AN ACTIVE PHONE LINE WAS NOT DETECTED

[miller2013]

My printer was working fine until My Internet Provider upgraded my Modem.

I have two telephone lines one is used as a fax line and second phone

The fax line goes from the modem to the fax back to a base phone. Once the fax line number one is connected the dial tone is lost. If line one is connected to a phone there is no problem. There was no problem with the old modem. The Fax Test Report “An Active phone line was not detected.” I checked all the wires

[praveen196 · Accepted solution]

@miller2013 Welcome to HP Community!

I understand that you are getting An Active phone line was not detected message.

please perform the below steps and check.

Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Alternatively, I would suggest here is to follow the steps suggested in the support document for - HP Printers and Fax Machines - Resolving Fax Problems

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[miller2013]

I disconnected the power supply. I ran the first test from the printer there was no active line detected. I changed one of the phone lines and receive another error message that phone connection was not good I can’t remember the exact wording. I replaced all the old lines that were in use for over ten years. I connected the Phone Line connection from Port 1 of the Modem to 1-Line in the rear of the Fax out of 2- EXT Line to the two Line phone. Both lines on the two line phone works. The Fax passed the test. Thank you for getting back to me.

[praveen196]

@miller2013

Thank you for the update.

In the future, if you have any other concerns, please get back to us. We will assist you.

Have a nice day!!