Fax with a cable modem

[hergertr]

I have recently upgraded from an Office Pro 8500 model to an OfficePro 8600 Plus model.  My phone service is through Comcast, running through an Arris 722g cable modem.  With the 8500, I had no problem faxing using a line splitter to feed the printer and modem.  With the 8600 it tells me the Fax Line Condition Test fails and it fails whenever I try to send or receive a fax.  I had tried different combinations of twisted pair two wire cables including using the splitter and using the multiple ports on the cable modem.  I'm always able to get dial tone through the printer and to my phone. 

[Gemini02]

Hi @hergertr, 

I see by your post that you are getting the error " Fax Line Condition Test fails", when trying to send or receive a fax. I can help you with this.

I have provided a document with some steps to try to see if that will resolve the issue.

Cannot Send or Receive Faxes.

Sorry for all the questions, but it will help to resolve this issue quicker.

Did the fax test pass?
Do you have distinctive ring set up on the line?
Is there any voice mail set up?
Do you have a answering machine? (Where is it connected to)
Where is the fax cable connected to now? (modem, wall jack)

Please provide in detail the results if you are still having issues.

Have a nice day!
Thank You.

[hergertr]

As I described in my initial message, I have run the fax test several times using different cable connections and always get the same result: Fax Line Condition Test fails.  I have read the document you refer to and it didn't provide any help.  I do not have a distinctive ring on the line.  I do have an answering machine in a different location.  The printer, cable modem, and my computer are in my den and the answering machine is in my kitchen.  In the den I have a splitter coming out of the wall jack with one line going the the cable modem and the other going to the printer.  What I don't understand is why is there a difference between the 8500 and 8600 printers?  Using the same configuration I had for the 8500, I get the above failure with the 8600.  Please explain why I get different results with the different printers and the same cable connections.

[Gemini02]

Hi hergertr,

Thanks for providing that information.

You mentioned when you tried to send a fax you got the error message, not when running the fax test.

"With the 8600 it tells me the Fax Line Condition Test fails and it fails whenever I try to send or receive a fax".

I am not sure what the difference between the two models are, most likely the modem and the fax speed is higher.

Try turning off the error correction on the printer to see if this will help.

Go to Setup, Fax Setup, Advanced Fax Setup, Error correction and turn it off.

Here is a document for setting the fax speed to slow and more information about using VOIP.

Faxing Over a Voice Over Internet Protocol (VoIP) Service.

Update the printer's firmware. HP Officejet Pro 8600 Plus e-All-in-One Printer - N911g Drivers.

Run the fax test again. Test the fax feature.

Thank You.

[hergertr]

The link for the firmware update was invalid.  I turned off the error correction and the fax line test failed again.  I then lowered the speed to slow, 9600 with the same reult from the fax line test.  I have not tried to fax something.  To help me disgnose this problem, please explain the difference between the 8500 and 8600 series printers that could be causing this problem.

[Gemini02]

Hi hergertr,

Sorry that link didn't open, please update the printer's firmware if you haven't already. HP Officejet Pro 8600 Plus e-All-in-One Printer - N911g Drivers.

Here are the specifications on both printers. The only thing which I found for the fax documentation that was added to the Officejet 8600 is the following:

Digital Service Line / VOIP Service - HP does not guarantee that the printer will be compatible with all digital service lines or providers, in all digital environments, with VOIP, or with all digital-to-analog converters.

HP Officejet Pro 8600 e-All-in-One Series Printer Series (N911) Product Specifications.

HP Officejet Pro 8500 (A909a) All-in-One Printer Product Specifications.

I would contact the Cable Company and ask them to increase the speed on the line and to make sure the line is clean. That way no packets are lost, using Voip, the packets won't get recovered.

Let me know how you make out.

Thank You.

[hergertr]

Reading the specifications for both printers, it would appear that the older model will accept VOIP/digital signal, or at least there wasn't the warning listed in the 8600 specification, while the newer model will likely only accept an analog signal.  I have apparently confirmed that in my testing of the faxing function.  That would appear to be a design flaw.  A firmware upgrade could fix that.  When I finally found the firmware upgrade page, it indicated I have the latest firmware on my printer, so is there anyway this can be corrected?  Do other printers in the 8600 series accept digital signals for faxing?

[Gemini02]

Hi hergertr,

I was checking some information out from the manual on page 81 for faxing over Voip.

It mentions you might need to use digital-to-analog filters or converters when setting up the printer for faxing.

HP Officejet Pro 8600.

I would again mention to contact the Cable Company to get the filter or converter and ask them to increase the speed on the line and to make sure the line is clean. That way no packets are lost, using Voip, the packets won't get recovered.

Thank You.

[hergertr]

I just spoke with my cable provider and to do what you are suggesting with the digital to analog filter would alter my regular phone service. The only suggestion they made was to add a second line at an additional $12 per month and use the filter for the second line.   I believe this is a design flaw that HP should be able to rectify.  I still don't understand why a newer version of your Office Jet line of printers would lose the capability to receive digital signals for faxing.  I don't fax all that much but I fully expected to not lose any capability by upgrading from the same line of printers.

[Gemini02]

Hi hergertr,

I just sent you a private message. If you are not sure how to check your forum messages, this Post has instructions.

Thank You.