fax failure cannot send /receive fax

[fwj1]

When I turn on the pro 8600 it shows fax failure, cannot send or receive faxes. If I run the fax test I get the same msg. no error codes. I have a dial tone at the wall and on the second line on the printer. Is this a software failure or ???. I am using AT&T line with internet service. No Uverse. I have reset unit two times with no luck. The unit prints and scans with no problem.

[Jeet_singh]

@fwj1,

Thank you for reaching out to us on HP Support Forums! I see from your post that you are getting fax failure error message while sending or receiving fax. Don't worry we'll work together to help you find a solution.

Splendid effort and fabulous description of the issue before posting. Kudos to you on that score.  You are a valued HP customer and it is paramount to assist you here. I take it as a privilege to share this platform with you. 

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes on the printer before the issue started?

Do you have a shared or separate fax line?

Have you tried to changing fax settings?

In the meantime, let's try these steps here: 

Please make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

I have found a wonderful document which should help you with this issue - HP Printers and Fax Machines - Resolving Fax Problems

Could you please respond to this post with the details and with the results of the troubleshooting as this will help me in further assisting you.

Eagerly waiting for your response!

Regards

[fwj1]

Singh, thank you for the help.

I have not faxed in one of two years. No changes have been made, I am hooked up wireless to my computer. Scan, print and copy work fine. When I turn the unit onand it warms up the screen  immediately says " fax failure", unable to send or receive faxes. I went to setup--tools--fax test and I get the same fax failure screen with no error codes.

I went through your steps same fax failure screen.

I checked with AT&T and I have VoIP. AT&T offered no suggestions for the VoIP service.

I plugged a regular touch button phone in into #2 ext just to check and I do get a dial tone there.

I have a shared, through out house,  phone line. I am going straight from the printer to a wall jack ( tried both 2 and 4 wire). I tried unplugging the wireless phone / answering machine which is located on the same phone line but in another room. I tried disconnecting the phone lines from the computer modem. I did a mid- level reset. None of this helped.

I have tried every fax setting I can think of. I currently have the ECM-off and speed set to 9600.

I looked at the docement you sent and it primarily address failures with a diag code. I do not get any code just " fax failure".

It looks like the fax portion fo the printer is dead.

Your thoughts.

fwj1

[Jeet_singh]

@fwj1,

Thank you for replying,

As I understand you have already tried the steps suggested and still having the issue, don't worry as I have a few suggestions which should help you resolve this issue.

Let's start off by updating the printer firmware, If the issue still persists even after the firmware update. I would suggest you try to setup the fax again and check if that helps.

If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to check for the latest firmware update if available for your printer, using this website.  You might need a Windows PC to run the firmware. Once done, restart the printer.

For more details on how to update the printer firmware - HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, I would suggest here is to perform a hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

The printer is having problems sending and receiving faxes:

Solution: Make sure the printer is turned on. Look at the display on the printer. If the display is blank and the (Power button) light is not lit, the printer is turned off. Make sure the power cord is firmly connected to the printer and plugged into a power outlet. Press the (Power button) to turn on the printer. After turning on the printer, HP recommends you wait five minutes before sending or receiving a fax. The printer cannot send or receive faxes while it is initializing after being turned on.

For more in detail, please go through the User guide of this printer and then scroll down to Chapter 9. Solve fax problems. Page number 124.

Next thing, I would suggest here is to follow the steps suggested in the support document to setup fax - HP Printers and Fax Machines - How to Fax

Alternatively, you can also go through this support link: HP Printers and Fax Machines - Test Fax Setup with the HP Fax Test Service

Please let me know if this resolves the issue, or if you require further assistance!

Let me know if those steps worked for you.

If they did, that’s awesome!

Give us some reinforcement by clicking the solution and kudos buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[fwj1]

Singh,

Thanks for the info. I went through all the steps you suggested and went to the HP site for VoiP and tried the suggested settings. I then tried the HP Fax test service. Put in the number and got the same msg. Fax failure.

fwj1

[Jeet_singh]

@fwj1,

Thank you for replying,

As you have exhausted all possible troubleshooting steps and still having the issue,

For further course of action, I will share you a private message with details.

Please watch your inbox for more information.

Let me know if this helps!

Have a great day ahead! 🙂

[Dog7]

 have the same problem as listed with the txt stream listed below and conducted all the steps that this previous person Fwj1 went through and to no avail.  When I continued to read through email stream below you provided a private message.  Can you please provide this to me.  Please don't ask me to conduct the steps that you requested of him/her as I mentioned I have already conducted/completed these steps and I still have the same problem listed below...

[Betty0610]

@Dog7

Welcome to the HP Support Community.

I recommend you to contact the HP Support Team as this could be a hardware issue.

Link: https://support.hp.com/us-en/contact-hp?openCLC=true

Note:  Select the country accordingly to get the contact details for support.

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!