I need help getting my printer to receive faxes

[Marcus10122]

I need help getting my hp office jet pro 9120e to receive faxes.

[Kuroi_Kenshi]

Hi @Marcus10122,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP OfficeJet Pro 9120e is not receiving incoming faxes. Let’s go through a few steps to check what could be causing this and get fax reception working.

Confirm the phone line connection
Make sure the telephone cable is plugged into the printer’s LINE (1-LINE) port, not the EXT port.
The other end must go directly to a working wall phone jack.

Test the phone line for a dial tone
Temporarily connect a regular telephone to the same wall jack.
If you do not hear a clear dial tone, the printer cannot receive faxes.

Check fax mode is enabled on the printer
Open the printer control panel and go to Fax settings.
Ensure Fax is turned on and not disabled.

Set the correct answer mode
If the printer is the only device on the line, set it to Auto Answer = On.
If you share the line with a phone or voicemail, Auto Answer can stay on but rings must be adjusted.

Adjust the Rings to Answer setting
Set Rings to Answer higher than any voicemail or answering machine (for example, 5–6 rings).
This prevents another device from picking up before the printer.

Disable voicemail or call-blocking features
VoIP voicemail, digital phone services, or call screening can stop fax signals.
Temporarily disable these features and test fax reception again.

Run the Fax Setup or Fax Test Report
From the printer’s Fax or Tools menu, run the Fax Test.
The report will indicate line detection, signal issues, or configuration problems.

Check VoIP or internet phone service compatibility
Faxing is unreliable over VoIP unless a compatible ATA is used.
If using VoIP, lower the fax speed or enable ECM off in Fax settings.

Update printer firmware
Ensure the printer firmware is fully up to date.
Firmware updates can improve fax compatibility and line detection.

I hope this helps.

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Best regards,