you are using a TAM with the fax product, set the Rings-to-Answer setting on the product to a number at least two greater than the TAM setting. For example, if the TAM is set to answer on four rings, set the HP fax product to answer on six rings. Use the following steps to set the Rings-to-Answer.
  1. On the product control panel, press the Menu button ().
  2. Use the arrow buttons () to select Basic Fax, and then press the OK button ().
  3. Use the arrow buttons () to select Rings To Answer, and then press the OK button ().
  4. Enter the number of rings you want, between two and seven rings, and then press the OK button () to confirm the setting.
  5. Press the Back button () twice to return to the main screen.
  6. Try to 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 eight: Determine the fax error code
The unit will report a three digit error code if it detects an error condition when sending or receiving faxes. To determine the error code, use the following instructions to turn on fax error reporting.
  1. On the product control panel, press the Menu button ().
  2. Use the arrow buttons () to select Basic Fax, and then press the OK button ().
  3. Use the arrow buttons () to select Sending Confirm, and then press the OK button ().
  4. Use the arrow buttons () to select Error, and then press the OK button ().
  5. Try sending a fax again. Dial the fax number manually. Do not use Speed Dials.
    • If the fax is successful, you do not need to continue troubleshooting.
    • If the fax test fails, the product prints a report. Continue with the instructions.
  6. Check the Fax Error Report (if an error occurs) for the 3 digit fax-error code, and then click here for further information on interpreting the error code. (buu02549) (in English)
    Follow the recommended solution in the document. The document might instruct you to turn off Error Correcting Mode (ECM). ECM should only be turned off as a temporary fix, as turning it off can also disable certain features of the product, such as color fax capabilities. If necessary, use the following instructions to turn off ECM.
    1. On the product control panel, press the Menu button ().
    2. Use the arrow buttons () to select Basic Fax, and then press the OK button ().
    3. Use the arrow buttons () to select ECM Mode, and then press the OK button ().
    4. Use the arrow buttons () to select On or Off, and then press the OK button () to confirm the setting.
    5. Press the Back button () twice to return to the main screen.
  7. Try receiving 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 nine: Test with a simple fax connection
Use the follow steps to test the product with a simple fax connection.
  1. Connect telephone cord directly into the telephone jack, and not through any other devices, such as an answering machine.
  2. Remove any splitters or other devices attached to the telephone cord, except for a DSL filter, if present.
  3. If the phone cord is over 10 feet long, move the fax closer to the telephone jack and use a cord 10 feet long or shorter.
  4. Connect the telephone cord directly to the product using the LINE port.
    Figure : Connect the phone cord directly
    illustration of connecting the phone cord
  5. If you have any other devices, such as a telephone, an answering machine, or a modem, connected to the telephone line, remove each device.
      note:
    Remove each device even if it is in another room, connected to another telephone jack, or connected using a line splitter. Every device connected to a phone line has a ringer equivalence number (REN). The REN is used to determine how many devices can be connected to the phone line. In most areas, the sum of device RENs on any single line should not exceed five (5.0). If too many devices are connected to a single phone line, each might not ring properly. This might cause the ring not to be detected by the HP fax product.
  6. Try receiving a fax again.
  • If these steps resolved the issue, one or more of the other devices connected to the phone line is causing interference. Reconnect the other devices, but test the fax as each device is readded to the phone line to determine which device is causing interference.
  • If the issue persists, continue to the next solution.
Solution ten: Perform a partial reset of the HP Fax
A partial reset of the product returns all fax settings to the default values.
  caution:
Performing a partial reset may remove all speed dials and other fax settings. It might be necessary to reset the language and country/region settings after the partial reset is complete. Perform a partial reset only as a last resort.
  1. On the product control panel, press the Menu button ().
  2. Use the arrow buttons () to select Memory Clear, and then press the OK button ().
  3. Use the arrow buttons () to select Factory Default, and then press the OK button ().
  4. Use the arrow buttons () to select Y for yes, and then press the OK button ().
  5. Disconnect the power cord from the back of the product, wait 20 seconds, and then reconnect the power cord.
  6. Wait for the product to warm-up, and then try receiving 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 eleven: Test in another location
Move the product to another location with a separate phone line, such as another house. Test the product's fax functions at another location.
  • If these steps resolve the issue, the problem is not with the product. The phone line at the original location should be tested for issues. Contact your telephone service provider.
  • If the issue persists, continue to the next solution.
Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

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