Can't receive Fax automatically; only manually by pushing the button to accept

[denise14107]

Hi,

I hope someone can help! 

I can send faxes; and I can receive them (but only if I know it's coming in, and then I push the button to accept it).

It might not say "accept"; I just can't remember; but whatever it says, when it's coming in, I push it to manually accept it.

I think it used to do it automatically!

How can I switch it back to automatic?

thanks!  : )

[DavidSMP]

Hi @denise14107,

Thanks for visiting the HP Support forums.  A very good day to you. I understand that you require assistance regarding not able to receive faxes on your printer. It will be a delight to help you.

Stupendous description and spectacular analysis of the issue before posting. Kudos to you on that score.    You are a valued HP customer and it is a privilege to share this platform with you.

First off, we need to isolate the issue to being hardware or software related.

For better clarity and to assist you better I would require more information regarding this.

• Is this a recent occurrence?
• Did this possibly happen after a windows or software update? Do you remember?
• Have you checked the fax settings to see that voicemail is disabled? Otherwise, you will not receive faxes automatically.

For a start please follow these options.

Please disable voice mail on your phone. If it is not being done, you will not receive faxes automatically. Check with your Phone company on how to do it.

Enable the auto fax setting on the printer.

Then follow all  the steps in this link to resolve the issue http://support.hp.com/us-en/document/c02891758  

This user guide link: http://h10032.www1.hp.com/ctg/Manual/c03026243  is also very useful where it gives you all the information that you need regarding receiving faxes correctly and changing settings.  Please check pages 68-84 which should also help you a great deal. On Page 68, Set the Rings to Answer setting to a high number to allow you to answer the incoming call before the printer answers. Also, turn on the Auto Answer setting so that the printer does not automatically answer incoming calls.

Please keep me posted. I will wait for your reply.

.Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.   Please reach out for any issues and I'll be there to assist you. 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 

Take care now and have a splendid week ahead. 

[denise14107]

You asked if it was a recent issue: I'm actually not sure; that could be from day one!

I don't think it's related to any software update (windows software update I think you mean?). But if you mean an HP printer software update? I'm not sure? should I be doing some kind of HP printer update manually? Do I even have any? How would I know? And how can I check if I even have any?

You suggested: 'disable voicemail', do you mean make sure my phone isn't receiving the messages? And that messages aren't being left in my phone?  I think I'm set with that, because I have a landline, and the messages are not stored 'inside' the phone by my telephone provider. I have a separate answering machine (yeah, old school), so I think I'm 'clear' on that'?

You said 'enable auto fax setting on printer'; I'm not sure how to do that.

Your first link leads me to do a test report and check connections; but I can manually get a fax, and send one, so by default, I guess I'm set on this?

One of the links said go to basic setup: I see it says:

auto answer says 'off' should that be on?

It says rings:  6; but I think my answering machine picks up after 4, so I'm guessing one of these 2 things is the issue'?

The other link gives the entire user guide.

I'm overloaded with all this info in these link;s basically it's just too much info; I feel like I'm just being told: here's everything we have on your printer and ALL the suggestions, try them ALL; too overwhelming; It's fine for someone who works in computers; but it's too much info.

Also, when do I do the thumbs up? after every answer? or only when completed/finished?

And do I reply first then go back and do the thumbs up? or thumbs up first and then answer?

thanks!

[DavidSMP]

Hi @denise14107,

I read the post. Please go to the user guide on page 68. t shows how to receive faxes manually. Reverse the steps mentioned in it and that should help you to receive the faxes automatically. Please make sure that voicemail is disabled.You've done great troubleshooting. Hats off to you. 🙂 Don't throw in the towel, please. Persistence pays off.  

 Also, turn on the Auto Answer setting so that the printer does not automatically answer incoming calls. this is the important step here to disable the option to receive fax manually.

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.   Please reach out for any issues and I'll be there to assist you. 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 

Take care now and have a splendid week ahead.