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HP Officejet Pro 8500 (A909a), 8500 Premier (A909n), and 8500 Wireless (A909g) All-in-One Printers - Fax Sending Fails Intermittently or Fails for Only One Recipient
Sent faxes fail occasionally, or the sent fax fails for one recipient, but succeeds for other recipients.
Solution one: Upgrade your firmware
HP developed a firmware patch that might resolve these issues. Complete the following instructions to download and install your firmware.
Step one: Install the latest firmware
Step two: Try the fax again
Solution two: Troubleshoot
If installing the firmware upgrade did not resolve your issue, follow these steps in the order presented until the issue is resolved. If one step resolves the issue, it is not necessary to continue with further steps.
Step one: Check the phone line
If static is present on the phone line, fax communication might fail. Have the phone line checked and serviced by the telephone company (or have the other party check their line). Phone line quality is the most common reason for intermittent fax failures. Some older locations and buildings have inadequate phone system wiring.
Step two: Send the fax in black and white
If a fax sent in color fails, try sending the fax in black and white. If the receiving fax is not color-capable, the HP product usually detects that the fax must be sent in black and white, but this option is not always offered. Do not send color faxes unless the receiving fax is known to be color-capable. Follow these steps to send the fax in black and white.
Step three: Check the telephone cable
Check the telephone cable that connects the fax to the telephone jack. Make sure that the cable is not coiled and is no longer than necessary. Coiling the cable can cause cross talk or echo on the line. Signal strength and quality can be lost with long cables.
Step four: Check the telephone cord location
Make sure that the telephone cord is not located near any electrical appliances, such as fans, kitchen appliances, televisions, or anything with an electric motor. Many of these appliances do not have enough electrical shielding and can affect the telephone cord performance. Computers are usually shielded sufficiently and do not cause this problem.
If other telephone jacks in other rooms connect to the same telephone line, make sure that no telephone cords in those rooms are near any electrical devices.
Step five: Check for call-waiting service
Do not use a call-waiting service on the telephone line that connects to the product. The sound made by an incoming call can cause the outgoing fax to fail.
NOTE: Some telephone companies offer a dial code that customers can dial, before dialing out, that disables call-waiting for that call.
Step six: Check for blocked numbers
Some fax products allow you to block certain fax numbers. Make sure that the telephone number assigned to the product is not blocked by the receiving fax. The recipient can usually check the fax history in the fax software to find out whether the sending fax number is blocked.
Step seven: Enable or disable error correction mode
The error correction mode (ECM) monitors the signals on the telephone line while sending a fax. Try changing the ECM setting to resolve the issue. Follow these steps, depending on your product model.
Step eight: 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.