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HP Officejet J6450, J6480, 6500 (E709a) and 6500 (E709n) Wireless All-in-One Printers - Can Send Faxes But Cannot Receive Them
The product cannot receive a fax, but it sends faxes successfully. All other functions work correctly.
There are several possible solutions to resolve this issue. Start with the first solution and then proceed to the other solutions in the order presented until the issue is resolved. When the issue has been resolved, there is no need to continue with this document any longer.
Solution one: Use the HP Fax Test Service
HP has a Fax Test Service number to test HP fax products. This is available in the U.S. only. The telephone number for this service is 1-888-HPFaxme (1-888-473-2963). The fax service receives faxes and returns faxes within 5 to 7 minutes to the number contained in the fax header.
For more information about the HP Fax Test Service, go to Testing Your HP Fax Machine with the HP Fax Test Service (c00259105).
Solution two: Run a fax diagnostic test
NOTE: For more information on how to interpret the fax test page, go to Printing and Interpreting a Fax Diagnostic Page (c00261105).
Solution three: Make sure that the Auto Answer feature is turned on
When the Auto Answer feature is on, the HP fax product automatically answers incoming fax calls. When off, the HP fax product does not answer any incoming fax calls. To turn on the Auto Answer feature, follow these steps.
If the HP fax product still cannot receive a fax, proceed to the next solution.
Solution four: Make sure that there are no conflicting telephone services
The following telephone company services might block or interfere with incoming faxes.
If any of these services are on the telephone line connected to the HP fax product, contact the telephone service provider for its recommended solution. A distinctive ring service, if it is available from the telephone service provider, often resolves this issue.
Do not use a call-waiting service on the same line connected to the product. The click sound caused by an incoming call can cause the fax to fail.
It is possible to use the product in Manual receive mode while using a Voice Mail service. For using the product in Manual receive mode, turn off Auto Answer and press the Start Fax button on the control panel before the Voice Mail picks up the line to start receiving the fax.
After addressing any existing conflicting telephone services, use the HP Fax Test Service to try to receive a fax.
If the HP fax product still cannot receive the fax, proceed to the next solution.
Solution five: Check for Distinctive ring
Distinctive ring is an optional service that is available from most telephone companies. (The service is sometimes called RingMaster or IdentaRing.) This service allows one telephone line to have multiple telephone numbers. Each telephone number has a distinctive ringing sound (a single ring, double ring, or triple ring). When a distinctive ring option is selected from the fax setting, the product answers the phone only when it detects the selected ring pattern.
NOTE: Faxes cannot be received when the telephone line is in use with the main telephone number. Even though the HP fax product has a separate telephone number, it is still sharing the same telephone line.
With the distinctive ring service, adjust the HP fax product to match the ring pattern assigned to the fax number.
If the ringing line has a different ring pattern than expected, the distinctive ring service might not be set up correctly. Refer to the telephone service or set the product to answer all rings.
After setting the HP fax product to match the ring pattern, use the HP Fax Test Service to try to receive a fax. If the HP fax product still cannot receive the fax, send a fax to another fax machine to make sure the line does ring in the pattern expected.
If the ringing fax line does ring in the expected pattern, proceed to the next solution.
Solution six: Check VoIP digital phone line
NOTE: If using an analog telephone service, go to 'Solution seven: Troubleshooting the HP fax connection to an answering machine.'
Using a VoIP digital telephone service can cause faxing to fail because fax transmissions are sensitive to the timing of the signals used to transmit the fax. If using a VoIP digital telephone line is necessary, changing the Fax Speed Adjustment setting to Medium might improve the ability to send a fax over a VoIP telephone line.
NOTE: Because HP fax products are designed to work with ordinary analog telephone service, HP cannot guarantee that the HP fax product will work with a VoIP service.
Use these steps to change the fax speed adjustment to a lower speed.
Try to receive a fax. If the HP fax product still cannot receive a fax, proceed to the next solution.
Solution seven: Troubleshooting the HP fax connection to an answering machine
NOTE: If the HP fax product is not currently connected with and is not going to be connected with a telephone answering machine (TAM), go to 'Solution eight: Turn on the fax error code reporting'.
Step one: Make sure that the connection between the HP fax and the answering machine is configured correctly
Figure 1: Example fax with answering machine and telephone
1 - Telephone jack
2 - Two wire phone cord
3 - Answering machine
4 - Telephone
Step two: Change the Rings to Answer setting on the HP fax
After connecting the HP fax product with a telephone answering machine (TAM), set the Rings to Answer setting on the HP fax product to a number that is at least two greater than the TAM setting. For example, if the TAM is set to answer on four rings, the HP fax product should be set to answer on six rings.
Use these steps to change the Rings to Answer setting.
NOTE: For more information on how to setup the HP fax product with a TAM, go to Using the Product with a Telephone Answering Machine (TAM) (buu04072).
Step three: Record an outgoing message on the answering machine
When recording the outgoing message (OGM) on the telephone answering machine (TAM), the voice portion should be at least 10 seconds long, but no longer than 20 seconds. Record 5 to 7 seconds of silence at the end of the voice portion of the outgoing message. Consult the answering machine manufacturer manual for specific instructions on recording and re-recording messages. Record the outgoing message with minimal or no background noise as this can cause interference when the fax is eavesdropping on the TAM, causing the fax to not answer.
Use the HP Fax Test Service to try to receive a fax. If the HP fax product still cannot receive a fax, proceed to the next solution.
Solution eight: Turn on the fax error code reporting
The HP fax product can report a three digit error code if it detects an error condition when sending or receiving faxes. Turn on the fax error reporting to determine the error code.
Use the HP Fax Test Service to try to receive a fax. If the HP fax product still cannot receive a fax, turn ECM back on and then proceed to the next solution.
Solution nine: Test with a simple connection
If the HP fax product still cannot receive a fax, continue to the next solution.
Solution ten: Perform a partial reset
A partial reset of the HP fax product returns all fax settings to the default values.
CAUTION: Performing a partial reset might remove all speed dials and other fax settings. It might be necessary to reset the language and country/region settings after the partial reset is complete. Perform a partial reset only as a last resort.
Use the HP Fax Test Service to try to receive a fax. If the HP fax product still cannot receive a fax, continue to the next solution.
Solution eleven: Test in another location
If possible, move the HP fax product to another location with a separate telephone line (another house for instance). Try to receive a fax at that location. If the HP fax product is found to function correctly in the other location, the issue is not with the HP fax product. The telephone line should be tested.
If the HP fax product still cannot receive a fax, continue to the next solution.
Solution twelve: Service the All-in-One
Contacting HP for service in Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, you may need further assistance from HP to remedy your concern.
Please contact HP using one of the options found at Contact HP to obtain service.
Contacting HP for service in all countries/regions except Asia Pacific.
If you have completed all the preceding steps and are still experiencing a problem, service the product.
Determine if your product is in warranty or out of warranty. If you need help determining your product’s warranty status, go to HP’s Warranty Check Tool .