Unable to fax from Envy Pro 6430

[GeoffD58]

Yesterday I discovered from the HP Smart App that there is an option to send faxes that only required an internet connection. I went ahead and enabled the feature and received a welcome message informing me that I was entitled to two years free use of it.

When I tried to send a fax earlier I kept getting the message that something went wrong and to try again which I did a dozen times before calling the support desk and spending 53 minutes on a fruitless phone call with a guy who told me that this feature actually needs a phone line! I was so exasperated by this point that I did not argue as I had already informed him that his answer contradicted the online FAQ section on this point.

Does anyone know where the issue lies?

[greenturtle · Accepted solution]

Hi,

Thanks for using the HP Support Community.

Check out this resource on using Mobile Fax (no phone line needed:

https://www.youtube.com/watch?v=ZhAXw2zvn7o&t=22s

More useful resources for the printer can be found here:

https://www.youtube.com/playlist?list=PLUV0sXfF6zPh6CvwM2cDtFruOzbfD2fEk

Hope tat helps!

[GeoffD58]

Thanks for the prompt response - I initially selected resolved trusting that I would be able to fax from my phone rather than the laptop I was using earlier. 

I subsequently discovered that I had the same message on my phone as on my laptop and after watching the videos and spending another half hour searching for a solution I have given up completely in disgust with an advertised feature that simply does not do what it claims.

I have just spent £2 to send the fax via one of the many Android apps that do the job that HP obviously can't.

[greenturtle]

Hi @GeoffD58 

Sorry to hear about the bad experience.

Can elaborate more on  why Mobile Fax is not working for you?

Thanks.

[GeoffD58]

The post should be flagged as unsolved.

Despite spending considerable time and effort on this I was unable to resolve the issue that arose whether I used the HP Smart app from my W10 premium laptop or my Android smartphone - the error message said that it had failed prior to sending.

I had a 7 page pdf document (attachment) and a cover note to send and whether this was the issue or not I don't know and am unlikely to as I've not sent a fax in a decade or more and am thus unlikely to do so again after this experience and the discovery of the existence of alternative apps that work on a pay per user basis.

Thanks for your enquiry but the fact that HP support staff didn't know what they were doing has led me to abandon any further attempts at exploring a solution.