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HP 2140 Fax - Can Receive Faxes But Cannot Send Them

Issue

The product receives faxes correctly, but cannot send them.

NOTE: Print this document for easy reference by clicking the Printable Version link on this Web page.

Solution

Follow these steps in the order presented to resolve this issue. If one steps resolves the issue, you do not need to continue troubleshooting.

Solution one: Print a fax test

  1. Make sure the product is turned on and correctly connected to the telephone jack.

  2. Load unused plain white paper in the input tray.

  3. On the product control panel, press the Menu button ().

  4. Press the right arrow () to select Tools, and then press OK.

  5. From the Tools menu, press the right arrow () to select Self Test, and then press OK. The fax test prints.

  6. Review the results of the test.

    • If the test lists faxing issues and solutions, the fax test failed. Follow the solutions supplied on the printed report to troubleshoot the issue. Repeat the Fax Test after resolving the issues listed on the report.

    • If the test does not show faxing issues and solutions, the product test was successful. Continue to the next solution.

Solution two: Test copying

The product must be able to perform a copy in order to send a fax.

Load the fax test page in the document feeder, and then perform a copy.

  • If the copy is successful, continue to the next solution.

  • If the product cannot copy, follow support documentation for copying before continuing with fax testing.

Solution three: Test the send function

Try sending the fax to another fax that has been successful in the past.

  • If the send test was successful, then the issue might be with the receiving fax.

  • If this second attempt also fails, continue to the next solution.

  • If the receiving fax answers the call and begins beeping, but the Connecting message does not appear on the product control panel display, the product is not detecting the tones from the receiving fax. Continue to the next solution.

Solution four: Check the fax number

  1. Make sure the fax number is correct. Include any numbers that you have to dial to use the telephone, such as an area code, access codes such as '9' for outside lines or long-distance services, and so on.

    NOTE: If you have to dial a sequence of numbers to make a call from the telephone line, you also have to dial that sequence of numbers to send a fax.
  2. Dial the fax number from a telephone and listen for fax tones.

    • If you hear fax tones, hang up and continue to the next solution.

    • If you do not hear fax tones, the receiving fax machine might not be turned on or connected, or a voicemail service could be interfering with the recipients phone line. Ask the recipient to check the receiving fax machines for any problems, and then proceed to the next solution.

Solution five: Determine the fax error code

The product will report a three digit error code if it detects an error condition when sending or receiving faxes. To determine the error code, use the following instructions to turn on fax error reporting.

  1. On the product control panel, press the Menu button ().

  2. Use the arrow buttons () to select Basic Fax, and then press the OK button ().

  3. Use the arrow buttons () to select Sending Confirm, and then press the OK button ().

  4. Use the arrow buttons () to select Error, and then press the OK button ().

  5. Try sending a fax again. Dial the fax number manually. Do not use Speed Dials.

    • If the fax is successful, you do not need to continue troubleshooting.

    • If the fax test fails, the product prints a report. Continue with the instructions.

  6. Check the Fax Error Report (if an error occurs) for the 3 digit fax-error code, and then click here for further information on interpreting the error code . (buu02549) (in English)

    Follow the recommended solution in the document. The document might instruct you to turn off Error Correcting Mode (ECM). ECM should only be turned off as a temporary fix, as turning it off can also disable certain features of the product, such as color fax capabilities. If necessary, use the following instructions to turn off ECM.

    1. On the product control panel, press the Menu button ().

    2. Use the arrow buttons () to select Basic Fax, and then press the OK button ().

    3. Use the arrow buttons () to select ECM Mode, and then press the OK button ().

    4. Use the arrow buttons () to select On or Off, and then press the OK button () to confirm the setting.

    5. Press the Back button () twice to return to the main screen.

  7. Try sending a fax again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution six: Check the dialing speed

Dialing the fax number too quickly can cause the fax to fail. You might need to insert some pauses in the number sequence to prevent the product from dialing too quickly.

If the fax number is 95555555, and 9 accesses the outside line, you might insert pauses as follows: 9-555-5555.

  • To enter a pause in the fax number you are typing, press the Space button repeatedly until a dash (-) appears on the display.

  • If you are using a speed dial entry to send the fax, update the speed dial entry to include pauses in the number sequence.

Try sending a fax again.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution seven: Use an analog telephone service

HP designs Fax and All-in-One products to work with analog telephone services. These products might experience some difficulties when connected to phone lines with digital services. For best faxing results, connect the product to an analog telephone service.

To obtain digital services information or support, contact the telephone service provider or your system administrator.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution eight: Test with a simple fax connection

Use the follow steps to test the product with a simple fax connection.

  1. Connect telephone cord directly into the telephone jack, and not through any other devices, such as an answering machine.

  2. Remove any splitters or other devices attached to the telephone cord, except for a DSL filter, if present.

  3. If the phone cord is over 10 feet long, move the fax closer to the telephone jack and use a cord 10 feet long or shorter.

  4. Connect the telephone cord directly to the product using the LINE port.

    Figure 1: Connect the phone cord directly

    illustration of connecting the phone cord
  5. If you have any other devices, such as a telephone, an answering machine, or a modem, connected to the telephone line, remove each device.

    NOTE: Remove each device even if it is in another room, connected to another telephone jack, or connected using a line splitter. Every device connected to a phone line has a ringer equivalence number (REN). The REN is used to determine how many devices can be connected to the phone line. In most areas, the sum of device RENs on any single line should not exceed five (5.0). If too many devices are connected to a single phone line, each might not ring properly. This might cause the ring not to be detected by the HP fax product.
  6. Try sending a fax again.

  • If these steps resolved the issue, one or more of the other devices connected to the phone line is causing interference. Reconnect the other devices, but test the fax as each device is added back to the phone line to determine which device is causing interference.

  • If the issue persists, continue to the next solution.

Solution nine: Perform a partial reset of the HP Fax

A partial reset of the 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.
  1. On the product control panel, press the Menu button ().

  2. Use the arrow buttons () to select Memory Clear, and then press the OK button ().

  3. Use the arrow buttons () to select Factory Default, and then press the OK button ().

  4. Use the arrow buttons () to select Y for yes, and then press the OK button ().

  5. Disconnect the power cord from the back of the product, wait 20 seconds, and then reconnect the power cord.

  6. Wait for the product to warm up, and then try sending a fax again.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution ten: Test in another location

Move the product to another location with a separate phone line, such as another house. Test the product's fax functions at another location.

  • If these steps resolve the issue, the problem is not with the product. The phone line at the original location should be tested for issues. Contact your telephone service provider.

  • If the issue persists, continue to the next solution.

Solution eleven: Service the product

Contacting HP for service in Asia Pacific.

If you completed all the preceding steps and your product still has an issue, you might need further assistance from HP.

Go to Contact HP to review available service options.

Contacting HP for service in all countries/regions except Asia Pacific.

If you completed all the preceding steps and your product still has an issue, service the product.

First, go to HP Printer Warranty Check to check your warranty status, and then go to Contact HP to find an authorized service dealer or to schedule a repair. Repair fees might apply for out of warranty printers.

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