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HP Color LaserJet CM2320 MFP Series Product - Solve fax problems

Fax error messages

Alert and warning messages appear temporarily and might require the user to acknowledge the message by pressing OK to resume or by pressing Cancel to cancel the job. With certain warnings, the job might not complete or the print quality might be affected. If the alert or warning message is related to printing and the auto-continue feature is on, the product will attempt to resume the printing job after the warning has appeared for 10 seconds without acknowledgement.

Alert and warning message tables

Alert and warning messages
Control panel message
Description
Recommended action
Comm. error
A fax communication error occurred between the product and the sender or receiver.
Allow the product to retry sending the fax. Perform a fax test to verify that the phone line works and is plugged into the correct port (see Perform a fax test ).
If the error persists, contact HP. See www.hp.com/support/CM2320series or the support flyer that came in the product box.
Fax delayed – Send memory full
Fax memory is full.
Cancel the fax by pressing OK or Cancel. Resend the fax. You might need to send the fax in multiple sections if the error occurs again.
Fax is busy Canceled send
The fax line to which you were sending a fax was busy. The product has canceled sending the fax.
Call the recipient to ensure that the fax machine is on and ready.
Check that you are dialing the correct fax number.
Check that the Redial if busy option is enabled.
Perform a fax test to verify that the phone line works and is plugged into the correct port (see Perform a fax test ).
If the error persists, contact HP. See www.hp.com/support/CM2320series or the support flyer that came in the product box.
Fax is busy Redial pending
The fax line to which you were sending a fax was busy. The product automatically redials the busy number. See Set autoredial.
Allow the product to retry sending the fax.
Call the recipient to ensure that the fax machine is on and ready.
Check that you are dialing the correct fax number.
Check for a dial tone on the phone line by pressing Start Fax.
Perform a fax test to verify that the phone line works and is plugged into the correct port (see Perform a fax test ).
If the error persists, contact HP. See www.hp.com/support/CM2320series or the support flyer that came in the product box.
Fax memory full Canceling recv.
During the fax transmission, the product ran out of memory. Only the pages that fit into memory will be printed.
Print all of the faxes, and then have the sender resend the fax. Have the sender divide the fax job into multiple jobs before resending. Cancel all fax jobs or clear the faxes from memory. See Delete faxes from memory.
Fax memory full Canceling send
During the fax job, the memory filled. All pages of the fax have to be in memory for a fax job to work correctly. Only the pages that fit into memory were sent.
Print all received faxes or wait until all pending faxes are sent.
Ask the sender to send the fax again.
Cancel all fax jobs or clear the faxes from memory. See Delete faxes from memory.
Fax recv. error
An error occurred while trying to receive a fax.
Ask the sender to resend the fax.
Try faxing back to the sender or another fax machine.
Check for a dial tone on the phone line by pressing Start Fax.
Perform a fax test to verify that the phone line works and is plugged into the correct port (see Perform a fax test ).
Decrease the fax speed. See Change the fax speedV.34 settingprotocol settings, faxfaxV.34 setting . Ask the sender to resend the fax.
Connect the product to a different phone line.
If the error persists, contact HP. See www.hp.com/support/CM2320series or the support flyer that came in the product box.
Fax Send error
An error occurred while trying to send a fax.
Try resending the fax.
Try faxing to another fax number.
Check for a dial tone on the phone line by pressing Start Fax.
Perform a fax test to verify that the phone line works and is plugged into the correct port (see Perform a fax test ).
Set the fax resolution to Standard instead of the default of Fine. See Set resolution settings.
If the error persists, contact HP. See www.hp.com/support/CM2320series or the support flyer that came in the product box.
Fax storage is full. Unable to answer call
Memory is full
Print out the private receive faxes or delayed faxes. Clear the product memory.
Invalid entry
Invalid data or response.
Correct the entry.
No Dial Tone
The product could not detect a dial tone.
Check for a dial tone on the phone line by pressing Start Fax.
Perform a fax test to verify that the phone line works and is plugged into the correct port (see Perform a fax test ).
If the error persists, contact HP. See www.hp.com/support/CM2320series or the support flyer that came in the product box.
No document sent
The product did not scan any pages, or it did not receive any pages from the computer to transmit a fax.
Try sending the fax again.
No fax answer Redial pending
The receiving fax line did not answer. The product attempts to redial after a few minutes.
Allow the product to retry sending the fax.
Call the recipient to ensure that the fax machine is on and ready.
Check that you are dialing the correct fax number.
Perform a fax test to verify that the phone line works and is plugged into the correct port (see Perform a fax test ).
If the error persists, contact HP. See www.hp.com/support/CM2320series or the support flyer that came in the product box.
No fax answer. Canceled send
Attempts to redial a fax number failed, or the “Redial-no answer” option was turned off.
Call the recipient to ensure that the fax machine is on and ready.
Check that you are dialing the correct fax number.
Check that the redial option is enabled.
Perform a fax test to verify that the phone line works and is plugged into the correct port (see Perform a fax test ).
If the error persists, contact HP. See www.hp.com/support/CM2320series or the support flyer that came in the product box.
No fax detected
The product answered the incoming call but did not detect that a fax machine was calling.
Allow the product to retry receiving the fax.
Perform a fax test to verify that the phone line works and is plugged into the correct port (see Perform a fax test ).
If the error persists, contact HP. See www.hp.com/support/CM2320series or the support flyer that came in the product box.

Fax memory is retained when there is a loss of power

The HP Color LaserJet CM2320 MFP Series flash memory protects against data loss when a power failure occurs. Flash memory can maintain its data for years without power applied.

Fax logs and reports

Use the following instructions to print fax logs and reports:

Print all fax reports

Use this procedure to print all of the following reports at one time:

  • Fax activity log

  • Phone book report

  • Configuration report

  • Usage page

  • Junk-fax list

  • Billing report (if the option is turned on)

  1. On the control panel, press Fax Menu.

  2. Use the arrow buttons to select Reports, and then press OK.

  3. Use the arrow buttons to select All fax reports, and then press OK. The product exits the menu settings and prints the reports.

Print individual fax reports

Use the control panel to print the following fax logs and reports:

  • Fax activity log: Provides a chronological history of the last 40 faxes that were received, sent, or deleted, and any errors that occurred.

  • Phone book report: Lists the fax numbers that are assigned to the phone book entries, including speed dials and group-dial entries.

  • Block-fax list: Lists the fax numbers that are blocked from sending faxes to the product.

  • Last call report: Provides information about the last fax sent from or received at the product.

  1. On the control panel, press Fax Menu.

  2. Use the arrow buttons to select Reports, and then press OK.

  3. Use the arrow buttons to select the report to be printed, and then press OK. The product exits the menu settings and prints the report.

    If you selected Fax Activity log and pressed OK, press OK again to select Print log now. The product exits the menu settings and prints the log.

Set the fax activity log to print automatically

You can decide whether or not you want the fax log to print automatically after every 40 entries. The factory-set default is On. Use the following steps to set the fax activity log to print automatically:

  1. On the control panel, press Fax Menu.

  2. Use the arrow buttons to select Reports, and then press OK.

  3. Use the arrow buttons to select Fax Activity log, and then press OK.

  4. Use the arrow buttons to select Auto Log Print, and then press OK.

  5. Use the arrow buttons to select On, and then press OK to confirm the selection.

Set the fax error report

A fax error report is a brief report that indicates the product experienced a fax job error. It can be set to print after the following events:

  • on Every error (the factory-set default)

  • on Send error

  • on Receive error

  • Never

If you select Never, you will have no indication that a fax failed to be transmitted unless you print a fax activity log.
  1. On the control panel, press Fax Menu.

  2. Use the arrow buttons to select Reports, and then press OK.

  3. Use the arrow buttons to select Fax Error Report, and then press OK.

  4. Use the arrow buttons to select the option for when you want the fax error reports to be printed.

  5. Press OK to save the selection.

Set the fax confirmation report

A confirmation report is a brief report that indicates the product successfully sent or received a fax job. It can be set to print after the following events:

  • on Every fax

  • on Send fax only

  • on Receive fax only

  • Never (the factory-set default)

  1. On the control panel, press Fax Menu.

  2. Use the arrow buttons to select Reports, and then press OK.

  3. Use the arrow buttons to select Fax Confirmation, and then press OK.

  4. Use the arrow buttons to select the option for when you want the fax error reports to be printed.

  5. Press OK to save the selection.

Include the first page of each fax on the fax confirmation, fax error, and last call reports

If this option is turned on and the page image still exists in the product memory, the fax configuration, fax error, and last call reports include a thumbnail (50% reduction) of the first page of the most recent fax that was sent or received. The factory-set default for this option is On.

  1. On the control panel, press Fax Menu.

  2. Use the arrow buttons to select Reports, and then press OK.

  3. Use the arrow buttons to select Include first page, and then press OK.

  4. Use the arrow buttons to select On, and then press OK to confirm the selection.

Perform a fax test

The fax test checks for an working phone line and verifies that the phone cord is plugged into the correct port.

To perform a fax test:

  1. On the control panel, press Setup.

  2. Use the arrow buttons to select Service, and then press OK.

  3. Use the arrow buttons to select Fax Service, and then press OK.

  4. Use the arrow buttons to select Run Fax Test, and then press OK.

When the fax test completes, a report is printed from the device. The report contains one of three possible results:

  • Pass: the report contains all of the current fax settings for review.

  • Fail - the cord is in the wrong port: the report contains suggestions for how to resolve the issue.

  • Fail - the phone line is not active: the report contains suggestions for how to resolve the issue.

Change error correction and fax speed

Set the fax-error-correction mode

Usually, the product monitors the signals on the telephone line while it is sending or receiving a fax. If the product detects an error during the transmission and the error-correction setting is On, the product can request that the portion of the fax be resent. The factory-set default for error correction is On.

You should turn off error correction only if you are having trouble sending or receiving a fax, and you are willing to accept the errors in the transmission. Turning off the setting might be useful when you are trying to send a fax internationally or receive one, or if you are using a satellite telephone connection.

  1. On the control panel, press Setup.

  2. Use the arrow buttons to select Service, and then press OK.

  3. Use the arrow buttons to select Fax Service, and then press OK.

  4. Use the arrow buttons to select Error correction, and then press OK.

  5. Use the arrow buttons to select On or Off, and then press OK to save the selection.

Change the fax speed

The fax-speed setting is the modem protocol that the product uses to send faxes. It is the worldwide standard for full-duplex modems that send and receive data across telephone lines at up to 33,600 bits per second (bps). The factory-set default for the fax-speed setting is High (V.34).

You should change the setting only if you are having trouble sending a fax to or receiving a fax from a particular device. Decreasing the fax speed might be useful when you are trying to send a fax overseas, or receive one from overseas, or if you are using a satellite telephone connection.

  1. At the control panel, press Setup.

  2. Use the arrow buttons to select Fax setup, and then press OK.

  3. Use the arrow buttons to select Advanced setup, and then press OK.

  4. Use the arrow buttons to select Fax Speed, and then press OK.

  5. Use the arrow buttons to select a speed setting, and then press OK.

Problems sending faxes

Problem
Cause
Solution
The document stops feeding in the middle of faxing.
The maximum length of a page that you can load is 381 mm. Faxing of a longer page stops at 381 mm (15 inches).
Print the document on shorter media.
If no jam exists and less than one minute has elapsed, wait a moment before pressing Cancel. If a jam exists, remove the jam. Then, resend the job.
If the item is too small, it can jam inside the automatic document feeder (ADF).
Use the flatbed scanner. The minimum page size for the ADF is 127 x 127 mm.
If a jam exists, remove the jam. Then, resend the job.
Faxes stop during sending.
The receiving fax machine might be malfunctioning.
Try sending to another fax machine.
The telephone line might not be working.
Do one of the following:
  • Turn up the volume on the product, and then press Start Fax on the control panel. If you hear a dial tone, the telephone line is working.

  • Perform a fax test to verify that the phone line works and is plugged into the correct port (see Perform a fax test ).

A communication error might be interrupting the fax job.
Change the redial-on-communication-error setting to On.
The product is receiving faxes but is not sending them.
If the product is on a digital system, the system might be generating a dial tone that the product cannot detect.
Disable the detect-dial-tone setting.
If the error persists, contact the system service provider.
A poor telephone connection might exist.
Try again later.
The receiving fax machine might be malfunctioning.
Try sending to another fax machine.
The telephone line might not be working.
Do one of the following:
  • Turn up the volume on the product and press Start Fax on the control panel. If a dial tone exists, the telephone line is working.

  • Perform a fax test to verify that the phone line works and is plugged into the correct port (see Perform a fax test ).

Outgoing fax calls continue to be dialed.
The product automatically redials a fax number if the redial options are set to On.
To stop the product from redialing a fax, press Cancel. Or change the redial setting.
Sent faxes are not arriving at the receiving fax machine.
The receiving fax machine might be off or might have an error condition, such as being out of paper.
Call the recipient to verify that the fax machine is on and ready to receive faxes.
The originals might be incorrectly loaded.
Verify that the original documents are correctly loaded into the ADF input tray or flatbed scanner.
A fax might be in memory because it is waiting to redial a busy number, other jobs that are ahead of it are waiting to be sent, or the fax is set up for a delayed send.
If a fax job is in memory for any of these reasons, an entry for the job appears in the fax log. Print the fax activity log and check the Status column for jobs that show a Pending designation.
Sent faxes include a block of gray shading at the end of each page.
The glass-fax size might be set incorrectly.
Verify that the setting is correct.
Sent faxes have data missing from the end of each page.
The glass-fax size might be set incorrectly.
Verify that the setting is correct.
The control panel shows a low-memory error.
The fax might be too large, or the resolution might be too high.
Try one of the following:
  • Divide a large fax into smaller sections, and then fax them individually.

  • Clear stored faxes to make more memory available for outgoing faxes.

  • Configure the outgoing fax as a delayed fax, and then verify that it will send completely.

  • Make sure that the product is using the lowest resolution setting (Standard).

Problems receiving faxes

Use the table in this section to solve problems that might occur when receiving faxes.

Use the fax cord that came with the product in order to ensure that the product functions correctly.
Problem
Cause
Solution
The product cannot receive faxes from an extension telephone.
The extension-telephone setting might be disabled.
Change the extension-telephone setting.
The fax cord might not be securely connected.
Verify that the fax cord is securely connected between the telephone jack and the product (or another device that is connected to the product). Wait until you hear fax tones, then press 1-2-3 in sequence, wait for three seconds and hang up.
The product dialing mode might be incorrectly set, or the extension phone might be incorrectly set.
Verify that the product dialing mode is set to Tone. Verify that the extension phone is set up for tone dialing as well.
The product is not answering incoming fax calls.
The answer mode might be set to Manual.
If the answer mode is set to Manual, the product does not answer calls. Start the fax-receiving process manually.
The rings-to-answer setting might not be set correctly.
Check the rings-to-answer setting to verify that it is set properly.
The answer-ring pattern feature might be turned on, but you do not have the service, or you do have the service and the feature is not set correctly.
Check the answer-ring pattern feature to verify that it is set properly.
The fax cord might not be correctly connected, or the fax cord is not working.
Perform a fax test to verify that the phone line works and is plugged into the correct port (see Perform a fax test ).
The product might not be able to detect incoming fax tones because the answering machine is playing a voice message.
Re-record the answering machine message, leaving at least two seconds of silence at the beginning of the message.
Too many devices might be connected to the telephone line.
Do not attach more than three devices to the line. Remove the last device that was connected and determine whether the product works. If not, continue removing devices one at a time and retry after removing each one.
The telephone line might not be working.
Do one of the following:
  • Increase the volume on the product, and then press Start Fax on the control panel. If a dial tone exists, the telephone line is working.

  • Perform a fax test to verify that the phone line works and is plugged into the correct port (see Perform a fax test ).

The product is not answering incoming fax calls.
A voice-messaging service might be interfering with the product as it attempts to answer calls.
Do one of the following:
  • Disable the messaging service.

  • Get a telephone line that is dedicated to fax calls.

  • Set the product answer mode to Manual. In manual mode, you must start the fax-receive process yourself.

  • Leave the product set to automatic mode and lower the rings-to-answer setting for the product to a number less than the rings-to-answer setting for the voice mail. The product will answer all incoming calls.

The product might be out of paper and the memory is full.
Refill the media input tray. Press OK. The product prints all of the faxes it has saved in memory and then resumes answering fax calls.
Faxes are not printing.
The media input tray is empty.
Load media. Any faxes that are received while the input tray is empty are stored in memory and will print after the tray has been refilled.
The product has encountered an error.
Check the control panel for an error message, and then see Fax error messages error messages, fax .
The sending fax number is on the junk faxes list.
Check the junk faxes list and remove the number.
The Private Receive feature is turned on.
Turn off the Private Receive feature or access the saved faxes using the preset PIN.
Faxes are printing on two pages instead of one.
The autoreduction setting might not be set correctly.
Turn on the autoreduction setting.
The incoming faxes might have been sent on larger media.
Adjust the autoreduction setting to allow larger pages to be printed on one page.
Received faxes are too light, are blank, or have poor print quality.
The product ran out of toner while printing a fax.
The product stores the most recently printed faxes. (The amount of memory that is available determines the actual number of faxes stored for reprinting.) As soon as possible, replace the print cartridge, and then reprint the fax.
The fax that was sent was too light.
Contact the sender and have the sender resend the fax after altering the contrast settings.

Performance problems

Problem
Cause
Solution
Faxes are transmitting or being received very slowly.
The fax might be very complex, such as one with many graphics.
Complex faxes take longer to be sent or received. Breaking longer faxes into multiple jobs and decreasing the resolution can increase the transmission speed.
The receiving fax machine might have a slow modem speed.
The product sends the fax only at the fastest modem speed that the receiving fax machine can accept.
The resolution at which the fax was sent or is being received might be very high.
To receive the fax, call and ask the sender to lower the resolution and resend the fax. To send the fax, lower the resolution and resend the fax.
The telephone line might be experiencing line noise.
Hang up and resend the fax. Have the telephone company check the telephone line.
If the fax is being sent via a digital phone line, contact the service provider.
The fax is being sent via an international call.
Allow more time to transmit fax jobs internationally.
The original document has a colored background.
Reprint the original document with a white background, and then resend the fax.
The fax activity logs or fax call reports are printing at inappropriate times.
The fax activity log or fax call reports settings are not correct.
Print a configuration page and check when the reports print.
The product sounds are too loud or too soft.
The volume setting might not be adjusted correctly.
Adjust the product volume setting.

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