Can't get HP Multi-Function printer to auto answer fax

[ChicagoJoe]

M281FDW is connected to a Comcast VOIP line that is shared with the fax machine.  I can send and receive faxes manually, but can't get the machine to auto answer a fax.  I've tried both the Automatic setting which is recommended in the manual and the TAM setting with no luck.  I've set  the number of rings before answer to 7 which is two greater than Comcast voicemail as suggested in an HP fax tips doc.  I've also tried setting it to one ring, hoping that it would answer an incoming fax immediately.   Incoming faxes are never picked up automatically and wind up being answered by Comcast Voicemail.  I've turned off error correction and have fax speed set to medium.  Don't know what else to try.  Any help is appreciated

[senan6806]

@ChicagoJoe

A warm welcome to HP Support Community!

As per this document, Voice over internet protocol (VoIP) services are often not compatible with fax machines unless the provider explicitly states that it supports fax over IP services.

Most of the time, the possible cause of Auto answer not working is if the rings to answer is not set correctly, try setting rings to answer to 3. Decreasing the fax-speed settings should also help.

If issue persists even after reducing the fax speed and setting the rings to answer to 3 then contact the VoIP provider for further help.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

[ChicagoJoe]

Thanks for your reply.  Last night before I received your response, I read something online that suggested removing any splitters in the telephone line.  I need to have a 2-way splitter coming off the Comcast router with one line going to the wall jack to feed phone service to the other house phones and one line going to the printer fax port.  I looked at the splitter and noticed one of the pins was bent upwards.  Tried it without a splitter and auto answer works.  Tried it with a  new splitter and it works also.

Unfortunately, I also found that the fax machine cannot distinguish between a phone call and a fax call.  As you suggested, I tried changing number of rings to 3 and put the fax speed to the slowest setting.  I tested by calling from my cell phone and on the 4 th ring the fax machine answered.  

I tried setting number of rings to 7, 2 more than my Comcast Voicemail setting, which was recommended in an HP doc I found online, and as soon as Voicemail answers it, the call is dropped from the fax machine seeing it. 

What I did get to work was turning on my old answering machine and setting the number of rings on that to 3 and on the fax to 7.  The answering machine would answer, but the fax machine still was waiting for the call and seconds later connected and received the fax.  If you place a voice call and it answers, hopefully you could leave a message and since there is no beeping in the background hopefully the fax won't pick up while leaving the message.  Didn't think to test that last scenario.

Using the answering machine is not the reliable solution I was looking for, so assume that this HP isn't compatible with Comcast.  My friend who has Comcast and an Epson MFP has no problem distinguishing between fax and regular calls when on auto answer.  I tested this by faxing him and calling him from my end.

Thanks for your time.

[senan6806]

@ChicagoJoe

You could also try enabling error correction mode (ECM) and setting the fax transmission speed to the slowest setting. I believe an analog telephone adapter (ATA) is also required to set up your fax for VoIP. The image below shows a typical VoIP connection

1. Wall jack

2. Broadband modem

3. Telephone

4. Analog telephone adapter

[ChicagoJoe]

Thanks for the suggestion.   Comcast documention indicates they do not support fax, however, it seems to work for my friend who has VOIP service.  Do not see myself pursuing the analog adapter at this time.   I can make this work if I’m willing to go back to my old answering machine, but decided I prefer Comcast voicemail for now.  Thanks again.

[senan6806]

@ChicagoJoe

You are welcome! If you need any help, feel free to reach out to us. Have a great day!