HP OfficeJet Pro 9125e printer - Not receiving fax

[YuriyKurri]

Hi!

My name is Yuriy. I am trying to connect my printer's fax but while I can successfully send faxes, I cannot receive faxes.

Here is how everything is connected...

I am using a splitter that's connected into my cable modem.

My telephone base/answering machine is connected into one of the splitter ports, 

and the printer is connected into the second splitter port.

The printer has 2 telephone ports.

One with a telephone icon, and another with a wall jack icon.

The port on the printer that is connected into the modem (through the above mentioned splitter) is the one with the wall jack icon.

Connecting the printer using the telephone icon port results in an error when printing the Fax Test Report page through the troubleshooting menu from the printer.

With the current connection, (the printer and telephone connected into the cable modem through a splitter) the Fax Test Report page shows Pass for seemingly all the tests:

Fax Hardware Interface Test: Pass

Active Telephone Line Detection Test: Pass

Line Current Test: Pass

Dial Tone Test: Pass

-----

Again, I am able to send faxes, but not receive them.

Maybe the wiring is correct but the fax setup or fax receive settings are not?

Here are my settings (don't know which is important or not):

Ring Volume: Low

Rings to Answer: 6

Fax Receive Speed: Slow 9600 bps

Distinctive Rings: Double

Ring Interval: 600

Auto Answer: Yes

Ring Frequency: 68Hz

-------

The other settings I don't understand is "Do any other devices share this line?"

It is currently set to no. Should this be set to yes?

Does my telephone being the same number as the fax mean that it is shared so it should be yes?

If I set it to yes it opens up more options like if the answering machine is on the same phone line, which I assume is yes.

And the last option asks if voice calls are also received on the same phone line which I'm guessing is no as that is different than an answering machine?

This is all the information I have at the moment. I apologize for writing an entire essay but I figured I'd provide as many details as possible. 

Any help would be greatly appreciated as I've been trying to get this to work for several days now.

Thank you,

Yuriy.

[Nal_NR]

Hi @YuriyKurri,

Welcome to the HP Support Community. 

I'd be glad to help you! 

Splendid analysis and remarkable patience were shown. It is immensely appreciated.

• Check fax settings and the phone line connection when faxes are not received.
• Perform the following tasks in the order given. Test fax transmission after each task to see if the issue is resolved. You can send a test fax to the HP Fax Test Service at 1-888-HPFaxme (1-888-473-2963). This free service sends a return fax within 5 to 7 minutes when fax is working properly. Your fax number must match the number you entered in the fax header to receive the return fax.

Print a fax test report

• Run a fax test from the printer control panel to identify issues with the printer, phone line connection, or fax settings.
• On the printer control panel, select Run Fax Test or Fax Test Report in the Fax or Setup menu.
• Review the report for any tests that failed and follow any instructions to resolve the issue.

Check fax reception settings

• Check fax settings to help identify issues when faxes are not received.
• Fax settings are in the Fax or Setup menus on the printer control panel.
• Turn Auto Answer on: If this feature is not enabled, you must manually answer incoming fax calls.
• Set the number of rings to answer incoming faxes: If you have an answering machine, allow it to answer all calls first so the printer can detect the fax tones after the machine answers the call. Change the Rings to Answer setting to a higher number of rings than the answering machine is set for.
• Adjust the answering machine message length and clarity: To ensure the printer can detect fax tones, shorten the answering machine greeting message to 10 seconds or less, make sure there is no background noise, and leave 5 seconds of silence at the end.
• Set the ring type: Use the All Rings setting for a dedicated fax line or select Distinctive Ring if you set up a special ring pattern for the fax line.
• Enable error reporting: The Fax Error Reports feature prints a report if an error occurs. If the error includes a numeric error code, go to HP Customer Support, and then search for the error code.

Click here for the remaining steps. 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[YuriyKurri · Accepted solution]

UPDATE:

I solved the problem.

It was a firmware update issue. I did a factory reset, disabled auto firmware updates, and received a fax without any problems.

To HP, please check the new firmware updates for bricking any issues related to users receiving faxes.

Hope this post helps someone else.

[Nal_NR]

Hi @YuriyKurri ,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction via remote assistance to fix the issue. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!