Solve fax problems

Check fax accessory status

If the analog-fax accessory does not appear to be functioning, print a Fax Accessory Page to check the status.

1.

On the control panel, scroll to and touch the Administration icon to open the Administration menu.

2.

Scroll to and touch Information .

3.

Scroll to and touch Configuration/Status Pages .

4.

Scroll to and touch Configuration page to print the configuration pages.

On the Fax Accessory Page of the Information Page, under the HARDWARE INFORMATION heading, check the MODEM STATUS. The following table identifies the status conditions and possible solutions.

OPERATIONAL / ENABLED

1

OPERATIONAL / DISABLED

1

NON-OPERATIONAL / ENABLED/DISABLED

1

The analog-fax accessory is installed and ready.

The fax accessory is installed and operational, however,

HP Digital Sending utility has either disabled the product fax feature or has enabled LAN fax. When LAN fax is enabled, the analog-fax feature is disabled. Only one fax feature, either LAN fax or analog fax, can be enabled at a time.

A firmware failure has been identified. The firmware should be updated, see

Firmware upgrades on page 55 .

1

DAMAGED / ENABLED/DISABLED

1

Fax accessory has failed; reseat the fax accessory card and check for bent pins. If the status is still DAMAGED, replace the analog-fax accessory card.

ENABLED indicates that the analog fax accessory is enabled, turned on; DISABLED indicates that LAN fax is enabled

(analog fax is turned off).

Fax feature is not operating

The fax accessory is installed but the icon does not appear on the product main screen.

Cause Solution

HP MFP Digital Sending Software Configuration utility has disabled the analog-fax feature.

The accessory is not operating correctly.

Use the HP MFP Digital Sending Software Configuration utility to enable the analog-fax feature.

Check the fax accessory status. If the status is

NON-OPERATIONAL, new firmware might need to be installed.

If the status is DAMAGED and you just installed the card, try reseating the card and check for bent pins.

Faulty formatter board.

If the status is DAMAGED and the card is installed correctly, the card might need to be replaced.

Contact your HP service representative for service.

ENWW Solve fax problems 43

The product is not displaying the fax menus.

Cause

LAN fax is enabled.

Solution

This is normal operation. When the HP Digital Sending

Software enables LAN fax, the analog fax is disabled and the fax menu, which is used for the analog fax only, does not open.

General fax problems

Problem

Fax failed to send.

An "Out of Memory" status message appears on the status message bar.

Print quality of a photo is poor or prints as a gray box.

Pressed the Cancel button on the product keyboard to cancel a fax transmission and the fax was still sent.

No Phone Book button appears.

Not able to locate the Fax settings in

HP Web Jetadmin.

The header is being appended to the top of the page when I have overlay enabled.

Have a mix of names and numbers in the recipients box.

My one page fax prints as two pages.

Document stops feeding in the middle of faxing.

The volume for sounds coming from the fax accessory is too high or too low.

Cause

JBIG is enabled and receiving fax does not have JBIG capability.

The product storage disk is full.

Solution

Set JBIG off.

Wrong Page Content mode setting.

Delete some files from the disk, see the product user guide for information about managing the disk.

Try setting the Optimize Text/Picture option to Photograph .

Cancel faxes using the fax menu, see

Fax feature screen on page 34 .

Cancellation takes place after making a selection in the cancellation menu

(displayed after pressing red Stop button) and acknowledging with OK .

The Phone Book feature has not been enabled.

Fax settings in HP Web Jetadmin are located under the device's status page drop-down menu.

The fax will append the overlay header to the top of a page when overlay is set, when the fax has been forwarded.

This is normal for both names and numbers to appear, depending on where they are from, the phone book lists names, and all other databases list numbers.

The fax header is being appended to the top of the fax, pushing text to a second page.

There might be a jam in the ADF.

The volume setting needs to be adjusted.

Use the HP MFP Digital Sending

Software Configuration utility to enable the phone book feature.

Select Digital Sending and Fax from the drop-down menu. For more information, see

HP Web Jetadmin on page 14 .

This is normal operation.

Normal, no action required.

If you want your one page fax to print on one page, set the overlay header to overlay mode.

If there is a jam, see the product user guide for instructions on clearing jams.

See

Set the ringer volume on page 27

for information about changing the sound volume settings.

44 Chapter 2 HP Color LaserJet CM3530 MFP Series ENWW

Problems with sending faxes

Problem Cause Solution

Faxes quit during sending.

The fax machine to which you are sending might be malfunctioning.

Your phone line might not be working.

Try sending to another fax machine.

Your phone line might be noisy or poor quality

A call-waiting feature might be active

Disconnect the fax accessory from the phone jack, and connect a phone. Try to make a phone call to ensure the phone line is working.

Try using a lower baud rate to improve the reliability of transmission. See maximum baud rate setting.

Verify that the fax telephone line does not have an activated call-waiting feature. A call-waiting notice can interrupt a fax call in progress, which causes a communication error.

Disable the detect dial tone setting.

The fax accessory is receiving faxes but is not sending them.

If the fax accessory is on a PBX system, the PBX system might be generating a dial tone the fax accessory cannot detect.

There might be a poor phone connection.

Outgoing fax calls keep dialing.

Try again later.

The fax machine to which you are sending might be malfunctioning.

Your phone line might not be working.

Try sending to another fax machine.

The fax accessory automatically redials a fax number if the Redial on Busy option is set to on or if the Redial On No

Answer is set on.

Disconnect the fax accessory from the phone jack, and connect a phone. Try to make a phone call to ensure the phone line is working.

This is normal operation. If you do not want the fax to retry, set Redial on Busy to 0 and set Redial On No Answer to 0.

Faxes you send are not arriving at the receiving fax machine.

The receiving fax machine might be turned off or might have an error condition, such as being out of paper.

A fax might be in memory because it is waiting to redial a busy number, or there are other jobs ahead of it waiting to be sent.

Call the recipient to make sure the fax machine is turned on and ready to receive faxes.

If a fax job is in memory for either of these reasons, an entry for the job appears in the fax log. Print the fax activity log, and check the Result column for jobs with a Pending designation.

Problems with receiving faxes

Incoming fax calls are not being answered by the fax accessory (no fax detected).

Cause Solution

The rings-to-answer setting might not be set correctly.

Check the rings-to-answer setting.

ENWW Solve fax problems 45

Incoming fax calls are not being answered by the fax accessory (no fax detected).

Cause Solution

The phone cord might not be connected properly, or the phone cord is not working.

The phone line might not be working.

A voice-messaging service might be interfering with the fax accessory's ability to answer calls.

Check the installation. Make sure you are using the phone cord that came with the fax accessory.

Disconnect the fax accessory from the phone jack, and connect a phone. Try to make a phone call to ensure the phone line is working.

Do one of the following:

●

Discontinue the messaging service.

●

Get a phone line dedicated to fax calls.

●

Decrease the rings-to-answer for the fax accessory to a number less than the rings-to-answer for the voice mail.

Faxes are transmitting or being received very slowly.

Cause Solution

Either the sending fax machine or the receiving fax machine has a slower speed setting.

The fax can only be transmitted as fast as the slowest speed setting by both the sending and receiving fax machines. For example, the receiving machine might be set at 33,000 bps, but if the sending machine is only set to 14,400 bps, the fax is only transmitted at 14,400 bps.

Complex faxes take longer to be sent or received.

You might be sending or receiving a very complex fax, such as one with many graphics.

The receiving fax machine might have a slow modem speed. The fax accessory only sends the fax at the fastest modem speed the receiving fax machine can use.

The resolution at which the fax was sent or is being received is very high. A higher resolution typically results in better quality, but also requires a longer transmission time.

If you are receiving the fax, call and ask the sender to decrease the resolution and resend the fax. If you are sending, decrease the resolution and change the

Text/Picture option.

Optimize

If there is a poor phone-line connection, the fax accessory and the receiving fax machine slow down the transmission to adjust for errors.

Cancel and resend the fax. Have the phone company check the phone line.

Faxes are not printing on the product.

Cause

There is no media in the media input tray.

Schedule Printing of Faxes is set.

The product is either low on toner or has run out of toner.

Solution

Load media. Any faxes received while the input tray is empty are stored and will print after the tray has been refilled.

If Schedule Printing of Faxes is enabled, faxes will not print until it is disabled.

The product stops printing as soon as it is low on toner or runs out of toner. Any faxes received are stored in memory and print after the toner has been replaced. For other product printing problems, see the product user guide.

46 Chapter 2 HP Color LaserJet CM3530 MFP Series ENWW

Faxes are not printing on the product.

Cause

Incoming call may be a voice call.

The incoming fax was interrupted.

The Fax Printing Schedule feature is set to Always store faxes .

Solution

Incoming voice calls usually show up in the call report as a

Communication Error (17) As these are voice calls and not a fax error, no action is needed to be taken. Ensure that those calling you have a voice number that is different from the fax number.

Verify that the fax telephone line does not have an activated call-waiting feature. A call-waiting notice can interrupt a fax call in progress, which causes a communication error.

Change the Fax Printing Schedule setting to Always print faxes .

Error codes

If a fax problem occurs which prevents or interrupts sending or receiving of a fax, an error code is generated that will help in determining the cause of the problem. Error codes show up in the fax activity log, the fax call report, and the T.30 Protocol Trace. Print one of these three reports to obtain the error code. A detailed description for some error codes and the appropriate action can be found at www.hp.com

by searching for your product name.

Fax error messages

When an analog fax is sent or received on an HP LaserJet product, any errors that occur during the fax process will be displayed on the product control panel and entered into the fax reports. Fax errors can occur for many reasons and often they are due to interruptions or noise on the telephone connection. Any error that takes place during the fax process regardless of where it originates will be displayed by the product.

If the fax process is interrupted or an error occurs during a fax transmission or reception, a two part status/error description is generated by the fax subsystem on the product. Normal or successful faxes also generate messages indicating success. The message information consists of a text description and a numeric code (a few messages don’t include numeric codes). Only the text part of the message will be displayed on the product control panel; however, both the text message and numeric code will be listed in the Fax Activity Report, Fax Call Report, and the Fax T.30 Trace (these fax reports can be printed out individually from the product control panel – under the Administration > Information and

Administration > Troubleshooting menus). The numeric code is shown in parentheses after the text part of the message in the reports. For example, if a communication error occurred, the control panel display would show Fax Failed: Communication Error. The same error would be shown in the Result field in the Fax Activity Report as Communication Error (17). For this example, the numeric code associated with this communication error is ‘17’.

The numeric code is generated by the fax modem. Usually a numeric code of (0) indicates a normal modem response. Some messages will always display a numeric code of (0), whereas other messages can have a range of numeric codes depending on the circumstances, and a few messages will have no numeric code. Usually a numeric code of (0) indicates an error was not associated with the fax modem, but occurred in another part of the fax subsystem. Non-zero error codes give further detail into the particular action or process that the modem is executing, and they don’t necessarily indicate that there is a problem with the modem.

In the tables that follow, the fax messages with the most common number codes are given with recommended corrective action. Several messages that are normal or indicate a normal event are also included in tables. For example, if a fax was not able to be sent to a busy number, a Fail Busy

ENWW Solve fax problems 47

message will be shown. Nothing is wrong with the fax subsystem; the message indicates the fax was not completed due to a busy telephone number at the receiving end.

Persistent error messages with numeric codes different than those listed here require assistance of customer support. A more detailed listing of the last fax call can be printed out before contacting customer support to help identify the problem. The detailed fax listing is called a Fax T.30 Trace and can be printed for the last fax, or it can be set to print whenever a fax error occurs. To print or configure the Fax T.30 Trace, touch Administration, Troubleshooting, and then Fax T.30 Trace. You can then print the report for the last fax or configure when to print the T.30 trace.

48 Chapter 2 HP Color LaserJet CM3530 MFP Series ENWW

Send-fax messages

Table 2-1 Send-fax messages

Message Error No.

Cancelled 0

Success

Fail Busy n/a

0

ENWW

No Answer

Compression Error

No Dial

Modem Fail

Communication Error

Communication Error

Space Fail

Page Fail

Memory Error

Job Fail

Power Failure

No Fax Detected

0

0

Any

0

17 or 36

0

Any

0

Any

17 or 36

Any besides 17 or 36

0

Description

Fax was cancelled by user at control panel of product.

Fax sent successfully.

The receiving fax machine is busy.

The receiving fax machine is not answering the call.

Action(s)

None.

None.

The fax will be retired automatically (if configured), otherwise try resending fax later.

The receiving fax machine may be disconnected or turned off; contact the receiver to check the machine. Try resending.

Try resending fax.

Fax may be corrupted or not sent.

No dial tone is detected when sending the fax.

Verify the phone line is active; set the sending fax to

"not" to detect a dial tone.

Try resending fax; if the error persists, contact service.

Unexpected or bad response from the internal fax modem to product.

Lost telephone connection between sender and receiver.

General communications issue where the fax transmission was interrupted or did not proceed as expected.

Unable to read or write the fax image file to disk; could be corrupt product disk or no space available on the product's disk.

Incompatible page width, or page had too many bad lines.

Out of RAM memory on product.

Fax failure; the fax job did not complete.

A power failure occurred during the fax transmission on the sending fax product.

No fax machine was detected at receiving end.

Try resending the fax.

Try resending fax; if the error persists, contact service.

Try resending fax; if the error persists, contact service.

Try resending fax; if the error persists, contact service.

If error persists, may need to add RAM to product.

Try resending fax; if the error persists, contact service.

Try resending the fax.

Verify fax number and have receiver verify fax machine is on and connected; then try resending fax.

Solve fax problems 49

Receive-fax messages

Table 2-2 Receive-fax messages

Message Error No.

Success

Blocked

Modem Fail

Communication Error

Communication Error

Space Fail

Page Fail

Memory Error

Compression Error

Print Fail

Poll Invalid

Job Fail

Power Failure

No Fax Detected n/a n/a

Any

17, 36

Any besides 17 or 36

0

0

0

0

0

0

Any

0

17, 36

Description

Fax received ok.

Fax reception was blocked by receiving fax machine using blocked number feature.

Unexpected or bad response from the internal modem to the product - example is trying to send a fax just as another fax is arriving.

Lost telephone connection or interruption between sender/ receiver.

General communications issue where the fax transmission was interrupted or did not proceed as expected.

Unable to read or write image file to disk; could be corrupt product disk or no space on disk.

Incompatible page width or page had too many bad lines.

Out of RAM memory on product.

Corrupted fax - the received image file cannot be decoded.

Corrupted fax - the received image file cannot be decoded.

The fax polling feature attempted to retrieve a fax from another machine but no fax was available.

Fax failure; this includes all non-specific failures.

A power failure occurred during the fax reception.

A voice call was made to the fax.

Action(s)

None.

None.

Have fax resent; if the error persists, contact service.

Have the sender resend the fax (if the sending machine does not automatically retry).

Have fax resent; if the error persists, contact service.

Have fax resent; if the error persists, contact service.

Have fax resent; if the error persists, contact service.

If error persists, may need to add additional RAM memory to product.

Have fax resent; enable

ECM (Error Correction

Mode) if not already.

Have fax resent; enable

ECM (Error Correction

Mode) if not already.

Contact the administrator of the fax machine being polled and verify a fax is available, and then retry.

Have fax resent; if the error persists, contact service.

Have the sender resend the fax.

None

50 Chapter 2 HP Color LaserJet CM3530 MFP Series ENWW

Fax logs and reports

Print the fax call report

The fax call report is a brief report that indicates the status of the last fax that was sent or received. If you want a thumbnail (a 62 percent reduction of the first page) of the fax printed on this report, select the Thumbnail on Report setting.

1.

On the control panel, touch the Administration icon to open the Administration menu.

2.

Touch Information to display the Information menu.

3.

Touch Fax Reports to display the Fax Reports menu.

4.

Touch Fax Call Report to display the Fax Call Report screen.

5.

If you want a thumbnail of first page of the fax, touch Thumbnail on Report , and then:

●

Touch Yes to include a thumbnail of the first page.

●

Touch No to disable printing a thumbnail on the report.

6.

Touch Fax Call Report to print the fax call report.

Schedule fax call report printing

Use the When to Print Report setting to specify under what conditions you want to print the fax call report.

1.

On the control panel, scroll to and touch the Administration icon to open the Administration menu.

2.

Touch Information then Fax Reports .

3.

Touch Fax Call Report then When to Print Report .

●

Touch Never automatically print to never print a Fax Call Report .

NOTE: If you select Never automatically print , you will have no printed indication other than the touchscreen status-bar message, that a fax failed to be transmitted unless you print a fax activity log.

●

Touch After any fax job to print a Fax Call Report after a fax is sent or received.

●

Touch After fax send jobs to print a Fax Call Report after a fax is sent.

●

Touch After any fax error (default) to print a Fax Call Report after the device detects a fax error.

●

Touch After send errors only to print a Fax Call Report after the device detects a fax send error.

●

Touch After receive errors only to print a Fax Call Report after the device detects a fax receive error.

NOTE: If you select Never, you will have no printed indication other than the touchscreen status-bar message, that a fax failed to be transmitted unless you print a fax activity log.

ENWW Solve fax problems 51

Print the fax activity log

The fax activity log includes the following information.

●

Date and time of all faxes received, sent, or failed to send

●

Identification (phone number, if available)

●

Duration (off-hook time)

●

Number of pages

●

Result (successfully sent, pending, or failed to send which includes error type and code)

The database stores the most recent 500 fax entries (older faxes are deleted from the log). The database fax entries include any fax session as an entry. For example, a fax session could be a sent fax, received fax, or firmware upgrades. Depending on the activity, there might be fewer than 500 entries in the report (unless you sent 500 faxes without receiving any faxes or other completing another activity).

If you want to use the log for record keeping purposes, you should print the log periodically (at least every 500 faxes) and then clear it.

To print the fax activity log, complete the following steps.

1.

On the control panel, scroll to and touch the Administration icon to open the Administration menu.

2.

Scroll to and touch Information .

3.

Scroll to and touch Fax Reports then Fax Activity Log . (Prints report)

Print the billing code report

The billing code report is a list of the most recent 500 faxes that were successfully sent, listed by billing code. The following information is provided in this report.

●

Billing code number

●

Date and time of all faxes that were successfully sent

●

Identification number

●

Duration (off hook time)

●

Number of pages sent

●

Result (success)

The database stores the most recent 500 faxes (older faxes are deleted from the database). If you want to use the report for record keeping purposes, you should print the report periodically (at least every 500 faxes) and then clear it.

1.

On the control panel, scroll to and touch the Administration icon to open the Administration menu.

2.

Scroll to and touch Information .

3.

Scroll to and touch Fax Reports .

52 Chapter 2 HP Color LaserJet CM3530 MFP Series ENWW

4.

Scroll to and touch Billing Codes Report .

5.

Touch Print to print the report.

Clear the fax activity log and billing code report

The fax activity log and the billing code report use the same database. This setting clears the database and therefore clears both the activity log and the billing report data.

To clear the fax database, complete the following steps.

1.

On the control panel, touch the Administration icon to open the Fax menu.

2.

Scroll to and touch Resets to open the menu.

3.

Scroll to and touch Clear fax activity log .

4.

Touch Yes to clear all entries, or touch No to exit and retain the entries.

Print the blocked fax list report

1.

On the control panel, scroll to and touch the Administration icon to open the Administration menu.

2.

Scroll to and touch Information .

3.

Scroll to and touch Fax Reports

4.

Touch Blocked Fax List to print the report.

Print the speed dial list report

A speed dial list report lists the fax numbers assigned to speed dial names.

1.

On the control panel, scroll to and touch the Administration icon to open the Administration menu.

2.

Scroll to and touch Information .

3.

Scroll to and touch Fax Reports .

4.

Touch Speed Dial List to print the report.

Service settings

These items in the control-panel menus can help with troubleshooting if the corrective action taken under the Error Codes section is unsuccessful. They are intended to be used when an HP service representative is assisting you.

Settings in the Initial Setup menu

Open the Administration menu, and then select the Initial Setup menu. Open the Fax Setup menu.

ENWW Solve fax problems 53

Fax Send settings

Fax Receive settings

Maximum baud rate : This setting provides a list of baud rates to select for operation. If the fax is having communication errors, use this setting to select slower baud rates to determine if the communication error is caused by the phone line. First drop down to 14,400 bps, and then to 9,600 bps.

Once this setting is set, it remains set until changed.

TCF T.30 Delay Timer : This setting has a range between 60 to 255 ms. It should be left to its default value of 60 ms. Use this setting when directed by an HP technical support agent as adjustment procedures associated with it is beyond the scope of this guide.

TCF Extend : This setting has a range between 0 to 2550 ms.

It should be left to its default value of 0 ms. Use this setting when directed by an HP technical support agent as adjustment procedures associated with it is beyond the scope of this guide.

Ring Interval : This setting is used to adjust for some PBX ring signals. Use this setting when directed by an

HP technical support agent.

Ring Frequency : This setting has a range between 1 to 200

Hz. It should be left at its default value of 68 Hz. Use this setting when directed by an HP technical support agent as adjustment procedures associated with it is beyond the scope of this guide.

Settings in the Troubleshooting menu

Open the Administration menu, and then select the Troubleshooting menu.

Troubleshooting menu settings Fax T.30 Trace: The Fax T.30 trace is a printed report which produces a record of all the communications between the sending and receiving fax machines for the last Fax transmission or reception. The report has many technical details which are usually beyond the scope of most users.

However the report contains detailed error codes and other information that might be useful in troubleshooting a particular problem related to sending or receiving a FAX. The report contents might be requested by an HP service representative when trying to determine the cause of a problem and will help to determine the appropriate action.

(For error code information, see

Fax error messages on page 47 .)

Fax V.34

: This setting has two values (Normal and Off) that control the modem's baud rate. The Normal setting allows the modem to select (negotiate with the other modem) any of the supported baud rates up to 33,600 bps. The Off setting sets the baud rate to a maximum of 14,400 bps. This setting remains set, until changed.

Fax Speaker mode : This service setting has two modes,

Normal and Diagnostic. In Normal mode, the modem speaker is turned on during dialing through the initial connection and then shuts off. For Diagnostic mode, the speaker is turned on and remains on for all fax communications until the setting is returned to Normal.

54 Chapter 2 HP Color LaserJet CM3530 MFP Series ENWW

Settings in the Resets menu

Open the Administration menu, and then select the Resets menu.

Resets menu settings Restore Factory Telecom Settings : This selection resets several menu changes back to their default settings. This includes the maximum baud rate, ring-burst off time, V.34, speaker mode, and transmit signal loss.

Firmware upgrades

The firmware on the fax accessory can be updated. Fax firmware updates occur as part of an overall product firmware update. See the product user guide for more information.

ENWW Solve fax problems 55

56 Chapter 2 HP Color LaserJet CM3530 MFP Series ENWW

3 HP Color LaserJet CM 4540 MFP Series,

HP Color LaserJet Enterprise M4555 MFP

Series, HP LaserJet Enterprise 500 MFP

Series, HP LaserJet Enterprise 500 Color

MFP Series, and HP LaserJet Enterprise

M725 MFP Series

ENWW 57