HP Smart Mobile Fax Bug: Wrong fax-number scheme prevents connection

[pkoerner81929]

Fresh install, latest versions installed.

The HP Smart Mobile Fax Service is broken by default for dialing a German Fax line.

The number scheme would be like: +49 (089) 12345678
The number to be dialed by HP should(!) be: 0049891234578

Problem: If you enter the target number into the Mobile App, it ALWAYS add a "0" automatically. You enter 8912345678 and it will be replaced(!) by 08912345678.

The resulting number is invalid and there can never be connected. In above example, the number HP dials is "004908912345678  (incl. the wrong "0" at 089).

The service returns and error email stating "no connection, check phone number" so, it's obviously related to the added "0".

I found NO WAY to prevent the "0" to be added.

What to do?

 

 

[Jay_G24]

Hi @pkoerner81929,

I'd like to help!

Create a fax, and then send it securely to a fax machine or fax-capable printer.

1. In the HP Smart app, click the Mobile Fax tile.

2. In the To section, add a recipient fax number and name, or click the Contacts icon  to select a previously saved contact.

   

3. In the From section, add your name and a phone number. The recipient can use this information to contact you. To add your fax number or email, click Add optional info.

   

4. To add a cover page, click the Add a cover page toggle, and then type a subject and message.

5. Scan the item you want to fax using your printer or mobile device camera, or attach a supported file.

   • Attach a document or photo: Click the Files & Photos icon , navigate to a folder on your mobile device or computer, cloud storage, or social media account, sign in if necessary, and then select a file.

   • Scan a document or photo with your mobile device camera: Tap the Camera icon , and then scan a document or photo with your mobile device camera.

   • Scan a document or photo with your printer: Click the Scanner icon , click the Settings icon  to change scan settings, and then scan a document or photo with your printer.

6. Click Send Fax.

   The HP Smart app securely sends your fax.

Refer to -Send Faxes with the HP Smart App

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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

[pkoerner81929]

Thanks for the feedback. Actually, NO, it does not solve the issue. Please re-read my post.

I do understand how to use the app, it's most likely a

bug (adding trailing zeros prevent the service to connect properly).

How could a bug being reported?

[Jay_G24]

I’d recommend you contact HP Phone Support in your region further for 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.  

Have a great day! 

[pkoerner81929]

Hi Jay,

thanks for offering support options.

As I am not having trouble printing or understanding manual options, the regular support won't help (actually, there is not even an option to select the "HP Smart App"  as the cause for the issue...).

I simply would like to file that software bug to help others or future releases of the mobile app. It's a reproducible bug, straight forward, no need to walk me through any manual pages etc. All information are in this thread, see above, no need to add more.

Actually, I do not see any way to spend more time on it nor will I be willing to pay for a phone call that will not lead to any progress.

Feel free to capture the bug report information from above and use it.

Thanks and good luck.

[Jay_G24]

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.