HP Deskjet 3830 - unable to send fax

[swmnpnay]

HP Deskjet 3830 

- less than 6 months old 

- 1st month, no issues -- was able to send/receive faxes, scan/copy, and print

- Issue now : unable to receive faxes. Gets stuck in "Connecting" and then after about a minute, goes back to the Home screen. Can still send faxes, scan/copy, and print ok. 

      * tried automatic answering and manually answering. still won't connect

      * Is on the latest update

      * if phone cord connected to phone - able to call out and receive calls

      * printer is connected to a splitter, modem (DSL) is also connected to the same splitter. 

[A4Apollo]

Hey there! @swmnpnay, Thanks for stopping by the HP Support Forums!

I understand you have issues receiving fax from your printer.

Don't worry I'll try to help you out.

Did you make any changes to your printer?

Do you get any error code while receiving faxes?

Do you have issues receiving fax from one particular number or from all the numbers?

Have you tried checking with a different splitter?

Please provide the operating system you are running on your PC to assist you better.

As you mentioned you have issues receiving fax from your printer.

Try running a fax test on your PC and check if helps.

HP has a live fax test service for testing. Send a fax to 1-888-HPFaxme (1-888-473-2963 U.S.). The fax service receives faxes and returns faxes within 5 to 7 minutes to the fax number contained in the fax header. 

Please try few steps recommended below.

1. Make sure the printer is turned on and you have paper loaded in the input tray.

2. Remove any originals from the document feeder tray.

3. Set the Rings to Answer setting to a high number to allow you to answer the incoming call before the printer answers. Or, turn off the Auto Answer setting so that the printer does not automatically answer incoming calls.

4. If you are currently on the phone with the sender, ask the sender to start sending the fax.

5. Do the following when you hear fax tones from a sending fax machine.

a. From the Home screen, touch Fax, touch Send and Receive and then touch Receive Now.

b. After the printer begins to receive the fax, you can hang up the phone or remain on the line. The phone line is silent during fax transmission.

Refer this article to know more information about how to fax from your printer. Link: http://hp.care/2ptpidy

Also, refer the printer user guide to know more information about receiving the fax. Link: http://hp.care/2psotBs

Note: Refer page 123 for more information.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this helps!

Have a great day ahead! 🙂

Please click “Accept as 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!

[swmnpnay]

Did you make any changes to your printer? – No changes were made. It just suddenly stopped accepting faxes. It might have updated since I have that set up to automatically download and install.

Do you get any error code while receiving faxes? – No, I do not. It would say “Connecting” and then switch back to the Home screen.

Do you have issues receiving fax from one particular number or from all the numbers? – No, It is unable to receive from any fax number (tried several ones).

Have you tried checking with a different splitter? -- No, I have not tried this one. I will try and get a different splitter. It’s going to be a little difficult because the splitter is plugged in to a closed box.

Please provide the operating system you are running on your PC to assist you better. – I was not running any PC or Mac when testing it but I normally use a Mac (High Sierra 10.13.3).

As you mentioned you have issues receiving fax from your printer. – Yes,  I am able to send with no issues. Just having issues with receiving.

Try running a fax test on your PC and check if helps. – I did, several times, and they all PASSED.

HP has a live fax test service for testing. Send a fax to 1-888-HPFaxme (1-888-473-2963 U.S.). The fax service receives faxes and returns faxes within 5 to 7 minutes to the fax number contained in the fax header. – I haven’t tried this but will do when I get the chance. I (as well as the printer) am currently in the Philippines, would I need a different number to use?

Please try few steps recommended below.

1. Make sure the printer is turned on and you have paper loaded in the input tray. -- checked
2. Remove any originals from the document feeder tray. -- checked
3. Set the Rings to Answer setting to a high number to allow you to answer the incoming call before the printer answers. Or, turn off the Auto Answer setting so that the printer does not automatically answer incoming calls. – tried this with no luck
4. If you are currently on the phone with the sender, ask the sender to start sending the fax.
5. Do the following when you hear fax tones from a sending fax machine.
6. From the Home screen, touch Fax, touch Send and Receive and then touch Receive Now.
7. After the printer begins to receive the fax, you can hang up the phone or remain on the line. The phone line is silent during fax transmission. – the splitter is only between a modem and the printer, there is no actual phone plugged in.

[A4Apollo]

@swmnpnay, Thanks for writing back to us.

I appriciate your efforts for trying out the steps.

As you mentioned the issue still persists after trying out the steps.

Review the information below to determine the reason why faxes are not being received:

1. Phone company services: Check whether any of the following telephone line services is enabled:

   • Voice Mail

   • Call Waiting

   • Billing Tone

   • Privacy Block

   • Security Screen

   • Anonymous Call Rejection

   • Privacy Manager

   These phone services are intended to prevent undesired calls, so they may also block incoming faxes. Please, contact your telephone company to disable these features as they can interrupt fax communication.

2. If automatic fax reception is your desired option, verify that the Automatic Answering feature is enabled either making sure that the Auto Answer green LED is on, or using the unit main menu (if there is no Auto Answer button on the unit front panel).

   Besides, make sure that the Rings to Answer value is set to a number of rings equal or larger than one.

      NOTE:

   If your HP Fax model is provided with an Answer Mode button, this should be set to one of the following values:

   • Fax

   • FaxTel

   • Answer Machine

3. If an answering machine is connected to the same line, fax reception problems may occur. These may be corrected by changing fax settings, or phone line connections.

   For more information on using a TAM (Telephone Answering Machine) or a Distinctive Ring service, consult the Using your HP Fax product with a telephone answering machine (TAM) document.

4. If your line is not analog, refer to document How to setup your HP Fax product on an ISDN, PBX and ADSL line to learn how to resolve the problem when the HP Fax is set up over one of this kind of lines.

5. If faxes still cannot be received, skip to the section Faxes cannot be sent or received or the issue cannot be determined.

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

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this helps!

Take Care! 🙂

Please click “Accept as 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!