Unable to recieve and store digital faxes after windows 10 upgrade on HP deskjet pro 6978

[Gay3]

HELP!

My computer guy spent 4 hours on Friday and was not able to fix, I spent two hours today- 1 hour remote logged in with the HP customer service team and nothing so far...

The HP printer scans, sends and receives faxes but IS UNABLE TO SAVE FAXES DIGITALLY TO MY COMPUTER.

It was able to do so until my Windows 10 upgrade last week.

When I try to set up the Digital Fax Receive, it says User Name and Password are incorrect- this is not the case.

The folder permissions for the fax folder are fine, btw.

I see there are multiple posts about the same complaint on this and multiple other forums, but I do not see an answer that works.  HP clearly does not seem to know, after spending an hour remote logged in with them.

Can someone help please?

Thank you.

[Betty0610]

@Gay3

Welcome to the HP Support Community.

Try the steps recommended below.

● The computer selected to receive faxes is turned off. Make sure the computer selected to receive faxes is
switched on at all times.
● Different computers are configured for setup and receiving faxes and one of them may be switched off.
If the computer receiving faxes is different from the one used for setup, both computers should be
switched on at all times.
● HP Digital Fax is not activated or the computer is not configured to receive faxes. Activate HP Digital Fax
and make sure the computer is configured to receive faxes.

Also, set up HP Digital Fax from the printer software (Windows)
1. Open the HP printer software. For more information, see Open the HP printer software (Windows).
2. Click Print, Scan & Fax , and then click Fax.
3. Click Digital Fax Setup.
4. Follow the onscreen instructions.
NOTE: After you have set up HP Digital Fax, you can use the printer’s embedded web server (EWS) to edit HP
Digital Fax settings. To open the EWS automatically, select the Launch embedded web server when finished
checkbox on the last screen of the Digital Fax Setup Wizard. When you click Finish, the EWS is displayed in
your computer’s default web browser. For more information about the EWS, see Embedded web server.

To set up HP Digital Fax from Embedded web server (EWS)
1. Open the embedded web server (EWS). For more information, see Embedded web server.
2. On the Home tab, click Fax to Email/Network Folder in the Setup box.
3. Follow the onscreen instructions.
4. After you have entered the required information, click Save and Test to make sure the link to the
network folder is working correctly.

You can use HP Digitial Fax to automatically receive faxes and save them directly to your computer. This saves
paper and ink.
Received faxes are saved as TIFF (Tagged Image File Format) or PDF (Portable Document Format).
The files are named in the following method: XXXX_YYYYYYYY_ZZZZZZ.tif, where X is the sender's
information, Y is the date, and Z is the time that the fax was received.
NOTE: Fax to Computer is available for receiving black-and-white faxes only. Color faxes will be printed.
HP Digital Fax requirements
● The destination folder of the computer must be available at all times. Faxes will not be saved if the
computer is asleep or in hibernate mode.
● Paper must be loaded in the input tray. For more information, see Load paper.
To set up or modify HP Digital Fax (Windows)
1. Open the HP printer software. For more information, see Open the HP printer software (Windows).
2. Click Print, Scan & Fax , and then click Fax.
3. Click Digital Fax Setup Wizard .
4. Follow the onscreen instructions

Run a fax test from the printer control panel to print a report that can help troubleshoot fax problems.

1. From the printer control panel, find and open the Fax Setup menu.

2. Find and select Test, Run Fax Test, or Test Fax and wait while the printer prints the Fax Test Report.

3. Review the report.

   • If the report indicates the printer passed the test and your printer continues to have problems faxing, change the fax settings listed in the report to the correct settings.

   • If the report indicates the printer failed the test, review the report for more information about fixing the problem.

If the printer was unable to send a fax because the receiving fax machine did not answer or was busy, the printer attempts to redial based on the settings for the redial options.

Use the following procedure to turn the options on or off. ● Busy redial: If this option is turned on, the printer redials automatically if it receives a busy signal. The default is On . ● No answer redial: If this option is turned on, the printer redials automatically if the receiving fax machine does not answer. The default is Off . ● Connection problem redial: If this option is turned on, the printer redials automatically if there has been a problem connecting with the receiving fax machine. Connection problem redial works only for sending faxes from memory. The default is On .
 

Refer this article to further troubleshoot fax issues with your printer. Link: https://hp.care/2r8STZI

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Gay3]

Hi there, 

Thank you for this response, but I have spent 4+ hours with HP support logging in and doing all these steps to no avail. 

Also, i figured out (on my own) that you have run the fax program "as administrator" even if you are signed on as administrator with all privileges to get around the incorrect login password error.  Which is kind of surprising, as i see other posts relating to the same problem on HP and no one seems to have addressed or know about it. 

Secondly, now i have a message saying that i have digital faxes successfully set up, i can still receive faxes and get scans into my computer, BUT NO DIGITAL FAX TO MY PC. All this occurred after a windows 10 upgrade, prior to this, the fax machine- purchased last year and windows 10 compatible, was fine with receiving digital faxes.  I have subsequently spent another 6+ hours with HP support, each person going through the same steps and asking the same questions. 

I am so tired of the proforma responses.  I would like someone who has a proper answer to respond.  It was sad that i figured out the password issue by sheer accident on my own.  

Thank you.  

[Echo_Lake]

@Gay3

Thank you for posting back. 

I am glad to know that you managed to resolve the issue. Please reach out again for any further assistance.

Have a nice day ahead.