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HP Officejet and Photosmart All-in-Ones - A 'Fax Scan Failed' Message Appears on the Computer in Windows When Faxing from HP Solution Center

This document pertains to HP Officejet and HP Photosmart All-in-One printers in Windows XP or Windows Vista.

When using the HP Solution Center software to send a fax, a 'Fax Scan Failed' message displays on the computer. This message occurs when using the faxing the document from the automatic document feeder (ADF) or the scanner glass. Use these solutions to test the printer's copy and scan functions, verify the settings in the HP Solution Center, and to check the USB connection between the printer and computer. If the hardware is functioning correctly and the USB connection is good, follow the steps to uninstall the software and reinstall the latest version of the software.

Solution one: Test the printer using the printer control panel

These steps guide you to test the copy, scan, and fax functions using the printer control panel.

  1. Place an original document on the scanner glass or in the automatic document feeder (ADF). Use the control panel on the printer to copy the original.

  2. Place the same original back on the scanner glass or in the ADF. Send a test fax using the printer control panel.

  3. Place the same original on the scanner glass or in the ADF again. Use the printer control panel to scan the document.

    If a scan error message displays on the computer, click here to continue troubleshooting scan issues . Otherwise, continue to the next solution.

Solution two: Check the settings in HP Solution Center

Use these steps to make sure that the settings in HP Solution Center software are correct.

  1. Click the Windows icon () or Start.

  2. Click All Programs, click HP, and then click HP Solution Center.

  3. In HP Solution Center, make sure that the correct printer is selected on the Select device tab.

    Figure 1: Example HP Solution Center screen

    Image: Example HP Solution Center screen
    1 - Product name
    2 - Status button
    3 - Tab showing other device
  4. Click the Status button.

  5. If the message 'Your HP All-in-One Series is ready' displays, the product is working correctly. Go to the solution to try faxing from a different program.

  6. If the message 'Your HP All-in-One series is disconnected' displays, click the tab with a copy number indicating a copy of the product, and then click Status.

Solution three: Check the USB connection

Use these steps to make sure the USB connection between the computer and printer is set.

  1. Make sure the USB cable is plugged all the way into the printer. The USB icon () generally faces up when the cable is correctly connected.

  2. Make sure the USB cable is plugged all the way into the computer. The USB icon () generally faces up when the cable is correctly connected.

  3. In HP Solution Center, click Status.

Solution four: Fax from a different program

Follow these steps to fax a document from another program.

  1. Create a test document in any program that can be printed from, like Microsoft Word.

  2. Click the File menu, and then click Print.

  3. From Name drop-down list, click the appropriate fax product, and then click Print. The Send Fax window opens.

  4. In the Send Fax window, type the appropriate Fax To information, and then click Send Fax.

    • If the fax is successful, you can continue using the other program to fax, or you can continue to the solution to uninstall and reinstall the software.

    • If the fax was unsuccessful, continue to the solution to uninstall and reinstall the software.

Solution five: Uninstall and reinstall the printer software

Use these steps to uninstall and reinstall the printer software.

Step one: Disconnect the USB cable and turn off the printer

Use these steps to disconnect the USB cable and turn off the printer.

  1. Unplug the USB cable from the back of the printer.

  2. Press the Power button () to turn off the printer.

Step two: Uninstall the printer software

Choose your operating system for the steps to uninstall the printer software.

Uninstall the printer software in Windows Vista

Use these steps to uninstall the printer software in Windows Vista.

  1. On the Windows taskbar, click the Windows icon (), and then click Programs. A list of programs installed on your computer displays.

  2. Click the HP folder, and then click the folder with the name and model number of your printer.

  3. Click Uninstall, and then follow the on-screen instructions. The software uninstalls.

CAUTION: Do not remove any shared files. Other programs that use these files might not work correctly if the files are deleted.

Uninstall the printer software in Windows XP

Use these steps to uninstall the printer software in Windows XP.

  1. On the Windows taskbar, click Start (), and then click All Programs. A list of programs installed on your computer displays.

  2. Click the HP folder, and then click the folder with the name and model number of your HP product.

  3. Click Uninstall, and then follow the on-screen instructions. The software uninstalls.

CAUTION: Do not remove any shared files. Other programs that use these files might not work correctly if the files are deleted.

Step three: Download and install the printer software

Use these steps to download and install the latest version of the printer software. After installing the software, try faxing again.

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 2: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Solution six: Install the printer and software on another computer

If possible, try installing the printer and software on another computer.

Solution seven: Contact HP

If you completed all the steps listed above and are still experiencing a problem, contact HP to troubleshoot registry editions and advanced software uninstallation and reinstallation.

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