Officejet Pro 8720 thinks its connected to a phone line when it is not.

[1afveteran]

I am having the same issue with a Officejet Pro 8720 that I recently purchased in January 2018. My operating system is Windows 10 Pro.

Phone Cord Detected

Telephone cord is connected.  To receive faxes, the printer must be turned on.

Note that the printer is scheduled to be turned off at 11:30pm everyday.  To change the schedule, use the Schedule On and Off feature in the Setup menu.

I also removed the dummy plug from the fax phone socket on the printer and I thought that fixed it but it is still happening. Everything appears to be working okay but this message is very annoying because I have no phone line connected.

Firmware is up to date. Resetting the printer does nothing. This is obviously a software bug in the printer and seems to have been happening for a long time. I don't fax nor do I use a land line anymore to make calls, all mobile now.

This is the original message posted in 2015 by frismersk

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03-06-2015 05:58 AM

Product Name: Officejet Pro 8620

Operating System: Microsoft Windows 7 (64-bit)

Whenever the printer starts or I use the touchscreeen on the printer to wake it from Power Saving mode, it displays the following message:

Phone Cord Detected

Telephone cord is connected.  To receive faxes, the printer must be turned on.

Note that the printer is scheduled to be turned off at 22:30 everyday.  To change the schedule, use the Schedule On and Off feature in the Setup menu.

This is correct, except that no telephone cord is connected.  I have tried removing the factory-installed dummy plug from the fax phone socket on the printer, but this doesn't make any difference.

After finding another post with the same problem on the forum I followed the instructions provided as an answer (ensure firmware is up to date / perform a hard reset), but like that poster this hasn't resolved the problem.

As mentioned in the other post the message doesn't prevent anything from working, it's just annoying; why does it keep appearing?  Can I prevent it from being displayed? 

As the nearset phone socket is in another room several metres away I tried plugging an unconnected phone cord into the socket - but that only produced a test report saying the phone line is not active.

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Is there a fix for this issue?

One of the suggestions from HP Support Agent Sunshyn2005 was about the printer plugged into a power strip. That is regarding a laser printer not Officejet Printer, which is what I have. And I really don't understand what that has to do with a message on a screen regarding a phone cord being plugged in when it's not. Voltage is voltage and I have a voltage meter. The voltage at the wall outlet is the same on a power strip, no difference.

I noticed that she says that it's not limited to Laserjet printers but again, voltage is voltage and if the voltage displays the same at the wall outlet and on the power strip, how does that affect a message about a phone cord connected that isn't?

I hope I get a response and a fix for this issue.

Thank you.

[KrazyToad]

Hi @1afveteran

Welcome to HP Support Forums. A really great platform for posting all your questions and finding solutions.

I understand that you keep getting a Message that the Phone Cord is plugged in when it's not

I'd like to help.

I appreciate all the troubleshooting steps you attempted.

I suggest we do a Semi-Full Reset to Factory Settings.

Since these Steps are critical, I will send you a Private Message with the instructions.

Please check your Private message icon on the upper right corner of your HP Forums profile 

Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage.

Thank you. 🙂
 

[KrazyToad]

Hi @1afveteran

Thanks for keeping me posted. I see that the issue persists after the Semi Full Reset. Please try updating the Firmware from Here

I would request you to contact our Phone Support if the Firmware update doesn't help.

Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect 
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" and "Kudos" Buttons 

Thanks 🙂

[1afveteran]

Hi KrazyToad,

I downloaded the Firmware but it would not install because it gives me a message that it is already up to date.

I appreciate your help but it appears that HP does not have a fix for this problem. This issue needs to be escalated to high level tech support and perhaps the software developers can write a new firmware to fix this issue.

I assume you work for HP, and since I have seen that this issue goes back to 2015 at least, this is something that HP should have already fixed.

The issue should be easily duplicated with the same printer, Officejet Pro 8720, Product number: M9L74A and set the printer up in the power options to have it shut off at a certain time and turn on at a certain time. Some type of diagnostics ought to be able to run on the printer so that the software or firmware developers could see where this faulty message is coming from in the code. Surely that are enough intelligent people there at HP that could figure this out.

Having me contact Phone Support is truly not a solution. I have spoken to Phone Support before and I either get someone in India or in the Phillippines. Nothing against the people there from either country but I like to speak to support here in America.

More than likely I am going to get told to do the same thing that you have already offered that I do. Neither have fixed the issue. I simply ask that this issue be escalated to a higher level so that software developers or the tech engineers can look into this, diagnose it, and get a fix for it. Get a fix and everyone is happy!

Thank you!

[KrazyToad]

Hi @1afveteran

I understand your concerns.

I have brought your issue to the attention of an appropriate team within HP. They will contact you shortly and likely request information from you in order to look up your case details or product serial number. 

Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).
 

Thank you

[1afveteran]

Hi KrazyToad,

Thank you for escalating this issue.

[first500]

Just in case HP think this is an isolated problem - it is not.  I have just bought an OfficeJet Pro 8715 in the UK, and after I set the Scheduled On/Off times, I have started getting EXACTLY the same message.

Please HP - recognise that there is a minor firmware problem, and get it sorted.

[coalfield]

Exactly the same error here on a HP 8710, brand new.  Very annoying error!

[kdnsandiego]

Fully agree with First500. Just purchased an Officejet Pro 8715 from Costco and am contemplating a return since this problem seems to be lingering. Please get out a timely fix particularly since the printer is otherwise performing nicely. Thanks very much.

[1afveteran]

As long as this has been going on, I don't believe HP has any interest in fixing this issue. I really don't think they care one bit. It's could be resolved with a firmware update but apparently they don't have any programmers that can find the code to fix this issue. Maybe if everyone just stopped purchasing their printers and complained about this problem, maybe, just maybe someone at Corporate Headquarters would wake up and get a clue! Fix the issue and make the customer happy but as long as the printer will print, it's just a little annoyance and you will just have to live with it. People don't matter anymore, it's all about the money and they aren't going to waste their time nor money getting someone to fix this issue. And so it continues to carry over into other models and newer printers. Hey, HP, why don't you fix this problem? Well, that's my 2 cents worth! LOL!