Problem sending fax from HP officejet 3831

[wot1]

I am having problems sending a fax from the machine - I have run a fax test report and every thing in order.

I have check the telephone line and thats all in order

[Dvortex]

Hello, @wot1 – Hope you are well 🙂
 

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips.

I understand that you are having issues while faxing from your Officejet 3831 printer. I will certainly do my best to assist you with this issue 🙂

To assist you better and to isolate the issue, I need a few more details. First off, is the issue only while sending a fax? Or is it while receiving the fax as well? Also, if the fax report says that all the tests are passed, then try sending a fax to a different number and let me know if that works.
 

If you do not have a fax number to test with, and you live in the US, HP has a fax test service you can use. The telephone number for this service is 1-888-HPFaxme (1-888-473-2963). The fax service receives faxes and returns faxes within 5 to 7 minutes to the number contained in the fax header.

Alternatively, check http://hp.care/2m8WVRF for additional troubleshooting steps. Make sure to check the FAQ section as well.

Thanks, Hope to hear from you soon!

Good luck 🙂

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[wot1]

Hi I have tried several fax numbers - I get dial tone and appears to ring but never connects - I know at least one of the fax numbers is working as I sent one from office next door as a check

You thoughts would be appreciated 

[Dvortex]

Hello, @wot1

Thanks for the update and appreciate your efforts 🙂

How about receiving the fax? Can you please check and let me know the same. This will help us to further isolate the issue. Hence, try receiving a fax and let me know if that works.

Also, is all the test passed while running the fax test. There are normally 6 tests performed while running the fax test. all of them are passed or do you get any alert message while running the same?

Thanks, I'll watch for your reply!

Cheers 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[wot1]

We cant received faxes either , I have had line checked & all in order.

I have run the fax test and all in order there no alert messages

[Dvortex]

Hello @wot1

Thanks for the update!

If the fax test is passed on all the tests, ideally the printer should work fine without any issues.

Did you contact your fax/telephone provider to check the line condition? It could be possible that the fax line itself is the problem. Hence, please contact the provider and ask them to check the line condition.

Also, go to http://hp.care/2cfRiL2 and check the steps under "Faxes cannot be sent or received or the issue cannot be determined".

Let me know if that helps!

Good luck 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!