Our printer has been stuck on the first page of an incoming fax for over 24 hours. Tried unpluging both the power and fax lines multiple time over multiple hours, removed the ink cartridge & installed new drivers. Still stuck on the same screen, will not allow the unit to print, scan or fax.
Good day! Thanks for posting your question in the HP Community. It is a terrific place to find answers and tips and to have the best experience in the HP forums. I read the post about fax and print issues with the computer. with the printer. I’ll be glad to assist you with this.
You are a valued HP customer and we appreciate you greatly for doing business with HP. I have reviewed the situation and it is paramount that we address your issue. Thank you for giving us the privilege to assist you on this platform. You’ve done some fabulous diagnosis and super smart troubleshooting as well. Kudos to you on that score.
First off we need to diagnose correctly if the issue is hardware or software related.
Also, for better clarity and to assist you better I would require more information regarding this.
Have you bypassed power strips and connected the printer directly to the wall outlet?
Did you make copies directly from the printer without any intervention from the computer?
For a start, please perform these steps.
Please perform a hard reset.
Please make a few copies directly from the printer.
If it fails to copy, then the printer has a hardware issue.
If it copies fine, then restore factory defaults and reconfigure the fax setup.
Please try to make a few copies directly from the printer without any intervention from the computer. Please place the required document face down on the flatbed scanner and touch the copy button. If it copies fine, then the issue could be software related.
Please keep me posted. I will keep a watch for your reply. Please perform all these steps diligently and patiently it should do the trick for you.
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.
DavidSMP I am an HP Employee
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