Mobile fax wont download a 14 page, 17.3 MB pdf file, even though it says the limit is 20.00MB.

[ginnylee86]

I unplugged the printer for more than 60 seconds, I also removed the printer from the app and setup again on the website. But it still wont fax. Is there something I'm missing? It's also incredibly hard to get in contact with support. 

[Sneha_01 · Accepted solution]

Hi @ginnylee86,

Welcome to HP Support Community.

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

If your mobile fax is not downloading a 14-page, 17.3 MB PDF file despite being under the stated limit, here are some steps you can try to resolve the issue:

1. Check File Compatibility

• File Format: Ensure that the PDF file is compatible with your printer’s faxing capabilities. Sometimes, certain features in PDFs can cause issues.
• Simplify the PDF: Try reducing the complexity of the PDF. You can use a PDF editor to flatten or simplify the file, removing any unnecessary elements.

2. Reduce File Size

• Compress the PDF: Use an online PDF compressor to reduce the file size. Aim for under 10 MB to see if that resolves the issue.
• Split the Document: If compression doesn’t help, consider splitting the document into smaller parts (e.g., 5 pages each) and faxing them separately.

3. Check App Settings

• Update the App: Ensure you have the latest version of the mobile fax app. Updates often fix bugs and improve performance.
• Review Settings: Check the app settings for any limitations on document size or page number.

4. Try Another Device

• Use a Different Phone or Tablet: If possible, try using a different mobile device to send the fax. This can help determine if the issue is with the app or the specific device.

5. Reinstall the App

• Uninstall and Reinstall: Sometimes, uninstalling the app and reinstalling it can resolve hidden issues.

6. Test with a Different Document

• Use a Simple Document: Try sending a smaller or simpler document to see if the faxing functionality works. This can help isolate the problem.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support