HP OfficeJet J4580 User Manual

							
The Fax Hardware Test failedSolution:
• Turn off the device by using the  Power button located on the device control
panel and then unplug the power cord from  the back of the device. After a few
seconds, plug the power cord in again, and then turn the power on. Run the
test again. If the test fails again, continue reviewing the troubleshooting
information in this section.
• Try to send or receive a test fax. If you can send or receive a fax successfully, there might not be a problem.
• If you are running the test from the  Fax Setup Wizard (Windows) or HP Fax
Setup Utility  (Mac OS), make sure the device is not busy completing another
task, such as receiving a fax or making a copy. Check the display for a
message indicating that the device is busy. If it is busy, wait until it is finished
and in the idle state before running the test.
• Make sure you use the phone cord that  came with the device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or  receive faxes. After you plug in the phone
cord that came with the device, run the fax test again.
• If you are using a phone splitter, this can cause faxing problems. (A splitter is a two-cord connector that plugs into a telephone wall jack.) Try removing the
splitter and connecting the device directly to the telephone wall jack.
After you resolve any problems found, run the  fax test again to make sure it
passes and the device is ready for faxing. If the  Fax Hardware Test continues to
fail and you experience problems faxing, contact HP Support. Go to 
www.hp.com/
support . If prompted, choose your country/region, and then click  Contact HP for
information on calling for technical support.
The Fax Connected to Active Telephone Wall Jack test failed
Solution:
• Check the connection between the telephone wall jack and the device to makesure the phone cord is secure.
• Make sure you use the phone cord that  came with the device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or  receive faxes. After you plug in the phone
cord that came with the device, run the fax test again.
• Make sure you have correctly connected the device to the telephone wall jack. Using the phone cord supplied in the box  with the device, connect one end to
your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the device. For more information on setting up the device for
faxing, see 
Set up faxing for the device .
• If you are using a phone splitter, this can cause faxing problems. (A splitter is a two-cord connector that plugs into a telephone wall jack.) Try removing the
splitter and connecting the device directly to the telephone wall jack.
Solve fax problems 137
 
						

							
• Try connecting a working phone and phone cord to the telephone wall jack thatyou are using for the device and check for a dial tone. If you do not hear a dial
tone, contact your telephone company and have them check the line.
• Try to send or receive a test fax. If you can send or receive a fax successfully, there might not be a problem.
After you resolve any problems found, run the  fax test again to make sure it
passes and the device is ready for faxing.
The Phone Cord Connected to Correct Port on Fax test failed
Solution: Plug the phone cord into the correct port.
1. Using the phone cord supplied in the box with the device, connect one end to
your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the device.
NOTE: If you use the 2-EXT port to connect to the telephone wall jack,
you will not be able to send or receive faxes. The 2-EXT port should only
be used to connect other equipment, such as an answering machine.
Figure 8-1 Back view of the device
1Telephone wall jack
2Use the phone cord supplied in the box with the device to connect to the 1-LINE
port
2. After you have connected the phone cord  to the port labeled 1-LINE, run the
fax test again to make sure it passes and the device is ready for faxing.
3. Try to send or receive a test fax.
• Make sure you use the phone cord that  came with the device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or  receive faxes. After you plug in the phone
cord that came with the device, run the fax test again.
• If you are using a phone splitter, this can cause faxing problems. (A splitter is a two-cord connector that plugs into a telephone wall jack.) Try removing the
splitter and connecting the device directly to the telephone wall jack.
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The Using Correct Type of Phone Cord with Fax test failedSolution:
• Make sure you used the phone cord supplied in the box with the device toconnect to the telephone wall jack. One end of the phone cord should be
connected to the port labeled 1-LINE on the back of the device, and the other
end to your telephone wall jack, as shown below.
1Telephone wall jack
2Use the phone cord supplied in the box with the device to connect to the 1-LINE
port
If the phone cord that came with the device  is not long enough, you can use a
coupler to extend the length. You can purchase a coupler at an electronics
store that carries phone accessories. You will also need another phone cord,
which can be a standard phone cord that  you might already have in your home
or office.
• Check the connection between the telephone wall jack and the device to make sure the phone cord is secure.
• Make sure you use the phone cord that  came with the device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or  receive faxes. After you plug in the phone
cord that came with the device, run the fax test again.
• If you are using a phone splitter, this can cause faxing problems. (A splitter is a two-cord connector that plugs into a telephone wall jack.) Try removing the
splitter and connecting the device directly to the telephone wall jack.
Solve fax problems 139
 
						

							
The Dial Tone Detection test failedSolution:
• Other equipment, which uses the same phone line as the device, might becausing the test to fail. To find out if other equipment is causing a problem,
disconnect everything from the phone line, and  then run the test again. If the
Dial Tone Detection Test  passes without the other equipment, then one or
more pieces of the equipment is causing problems; try adding them back one
at a time and rerunning the test each time, until you identify which piece of
equipment is causing the problem.
• Try connecting a working phone and phone cord to the telephone wall jack that you are using for the device and check for a dial tone. If you do not hear a dial
tone, contact your telephone company and have them check the line.
• Make sure you have correctly connected the device to the telephone wall jack. Using the phone cord supplied in the box with the device, connect one end to
your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the device.
• If you are using a phone splitter, this can cause faxing problems. (A splitter is a two-cord connector that plugs into a telephone wall jack.) Try removing the
splitter and connecting the device directly to the telephone wall jack.
• If your telephone system is not using a standard dial tone, such as some PBX systems, this might cause the test to fail. This will not cause a problem sending
or receiving faxes. Try sending or receiving a test fax.
• Check to make sure the country/region setting is set appropriately for your country/region. If the country/region setting is not set or is set incorrectly, the
test might fail and you might have problems sending and receiving faxes.
• Make sure you connect the device to an analog phone line or you will not be able to send or receive faxes. To check if your phone line is digital, connect a
regular analog phone to the line and listen for a dial tone. If you do not hear a
normal sounding dial tone, it might be a phone line set up for digital phones.
Connect the device to an analog phone line and try sending or receiving a fax.
• Make sure you use the phone cord that  came with the device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or  receive faxes. After you plug in the phone
cord that came with the device, run the fax test again.
After you resolve any problems found, run the  fax test again to make sure it
passes and the device is ready for faxing. If the  Dial Tone Detection test
continues to fail, contact your telephone company and have them check the phone
line.
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The Fax Line Condition test failedSolution:
• Make sure you connect the device to an  analog phone line or you will not be
able to send or receive faxes. To check if your phone line is digital, connect a
regular analog phone to the line and listen for a dial tone. If you do not hear a
normal sounding dial tone, it might be a phone line set up for digital phones.
Connect the device to an analog phone line and try sending or receiving a fax.
• Check the connection between the telephone wall jack and the device to make sure the phone cord is secure.
• Make sure you have correctly connected the device to the telephone wall jack. Using the phone cord supplied in the box  with the device, connect one end to
your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the device.
• Other equipment, which uses the same phone line as the device, might be causing the test to fail. To find out if other equipment is causing a problem,
disconnect everything from the phone line, and then run the test again.
◦If the  Fax Line Condition Test  passes without the other equipment, then
one or more pieces of the equipment is causing problems; try adding them
back one at a time and rerunning the test each time, until you identify which
piece of equipment is causing the problem.
◦ If the  Fax Line Condition Test  fails without the other equipment, connect
the device to a working phone line and continue reviewing the
troubleshooting information in this section.
• If you are using a phone splitter, this can cause faxing problems. (A splitter is a two-cord connector that plugs into a telephone wall jack.) Try removing the
splitter and connecting the device directly to the telephone wall jack.
• Make sure you use the phone cord that  came with the device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or  receive faxes. After you plug in the phone
cord that came with the device, run the fax test again.
After you resolve any problems found, run the  fax test again to make sure it
passes and the device is ready for faxing. If the  Fax Line Condition test continues
to fail and you experience problems faxing, contact your telephone company and
have them check the phone line.
The display always shows Phone Off Hook
Solution: You are using the wrong type of  phone cord. Make sure you are using
the phone cord that came with the device  to connect the device to your phone line.
If the phone cord that came with the device  is not long enough, you can use a
coupler to extend the length. You can purchase a coupler at an electronics store
that carries phone accessories. You will also need another phone cord, which can
be a standard phone cord that you might  already have in your home or office.
Solution:Other equipment that uses the same phone line as the device might be
in use. Make sure extension phones (phones on the same phone line, but not
Solve fax problems 141
 
						

							
connected to the device) or other equipment are not in use or off the hook. For
example, you cannot use the device for faxing  if an extension phone is off the
hook, or if you are using a computer  dial-up modem to send e-mail or access the
Internet.
The device is having problems sending and receiving faxes
Solution: Make sure the device is turned on. Look at the display on the device. If
the display is blank and the  Power light is not lit, the device is turned off. Make
sure the power cord is firmly connected to the device and plugged into a power
outlet. Press the  Power button to turn on the device.
After turning on the device, HP recommends you wait five minutes before sending
or receiving a fax. The device cannot send or receive faxes while it is initializing
after being turned on.
Solution: If Fax to PC has been enabled, you may not be able to send or receive
faxes if the fax memory is full (limited by device memory).
Solution:
• Make sure you used the phone cord  supplied in the box with the device to
connect to the telephone wall jack. One end of the phone cord should be
connected to the port labeled 1-LINE on the back of the device and the other
end to your telephone wall jack, as shown below.
1Telephone wall jack
2Use the phone cord supplied in the box with the device to connect to the 1-LINE
port
If the phone cord that came with the device  is not long enough, you can use a
coupler to extend the length. You can purchase a coupler at an electronics
store that carries phone accessories. You will also need another phone cord,
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which can be a standard phone cord that you might already have in your home
or office.
• Try connecting a working phone and phone cord to the telephone wall jack that you are using for the device and check for a dial tone. If you do not hear a dial
tone, call your local telephone company for service.
• Other equipment, which uses the same phone line as the device, might be in use. For example, you cannot use the device for faxing if an extension phone
is off the hook, or if you are  using a computer dial-up modem to send an e-mail
or access the Internet.
• Check to see if another process has caused an error. Check the display or your computer for an error message providing information about the problem
and how to solve it. If there is an error, the device will not send or receive a fax
until the error condition is resolved.
• The phone line connection might be noisy. Phone lines with poor sound quality (noise) can cause faxing problems. Check the sound quality of the phone line
by plugging a phone into the telephone wall jack and listening for static or other
noise. If you hear noise, turn  Error Correction Mode (ECM) off and try faxing
again. For information about changing ECM, see the onscreen Help. If the
problem persists, contact your telephone company.
• If you are using a digital subscriber line (DSL) service, make sure that you have a DSL filter connected or you will not be able to fax successfully. For
more information, see 
Case B: Set up the device with DSL .
• Make sure the device is not connected to a telephone wall jack that is set up for digital phones. To check if your phone line is digital, connect a regular
analog phone to the line and listen for a dial tone. If you do not hear a normal
sounding dial tone, it might be a phone line set up for digital phones.
• If you are using either a private branch exchange (PBX) or an integrated services digital network (ISDN) converter/terminal adapter, make sure the
device is connected to the correct port and the terminal adapter is set to the
correct switch type for your country/region, if possible. For more information,
see 
Case C: Set up the device with a PBX phone system or an ISDN line.
• If the device shares the same phone line with a DSL service, the DSL modem might not be properly grounded. If the DSL modem is not properly grounded, it
can create noise on the phone line. Phone lines with poor sound quality (noise)
can cause faxing problems. You can check  the sound quality of the phone line
by plugging a phone into the telephone wall jack and listening for static or other
noise. If you hear noise, turn off  your DSL modem and completely remove
power for at least 15 minutes. Turn the  DSL modem back on and listen to the
dial tone again.
NOTE: You might notice static on the phone  line again in the future. If the
device stops sending and receiving faxes, repeat this process.
If the phone line is still noisy, contact your telephone company. For information
on turning your DSL modem off,  contact your DSL provider for support.
• If you are using a phone splitter, this can cause faxing problems. (A splitter is a two-cord connector that plugs into a telephone wall jack.) Try removing the
splitter and connecting the device directly to the telephone wall jack.
Solve fax problems 143
 
						

							
The device is having problems sending a manual faxSolution:
NOTE: This possible solution applies only in the countries/regions that
receive a 2-wire phone cord in the box with the device, including: Argentina,
Australia, Brazil, Canada, Chile, China, Colombia, Greece, India, Indonesia,
Ireland, Japan, Korea, Latin America, Malaysia, Mexico, Philippines, Poland,
Portugal, Russia, Saudi Arabia, Singapore, Spain, Taiwan, Thailand, USA,
Venezuela, and Vietnam.
• Make sure the telephone you use to initiate the fax call is connected directly to the device. To send a fax manually, the telephone must be connected directly
to the port labeled 2-EXT on the device, as shown below.
1Telephone wall jack
2Use the phone cord supplied in the box with the device to connect to the 1-LINE
port
3Telephone
• If you are sending a fax manually from your phone that is connected directly tothe device, you must use the keypad on  the telephone to send the fax. You
cannot use the keypad on the device control panel of the device.
NOTE: If using a serial-type phone system, please connect your phone
directly on top of the device cable which has a wall plug attached to it.
The device cannot receive faxes, but can send faxes
Solution:
• If you are not using a distinctive ring service, check to make sure that theDistinctive Ring  feature on the device is set to  All Rings. For more
information, see 
Change the answer ring pattern for distinctive ring .
•If  Auto Answer  is set to Off, you will need to receive faxes manually;
otherwise, the device will not receive the fax. For information on receiving
faxes manually, see 
Receive a fax manually .
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• If you have a voice mail service at the same phone number you use for fax
calls, you must receive faxes manually, not automatically. This means that you
must be available to respond in person to incoming fax calls. For information
on setting up the device when you have a voice mail service, see 
Case F:
Shared voice/fax line with voice mail . For information on receiving faxes
manually, see 
Receive a fax manually .
• If you have a computer dial-up modem on the same phone line with the device, check to make sure that the software that came with your modem is not set to
receive faxes automatically. Modems that are set up to receive faxes
automatically take over the phone line to receive all incoming faxes, which
prevents the device from receiving fax calls.
• If you have an answering machine on the same phone line with the device, you might have one of the following problems:
◦Your answering machine might not be set up properly with the device.
◦ Your outgoing message might be too long or too loud to allow the device to
detect fax tones, and the sending fax machine might disconnect.
◦ Your answering machine might not have enough quiet time after your
outgoing message to allow the device to detect fax tones. This problem is
most common with digital answering machines.
The following actions might help solve these problems:
◦ When you have an answering machine on  the same phone line you use for
fax calls, try connecting the answering machine directly to the device as
described in 
Case I: Shared voice/fax line with answering machine .
◦ Make sure the device is set to receive faxes automatically. For information
on setting up the device to receive faxes automatically, see 
Receive a fax.
◦ Make sure the  Rings to Answer  setting is set to a greater number of rings
than the answering machine. For more information, see 
Set the number of
rings before answering .
◦ Disconnect the answering machine and then try receiving a fax. If faxing is
successful without the answering machine, the answering machine might
be causing the problem.
◦ Reconnect the answering machine and record your outgoing message
again. Record a message that is approximately 10 seconds in duration.
Speak slowly and at a low volume when recording your message. Leave at
least 5 seconds of silence at the end of the voice message. There should
be no background noise when recording this silent time. Try to receive a
fax again.
NOTE: Some digital answering machines might not retain the
recorded silence at the end of  your outgoing message. Play back your
outgoing message to check.
Solve fax problems 145
 
						

							
• If the device shares the same phone line with other types of phone equipment,such as an answering machine, a computer dial-up modem, or a multi-port
switch box, the fax signal level might be reduced. The signal level can also be
reduced if you use a splitter or connect extra cables to extend the length of
your phone. A reduced fax signal  can cause problems during fax reception.
To find out if other equipment is causing a problem, disconnect everything
except the device from the phone line, and  then try to receive a fax. If you can
receive faxes successfully without the other equipment, one or more pieces of
the other equipment is causing problems; try adding them back one at a time
and receiving a fax each time, until you identify which equipment is causing the
problem.
• If you have a special ring pattern for your fax phone number (using a distinctive ring service through your telephone company), make sure that the  Distinctive
Ring  feature on the device is set to match. For more information, see 
Change
the answer ring pattern for distinctive ring.
The device cannot send faxes, but can receive faxes
Solution:
• The device might be dialing too fast or too soon. You might need to insertsome pauses in the number sequence. For example, if you need to access an
outside line before dialing the phone number, insert a pause following the
access number. If your number is 95555555, and 9 accesses an outside line,
you might insert pauses as follows: 9-555-5555. To enter a pause in the fax
number you are typing, press  Redial/Pause, or press the Space (#) button
repeatedly, until a dash ( -) appears on the display.
You can also send the fax using monitor  dialing. This enables you to listen to
the phone line as you dial. You can set  the pace of your dialing and respond to
prompts as you dial. For more information, see 
Send a fax using monitor dialing .
• The number you entered when sending the fax is not in the proper format or the receiving fax machine is having problems.  To check this, try calling the fax
number from a telephone and listen for fax tones. If you cannot hear fax tones,
the receiving fax machine might not be turned on or connected, or a voice mail
service could be interfering with the recipients  phone line. You can also ask
the recipient to check the receiving fax machine for any problems.
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