Fax Fails, printer not connected, after successfully faxing and stopping

[CoastalWorld]

When first turning on my HP 8720 all-in-one printer, I can successfully fax to one or more numbers. However, after stopping and trying to fax again, I get a Failed-printer not connected error message for each of the destinations I am trying to fax to. If I turn the printer off and then on again, it will successfully fax once again, but again fail if I try a second fax. While I am not able to fax, I can print or scan successfully, so obviously the printer is connected, even though I am getting a fax no connected error. I am connected to a VOIP phone, through the same router as my PC and printer, the printer connected directly to the VOIP phone port on the router, and the phone connected to the printer. Lastly, I had an HP J6480 printer connected in this identical fashion, and never had this problem. I have reset the printer to factory defaults, but still have the problem. Being able to fax if turning the printer off and on again, if it were possible to perform this from my wifi laptop PC, I could live with this, however having to do this each time on a printer at the other end of my home is very inconvenient.

[A4Apollo]

Hi! @CoastalWorld, Thanks for stopping by the HP Support Community!

Don't worry I'll try to help you out. Please answer a few questions below in order to assist you better.

Did you make any changes to your printer?

Do you see any fax errors on the printer control panel?

Try the steps recommended below.

To test fax setup via the printer control panel

1. Set up the printer for faxing according to your particular home or office setup instructions.

2. Make sure the cartridges are installed and that full-size paper is loaded in the input tray before starting the test.

3. On the Fax screen, Ʈick to the right and touch Setup , touch Setup Wizard, and then follow the onscreen instructions. The printer displays the status of the test on the display and prints a report.

4. Review the report. ● If the fax test failed, review the solutions below. ● If the fax test passed and you are still having problems faxing, verify that the fax settings listed in the report are correct. You can also use HP's online troubleshooting wizard.

Check the following requirements and settings if you are experiencing issues faxing over a VoIP phone connection. Fax setup and preferences settings are in the Fax or Setup menus on the printer control panel.

• Lower the fax speed: Select the slow or standard setting.

• Turn off Error Correction Mode: This feature helps compensate for poor landline quality when sending faxes, but can be disabled for VoIP connections.

• Check the connection: Make sure the phone cord that came with the printer is plugged into the 1-LINE port on the rear of the printer and into the VoIP gateway.

• Reduce Internet traffic: Send faxes when other computers or devices are not streaming or gaming over the web.

• Restart the router and modem: This helps clear any Internet service issues.

Refer this article to further troubleshoot fax issues with the printer. Click Here

If you still have fax issues resetup the fax on a printer. Click Here

Note: Refer page 52 for more information. Follow the steps in the document exactly to achieve the fax setup on your printer.

Let me know if this helps!

Have a great day ahead! 🙂

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[CoastalWorld]

The answer to both your questions is No. Now as to your suggestions, I would respond that they might be a solution, if I was not able to fax at all. But since, when I first turn the printer on, or turn it off and then on again, it will fax to any number of recipients successfully, that only when stopping and trying a 2nd set that I get the failed message, that your solutions really do not seem applicable to my problem. I have tried reducing the speed and negating the error checking as you suggest, without fixing the problem. I have also reset the printer back to factory specs and still no fix. Lastly, as I mentioned, even though the fax indicates the printer is not connected, I can print and scan, so obviously the printer is connected even while the fax is giving this message.

Once a set of faxes is sent, and then ended, there is something being set that does not allow a 2nd set of faxes to be sent. And, whatever this is, it is removed if I turn the printer off and then on again. Either someone needs to establish what setting is being changed or somehow from a remote location I can do an off/on printer reset. And lastly, I have updated the settings via the fax wizard a number of times, again not providing a fix for this. Again, if this was not set properly, I would assume the initial faxes would not work, which they do.

[CoastalWorld]

Last update:

Just set up to fax about 30 recipients together. It got through about 10, and then one failed due to lost connection. The following 4 failed due to printer not connected, and then the remaining 10 or were sent ok. Tried to fax the 5 failures (without touching the printer), and all failed due to not being connected. Turned the printer off and back on again, and tried the 5 failures again, and they faxed perfectly.

Apparently when a group being faxed fails due to losing connection, that it is a temporary condition that apparently then fixed itself after 4 more failures. However, when reaching the end of a fax group and exiting the fax option, it is a permanent failure as all attempts to fax fail due to no connection. ????

[A4Apollo]

Hi! @CoastalWorld, thanks for your prompt response again.

I appreciate your efforts for writing back to us.

As you still have issues after trying out the steps.

Please try the steps recommended below and check if it helps.

Description: A fax communication error occurred between the printer and the sender or receiver.

Solution 1: Allow the printer to retry sending the fax.

Solution 2: Try a different phone cord.

Solution 3: Connect the printer phone cord to a jack for another phone line.

Solution 4: Make sure the telephone line and phone wall jack are active by connecting a telephone and checking for a dial tone.

Solution 5: Change the Fax Speed setting:

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

2. Open the following menus: Fax Setup → Advanced Setup → Fax Speed.

3. Enable the Slow (V.29) setting or disable the Fast (V.34) setting.

Solution 6: Turn off the Error Correction feature:

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

2. Open the following menus: Service → Fax Service → Error Correction.

3. Select the Off setting.

If the issue still persists after trying out the steps. Please contact HP phone support and get assistance.

Contact HP support using this link. Click Here

Have a pleasant day ahead! 🙂

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[CoastalWorld]

Instead of connecting my printer to the network via wireless, I instead connected it by ethernet to the router, and the problems seems to have been eliminated. Leaving the printer on overnight, I did receive a printer busy error, instead of the "failed" message previously received, however I was able to send out a group fax, stop and then sent out another without the "failure" message previously received. Obviously, there is nothing wrong on the printer side, but rather something to do with the wifi vs ethernet connection status.

[A4Apollo]

@CoastalWorld, 

Try the steps recommended below.

Go to Start / Control Panel / Administrative Tools / Services and make sure the Print Spooler is set on automatic and started.

As the issue still persists after trying out the steps.

As a last resort try performing a semi-full reset on the printer and check if it helps.

As the steps to perform a semi full reset is confidential and dedicated to your printer.

I will share the steps through a private message. Please watch your inbox for more information.

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[CoastalWorld]

Print spooler already set to automatic and running. Have previously done a partial and full system reset with no success. Guess I'll just have to leave it connected via ethernet, near my router and work with that. Not sure why any general setting would make a difference, as now found that it apparently has something to do with how it is connected to the network??? Anyway, just another problem dealt with on a forum where an answer was not provided. Wish companies would go back to direct email support and do away with forums that are useless 95% of the time.

[A4Apollo]

@CoastalWorld,

I understand your concern. As we have exhausted with all the steps, I suggest you contact HP phone support so they can take remote of the PC and help you further with the issue.

Please contact HP support using this link. Click Here

Take Care! 🙂