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Leckk625
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Fax keep getting communication error

hp pavilion
Microsoft Windows 10 (64-bit)

Fax keep getting a communication error. Unable to complete fax on more than one occasion. The fax number works because I was able to send the fax using another fax machine.

 

When I load the paper it comes up on the panel "Document loaded" but during what would be the fax transmission the paper is not pulled through. Then I get a print out of the fax log with the following message, "A communication error occurred during the fax transmission....." HELP PLEASE! 

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HP Support Agent
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Fax keep getting communication error

@Leckk625

 

Could you please help me with the exact model name or the product number of the printer?

Are you using a dedicate or a shared line for fax?

Are you facing any issue while receiving the fax?

 

Keep me posted.

 

Have a great day!

Cheers:)

Raj1788
I am an HP Employee 

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Leckk625
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Fax keep getting communication error

The printer is an HP OfficeJet Pro 6978

This fax line is also the home phone line.
I am not aware of problems with receiving faxes. I have not any faxes to receive.
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HP Support Agent
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Fax keep getting communication error

@Leckk625

 

Refer to this document: https://support.hp.com/in-en/product/hp-officejet-pro-6970-all-in-one-printer-series/8289585/model/1... for resolving Fax issue.

 

Keep me posted, how it goes!

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

Have a great day!

Cheers:)

Raj1788
I am an HP Employee 

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Leckk625
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Fax keep getting communication error

Thank you very much for your suggestion. The top paper feeder is not pulling the paper through. Ironically I use the feeder tray I use to scan and the scanner works fine. I also can bearly hear the fax tone and any sound as the fax is trying to send the fax.

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Lakehurst
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Message 6 of 11
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Fax keep getting communication error

I keep sending faxes that ring the number but never make the connection. Help

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HP Support Agent
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Message 7 of 11
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Fax keep getting communication error

@Leckk625

 

 Let's print a fax test report

 

Print a fax test report to identify any issues with the printer, phone line connection, or fax settings.

On the printer control panel, locate Run Fax Test or Fax Test Report in the Fax or Setup menus.

 

Keep me posted with the test results.

Have a great day!

Raj1788
I am an HP Employee 

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Leckk625
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Fax keep getting communication error

I have printed the fax report which has everything passed except Fax Line Noise Test - Failed. What do I do next?

Thanks. 

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HP Support Agent
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Fax keep getting communication error

@Leckk625, thank you for the response.

 

Check the phone line if it has any interference.

 

Also, on the printer, go to Fax settings > Tools > Error correction mode > Turn it Off.

Run the fax test again.

 

Also, try sending a test fax to HP. Refer to this document to know how.

 

Keep me posted for further assistance.

 

KUMAR0307
I am an HP Employee

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Leckk625
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Fax keep getting communication error

Thank you very much for the suggestion unfortunately, under tools on my printer there are only two options: 1. Run Fax Test & 2. Clear Fax Logs/Memory. So I could not get to the error correction mode you mentioned. 

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