Can't send fax (no dial tone). I am receiving faxes.

[CountOn]

First time faxer.  I seemed to successfully use the Fax Setup Wizard.  I successfully received a fax.  When I tried to send my first fax, the fax program closed as if it was complete.  I reopened the fax program and saw an error message (invalid fax number).  I corrected the error by adding a 1 at the start of the phone number.  I sent the fax again, the program closed as if it was complete.  I reopened the fax program and found no error message.  I opened the Fax History folder and found no sent faxes.  I ran the Fax Test and no problem was identified.  During the Fax Test, I heard a dial tone and was reminded that I had not heard a dial tone when I tried to send the fax.  I will greatly appreciate any help!  (I have a wireless connection.)

[Jeet_singh]

@CountOn,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues sending fax from your HP OfficeJet printer. Don't worry we'll work together to help you find a solution.

To provide you with an accurate solution, I'll need a few more details:

Have  you recently made any changes on the printer before the issue started?

Are you setting it up for the first time or when was the last time it worked?

Have you tried to run the fax test report?

In the meantime, let's try these steps here: For in detailed information, please go to Chapter 5 Fax under the User guide of your printer.

The "Dial Tone Detection" test failed

● Other equipment, which uses the same phone line as the printer, might be causing the test to fail. To find out if other equipment is causing a problem, disconnect everything from the phone line, and then run the test again. If the Dial Tone Detection Test passes without the other equipment, then one or more pieces of the equipment is causing problems; try adding them back one at a time and rerunning the test each time, until you identify which piece of equipment is causing the problem.

● Try connecting a working phone and phone cord to the telephone wall jack that you are using for the printer and check for a dial tone. If you do not hear a dial tone, contact your telephone company and have them check the line.

● If your telephone system is not using a standard dial tone, such as some PBX systems, this might cause the test to fail. This does not cause a problem sending or receiving faxes. Try sending or receiving a test fax.

● Check to make sure the country/region setting is set appropriately for your country/region. If the country/region setting is not set or is set incorrectly, the test might fail and you might have problems sending and receiving faxes.

● Make sure you connect the printer to an analog phone line or you cannot send or receive faxes. To check if your phone line is digital, connect a regular analog phone to the line and listen for a dial tone. If you do not hear a normal sounding dial tone, it might be a phone line set up for digital phones. Connect the printer to an analog phone line and try sending or receiving a fax.

● Make sure you use the phone cord that came with the printer. If you do not use the supplied phone cord to connect from the telephone wall jack to the printer, you might not be able to send or receive faxes. After you plug in the phone cord that came with the printer, run the fax test again.

After you resolve any problems found, run the fax test again to make sure it passes and the printer is ready for faxing. If the Dial Tone Detection test continues to fail, contact your telephone company and have them check the phone line.

From the Home screen on the printer control panel, touch the Setup button.

Open the following menus:

Service

Fax Service

Select Run Fax Test. The printer prints a report with the results.

If the test shows any correction that is required, please proceed ahead with the same. If the issue persists, then I would suggest you follow these steps to enable or disable the ECM mode.

To change the ECM setting from the control panel

1. From the printer control panel display, touch and slide your finger across the screen and then touch Setup.

2. Touch Fax Setup.

3. Touch Advanced Fax Setup.

4. Touch Error Correction Mode to turn on or off.

5. Select On or Off.

For more assistance, please follow these links here: HP Printers and Fax Machines - Resolving Fax Problems

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[CountOn]

I have made no changes on the printer before the issue started.

I am setting up faxing for the first time.

The Fax Test passed in every area.

I hear the dial tone when I receive faxes.

Thank you.

[Jeet_singh]

@CountOn,

Thanks for the update,

As I see that you have performed all the steps suggested and still having the issue, In this scenario, I would suggest the next step would be to perform an advanced reset on the printer.

Once you have reset the printer, you can go ahead setup fax  again and check.

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

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.

Please reply back on the public post as this Private message box is not monitored.

I hope this helps resolve this issue completely,

Regards,

[CountOn]

Didn't work. 

I reset the printer and ran the Fax Setup Wizard.  The Fax Test was 100% successful.  I still do not hear a dial tone when I try to fax out.  (I assume I can receive faxes, as before, but that has not been tested since the printer reset.)

I'm using Spectrum Cable and a wireless router.   In the Fax Setup Wizard setup, I'm confused by the question, "Are you connecting the computer modem on the same line as the fax?"   The answers available are: No, DSL modem, Dial-up modem.  How should I have answered that since I have a Cable modem?   (I've looked at the pictures of the wiring setup under each avaiable option.  Neither pictures my setup, using a Cable modem.)

Thank you.

[Jeet_singh · Accepted solution]

@CountOn,

Thanks for the update,

As I understand you have followed the steps suggested and unfortunately nothing has helped to resolve this issue.

During the setup, I would suggest you select "No" and proceed further as the phone is not through your cable Internet.

If you have followed these steps and still having the issue, I would personally suggest you contact our HP phone support so that they can remotely take control of your PC and help you check the settings.

HP Support can be reached by clicking on the following link: 

1. Click on this link – www.hp.com/contacthp/
2. 2) Click on “Continue as guest”.
3. 3) Enter the serial of your device.
4. 4) Select the country from the drop-down.
5. 5) Click on “Show Options”.

Fill the web-form. A case number and phone number will now populate for you.

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[CountOn]

I called and it now works.  She had me adjust settings, but the biggest problem may have been that I was trying to fax from the computer instead of from the printer.

Thank you for your help.

[MKazi]

@CountOn

Great news! 

You have been fabulous to work with considering your superb technical skills and valuable patience. Kudos to you for that. 

As @Jeet_singh is out of the office today, I'm replying to you. 

Take care! 🙂

[Rodericc]

The info you gave the customer is incorrect; the problem is not with the printer at all. If the customer has just changed to Time Warner or Spectrum and this is a new problem or just had a change to the modem; then I lhave the solution. Time Warner/Spectrum was using a Arise modem it kinda look like a playstation; that modem has the correct Chip setup to talk to your HP printer which in retrun tells the sytem to close the phone line its not in use. The new modem that Time Warner/Spectrum is using kinda look like a long ruler(or long square) is not confugered with the the right Chip set; so when you plug in your Hp fax machine or All-in-one; the chip set reads the line as open; therefore giving line a busy single. If you listen cloely to the modem you will hear the modem sounding off the busy single. In short; the rollout of Time Warner/Spectrum new modems are defective and will cause this problem for millions of customers. To solve this problem the customer need to call the cable company and ask to have the Arise modem model TG1672G installed; it kinda look like a playstation. This is a national problem that the cable company (Time Warner/Spectrum) is not aware of; and millions of customers will experience this problem. The new modems have a software/hardware issue; it is not the printer...

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