fax function unreliable

[LindaJ720]

I've been having this problem for quite a while now, some days my fax function will not work. When there is an incoming fax, the machine doesn't "wake up" and give me an option to receive it, and when I try to send a fax, it tells me I cannot send or receive faxes, despite having been able to earlier the same day, as little as an hour previously.

If I restart the machine, it will work again.

Some days it's fine for the whole day, but most days this happens.

Very unreliable, and makes me nervous anytime I am expecting an important fax; I have missed some because of this happening!

I have tried chat support, and I have all of the latest software/drivers installed. The chat support person went into my computer and seemed to have solved the issue for a few days, but it went right back to doing this after I thought the problem was solved.

[MKazi]

@LindaJ720

Thanks for reaching out to us on HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP OfficeJet Pro 6968 All-in-One Printer and the fax fails intermittently. Sometimes, the faxes are not received and sometimes it doesn't allow you to send faxes. An appears saying that cannot send or receive faxes. I appreciate the steps you have performed and have certainly done a good job.

I would like to know the following information to assist you better:

• Do you receive an error code with the message?
• Did you check the connections for the fax.

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Disconnect the power cord from the back of the fax machine and from the wall outlet. The fax machine will reinitialize when it is plugged back in. You must disconnect the power cord, turning the fax off using the power button will not reinitialize the fax. Leave the power cord disconnected for now.

• Verify that the phone cable is fully inserted into the fax machine. If your model has a removable line interface unit (LIU) that the phone line plugs into, verify that it is securely snapped in place.

  If the fax is an HP Officejet R80 series model, also verify that the cable that runs from the automatic document feeder assembly to the back of the all-in-one base is connected.

• Reconnect the power cord to the unit and then plug it in to the wall outlet. After the fax reinitializes and is ready, try to send and receive faxes again. If the problem still exists, continue to Step two: Check the connections.

If the issue persists then I suggest you to perform the steps are described in detail from this link: Troubleshooting Fax Transmission and Reception Issues

Also, please review this link if you get an error code while sending or receiving a fax: Fax Error Codes and Solutions

I sincerely hope this fixes the issue. Please keep me posted for nay help. Take care! 🙂

[Lee_68]

Thanks for taking an interest in the HP Support Forums!  I would like to help you out with this issue.

Step 1:

Could you please try to connect a downstream phone to your printer. Then  call  to the printer to check if both sides are ringing. 

Step 2:

 Please also run a Fax Test Report to trobleshoot the function in case of a fax test failure.

1. Load plain white paper in the input tray.
2. On the control panel, touch Fax.
3. Touch Setup, touch Tools, and then touch Run Fax Test.
   A Fax Test Report prints.

After that, you will be able to get a report shown as below. Please check the status of the fax function in pass or fail condition.  Additionally, you may also rerun this test by following the steps show in report.

Nomally ,a new HP produc carries factory warranty from the date of its purchase. The HP phone support will guide you through the process of updating the warranty information.  

Hope this fixes the issue. 

[LindaJ720]

So this happened once again today, and when I did as you suggested, to run the fax test report; the following message popped up on my screen: 

"The printer's fax component has become damaged and cannot perform the fax test. For more information, contact HP support."

Hope this will be covered under warranty, as I do need the fax function to work!