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HP LaserJet Pro MFP - Solve problems sending or receiving faxes (including fax error messages)

Use the information in this document to troubleshoot issues with sending and receiving faxes and common fax error messages that might display on the printer control panel.

This document applies to HP LaserJet Pro MFP fax models that have a touchscreen control panel with a black background.

Touchscreen with black background

If you have an HP LaserJet Pro MFP model that has a touchscreen control panel with a white background (as shown in the figure below), go to Solve problems sending or receiving faxes (including fax error messages).

Touchscreen with white background

About fax setup

Before you begin troubleshooting, review the following information about fax setup.

Fax configuration

Make sure to set up or review your current parameters and preferences for faxing. Using the correct settings for your situation can prevent many issues.

For example, you can set up send options and receive options. You can also specify reporting options, such as whether to print a notification report after a failed fax job, or whether to print a confirmation report after a successful fax job.

Make sure the telephone cable is connected to the fax port on the printer and to the telephone jack on the wall, and then review or update fax options.

For general fax setup, touch the Setup icon (or ) on the Home screen of the printer control panel, and then touch the Fax Setup menu.
For additional fax features and options, touch the Fax icon , and then touch the Fax Menu button.

Analog vs. digital environments

This printer is an analog fax device. HP recommends using the printer on a dedicated analog telephone line.

For a digital environment, such as DSL, PBX, ISDN, or VoIP, make sure to use the correct filters and configure the digital settings correctly. For more information, contact the digital service provider.

Fax sending problems

Click a section heading below that corresponds with the issue you are experiencing, and then try the solutions (in the order presented) to resolve the issue.

Control panel displays a "Ready" message with no attempt to send the fax

The printer control panel indicates that the printer is in a "Ready" state, but the fax does not send.

Solution one: Check the fax activity log for errors.
1. Touch the Fax button, and then touch the Fax Menu button.
2. Open the following menus:
  1. Fax Reports
  2. Fax Activity Log
3. Touch Print Log Now.
Solution two: If a phone is connected to the printer, make sure that the phone is hung up.
Solution three: Connect the phone cord between the printer and the telephone jack in the wall, and then resend the fax.

Faxes are sending slowly

Faxes are sending slowly.

Solution one: This issue can be caused by poor phone line quality. Try sending the fax again when the line conditions have improved.
Solution two: Check with the phone service provider to make sure that the line supports fax.
Solution three: Turn off the Error Correction setting.

Note:
Turning off the Error Correction setting can reduce image quality.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Service
  2. Fax Service
  3. Error Correction
3. Touch Off.
Solution four: Use white paper for the original. Do not use colors such as gray, yellow, or pink.
Solution five: Increase the Fax Speed setting.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Advanced Setup
  3. Fax Speed
3. Touch the desired fax speed setting.
Solution six: Divide large fax jobs into smaller sections, and then fax them individually.
Solution seven: Change the Fax Resolution setting.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Advanced Setup
  3. Fax Resolution
3. Select a resolution setting that is applicable to the document you are faxing.

Faxes can be received, but not sent

The printer receives incoming faxes, but does not send outgoing faxes.

Solution one: Check for a dial tone on the phone line by using the Start Fax button.
Solution two: Turn the printer off and then back on.
Solution three: Configure the fax time, date, and fax header information.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Basic Setup
  3. Fax Header
3. Enter the fax header information.
Solution four: Verify that any extension phones on the line are hung up.
Solution five: If using a DSL service, make sure that the phone line connection to the printer includes a high-pass filter.

Receive a recorded error message from the phone company when trying to send a fax

You receive a recorded error message from the phone company when trying to send a fax.

Solution one: Make sure you dial the fax number correctly, and make sure that the phone service is not blocked. For example, some phone services might prevent long distance calling.
Solution two: If an outside line requires a prefix, turn on the Dial Prefix setting (or include the prefix in the speed dial number). Follow these steps to turn on the Dial Prefix setting:
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Basic Setup
  3. Dial Prefix
3. Touch On.
Note:
To send a fax without a prefix when the Dial Prefix setting is turned on, send the fax manually.
Solution three: If you are sending a fax to an international number, try the following tips:
- If a prefix is required, manually dial the telephone number with the prefix.
- Enter the country/region code before dialing the phone number.
- Wait for pauses as you hear the tones on the phone.
- Send the fax manually using the printer control panel.

Sent fax quality is poor

The fax recipient reports that the fax is blurry or too light.

Solution one: Increase the fax resolution setting.

Note:
Increasing resolution slows transmission speed.

Resolution does not affect received faxes.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Advanced Setup
  3. Fax Resolution
3. Select the desired resolution setting.
Solution two: Turn off the Error Correction setting.

Note:
Turning off the Error Correction setting can reduce image quality.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Service
  2. Fax Service
  3. Error Correction
3. Touch Off.

Unable to send a fax when a phone is connected to the printer

A telephone is connected to the printer and you are not able to send a fax.

Solution one: Make sure that the telephone is hung up.
Solution two: Make sure that the telephone is not being used for a voice call when faxing.
Solution three: Disconnect the phone from the line, and then try sending the fax.

Unable to use fax functions from the control panel

The fax functions are not available on the printer control panel.

Solution: The printer might be password protected.

If a network administrator has set a printer password, then you must obtain the password in order to use the fax features on the printer. Verify with the system administrator that the fax functionality has not been disabled.

Unable to use group dials

The group dialing feature is not working.

Solution one: Make sure that the fax number is valid.
Solution two: If an outside line requires a prefix, turn on the Dial Prefix setting (or include the prefix in the speed dial number). Follow these steps to turn on the Dial Prefix setting:
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Basic Setup
  3. Dial Prefix
3. Touch On.
Note:
To send a fax without a prefix when the Dial Prefix setting is turned on, send the fax manually.
Solution three: Set up all entries in the group with speed dial entries.
1. Open an unused speed dial entry.
2. Enter the fax number for the speed dial.
3. Touch the OK button to save the speed dial.

Unable to use speed dials

The fax speed dial feature is not working.

Solution one: Make sure that the fax number is valid.
Solution two: If an outside line requires a prefix, turn on the Dial Prefix setting (or include the prefix in the speed dial number). Follow these steps to turn on the Dial Prefix setting:
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Basic Setup
  3. Dial Prefix
3. Touch On.
Note:
To send a fax without a prefix when the Dial Prefix setting is turned on, send the fax manually.

Fax receiving problems

Click a section heading below that corresponds with the issue you are experiencing, and then try the solutions (in the order presented) to resolve the issue.

Cannot send or receive a fax on a PBX line

If you are using a PBX phone line, contact your PBX administrator to configure an analog fax line for your printer.

Fax cuts off or prints on two pages

The fax you are receiving cuts off or prints on two pages.

Solution one: Faxes print on a single size of paper based on the Default Paper Size settings. Follow these steps to set the Default Paper Size setting.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. System Setup
  2. Paper Setup
  3. Default Paper Size
3. Select the desired paper size setting.
Solution two: Set the paper type and size for the tray that is used for faxes.
Solution three: Turn on the Fit to Page setting to print longer-length faxes on letter or A4 size paper.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Advanced Setup
  3. Fit to Page
3. Touch On.
Note:
If the Fit to Page setting is Off, and the Default Paper Size is set to Letter, a legal-size original prints on two pages.

Fax does not respond

The printer does not respond when a fax is sent to it.

To identify a solution for this issue, first review the scenarios listed in the sections below. If any of them are applicable, click the section heading to expand that section, and then try the solutions in the order presented.

An answering machine is connected to the printer

The printer might not respond to an incoming fax if an answering machine is connected but the fax settings have not been configured to support it.

Solution one: Change the Answer Mode option to the TAM setting.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Basic Setup
  3. Answer Mode
3. Touch the TAM setting.
  
  Note:
  If the TAM setting is unavailable, set the Answer Mode option to Automatic.
Solution two: Set the Rings to Answer setting to at least one ring more than the number of rings for which the answering machine is set.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Basic Setup
  3. Rings to Answer
3. Select the desired setting.
Solution three: Connect the answering machine to the "telephone" port.
Solution four: If the printer has a telephone handset connected, set the Answer Mode option to the Fax/Tel setting to route calls to the correct device. When a voice call comes in, the printer generates a ring tone that alerts you to pick-up the telephone handset.
Follow these steps to set the Answer Mode option to the Fax/Tel setting:
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  Fax Setup
  
  Basic Setup
  
  Answer Mode
3. Touch Fax/Tel.

A handset is connected to the printer

The printer might not respond to an incoming fax if a phone is connected to the printer and not hung up.

Solution: Make sure the phone is hung up.

The Answer Mode option is set to Manual

The printer might not respond to an incoming fax if the Answer Mode option is set to Manual.

Solution: Touch the Start Fax button on the printer control panel.

The fax has a dedicated phone line

If the fax has a dedicated phone line, the Answer Mode option should be set to Automatic.

Solution: Set the Answer Mode to Automatic.

From the Home screen on the printer control panel, touch the Setup icon (or ).
Open the following menus:
1. Fax Setup
2. Basic Setup
3. Answer Mode
Touch Automatic.

The printer is connected to a DSL phone service

A DSL modem requires a high-pass filter on the phone line connection to the printer.

Solution one: Check the installation and features. A DSL modem requires a high-pass filter on the phone line connection to the printer. Contact your DSL service provider for a filter or buy a filter.
Solution two: Verify that the filter is connected.
Solution three: Replace the existing filter to make sure that it is not defective.

The printer uses a fax over IP or VoIP phone service

Make sure that fax is supported by the IP or VoIP service provider and that you are using the recommended fax speed setting.

Solution one: Set the Fax Speed option to the Slow (V.29) or Medium (V.17) setting.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Advanced Setup
  3. Fax Speed
3. Select the desired speed setting.
Solution two: Contact your service provider to make sure that fax is supported and ask for the recommended fax speed setting. Some companies might require an adapter.

Voicemail is available on the fax line

The printer must be configured to distinguish an incoming fax call from a regular voice call.

Solution one: Add a distinctive ring service to your telephone line and change the Distinctive Ring setting on the printer to match the ring pattern supplied by the telephone company. Contact your telephone company for information.
Follow these steps to adjust the Distinctive Ring setting:
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  Fax Setup
  
  Basic Setup
  
  Distinctive Ring
3. Select the desired ring setting.
Solution two: Set the Answer Mode option to Manual.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Basic Setup
  3. Answer Mode
3. Touch Manual.
Note:
When using this setting, you must be present to receive faxes.
Solution three: Purchase a dedicated line for faxing.

Fax is received but does not print

An incoming fax is received, but does not print.

Note:

When the Private Receive feature is activated, received faxes are stored in memory. A password is required to print the stored faxes.

Solution: Enter the password to print the fax. If you do not know the password, contact the printer administrator.

Note:

Memory errors might occur if the faxes are not printed. The printer will not answer if the memory is full.

Received fax quality is poor

The printed fax is blurry or too light.

Solution one: Check the toner cartridges and replace if necessary.
Solution two: Ask the sender to darken the contrast setting on the sending fax machine, or increase the resolution, and then resend the fax.

Sender receives a busy signal when a handset is connected

The sender receives a busy signal when attempting to send a fax to your printer that has a handset connected.

Solution one: Make sure the phone is hung up.
Solution two: Set the Answer Mode option to match the printer/handset setup.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Basic Setup
  3. Answer Mode
3. Touch Fax/Tel.

Sender receives a busy signal or no dial tone when a phone line splitter is used

When a phone line splitter is being used for the telephone connection, the sender receives a busy signal or no dial tone.

Solution one: Make sure the phone is hung up.
Solution two: Make sure the phone is not being used for a voice call when sending or receiving faxes.
Solution three: If you are using a phone line splitter, remove the splitter and set up the phone as a downstream phone.

Fax error messages

Find the fax error message in the options below, and then try the solutions (in the order presented) to resolve the error.

Communication error

A fax communication error occurred between the printer and the sender or receiver.

Solution one: Allow the printer to retry sending the fax.
Solution two: Try a different phone cord.
Solution three: Connect the printer phone cord to a jack for another phone line.
Solution four: Make sure the telephone line and phone wall jack are active by connecting a telephone and checking for a dial tone.
Solution five: Change the Fax Speed setting.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Advanced Setup
  3. Fax Speed
3. Enable the Slow (V.29) setting, or disable the Fast (V.34) setting.
Solution six: Turn off the Error Correction feature.

Note:
Turning off the Error Correction feature can reduce image quality.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Service
  2. Fax Service
  3. Error Correction
3. Touch Off.
Solution seven: Print the Fax Activity Log report from the control panel to determine if the error occurs with a specific fax number.
1. Touch the Fax button, and then touch the Fax Menu button.
2. Open the following menus:
  1. Fax Reports
  2. Fax Activity Log
3. Touch the Print Log Now option.

If the error persists, contact HP Customer Support for further assistance.

Document feeder door is open. Canceled fax.

The document feeder cover is open, and the printer cannot send the fax.

Solution: Close the document feeder cover and send the fax again.

Fax is busy. Canceled send.

The fax line to which you were sending a fax was busy. The printer has canceled sending the fax.

Solution one: Call the recipient to make sure that the fax machine is on and ready.
Solution two: Make sure that you are dialing the correct fax number.
Solution three: Make sure that the Redial if Busy option is enabled.
Solution four: Check the phone line by printing the Run Fax Test report.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Service
  2. Fax Service
3. Touch Run Fax Test. The printer prints a report with the results.

If the error persists, contact HP Customer Support for further assistance.

Fax is busy. Redial pending.

The fax line to which you were sending a fax was busy. The printer automatically redials the busy number.

Note:

The printer cannot send a fax while receiving an incoming fax. Wait until the incoming fax has been received before attempting to send a fax.

Solution one: Allow the printer to retry sending the fax.
Solution two: Call the recipient to ensure that the fax machine is on and ready.
Solution three: Make sure that you are dialing the correct fax number.
Solution four: Check the phone line by printing the Run Fax Test report.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Service
  2. Fax Service
3. Touch Run Fax Test. The printer prints a report with the results.

If the error persists, contact HP Customer Support for further assistance.

Fax receive error

An error occurred while trying to receive a fax.

Solution one: Ask the sender to resend the fax.
Solution two: Try faxing back to the sender or another fax machine.
Solution three: Check for a dial tone on the phone line by touching the Start Fax button.
Solution four: Make sure that the telephone cord is securely connected by disconnecting the cord, and then reconnecting it.
Solution five: Make sure that you are using the telephone cord that came with the printer.
Solution six: Check the phone line by printing the Run Fax Test report.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Service
  2. Fax Service
3. Touch Run Fax Test. The printer prints a report with the results.
Solution seven: Reduce the fax speed, and then ask the sender to resend the fax. Complete the following steps to reduce the fax speed:
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Advanced Setup
  3. Fax Speed
3. Touch the desired speed setting.
Solution eight: Turn off the Error Correction feature.

Note:
Turning off the Error Correction feature can reduce image quality.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Service
  2. Fax Service
  3. Error Correction
3. Touch Off.
Solution nine: Connect the printer to a different phone line.

If the error persists, contact HP Customer Support for further assistance.

Fax send error

An error occurred while trying to send a fax.

Solution one: Try resending the fax.
Solution two: Try faxing to another fax number.
Solution three: Check for a dial tone on the phone line by touching the Start Fax button.
Solution four: Make sure that the telephone cord is securely connected by disconnecting the cord, and then reconnecting it.
Solution five: Make sure that you are using the telephone cord that came with the printer.
Solution six: Make sure the telephone line and phone wall jack are active by connecting a telephone and checking for a dial tone. Make a voice call.
Solution seven: Connect the printer to a different phone line.
Solution eight: Set the fax resolution to Standard.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Advanced Setup
  3. Fax Resolution
3. Touch Standard.

If the error persists, contact HP Customer Support for further assistance.

Fax storage is full. Canceling the fax receive.

During the fax transmission, the printer ran out of memory. Only the pages that fit into memory will be printed.

Solution one: Turn the printer off and then back on.
Solution two: If you are using the Private Receive feature, print all received faxes to regain some memory.
Solution three: Ask the sender to divide a large fax job into smaller sections, and then fax them individually. Also ask the sender to make sure the resolution of the sending fax machine is not set to the highest setting, such as Photo or Superfine.
Solution four: Cancel all fax jobs.
Solution five: Clear the fax memory.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Service
  2. Fax Service
3. Touch Clear Saved Faxes.

Fax storage is full. Canceling the fax send.

During the fax job, the memory filled up. All pages of the fax have to be in memory for a fax job to work correctly. Only the pages that fit into memory were sent.

Solution one: Cancel the current job. Turn the printer off and then on again. Try sending the job again. If the error reoccurs, cancel the job and turn the printer off and then on again a second time. The printer might not have enough memory for some jobs.
Solution two: Divide a large fax job into smaller sections, and then fax them individually.
Solution three: Select a lower resolution setting and try sending the job again. Follow these steps to change resolution:
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Fax Setup
  2. Advanced Setup
  3. Fax Resolution
3. Select a resolution that is lower than the current resolution setting.

No dial tone

The printer cannot detect a dial tone.

Solution one: Check for a dial tone on the phone line by touching the Start Fax button.
Solution two: Make sure that the telephone cord is securely connected by disconnecting the phone cord from both the printer and the telephone jack, and then reconnecting the phone cord.
Solution three: Make sure that you are using the telephone cord that came with the printer.
Solution four: Verify that the phone line is working by disconnecting the printer, connecting a telephone to the telephone jack, and making a voice call.
Solution five: Make sure that the phone cord from the telephone jack is plugged into the fax port on the rear of the printer.
Solution six: Connect the printer phone cord to a wall jack for another phone line.
Solution seven: Check the phone line by printing the Run Fax Test report.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Service
  2. Fax Service
3. Touch Run Fax Test. The printer prints a report with the results.

If the error persists, contact HP Customer Support for further assistance.

No fax answer. Canceled send.

Attempts to redial a fax number failed, or the Redial if No Answer option was turned off.

Solution one: Call the recipient to make sure that the fax machine is on and ready.
Solution two: Make sure that you are dialing the correct fax number.
Solution three: Make sure that the redial option is enabled.
Solution four: Make sure that the telephone cord is securely connected by disconnecting the phone cord from both the printer and the telephone jack, and then reconnecting the phone cord.
Solution five: Make sure that the phone cord from the telephone jack is plugged into the fax port on the rear of the printer.
Solution six: Connect the printer phone cord to a jack for another phone line.

If the error persists, contact HP Customer Support for further assistance.

No fax answer. Redial pending.

The receiving fax line did not answer. The printer attempts to redial after a few minutes.

Solution one: Allow the printer to retry sending the fax.
Solution two: Call the recipient to ensure that the fax machine is on and ready.
Solution three: Make sure that you are dialing the correct fax number.
Solution four: Make sure that the phone line is working by disconnecting the printer, connecting a telephone to the telephone jack, and making a voice call.
Solution five: Make sure that the phone cord from the telephone jack is plugged into the fax port on the rear of the printer.
Solution six: Connect the printer phone cord to a jack for another phone line.
Solution seven: Try a different phone cord.

If the error persists, contact HP Customer Support for further assistance.

No fax detected

The printer answered the incoming call, but did not detect that a fax machine was calling.

Note:

This error does not always refer to a missed fax. If a voice call is made to a fax number by mistake and the caller hangs up, a "No fax detected" message displays on the printer control panel.

Solution one: Ask the sender to resend the fax.
Solution two: Make sure that the telephone cord from the printer is connected to the wall telephone jack.
Solution three: Make sure that the phone cord from the telephone jack is plugged into the fax port on the rear of the printer.
Solution four: Try a different phone cord.
Solution five: Connect the printer phone cord to a jack for another phone line.
Solution six: Make sure the telephone line and phone wall jack are active by connecting a telephone and checking for a dial tone.
Solution seven: Check the phone line by printing a Run Fax Test report.
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Service
  2. Fax Service
3. Select Run Fax Test. The printer prints a report with the results.

If the error persists, contact HP Customer Support for further assistance.

Storing page 1

A "Storing page 1" message displays on the printer control panel, but the fax is not stored.

Solution: The fax memory is full. Delete stored faxes from memory:
1. From the Home screen on the printer control panel, touch the Setup icon (or ).
2. Open the following menus:
  1. Service
  2. Fax Service
3. Touch Clear Saved Faxes.

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