Cannot Fax after Firmware update Officejet 5255

[F-L]

3 OfficeJet printers: Models 5255, 4650, 3830. I was able to manually fax from ALL 3, meaning I would be at the device keying in the phone number, etc. Then yesterday for the 5255 I decided to bring in the rest pf the HP software so I could fax from my pc. I do not have install discs so I downloaded the 5200 Scan Driver and Accessories Software updates from HP site. Regretfully, I also brought in the Dec. 3, 2021, 5200 Firmware. I had successfully manually faxed yesterday morning before install. After Software/Firmware install I could not fax (from any of the 3 OfficeJet models listed above) manually or from pc so I did system restore to the point I created right before download/install. After the restore the recently installed Software was gone but I still could not fax anymore. I tried all the suggestions and solutions offered on HP support site. HP printers and fax machines - Resolve fax problems page:  https://support.hp.com/us-en/product/hp-officejet-5200-all-in-one-printer-series/14095737/document/i.... I have checked and rechecked my setup including phone lines. Fax Test Report shows everything PASSES. When I try to manually send fax, I HEAR the DIAL TONE, I hear the DIALING and then I hear the BEEPS. I even see messages processing, dialing, connecting, and sending page 1. Then I get error message communication problem fax could not be sent error 344 or 345 (or if send via pc messages processing, dialing, connecting, sending page 1 then error recipient connection lost). I have tried to send to 3 different fax numbers located in different States including HP Faxback so the problem is not with the receiving fax machine. When I click troubleshoot on the devices and printers screen, it shows could not identify problem, and the details are a warning sign that there may be a problem but then the list of potential issues all show Issue not present. I believe Firmware update caused this issue as I did not have it 1 hour before installed. Even with pc off and wireless off I get communication error but the fax-phone setup is good. Can you please help me downgrade or roll back this Firmware update? I just want to be able to manually fax from the printer the way I did an hour before install.

[Kumar0307]

@F-L, Welcome to the HP Support Community! I’m here to help.

I understand you are not able to fax after firmware updates from 3 of your printers. Have you tried printing a fax test report and check the details?

There is no option to downgrade the printer firmware. However, we can reset the printer to its factory setting which will delete all the settings and data on the printer.

• Check for poor line conditions. Older phone lines, static on the line, power brownouts, or other power-related problems can cause communication failures. Call the telephone provider if line conditions fail to improve.

• Stop key was pressed on the receiving fax machine before the fax completed. Contact the person receiving the fax to see if they are cancelling the transmission. If not, send the fax again but at a slower transmission speed.

• A noise from call waiting service disrupted the call. Disable Error Correction Mode (ECM) if necessary.

Let me know how it goes. 

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

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[F-L]

The fax test shows passed for everything. I have disabled ECM several times and reduced speed several times. As I mentioned I hear the dial tone and the fax beeps but then it goes into connecting status and I receive communication problem message. I CAN RECEIVE faxes. This happens on my 3 HP printers. This all started after I SUCCESSFULLY manually faxed but then 10 minutes later I downloaded the HP software so I could fax from my laptop instead of manually from the printer. Even after I did system restore, I could no longer fax manually but I can receive faxes. You mentioned resetting printer. Do you mean unplugging power cable from back of printer and unplugging from wall? I have followed those instructions several times. What kind of reset are you referring? Will it put it back to the out-of-box state or just change my back my custom settings?

[Kumar0307 · Accepted solution]

@F-L

Yes, performing the reset will put it in an out-of-box state. As you have this issue with 3 printers, I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Technical Support team in your region for further assistance. 

Follow the instructions below to reach them:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

Keep me posted for any other assistance.