HP printer can't detect telephone line. Could my fax/phone cable be defective? How do I test this

[jsmith9150]

My HP officejet pro 6978 printer isn't able to send faxes.  When I test it, I get the message no active phone line detected.  I have tried connecting the fax/phone line directly to the wall jack without success.  

Could the fax/phone cable that came with the printer be defective?  How do I test this?  If need be, how might I replace the fax/phone cable?

Also, this printer is connected to a computer running Windows 7.  Could this be an issue in terms of getting the error message "no active phone line detected"?

[A_Gayathri]

Hi @jsmith9150,

Thank you for your reply

I understand you have an issue with faxing HP OfficeJet Pro 6978 All-In-One Printer.  Fax issue. Please try again later" Let us try these steps:

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Update the printer firmware

Click here to download and install the latest printer firmware from your PC.

Click here to know different methods of updating the printer firmware.

click here and follow the troubleshooting steps- How to fax with an HP printer or fax machine

click here and follow the troubleshooting steps- Test fax setup with the HP Fax Test Service

click here and follow the troubleshooting steps- HP printers - Use HP Digital Fax to receive faxes to a computer or email

click here and follow the troubleshooting steps- HP printers - Using Mobile Fax (HP Smart app)

click here and follow the troubleshooting steps- HP printers and fax machines - Resolve fax problems

click here and follow the troubleshooting steps- Sending Faxes from Your Computer Using HP Smart | HP Printers | @HPSupport

Check the fax connections. Use a 2-wire fax cable to connect to the printer from the phone jack. 

On the printer screen, go to  Fax > Setup > Tools > Run a fax test

Check the result.

Send a one-page black and white text fax to 1-**bleep**-HPFaxme (1-**bleep**-473-2963). When the service receives your fax, a return confirmation fax is sent within five minutes. This verifies that you can both send and receive a fax.

Hope this helps! Keep me posted. 

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