HP MFP Fax Receiving Issues

• 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 1: 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 button /.

  2. Open the following menus:

     1. System Setup

     2. Paper Setup

     3. Default Paper Size

  3. Select the desired paper size setting.

• Solution 2: Set the paper type and size for the tray that is used for faxes.

• Solution 3: 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 button /.

  2. Open the following menus:

     1. Fax Setup

     2. Advanced Setup

     3. Fit to Page

  3. Touch the On setting.

• NOTE: If the Fit to Page setting is off and the Default Paper Size setting 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. Check the following scenarios for solutions:

Scenario 1: An answering machine is connected to the printer

• Solution 1: Follow these steps to set the Answer Mode option to the TAM setting:

  1. From the Home screen on the printer control panel, touch the Setup button /.

  2. Open the following menus:

     1. Fax Setup

     2. Basic Setup

     3. Answer Mode

  3. Touch the TAM setting.
     If the TAM setting is unavailable, set the Answer Mode option to Automatic.

• Solution 2: 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/ button.

  2. Open the following menus:

     1. Fax Setup

     2. Basic Setup

     3. Rings to Answer

  3. Select the desired setting.

• Solution 3: Connect the answering machine to the "telephone" port.

• Solution 4: 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 button /.

  2. Open the following menus:

     1. Fax Setup

     2. Basic Setup

     3. Answer Mode

  3. Touch Fax/Tel.

Scenario 2: A handset is connected to the printer

• Solution: Make sure the phone is hung up.

Scenario 3: The Answer Mode setting is set to the Manual

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

Scenario 4: The fax has a dedicated phone line

Solution: Follow these steps to set the Answer Mode option to the Automatic setting:

1. From the Home screen on the printer control panel, touch the Setup button /.

2. Open the following menus:

   1. Fax Setup

   2. Basic Setup

   3. Answer Mode

3. Select Automatic.

Scenario 5: The printer is connected to a DSL phone service

• Solution 1: 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 2: Verify that the filter is connected.

• Solution 3: Replace the existing filter to make sure that it is not defective.

Scenario 6: The printer uses a fax over IP or VoIP phone service

• Solution 1: 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 button /.

  2. Open the following menus:

     1. Fax Setup

     2. Advanced Setup

     3. Fax Speed

  3. Select the desired speed setting.

• Solution 2: 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.

Scenario 7: Voice mail is available on the fax line

• Solution 1: 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 button /.

  2. Open the following menus:

     1. Fax Setup

     2. Basic Setup

     3. Distinctive Ring

  3. Select the desired ring setting.

• Solution 2: Set the Answer Mode option to the Manual setting:

  1. From the Home screen on the printer control panel, touch the Setup button /.

  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 3: 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 1: Check the toner cartridges and replace if necessary.

• Solution 2: 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 1: Make sure the phone is hung up.

• Solution 2: Set the Answer Mode option to match the printer/handset setup:

  1. From the Home screen on the printer control panel, touch the Setup button /.

  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

A phone line splitter is being used for the telephone connection and the sender receives a busy signal.

• Solution 1: Make sure the phone is hung up.

• Solution 2: Make sure the phone is not being used for a voice call when sending or receiving faxes.

• Solution 3: If you are using a phone line splitter, remove the splitter and set up the phone as a downstream phone.