Mobile Fax unable to connect to server

[bynomeansavg]

I've been using the HP Smart mobile fax  with my HP OfficeJet Pro 8020 All-in-One Printer for years with zero issues until a month or so ago- I can log into HP Smart but as soon as I select Mobile Fax I get the following message "Error. There was a problem connecting to the server. Please try again later."    I am unable to fax or access any of the fax numbers saved on my account. Troubleshooting I've tried: uninstalling/reinstalling HP Smart app, resetting factory default on printer, accessing mobile fax/HP Smart from an entirely different computer, plugging printer directly into computer, changed wifi connections with the printer, resetting wifi router itself, made sure drivers were up to date and used HP Support Assistant with no resolution. What happened?!   --Reposted because I'm having the same issue.  I also tried to log out and click on Mobile Fax and have it send me to log back in.  It did not work.

[Psymon]

I had the same issue yesterday and it seems to be working today. 

[Raj_05]

Hi @bynomeansavg,

Welcome to HP Support Community.

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

The issue you're experiencing with HP Smart Mobile Fax failing to connect to the server appears to be a broader problem potentially related to changes in the HP Smart app or its server infrastructure. Since you’ve already attempted extensive troubleshooting without success, here's what you can do.

Verify Mobile Fax Service Status:

• HP might have a temporary or ongoing issue with their Mobile Fax service. Contact HP Customer Support or check their service status pages for any known outages or disruptions.

Check for Updates:

• Ensure that your HP Smart app is updated to the latest version on all devices.
• Check if there’s a firmware update available for your HP OfficeJet Pro 8020 printer.

Use a Different Network:

• Test the app and Mobile Fax feature using a different internet connection, such as a mobile hotspot, to rule out network-specific issues.

Review Firewall/Antivirus Settings:

• If you're using the app on a PC or Mac, temporarily disable any antivirus or firewall software to ensure they aren’t blocking the connection.

Clear Cache (For Mobile and Web Apps):

• If you're using the app on a mobile device, clear the app cache or reinstall it after ensuring the cache is cleared.
• For browsers, clear cookies and cached data before attempting to access Mobile Fax.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support