Display says phone line in use

[bsiers]

Good Morning,

I just installed a HP Officejet 6700 Premium. My problem is the display says the phone line is in use. I can receive faxs but I cant send them. All of the tests passed during fax setup. I ran thru all of the troubleshooting steps and am still in the same spot.

Computer: Dell E6400 with Windows 7

Printer: Officejet 6700 Premium Product Number CN583A

Any help would be appreciated!

Thank you

Bobby

[Rich1]

Hi Bobby,

I'd like to help.  Can you answer some questions?

1. Have you ran the Fax Test recently?  If not, can you run it again?  To run  the test you select the right arrow on the printer, then Setup, Tools and then Run Fax Test.  Did everything pass?
2. Is the printer's phone cord plugged directly to a wall jack without a splitter?  If not, can you try a direct connection?
3. If you plug the cord for your telephone into the printer's wall jack, do you hear a dial tone?
4. If you plug the printer's cord into the telephone's wall jack, can you send a fax?
5. Do you have an analog or digital phone line?  Are you using filters for the telephone or fax?

[bsiers]

Hi Rich,

Thanks for your help!

1. Just ran the Fax Test and everything passed.

2. The phone cord (2 Wire) plugs directly into the wall outlet from the machine.

3. We recently switched to VOIP phones and kept our Analog Fax line. During the fax test I can hear the dial tone when it tests it. I dont have a analog phone to try. I did receive a fax with the "Phone Line In Use" being displayed.

4. Same as 3. We have even tried multiple 2 line cords.

5. Analog phone line with no filters. We had a "Brother Fax Machine" with the same line plugged into it and never had a problem.

Thanks for taking the time to help me!

Bobby

[Rich1]

1. Do you get the message all the time or just when you try to send a fax?  If the answer is always, do you get the message if you disconnect the phone line to the printer?
2. Is a phone or answering machine plugged into the Ext port on the printer?  If so, is there any change if you disconnect it?
3. Are there any other devices connected to this phone line?  If so, what happens if you disconnect them?

[bsiers]

1. I get the message as soon as I plug the phone cord into the machine. The message disappears when you unplug the phone cord.

2. Nothing other than the phone cord is plugged in.

3. This is the only device on this line.

Thank you!

Bobby

[Rich1]

So in summary,  the printer is ok until you plug in the 2 wire phone cord and immediately the screen of the printer displays " Line in Use".  There are no other devices on the line.  You hear a dial tone during the fax test and everything passes the test and you can receive faxes even if the printer says "line in use".  

Have you used the Brother fax machine after changing your phone service?  If not, can you try it?

Do you have different providers for your VOIP and Analog lines?  

You might try a hard reset on the printer.  To do this, unplug all cables including the power cord from the back of the printer while the printer is still turned on.  Unplug the other end of the cord from the power source.  If there is a power module on the power cord, disconnect one end and reconnect it.  After 60 seconds, plug the cord directly into a wall outlet (not a surge protector or battery backup)  and then plug it into the back of the printer.   Once the printer boots up, connect the phone cable.  Did the message come back?