HP Printer Assistant: fax sent from computer does not send but from AiO does send

[OldSurferDude]

Here are the steps I perform:

Open HP Printer Assistant

click on  [Print, Scan & Fax]

click on [Send a fax]

type in recipients phone number

click on [Add]

click on [Add cover page], more accurately, the (+)

fill out information

click on [Done]

click on [Send Fax]

a dialog box flashes and then nothing happens.

Am I doing something wrong, is there a set up  point missing

I can print just fine.

Ink levels are shown in the software. (communication to the printer is good)

Sending a fax from the AiO itself seems to get the job done.  (phone line is good)

unrelated notes:

Searching the web one can find an HP service that will send a fax back to you so you can see if you can send and receive, except for this doesn't work.

In doing this, I discovered that the "Fax header" (name and phone number at top of fax)  has to be set up on the device itself.  The aforementioned service requires a fax header.

[Kumar0307]

Hi @OldSurferDude

Welcome to the HP Support Community. I'd be happy to assist you.

Sending a fax from the computer using HP Printer Assistant is called as Digital fax. This has to be first setup on the printer software.

Kindly refer to this document to know how to setup digital fax.

If you do not have a full-featured driver installed on the PC, click here to download the HP Full-featured driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

Hope this helps! Keep me posted. 

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!

Have a great day! 

[OldSurferDude]

I want to do send faxes from a computer because I would like to avoid printing out documents and having the printer scan them in.

The reason why I did not set up Digital fax is because it appears as to be for receiving faxes.  But, per your advice, I did set up Digital fax.  Setting up Digital fax did not resolve the issue.

Below I describe the procedure I used to install the printer software.  I performed this act on three different Windows 10 computers more than three times each.  Occasionally, one installation would allow me to send faxes from a computer, but a subsequent installation would not send a fax.  Installations that were successful were installed when the connection to the network was WiFI, though not all WiFi installations were succesful.

One computer is a "Windows 10 clean install"

[OldSurferDude]

There is another thing that is concerning.  When I uninstall and reinstall, information form the previous installation is still present (phone numbers in the address book).  Also, I found numerous entries in the registry. 

How does one remove ALL traces of the software?

[Kumar0307]

@OldSurferDude, thank you for the response.

Follow these steps to perform a clean uninstallation of Pre-installed HP drivers

1.  In Windows, search for and open Programs and features 
2.  Select your HP Printer 
3.  Select Uninstall 
4.  In Windows, search for and open Devices and printers 
5.  In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 
6.  Open up the run command with the “Windows key + R” key combo. 
7.  Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”) 
8.  Click on the “Drivers” tab 
9.  Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 
10.  Select Ok 
11.  Select Apply and Ok on the Print Server Properties windows 
12.  Close Devices and Printers, restart the computer.

Click here to download the HP Full-featured driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

Let me know how this goes.

[OldSurferDude]

I had some differences:

4.  mine was called "Printers and scanners"

5. Was already gone from 3.

6. I used [windows key], typed "cmd", right clicked, {run as administrator}

Also, I deleted to files relating to my printer/fax under c:/users/[local user]/local/hp

I'm rebooting now.  I'll let you know how the re-install goes

[OldSurferDude]

Still the same, that is: {fax}-->{Send a fax}-->wait 20 seconds-->[To ...]-->[Fax Contacts](drop down box)-->[Fax Phonebook]-->[check] (FAXBACK SERVICE]-->[Done]-->(+) of {add cover page}-->[Done]-->[Send Fax]

Gas gauge pops up very briefly, then nothing.

In a successful installation, after the Gas gauge, a status box will pop up and the fax will be sent.

I note that two local numbers appear when [Fax Contacts] is showing.  This indicates, to me, that the software is not being completely removed from my machine.  In what directory or registry entry is that information stored?  Could there be confounding data in that directory, too?

[OldSurferDude]

A very interesting datum:

[windows key]-->type "printers & scanners"-->click on [printers & scanners]-->click on [Fax - HP ENVY 7640 series (Netowrk)]-->[Manage]-->click on [Print a test page]-->wait 20 seconds-->"Send Fax - HP ENVY 7640 series (Network)" dialog box appears-->(In this dialog box is a new icon {My Fax Document}  click on [Send Fax]

Gas gauge briefly appears then status dialog box appears, fax is sent and fax is sent back.  In other words a successful sending of a fax.

[Kumar0307]

@OldSurferDude

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!

[OldSurferDude]

Actually, no, the issue is not resolved.   While we can send a fax on one of the computers and we can send a test fax on another, we cannot send using HP printer assistant, nor can we send a fax from an application (by selecting the fax as a printer device).