The HP Fax can send faxes but cannot receive them

Learn how to troubleshoot your HP All-in-One printer or HP Fax device if it can send faxes but cannot receive them.

NOTE: Prior to following the troubleshooting below make sure the HP All-in-One printer or HP Fax device has not run out of ink and is able to print. If the printer has run out of ink or is experiencing a hardware issue, faxes will be stored in the memory instead of being printed.

Solution one: Run a fax diagnostic testSolution one: Run a fax diagnostic test
Run a fax test to make sure that the fax is set up correctly.

NOTE: Check the documentation and manuals that came with your HP All-in-One printer or HP Fax device to learn how to run a fax test on your specific HP All-in-One model.

  • If the fax diagnostic report shows faxing issues and solutions, that means that the fax test failed. Follow the solutions on the printed report to troubleshoot the issue. This report is specific to your product and faxing environment, so use the solutions on the report to resolve the listed faxing issues.
    Repeat the Fax Test after fixing the listed faxing issues to make sure the test passes.

  • If the test does not show faxing issues and solutions, the fax test passed; continue to the next solution.

Solution two: Make sure that the Auto Answer feature is turned onSolution two: Make sure that the Auto Answer feature is turned on

When the Auto Answer feature is on, the HP fax product automatically answers all incoming fax calls. When off, the HP fax product does not answer any incoming fax calls.

NOTE: Check the documentation and manuals that came with your HP All-in-One printer or HP Fax device to learn how to set Answer Mode toAutomatic.

Some HP fax models incorporate more specific Answer Mode options, namely:

- Fax: The HP Fax will automatically answer all incoming calls according to the Rings to Answer setting.

- FaxTel (only for models that incorporate a phone handset):
The HP Fax device will automatically answer all incoming calls according to the Rings to Answer setting.

  • If the call is a fax call, the HP Fax device will take it.

  • If the call is a voice call, the HP Fax device will create a special ring to indicate that it is a voice call.

    NOTE: Voice calls need to be answered using the attached handset.

- Tel: The HP Fax device will not automatically take calls. Faxes need to be received manually.

- AnswerMachine (TAM): The HP Fax device will monitor the line when an incoming call is answered by a person or by the answering machine. If the HP Fax detects fax tones on the line, it will activate to receive the fax.
 

Solution three: Make sure that there are no conflicting telephone servicesSolution three: Make sure that there are no conflicting telephone services

Most telephone service providers offer services intended to prevent the reception of unwanted calls. These services may be blocking incoming faxes. If there are any of these services on the telephone line connected to the HP All-in-One printer or HP Fax device, contact the telephone service provider for its recommended solution.

The following services may block incoming faxes:
  • Voice mail
  • Privacy block
  • Security screen
  • Anonymous call rejection
  • Privacy manager
  • Any other service that screens or intercepts incoming calls

NOTE: Distinctive Ring service, if available from the telephone service provider, often resolves this issue.




Solution four: Check for Distinctive ringSolution four: Check for Distinctive ring

Distinctive ring is an optional service that is available from most telephone companies. This service allows one telephone line to have multiple telephone numbers. Each telephone number has a distinctive ringing sound (a single ring, double ring, triple ring...).
When the phone rings with the ring pattern assigned to your fax line, the HP Fax device will activate to answer the call and receive the fax.

NOTE: Faxes cannot be received when the telephone line is in use with the main telephone number. Even though the HP Fax product has a separate telephone number, it is still sharing the same telephone line.

The HP Fax must be adjusted to match the ring pattern assigned to the fax number.

NOTE: Check the documentation and manuals that came with your HP All-in-One printer or HP Fax device to learn how to access the Advanced Fax Setup menu and configure the Distinctive Ring feature.

If the ring pattern is different than expected, the Distinctive Ring service might not be correctly set up. Refer to your telephone service provider or configure the HP All-in-One printer or HP Fax device to answer All Rings.

Solution five: Slow down fax transmission speedSolution five: Slow down fax transmission speed

Changing the Fax Transmission Speed setting to Medium may improve the HP All-in-One printer or Fax ability to receive faxes over a troubled phone line.

NOTE: Check the documentation and manuals that came with your HP All-in-One printer or HP Fax device to learn how to slow down the fax transmission speed.

Solution six: Turn on the fax error code reportingSolution six: Turn on the fax error code reporting

The HP All-in-One printer of HP Fax device can report a three digit error code if it detects an error condition when sending or receiving faxes. Turn on the fax error reporting to determine the error code and try to receive a fax.

NOTE: Check the documentation and manuals that came with your HP All-in-One printer or HP Fax device to learn how to enable printing of fax error code reports.

  1. Make sure the HP Fax is ringing when the fax call is received.

  2. Observe the HP All-in-One control panel display and listen to the sounds it makes. If the product is working correctly, the following events occur:

    a) When it receives a call, ring tones are audible (in case the loudspeaker is not disabled) and an Incoming Call message appears on the control panel display.

    b) When the HP Fax answers the call, the HP fax and the remote fax exchange tones. A Connecting message appears on the control panel display.

    During this phase, the HP fax and the remote fax compare each other’s capabilities, exchange information about how to send the fax, and try to establish a reliable transmission speed.

    c) After the connection is established, the HP Fax receives the pages of the document. Messages appear on the control panel display indicating the current status, such as Receiving Page 1.

    • In case there is no rings or an Incoming Call message, try calling the fax number to check if the line is active.

    • In case the rings can be heard or the display shows an Incoming Call message, check what is the phase of the fax reception during which it became interrupted and continue the troubleshooting.

  3. Review the results of the fax attempt.

    - If no error report or error code appears, continue to the next solution.

    - If a fax error report prints, continue to the next step.

  4. Check the fax error report for a 3-digit fax code.

    NOTE: See the article related to 3-digit fax codes in the same collection to find the solutions suitable for every 3-digit error code.

  5. Try to receive a fax again




     

Solution seven: Test with a simple fax connectionSolution seven: Test with a simple fax connection
  1. Plug the telephone cord directly into the telephone jack and not through any other device.

  2. If present, remove any splitters or other devices attached to the line, except for the DSL filter.

  3. If the phone cord exceeds 3 meters (10 feet) long, move the fax closer to the phone jack and use a cord no longer than 3 meters (10 feet).

  4. Connect the telephone cord directly to the back of the product into the port labeled 1-Line.

    1 telephone jack and cord

    1 - Telephone jack
    2 - Telephone cord

  5. Remove any devices, such as telephone answering machines or computer modems, attached to the phone line.
    If devices attached to other extensions of the same phone line are present, remove them for this test as well.

    NOTE: Each device attached to a phone line has a Ringer Equivalence Number (REN). The REN indicates how many devices can be simultaneously connected to a telephone line.
    In most areas, there should not be more than five devices on the same line.
    If too many devices are attached, they may not ring properly. This may cause the ring to not be detected by the HP fax.

    Once the other devices have been removed, try to send a fax.

  6. If removing other phone devices and connections allows the HP All-in-One printer or HP Fax device to send faxes, it indicates interference from one or more of the removed devices.
    Interference can be caused by incompatibility or by too many other phone devices being connected at once.
    Add back one by one the phone devices previously removed to make sure they do not interfere again.

  7. If a DSL filter is needed on the line, try replacing it. Thereafter look at the end of the plug on the HP All-in-One phone cord and check whether two or four wires are visible.

    3-Wires

    Replace the phone cord with another one (preferably one with only two wires at its end) and try to send a fax.

Solution eight: Perform a partial resetSolution eight: Perform a partial reset

Performing a Partial Reset on your HP All-in-One printer or HP Fax device returns all fax settings to default values.

NOTE: Performing a Partial Reset may remove all speed dials and other fax settings. Besides it might be necessary to re-configure the language and country/region settings after the Partial Reset is complete.
(Due to previous considerations, Partial Reset should be used only as a last resort).

  1. Disconnect the power cord from the back of the HP All-in-One printer.

  2. Wait 20 seconds, and then press and hold # and 3 on the HP All-in-One control panel.

  3. While still pressing # and 3, reconnect the power cord to the back of the HP All-in-One printer.

  4. Release the # and 3 keys when the product turns on. The HP All-in-One printer resets to factory defaults.

Once the HP All-in-printer has been reset, try to receive a fax again.

Solution nine: Test in a different locationSolution nine: Test in a different location
If possible, move the HP All-in-One Printer or HP Fax device to another location with a separate telephone line, and then try to receive a fax at the new location.
If the HP Fax device is found to function correctly in the new location, the issue is not related to the HP fax and the telephone line condition should be tested.
 
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