What is causing when mobile faxing, It seems that an error has occurred before the sending process?

[BossLadyIvy]

This occurs when trying to send a mobile fax through the HP smart app. My phone and printer are connected on the same network and I am able to the print and scan from my phone with no issues what so ever.  Mobile Fax is enabled to my knowledge as I am able to select Icon, Draft Fax, etc. 

I have tried re faxing several different times calmer have tried a few different fax numbers, re configured my network connection a few different times and have uninstalled and then re installed the HP smart app.  I have even tried utilizing the feature through my  HP  Pavilion 21 All-in-One Desktop running windows 10.

All attempts/steps made end in the exact same result as described below.

The complete message I get that pops up when on the "Dialing" page is "Something went wrong! 

It seems that an error has occurred before the sending process. Please, try to send your fax again." 

[Kumar0307]

@BossLadyIvy, Welcome to the HP Support Community!

Let us try these steps to resolve this issue:

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 firmware from your computer.

Click here to know different methods of updating printer firmware.

Kindly follow the steps mentioned in this document to send a fax from the HP Smart app.

Hope this helps! Keep me posted. 

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!

Have a great day! 

[BossLadyIvy]

Kumar0307,

Thank you for responding. I apologize for not getting back to you sooner.

After resetting my printer as per you directions, I tried to update the firmware. 

Unfortunately, I am unable to complete as it will not let me select my printer. I see it listed as an options but all options are grayed out and won't let me complete the next step. Please see the uploaded Snip-It below (Due to privacy/security reasons, I blacked out the host name, serial # & IP address).

I truly appreciate you taking the time to help me with this matter and will watch for your response.

Thank you,

Ivy

[Kumar0307]

@BossLadyIvy

The status says not applicable, it could be that the latest firmware is already installed on the printer.

Have you tried updating the printer firmware from the printer screen?

Click here to know different methods of updating printer firmware.

You may refer to the steps mentioned in this document to send a fax from the HP Smart app.

Let me know how this goes.

[Heather_2020]

@BossLadyIvy 

Could you try to fax a 1 page local file  (document or photo) from your mobile device/desktop computer? 

Do you see the dailing page? 

It will be helpful if you can share the screen shot of the error message.