HP Officejet Pro 8500 - Solve fax problems

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Solve fax problems

10

Solve fax problems

If you ran a fax test and the test failed, see the test report for possible solutions. For more detailed information,

see the electronic user guide available on the computer after installing the software.

The HP Officejet/Officejet Pro

device is having problems

sending and receiving faxes

Make sure you use the phone cord or adapter that came with the HP Officejet/Officejet Pro

device.

Other equipment that uses the same phone line as the HP Officejet/Officejet Pro device might be

in use. Make sure extension phones (phones on the same phone line, but not connected to the

HP Officejet/Officejet Pro device) or other equipment is not in use or off the hook. For example,

you cannot use the HP Officejet/Officejet Pro device for faxing if an extension phone is off the

hook or if you are using a computer dial-up modem to send e-mail or access the Internet.

If you are using a phone splitter, the splitter could cause faxing problems. Try connecting the

HP Officejet/Officejet Pro device directly to the telephone wall jack.

Make sure that one end of the phone cord is connected to the telephone wall jack, while the

other end to port labeled “1-LINE” on the back of the HP Officejet/Officejet Pro device.

Try connecting a working phone directly to the telephone wall jack and check for a dial tone —

if you do not hear a dial tone, please contact your telephone company to check the line.

Make sure you connect the HP Officejet/Officejet Pro device to an analog phone line, or you

cannot send or receive faxes. To check if your phone line is digital, connect a regular analog

phone to the line and listen for a dial tone. If you do not hear a normal-sounding dial tone,

it might be a phone line set up for digital phones. Connect the HP Officejet/Officejet Pro device

to an analog phone line and try sending or receiving a fax.

The phone line connection might be noisy. Phone lines with poor sound quality (noise) can

cause faxing problems. Check the sound quality of the phone line by plugging a phone into the

telephone wall jack and listening for static or other noise. If you hear noise, turn

Error

Correction Mode

(ECM) off and try faxing again.

If you are using a digital subscriber line (DSL) service, make sure that you have a DSL filter

connected. Without the filter, you cannot fax successfully.

If you are using either a private branch exchange (PBX) or an integrated services digital network

(ISDN) converter/terminal adapter, make sure the HP Officejet/Officejet Pro device is connected

to the correct port and the terminal adapter is set to the correct switch type for your country/

region.

You are using a Fax over IP service. Try to use a slower connection speed. If this does not work,

contact your Fax over IP service’s support department.

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Solve fax problems

11

English

The HP Officejet/Officejet Pro

device can send faxes

but cannot receive faxes

If you are not using a distinctive ring service, check to make sure that the

Distinctive Ring

feature

on the HP Officejet/Officejet Pro device is set to

All Rings

.

If Auto Answer is set to

Off

, or you have a voice mail service at the same phone number you use

for fax calls, you can only receive faxes manually.

If you have a computer dial-up modem on the same phone line with the HP Officejet/Officejet

Pro device, check to make sure that the software that came with your modem is not set to receive

faxes automatically.

If you have an answering machine on the same phone line with the HP Officejet/Officejet Pro

device:
• Check that the answering machine is working properly.
• Make sure the HP Officejet/Officejet Pro device is set to receive faxes automatically.
• Make sure the

Rings to Answer

setting is set to a greater number of rings than the

answering machine.

• Disconnect the answering machine and then try receiving a fax.
• Record a message that is approximately 10 seconds in duration. Speak slowly and at a low

volume when recording your message. Leave at least 5 seconds of silence at the end of the

voice message.

Other equipment that uses the same phone line might be causing the test to fail. You can

disconnect all the other devices and run the test again. If the Dial Tone Detection Test passes,

then one or more of the other equipment is causing problems. Try adding them back one at

a time and rerunning the test each time until you identify which piece of equipment is causing the

problem.

The HP Officejet/Officejet Pro

device cannot send faxes but

can receive faxes

The HP Officejet/Officejet Pro device might be dialing too fast or too soon. For example, if you

need to access an outside line by dialing “9,” try inserting pauses as follows: 9-XXX-XXXX (where

XXX-XXXX is the fax number you are sending to). To enter a pause press

Redial/Pause

, or press

the

Symbols

or

*@

button repeatedly, until a dash (-) appears on the display.

The display always shows

Phone Off Hook

You are using the wrong phone cord. See the first two issues under “The HP Officejet/Officejet

Pro device is having problems sending and receiving faxes” on page 10.

The HP Officejet/Officejet Pro

device is having problems

sending a manual fax

This possible solution applies only in the countries/regions that receive a 2-wire phone cord

in the box with the HP Officejet/Officejet Pro device, including: Argentina, Australia, Brazil,

Canada, Chile, China, Colombia, Greece, India, Indonesia, Ireland, Japan, Korea, Latin

America, Malaysia, Mexico, Philippines, Poland, Portugal, Russia, Saudi Arabia, Singapore,

Spain, Taiwan, Thailand, USA, Venezuela, and Vietnam.

If you are sending a fax manually from your phone that is connected directly to the HP Officejet/

Officejet Pro device, you must use the keypad on the telephone to send the fax.

Fax tones are recorded on my

answering machine

See the information about answering machine - related problems for the ”The HP Officejet/

Officejet Pro device can send faxes but cannot receive faxes“ topic in this table.

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Solve fax problems

12

The phone cord that came with

my HP Officejet/Officejet Pro

device is not long enough

If the phone cord that came with the HP Officejet/Officejet Pro device is not long enough, you

can use a coupler to extend the length. You can purchase a coupler at an electronics store that

carries phone accessories. You also need another phone cord, which can be a standard phone

cord that you might already have in your home or office.

TIP: If the device came with a 2-wire phone cord adaptor, you can use it with a 4-wire phone

cord to extend the length. For information on using the 2-wire phone cord adaptor, see the

documentation that came with it.

1. Using the phone cord supplied in the box with the HP Officejet/Officejet Pro device, connect

one end to the coupler, and then connect the other end to the port labeled 1-LINE on the

back of the HP Officejet/Officejet Pro device.

2. Connect a second phone cord to the open port on the coupler and to the telephone wall

jack.

I cannot print color faxes

To print color faxes, make sure that the Incoming Fax Printing options in the control panel is

turned on.

I cannot save color copies to

the computer

Fax to PC and Fax to Mac do not support saving color copies to a computer.

I cannot receive faxes on my

computer

If you are using a computer running Windows, check the taskbar and ensure that HP Digital

Imaging monitor is turned on at all times.

Make sure Fax to PC or Fax to Mac is activated and the computer is configured to receive faxes.

If the computer receiving faxes is different from the one used for setup, both computers should be

switched on at all times.