My HP OfficeJet Pro 9010 will send faxes but cannot receive faxes. Dedicated phone line for fax.

[PA7070]

My HP OfficeJet Pro 9015e will send out faxes but will not receive faxes.  I have it on a dedicated fax line, another number [line] from our home number. It just started doing this  function a few months ago.  The printer is on our home internet.  I don't see any place on the screen to look at fax functions? The printer status report states the backup fax reception is "ON" no idea what that is....and fax forwarding  and fax to PC is "OFF''. Auto answer is "ON" All connections are in tight and I even did a "hard reset" .  How do I get my printer to again RECEIVE faxes?  Thanks

[Garp_senchau]

@PA7070, 

Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds like you're having a frustrating issue with your HP OfficeJet Pro 9015e, but I'll do my best to walk you through the necessary troubleshooting steps to help get it receiving faxes again. Since you've already done a hard reset, let’s focus on a few more detailed steps that might resolve the issue. Here's a guide to help you troubleshoot the problem:

Verify Fax Setup & Settings:

Even though you've mentioned that the printer is connected to a dedicated fax line, it's important to double-check some basic settings in your printer.

Step 1: Check the Fax Settings on the Printer's Control Panel

• Access Fax Setup:

  • On the printer's touchscreen, tap the Setup icon (gear symbol).

  • Tap Fax Setup or Fax Settings (depending on your printer’s model).

• Check Fax Mode:

  • Ensure that the fax mode is set to Auto or Manual.

  • You can also try setting it to Auto Answer (which you've already mentioned is ON). This will allow the printer to automatically receive faxes after a few rings.

Step 2: Check Fax Reception Settings

• Backup Fax Reception:

  • Backup fax reception being "ON" typically means the printer is set to receive faxes on a backup system in case it can't receive them directly. Try turning this feature OFF and test again to see if it resolves the issue.

Step 3: Fax to PC & Forwarding Settings

• You mentioned that Fax to PC and Fax Forwarding are both OFF. These settings should generally be turned off unless you specifically want to forward received faxes or send them directly to your PC.

  • To test fax reception, leave these settings OFF for now.

Check Your Telephone Line

• Line Interference:

  • Make sure the phone line isn’t being used for other purposes like a phone or internet service. Even though you said the fax line is dedicated, sometimes the connection can get mixed up, especially if you have a VoIP service or something that uses your phone line for internet as well.

  • Try testing the line with a regular phone (if it’s a landline) to check if the line has a dial tone and isn’t static or fuzzy.

Run a Fax Test

• On your printer’s control panel, go to Setup → Tools → Fax Test or Diagnostics (it may vary based on the model). This will send a test fax and check whether the line is properly set up for receiving.

Check for Firmware Updates

• Outdated firmware can sometimes cause fax issues.

  • Go to Settings → Printer Update and see if there are any updates available. Follow the on-screen instructions to update your printer.

Verify Connections and Power Cycle

• Physical Connections:

  • Ensure that the fax line is securely connected to the Fax port of your printer (it should not be plugged into the phone port).

  • If your printer is connected via Wi-Fi, ensure your printer is still on the same network as your other devices.

• Power Cycle the Printer:

  • After checking the settings, turn off the printer, unplug it from the power source for 10-15 seconds, then plug it back in and turn it on again.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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