fax problems

[Rebecca113]

Hello there, 

my HP OFFICETJET PRO 6960 is working properly in printing, scanning and copying mode but not the fax mode. The telecommunication company recommends to install voip settings since they change the modem which the machine is connected to. I ve reset the settings for the fax, the machine cannot check the fax - the following is the message: the fax part is damaged, please contact HP support. Any advice??

[A_Gayathri]

Hi @Rebecca113,

Welcome to the HP Support Community

I understand you are not able to send/receive a fax issue with your HP OfficeJet Pro 6960 All-in-One Printer series. Not to worry I will help you to get a resolution to resolve the issue.

. Let us try these steps:

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Update the printer firmware

Click here to download and install the latest printer firmware from your PC.

Click here to know different methods of updating printer firmware.

Click here to check the document  check the FAQ as well 
Click here  HP printers - Using Mobile Fax (HP Smart app)
Click here  HP printers - Use HP Digital Fax to receive faxes to a computer or email
 

Check the fax connections. Use a 2-wire fax cable to connect to the printer from the phone jack. 

On the printer screen, go to  Fax > Setup > Tools > Run fax test

Check the result.

Send a one-page black and white text fax to 1-**bleep**-HPFaxme (1-**bleep**-473-2963). When the service receives your fax, a return confirmation fax is sent within five minutes. This verifies that you can both send and receive a fax.

I hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[A_Gayathri]

Hi @Rebecca113,

We haven’t heard from you, this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.

If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

If you would like to thank us for our efforts to help you, go to the public post & give us a virtual high-five by clicking the "Thumbs Up" icon below, followed by clicking on the "Accept as solution" on my public post.

Have a great day ahead!