Issues with Smart Tank 7602 fax

[ESRubinDO]

Mac OS Sonoma (shouldn't matter because my fax isn't through wifi)

hard line fax, won't receive or send faxes, machine rings for incoming and outgoing but ultimately fails.  Didn't have this problem with the old machine.  HP says my phone line is the issue, tech came and said phone line is fine.  Issue is with HP

[Raj_05]

Hi @ESRubinDO,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like your HP Smart Tank 7602 All-in-One printer is experiencing issues with both sending and receiving faxes over a hard-line phone connection, even though the line itself is working fine. Since HP support suggests the problem is with the machine and not the phone line, here are a few steps you can take to troubleshoot and resolve the issue.

Check Fax Settings:

• Ensure correct fax settings on the printer. Sometimes, the settings may have changed or reset. Verify the dial tone and set the correct region for the fax mode.
• Go to the printer’s fax settings and ensure that it is set up to send and receive faxes.
• Check if the fax speed (baud rate) and error correction mode (ECM) are compatible with your phone line.

Reset the Fax Settings:

• You can try resetting the fax settings to default:
  • Open the printer’s control panel, go to Setup, then Fax Setup, and select Restore Fax Defaults. This will revert any changes that could be affecting the fax functionality.

Ensure the Correct Phone Line Connection:

• Verify that the phone line is connected properly to the "LINE" port (not the "TEL" port) on the back of the printer.
• If you are using an adapter or splitter to connect the fax machine, make sure it is set up correctly. Direct connection to the phone line without any additional devices is ideal for fax functionality.

Test Fax on Another Phone Line:

• If possible, test the fax function on a different phone line (perhaps at a different location or a known working line). This helps confirm whether the issue is related to the phone line or the printer itself.

Check for Interference:

• Ensure there are no other devices (such as answering machines, routers, or cordless phones) connected to the same line as the fax machine, as these can interfere with fax transmissions.
• If you are using a VoIP or digital phone line, fax transmission may not always work properly without specific configurations, so test on a standard analog line if possible.

[Raj_05]

Firmware Update:

• Check if there is a firmware update available for your printer. Sometimes, issues like this can be resolved with a software update. You can update your printer’s firmware via the HP Smart app or the printer’s web interface.

Perform a Fax Test:

• Try sending a fax to a fax machine at a different location. If the machine rings but fails to send or receive, the issue may be with the internal fax functionality on the printer itself.

These steps should help narrow down the cause and hopefully resolve the issue with faxing.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support