Cannot Receive fax when in sleep mode - Does not wake up

[Charles_T]

I am not able to receive faxes when printer goes into sleep mode. I can receive if it is not in sleep mode. When I put a paper in the feeder it wakes up, but not if I receive a fax and answer the phone. Setup take into account that the same line is used for voice. I never had a problem with other HP all in one product just this one. 

HP office jet pro 8020. Latest firmware installed. 

[Jay_G24]

Hi @Charles_T

Welcome to the HP Support Community. I'd be happy to assist you with the  "Cannot Receive fax when in sleep mode" issue. 

Let us try these steps to resolve this issue:

Step1-Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Step 2-Assign a static IP address to the printer

1. Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
2. Type the IP address at the top of your web browser to obtain the printer EWS page on your computer.
3. If you get any security notification, click on show details/advanced and 'proceed to this website'.
4. Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
5. Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
6. Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
7. Click on the radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Note: You may watch this video for a better understanding.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[Charles_T]

I have done all this. So these are my new observations, after doing all this numerous times, the printer seems to detect faxes and wake up when I open the phone line (the printer/fax shares the same voice phone line). After a duration of time (I think 4-5 hours) the printer goes into sleep mode and nothing can wake it up. When I open the handset to dial a number the printer does not turn on, when a fax is sent to us it does not wake up it stays in sleep mode. 

[Jay_G24]

Try the below steps -

--->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP

--->go to settings on the main ews page --> power management ---> select sleep mode to max 15min

Keep me posted!

[Charles_T]

Hi Jay, there was no change in the situation. The fax still works for few hours as it should and then goes to sleep and never wakes up. If I do print it does wake up but than it stops. No change at all. 

[Jay_G24]

I have sent you a private message with the reset is specific to your printer. Check next to your profile Name, you should see a little blue envelope, please click on it.  

[Charles_T]

I have completed what you requested. No change. It work ok for a period of time, than it goes in sleep mode and nothing after that. 

[Jay_G24]

Follow the steps below to resolve the issue -

To set a manual IP and try the steps below ( with control panel)

--->Touch on the wifi icon ((i)) on the printer, and take down the IP address 
--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP
--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 
--->go to wireless ---> wireless 802.11---> select manual ip ---> apply
--->Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  
--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min

Keep me posted!

[Charles_T]

I tried what you said. It was already as you asked. Than I tried to reconfigure the fax. I received this error when I tried to save the setting

Erreur système interne. (undefined)

TypeError: Impossible d’obtenir la propriété « allRings » d’une référence null ou non définie

TypeError: Impossible d’obtenir la propriété  « allRings » d’une référence null ou non définie
   at b.wizHandleBtn (Unknown script code:1:10451)
   at Anonymous function (https://192.168.2.211/framework/Unified.js:104:7290)
   at jQuery.event.handle (https://192.168.2.211/framework/Unified.js:13:32640)
   at Anonymous function (https://192.168.2.211/framework/Unified.js:13:29468)

MALBECPP1N001.2008C.00
Mozilla/5.0 (Windows NT 6.1; Trident/7.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; .NET4.0C; .NET4.0E; InfoPath.3; rv:11.0) like Gecko

[Charles_T]

I restarted the printer and that message is gone now. I will keep you posted but I do not believe there will be a change in the problem.