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HP Officejet 4500 (G510) Series and 4500 (K710) Series All-in-One Printers - Cannot Send or Receive Faxes

Issue

The product cannot send or receive faxes.

Try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.

Solution one: Run a fax diagnostic test

  1. Load plain white paper into the tray.

  2. Press the Setup button ().

  3. Press the Right Arrow () to select Tools, and then press the OK button.

  4. Press the Right Arrow () to select Run Fax Test, and then press the OK button. The product displays the status of the test and prints a report.

  5. Review the report.

Solution two: Check the phone line and change the fax settings

Follow the steps to check the phone line, and then change the fax settings.

Step one: Test the phone line

  1. Gather the following items and information:

    • The fax number for another fax machine that you can use to make sure that the product is sending and receiving correctly. This fax can be in the same building, on another phone line, or at another place with someone who can assist.

      NOTE: It can also be helpful to call the person or company that is receiving the fax. That person can offer information about how the receiving fax machine behaves when the product sends a fax. This information can be valuable in determining the nature of the issue.
    • An ordinary single-line phone.

  2. Disconnect the phone cord from the back of the product, and then connect the cord to the single-line phone.

  3. Pick up the handset and listen for a dial tone. If there is no dial tone, replace the phone cord with another phone cord that has only two wires at its end.

    Figure 1: Two-wire phone cord

    Graphic: Two-wire phone cord
  4. After replacing the phone cord, use the single-line phone to check for a dial tone again.

    • If there is a dial tone, continue with the next step.

    • If there is no dial tone, contact the phone service provider.

  5. On the single-line phone, dial the fax number of the receiving fax machine.

    • If the receiving fax machine answers the call, continue with the next step.

    • If the receiving fax machine does not answer the call, try calling another fax. If the second receiving fax machine does not answer the call, contact the phone service provider.

  6. Hang up the single-line phone.

  7. Use a second phone line or a cellular phone to call the phone number assigned to the product.

    • If the single-line phone rings and you can answer the call, continue with the next step.

    • If the single-line phone does not ring, replace the phone cable, and then try calling that phone number again. If the single-line phone still does not ring, contact the phone service provider.

Step two: Change the product fax settings

  1. Disconnect the phone cord from the single-line phone, and then plug it into the 1-Line port on the back of the product.

  2. On the control panel, press the Setup button ().

  3. Press the Right Arrow () to select Fax Settings, and then press the Right Arrow () to change the menu option settings to the ones listed in the following table.

    Fax Settings menu
    Fax menu option
    Setting
    Answer Options
    Rings to Answer
    1 or 2 (Select at least one more than a phone answering machine, if connected.)
    Ring Pattern
    Ring Pattern
    All Rings
  4. Try to send and receive a fax.

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

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

Solution three: Use an analog phone service

HP designs fax products, according to international standards, to work with traditional, analog phone services. The product might experience some difficulties when connected to phone lines with digital services.

  1. Make sure that the product connects to an analog phone service. To obtain digital services information or support, contact the phone service provider or system administrator.

  2. Try to send and receive a fax.

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

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

Solution four: Reinitialize the fax

  1. While the product is on, disconnect the power cord from the back of the product and from the electrical outlet.

  2. Insert the telephone cord into the port labeled 1-Line on the back of the product. Press the telephone cord to secure the connection.

  3. Connect the power cord to the back of the product, and then connect the power cord to the electrical outlet.

  4. When the product is in the ready state, try to send and receive 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 five: Check the fax connections

  1. Disconnect the telephone cord, and then examine the connector on the end of the cord. Make sure the cord has only two wires.

    Figure 2: Two-wire telephone cord

    Two-wire telephone cord

    Figure 3: Four-wire telephone cord

    Four-wire telephone cord
    • If the cord has four wires, replace it with a two-wire phone cord.

    • If you must use a cord with four wires, use the converter that shipped with product. The converter allows a cord with four wires to work with a device that requires a cord with two wires.

  2. Make sure that the fax connects directly to the phone jack by a phone cord. Connect the cord to the 1-Line port on the back of the product.

  3. If other devices need to use the same phone jack, make sure they connect to the 2-Ext port on the back of the product.

    Connect a single-line telephone to the 2-Ext port, and then pick up the receiver and listen for a dial tone. Make sure you are able to dial out using the telephone keypad. If you hear a dial tone and are able to dial out using the phone, the product is correctly connected to a working telephone cord and telephone jack.

    The following graphics show different types of fax setups. If your setup is not shown, see the user guide for the HP product.

    Figure 4: Fax only

    Fax only setup
    1 - Phone jack
    2 - Phone cord

    Figure 5: Fax and phone

    Fax and phone setup
    1 - Phone jack
    2 - Phone cord
    3 - Phone

  4. If you change any cable connections, try to send and receive 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: Remove any other devices from the phone line

  1. If any other devices, such as a phone, a phone answering machine, or a modem, connect to the phone line, remove each device.

    NOTE: Remove each device, even if the device is in another room, connected to another phone jack, or connected using a line splitter.
  2. Connect the product to an analog phone line by connecting one end of the two-wire phone cord directly into the phone jack.

  3. Connect the other end of the phone cord directly to the 1-Line port on the back of the product.

  4. Try to send and receive a fax.

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

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

Solution seven: Perform a partial reset of the product

A partial reset of the product returns all fax settings to the default values. It might be necessary to reset the language and country/region settings after the partial reset is complete.

  1. Unplug the power cord from the product.

  2. Wait for 20 seconds.

  3. Press and hold # and 3 while connecting the power cord to the product.

  4. Release the buttons after the product starts up. The product is reset to factory settings.

  5. Try to send and receive a fax.

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

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

Solution eight: Disable Error Correction Mode (ECM)

Follow these steps to disable Error Correction Mode.

CAUTION: ECM should only be turned off for specific reasons and as a temporary fix. Turning off ECM disables certain features of the HP fax product, such as color fax capabilities.
  1. Press the Setup button () on the control panel of the product.

  2. Press the Right Arrow button () to select Fax Settings, and then press OK.

  3. Press the Right Arrow button () to select Error Correction Mode, and then press OK.

  4. Press the Right Arrow button () to select Off, and then press OK.

  5. Try to send and receive a fax.

    If the fax fails, undo the changes by following the steps to turn ECM back on.

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

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

Solution nine: Set the fax speed

Follow these steps to set the fax speed.

  1. Press the Setup button () on the control panel of the product.

  2. Press the Right Arrow button () to select Fax Settings, and then press OK.

  3. Press the Right Arrow button () to select Fax Speed, and then press OK.

  4. Press the Right Arrow button () to select Medium, and then press OK.

  5. Try to send and receive a fax.

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

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

Solution ten: Set the fax to Auto Answer

Follow these steps to set the product to answer incoming fax calls automatically.

  1. Press the Setup button () on the control panel of the product.

  2. Press the Right Arrow button () to select Fax Settings, and then press OK.

  3. Press the Right Arrow button () to select Answer Options, and then press OK.

  4. Press the Right Arrow button () to select Auto Answer, and then press OK.

  5. Press the Right Arrow button () to select On, and then press OK.

  6. Try to send and receive a fax.

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

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

Solution eleven: Service the product

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 .

  • If your product is in warranty, Contact HP to obtain service.

  • If your product is out of warranty, Contact HP to find an authorized service provider or to setup service (fees might apply).

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