HP Fax Test Service calls main phone number instead of fax header number

[jbd32]

I recently set up a home phone (POTS, not VOIP) with one number as the main phone number (single, long rings) and one number as a distinctive ring number (two short rings). I've set up my printer with my name and distinctive ring number to be included in the fax header. I've also set the printer up to answer calls with the distinctive ring pattern automatically after two rings. When I was first setting up the fax system, I sent a fax to a friend to confirm that it was working and was able to send the fax successfully. I ran a local fax test on the printer and all tests passed.

Later, I wanted to test receiving faxes, so I sent a test fax to the HP Fax Test Service. Every time I send one, though, the service will call back on my regular phone number, so the printer doesn't automatically answer the fax. If I manually click "Accept" on the touchscreen I can receive the fax confirming that I'm able to receive faxes, but I want to make sure my fax header is configured correctly.

I found another thread with this same problem but no solution. Is this a known problem with the HP Fax Test Service?

[Betty0610]

@jbd32

Welcome to the HP Support Community.

Did you try asking anyone else to send you a fax? If not, please do check. 

Also, let's run the fax test: From the Home screen on the printer display, press the Up and Down buttons to select Fax, and then press OK. 4. Select Settings, select Advanced Settings, select Fax Setup Wizard, and then follow on-screen instructions. The printer displays the status of the test on the display and prints a report.

Let us know what the report says.

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

Thanks!

Have a great day!

[jbd32]

I haven't had anyone else send me a fax yet, but I can do that later today. I'll attach the results of the fax test, minus the sensitive information on it. My name and fax number are printed at the top of the page (not included), which I would think is the information reported to other fax machines in the header.

[Betty0610]

Keep us posted on that. Also, make sure the Auto Answer is on: 1. From the printer control panel display, touch and slide your finger across the screen and then touch Setup. 2. Touch Fax Setup, and then touch Basic Fax Setup. 3. Touch Auto Answer to turn it on.

Let me know if this helps.

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

Thanks!

[jbd32]

Alright, I've turned on auto answer and received a fax from my friend. He confirmed my name and fax number were printed on a header on the page.

I also tried faxing the HP Fax Test Service today, but it just called back my regular number.

[Raj1788]

@jbd32

Refer to the below document for Resolving Fax Problems.

Click here: https://support.hp.com/in-en/product/hp-officejet-pro-8620-e-all-in-one-printer-series/5367611/docum... and follow the instruction.

Refer to this document: https://support.hp.com/in-en/product/hp-officejet-pro-8620-e-all-in-one-printer-series/5367611/docum... for the setup.

Keep me posted, how it goes!

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!

Cheers:)

[jbd32]

Thank you for the suggestion, but none of these options describes my problem, which is specifically with the HP Test Fax Service. I've read through both documents just in case, but I've already tried everything in both of them and the fax test service still calls my main landline rather than my distinctive ring number. I'm beginning to think this is a problem with the Test Fax Service rather than my machine.

Additionally, the OfficeJet Pro 8620 seems to have a glitch in its fax setup wizard that causes it to get stuck in a loop while selecting your distinctive ring pattern. The only way to complete the wizard is to back up to the question where it asks if distinctive ring is set up and select "no." The fax system can still be set up manually via the Basic and Advanced settings.

[ShlomiL]

Hi,

Have you set the fax header correctly with all 10 digits as listed on the below guidelines ?

https://support.hp.com/ca-en/document/c00259105

Also, try calling your mobile device from the fax, what number is shown? the Fax Header number must match the actual number shown by the caller ID service as listed in these guidelines

Spoiler

Make sure your full 10-digit fax number is in the header, and that it matches the number of the phone line connected to the fax.

Shlomi

[jbd32]

I originally had my 11-digit phone number (1 - area code - local 7 digit number) in the header, but I tried removing the 1 in front and it didn't make a difference; both times when I called my cell phone from the fax machine it came up as my regular home phone number, which is what I would expect since the distinct ring number is essentially just an alias for the main number.

I also tried faxing the fax test service again, but got a call back at my regular number rather than the number in the fax header. From the document you linked: 

The service uses the header number to send the confirmation fax.

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This statement doesn't seem to be correct; either by design the service just blindly uses whatever number the caller ID reports (which is not affected by the fax header) or it is supposed to be using the fax header number and fails to do so, unintentionally. As reported in the thread I linked in my initial post, this seems to have been an issue for people with distinctive ring numbers for years.