can't receive fax LaserJet Pro MFP M127fw

[V122]

Hello X-23,

Thanks for your response. Unfortunately, the fax speed adjustment doesn't make a difference [I've even tried calling the fax number from my phone & the machine doesn't wake up].  I guess I'll have to live with it & turn on the machine when I know a fax is coming.  In the meantime, I've set the fax speed back to medium.

Thanks for your help!

[daviddajc]

Hello,

I have the same problem with my hp m127fw. I'm not able to receive fax but I'm able to send it. I tried everything you wrote but it still doesn't work. Only thing that is different is that I'm using the same line for phones. Can you help please.

Thanks!

[X-23]

Hey @daviddajc,

Welcome to the HP Support Forums!

I understand that you can send faxes but aren't able to receive faxes on your HP LaserJet Pro MFP M127fw on a phone line shared with telephones. I would like to assist you today with resolving this issue.

• Just to clarify, do you know if your phone line is DSL or VoIP?

If not, you  may need to speak with your phone line provider to verify this.

• Do you have an answering machine or voicemail service on that phone line?

• Does your HP Laserjet receive faxes fine when the Laserjet is ON, and fail to receive when the Laserjet is in sleep mode?

Or, does the HP Laserjet always fail to receive faxes?

• Is your phone cable for the fax plugged directly from the rear of your printer into the wall jack, or is there a splitter or modem in between the wall jack and fax?

Once I have the answers to my questions above I will be able to provide additional assistance with resolving this fax receiving issue. I look forward to hearing from you! 🙂

[daviddajc]

Hey,

thanks for your reply and sorry I didn't answer sooner.

- We have standard phone line not voip, but cable doesn't go directly to wall it goes into panasonic electronic modular switching system.

- we don't have answering machine and voice mail

- it fails to receive fax when it's ON and also when it's in sleep mode.

- as I already said phone cable for the fax is plugged into panasonic electronic modular switching system.

I must mention that we have standard fax machine which worked normaly and I just took the phone cable from the old fax machine and switched it into the new hp m127fw.

Thank you.

David

[X-23]

Hey @daviddajc,

Thanks for getting back to me regarding this issue.

Because you are able to send faxes we know that the fax modem within your machine is functioning. Therefore, there is some sort of interference occuring within the switch setup that you're using. Your machine is not responding when asleep or awake to the fax transmission which leads me to believe that the switch is causing your printer to not 'recognize' or 'detect' any sort of fax tones on the phone line. There are a few steps that I would like you to perform to resolve this interference issue.

Step 1: Check Fax Cable:

Older fax machines have different fax modems then newer machines. The older modems seem to handle interference better then these newer fax modems. It is crucial that you use a 2-wire fax cable with your printer, rather then a 4 wire standard telephone cable. The reason being is because a 4 wire cable can cause additional interference to be detected by your fax machine. The end of the 2-wire cable should look like this:

Once you have confirmed that the correct 2-wire cable is being used, please test fax receiving. Should the issue persist, please proceed.

Step 2: Check Ports:

If there are multiple ports available on your switch, some of those ports may offer bi-directional communication that is required, but not all the ports usually offer this. Please try plugging the fax cable into different ports and test the machine in case this fax receiving issue is due to a bi-directional communication port conflict in the switch.

Should the fax receiving issue persist after trying different ports on the switch please proceed to the next step.

Step 3: Check Ring Setup:

1. Select the Setup (wrench) button (circled in red) at the top of your touchscreen.
2. Right arrow over to Fax Setup. Touch Fax Setup to access that menu.
3. Under Fax Setup right arrow to Basic Fax Setup and select it.
4. Right arrow to Answer Mode and select it
5. Under Answer Mode ensure your machine is set to 'Automatic'.  Should Automatic fail to resolve this issue, try the Fax/Tel setting.
   

Also, under the Basic Fax Setup menu, make sure Distinctive Ring is set to All Rings for the Ring type pattern.

Should the issue persist, please proceed.

Step 4: Powercycle Switch:

Should adjusting the settings, checking the fax cable, and trying different ports on the switch fail to resolve this issue, the next step would be to powercycle the switch. Once the powercycle is complete please test receiving a fax.

Please respond to this post with the result of your troubleshooting. Should receiving faxes still fail we may need to test the fax machine with no switches, splitters, or anything additional on the fax line to isolate this issue. I look forward to hearing from you! 🙂

[Fishranch]

Also having same problem. Can send but not receive unless I manually answer phone before answering machine.
I have distinctive ring; no dedicated fax line, 6 rings for answering machine to pick up, regular telephone landline.

[X-23]

Hey @Fishranch,

Welcome to the HP Support Forums!

I see that you're experiencing issues with automatic fax receiving on your HP LaserJet Pro MFP M127fw. I would like to assist you today with resolving this issue. To be honest, because your Laserjet is able to manually receive faxes and send faxes the fax modem in your printer is functioning properly. The fact that your machine fails to automatically receive faxes is likely due to an interference issue on the phone line. We'll start by adjusting fax settings to compliment your phone line setup. Please try the steps below.

• How to Check Fax Settings:

1. Select the Setup (wrench) button on your printer
2. Select Fax Setup
3. Select Basic Fax Setup
4. Select Answer Mode
5. Make sure Answer Mode is set to Automatic
6. Next, select Rings to Answer - set this to 2 rings
7. Right arrow to Distinctive Ring
8. Set the Distinctive Ring mode to Double and Triple
9. Once Fax settings have been adjusted, hit the Return Arrow (bottom left corner) once to return to the Setup menu
10. Under the Setup menu arrow over to Services
11. Select Fax Services
12. Select Error Correction
13. Turn Error Correction Mode OFF

Once settings have been adjusted, have someone send you a test fax. Ideally, your line will ring twice (4 times with distinctive double ring on phone line, 6 times with triple ring) and then pick up. If a single ring comes through your fax machine will ignore this so you can answer the phone, or the answering machine can take over if you fail to answer the phone.

Please let me know if these setting adjustments resolve your automatic fax receiving issue. Good luck! 🙂

[Jim104]

can't receive fax LaserJet Pro MFP M127fw I have a dedicated line.

[hasanroy]

Greetings...

I have HP Laserjet M477FDW.I configured FAX with shared voice line.I choose FaX/Tel Mode.But HP Printer detect all calls as voice call .It was working fine before upgrading firmaware.Need Assistance..

Thank you

Hasan

[Mecopeland]

Yes.  I'm attached to a home phone line that automatically goes to voice mail on 6 rings.  So how do I receive faxes?