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Printing and Interpreting a Fax Diagnostic Page

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Introduction

This document provides instructions to print and interpret a fax diagnostic page.

Printing and interpreting a fax diagnostic page

Printing a fax diagnostic page

Follow these steps to use the HP Solution Center software to print the fax diagnostic page.
  1. Click the Start button, click All Programs , click HP , and then click HP Solution Center .
  2. Click the Settings button, click Fax Settings and Setup , and then click Test Fax Setup . The Fax Setup Wizard - Run Fax Test window appears.
  3. Click the Click here to Run Fax Test button. The fax diagnostic test runs and the fax diagnostic page prints.
    The result of the fax diagnostic test also appears in the Fax Setup Wizard - Run Fax Test window.

Interpreting a fax diagnostic page

When the fax diagnostic page is printed, review the page and note any errors. Click the error in this list to go to the solution for the issue. There is no need to perform each solution. Perform only the solution for the error reported by the fax diagnostic test.

All Pass

If the product passes the test and is still not faxing correctly, check the fax settings listed in the report to make sure the settings are correct. A blank or incorrect fax setting can cause faxing issues.
NOTE: The settings listed in the report are typical and may not be ideal for every situation. See the product user guide to determine which fax settings to use.

Fax Hardware

If the report indicates that the Fax Hardware test failed, follow these steps to resolve the issue.
  1. Disconnect the telephone cord from the back of the product.
  2. Unplug the power cord from the electrical outlet, and then unplug the power cord from the back of the product.
  3. Wait 60 seconds.
  4. Plug the power cord into the electrical outlet, and then plug the power cord into the back of the product.
    NOTE:Do not reconnect the telephone cord.
  5. Press the Power button to turn on the product.
  6. Run the fax diagnostic test again.
These steps apply to all countries/regions except Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty , contact HP.
  • If your product is out of warranty , fees might apply for contacting HP.

Fax Connected to Active Telephone Wall Jack

If the fax diagnostic page indicates that the Fax Connected to Active Telephone Wall Jack test failed, follow these steps to resolve the issue.
  1. Use the telephone cord packaged with the product only.
  2. Disconnect the telephone cord from the back of the product, and then unplug the telephone cord from the wall jack.
  3. If a line splitter or any other device is plugged in between the product and the wall jack, remove the device.
  4. Plug the product telephone cord into the wall jack, and then connect the product telephone cord to a working single-line telephone.
  5. Pick up the handset and make sure that a dial tone is available.
    If no dial tone is available, contact the telephone service provider.
  6. Unplug the product telephone cord from the single-line telephone, and then reconnect the product telephone cord to the back of the product.
  7. Run the fax diagnostic test again.
These steps apply to all countries/regions except Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty , contact HP.
  • If your product is out of warranty , fees might apply for contacting HP.

Phone Cord Connected to Correct Port on Fax

If the fax diagnostic page indicates that the Phone Cord Connected to Correct Port on Fax test failed, follow these steps to resolve the issue.
  1. Disconnect the product telephone cord from the 2-Ext port on the back of the product.
  2. Reconnect the product telephone cord to the 1-Line port.
  3. Run the fax diagnostic test again.
These steps apply to all countries/regions except Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty , contact HP.
  • If your product is out of warranty , fees might apply for contacting HP.

Phone Cord (some models)

Some product models require a specific type of telephone cord. If the fax diagnostic page indicates that the Phone Cord test failed, follow these steps to resolve the issue.
  1. Unplug the product telephone cord from the 1-Line port on the back of the product.
  2. Look at the end of the plug on the product telephone cord to make sure that there are only two wires visible, not four.
    Figure 1: Phone Cord
  3. If four wires are visible, replace the telephone cord with another telephone cord that has two wires at its end.
  4. Run the fax diagnostic test again.
These steps apply to all countries/regions except Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty , contact HP.
  • If your product is out of warranty , fees might apply for contacting HP.

Dial Tone Detection

If the fax diagnostic test page indicates that the Dial Tone Detection test failed, follow these steps to resolve the issue.
Step one: Check the phone line
  1. Gather the following items and information.
    • The fax number for another fax that can be used to make sure the HP product is sending and receiving correctly. This fax can be in the same building, on another phone line, or at another location with someone who can assist.
      NOTE:It can also be helpful to call the person or company receiving the fax. That person can offer information about how the receiving fax behaves when the HP product sends a fax. This information can be valuable in determining the nature of the issue.
    • An ordinary single-line telephone.
  2. Disconnect the product telephone cord from the back of the product, and then connect the cord to the single-line telephone.
  3. Pick up the handset, and then listen for a dial tone.
    • If there is no dial tone, unplug the telephone cord, and then look at the end of the plug. Make sure that only two wires are visible, not four.
      Figure 2: Phone Cord
    • If only two wires are visible, replace the telephone cord with another telephone cord that has only two wires at its end.
    • If four wires are visible, replace the telephone cord with one containing only two wires.
  4. After the telephone cord is replaced, use the single-line telephone to check for a dial tone again.
    • If there is a dial tone, continue with the next step.
    • If there is no dial tone, contact the telephone service provider.
  5. Use the single-line telephone to dial the fax number of the receiving fax.
    • If the receiving fax answers the call, continue with the next step.
    • If the receiving fax does not answer the call, try calling another fax. If the second receiving fax does not answer the call, contact the telephone service provider.
  6. Hang up the single-line telephone.
  7. Use a second telephone line or a cellular telephone to call the telephone number assigned to the product.
    • If the single-line telephone rings and can be answered, continue with the next step.
    • If the single-line telephone does not ring, replace the telephone cable and try calling that telephone number again. If the single-line telephone still does not ring, contact the telephone service provider.
Step two: Change the product fax settings
  1. Disconnect the product telephone cord from the single-line telephone, and then plug it into the 1-Line port on the back of the product.
  2. Use the product control panel to reset the product fax settings to the settings listed in this table.
    NOTE:The steps for resetting the product fax settings vary by model. See the product user guide for information on resetting the fax settings.
    Fax menuFax menu optionSetting
    Basic Fax SetupRings to Answer1 (or 2)
    Basic Fax SetupRing VolumeMedium or Loud
    Advanced Fax SetupAnswer Ring PatternAll Rings
    Advanced Fax SetupAutomatic Reports SetupEvery Error
Step three: Send a test fax
  1. Use the front panel of the product to dial the receiving fax. Watch the product control panel display and listen to the sounds the product makes.
  2. If the product is working correctly, this sequence of events occurs.
    1. When the product begins to dial, a dial tone is audible, followed by the sound of the product dialing. A Dialing message appears on the control panel display.
    2. When the receiving fax answers the call, the product and the fax exchange tones. A Connecting message appears on the control panel display. During this phase, the product and the fax compare capabilities, exchange information about how the fax is to be sent, and attempt to establish a reliable transmission speed.
    3. After the connection is established, the product sends the pages of the document being faxed. A Sending page 1 message or one like it appears on the control panel display.
  3. If the fax is transmitted successfully, continue with the next step.
    • If there is no audible dial tone or the receiving fax does not answer the call, try sending the fax to another fax. If this second attempt also fails, continue with the next step.
    • If the receiving fax answers the call and begins beeping, but the Connecting message does not appear on the product control panel display, the product is not detecting the tones from the receiving fax. Continue with the next step.
Step four: Receive a test fax
  1. Ask the owner of the receiving fax to send a test fax to the product. Watch the control panel display and listen to the sounds the product makes.
  2. If the test fax is received correctly, the issue is resolved.
    • If the product does not ring or does not answer the call from the other fax, ask the owner of the other fax to try sending the test fax again. If the second attempt fails, continue with Step five: Service the product.
    • If the product rings briefly and then stops, another device answered the call.
    • If the product answers the call, the message on the control panel display should change from Answering to Connecting . If this does not occur, the product is not detecting the other fax. Continue with Step five: Service the product.
Step five: Service the product
These steps apply to all countries/regions except Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty , contact HP.
  • If your product is out of warranty , fees might apply for contacting HP.

Fax Line Condition

If the fax diagnostic page indicates that the Fax Line Condition test failed, follow these steps to resolve the issue.
NOTE:If the product is connected to a Private Branch Exchange (PBX) rather than the public telephone system, the Fax Line Condition test might fail, but the product can still send and receive faxes.
  1. Disconnect any equipment that uses the same telephone line that the product uses (including extension telephones, answering machines, and dial-up computer modems). Other equipment sharing the fax line can reduce the signal strength.
  2. If a line splitter or any other device is plugged in between the product and the wall jack, remove it and connect the product directly to the wall jack.
  3. Run the fax diagnostic test again.
  4. If the Fax Line Condition test still fails, contact the telephone service provider to have the fax line checked.
These steps apply to all countries/regions except Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .
  • If your product is in warranty , contact HP.
  • If your product is out of warranty , fees might apply for contacting HP.

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