I recently addded a new cable modem - now I cant fax - Cable tech came out said its not the modem

[cruiser3757]

since I added a new cable modem I have been unable to fax - cable tech came out said the problem is with the printer, I cant find any way to fix thi

[cruiser3757]

Also Error message - "phone line in use" and I know that it is not

[Sneha_01]

Hi @cruiser3757,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

The issue you're encountering with your HP OfficeJet Pro 6978 All-In-One Printer not being able to fax after installing a new cable modem could be related to several factors including configuration settings, compatibility issues, or specific fax setup requirements that haven't been met. Here are some troubleshooting steps and considerations to help you resolve the issue:

Check Printer Connection: Ensure your printer is connected properly to your network. If your printer was previously set up to fax over a specific network configuration, changing your modem could have disrupted this setup. Verify that your printer is connected to the new modem's network correctly.

Reconfigure Fax Settings: With the introduction of a new modem, you may need to reconfigure your printer’s fax settings. This can include setting up the correct fax connection type in your printer's settings (for example, choosing between analog or digital fax settings depending on your service).

Telephone Line Connection: If your printer uses a telephone line to send faxes, ensure that this line is connected properly to the correct port on your printer and that it's functioning. Sometimes, modems have dedicated ports for telephone lines; ensure it's plugged into the correct port on the modem.

Test Fax Line and Function: Try testing the fax line with a different device to ensure the line itself is working. Also, you could try sending a fax to a known working fax machine to test if the issue is with sending, receiving, or both.

Update Printer Firmware: Ensure your printer’s firmware is up to date. HP often releases updates that can improve compatibility with new devices and fix known issues. Click Here

Manual Configuration: Check the modem’s manual or online support for any specific settings required for fax machines. Some modems or routers may require specific settings to allow fax machines to communicate properly over the network.

Digital Telephone Service Compatibility: If your new cable modem includes a digital telephone service (VoIP), be aware that not all fax machines work reliably with digital lines. You may need a digital telephone service adapter or a different setup to ensure compatibility.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Rachel571 

HP Support

[cruiser3757]

thanks I’ll give this a go

[Sneha_01]

Thank you 🙂

Please let us know how it goes!

Rachel571 

HP Support