HP Officejet J5780 User Manual

							Solution:If you have an answering machine on the same phone line with the HP All-
in-One, do the following:
•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.
Cause:The answering machine is not set up properly with the HP All-in-One.
Solution:
NOTE:This possible solution applies only in the countries/regions that receive
a 2-wire phone cord in the box with the HP All-in-One, 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.
When you have an answering machine on the same phone line you use for fax calls,
you must connect the answering machine directly to the HP All-in-One using the port
Fax troubleshooting 189
 
						

							labeled 2-EXT, as shown below. You also need to set the correct number of rings to
answer for both the answering machine and HP All-in-One.
1Telephone wall jack
2Connect to the IN port on the answering machine
3Connect to the OUT port on the answering machine
4Telephone (optional)
5Answering machine
6Use the phone cord supplied in the box with the HP All-in-One
Make sure the HP All-in-One is set to receive faxes automatically and that the Rings
to Answer setting is correct. The number of rings to answer for the HP All-in-One
should be greater than the number of rings to answer for the answering machine. Set
your answering machine to a low number of rings and the HP All-in-One to answer
in the maximum number of rings supported by your device. (The maximum number
of rings varies by country/region.) In this setup, the answering machine will answer
the call and the HP All-in-One will monitor the line. If the HP All-in-One detects fax
tones, the HP All-in-One will receive the fax. If the call is a voice call, the answering
machine will record the incoming message.
To set the number of rings before answering from the control panel
1.Press Setup.
2.Press 4, and then press 3.
This selects Basic Fax Setup and then selects Rings to Answer.
3.Enter the appropriate number of rings by using the keypad, or press 
 or  to
change the number of rings.
4.Press OK to accept the setting.
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							To set the answer mode
1.Press Setup.
2.Press 4, and then press 2.
This selects Basic Fax Setup and then selects Rings to Answer.
3.Enter the appropriate number of rings by using the keypad, or press 
 or  to
change the number of rings.
4.Press OK to accept the setting.
Cause:You have a special ring pattern for your fax phone number (using a
distinctive ring service through your telephone company), and the Distinctive Ring
setting on the HP All-in-One does not match.
Solution: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 setting on the HP All-in-One is set to match. For example, if the
phone company has assigned your number a double ring pattern, make sure Double
Rings is selected as the Distinctive Ring setting.
NOTE:The HP All-in-One cannot recognize some ring patterns, such as those
with alternating short and long ringing patterns. If you are having problems with a
ring pattern of this type, ask your phone company to assign a non-alternating ring
pattern.
If you are not using a distinctive ring service, make sure that the Distinctive Ring
setting on the HP All-in-One is set to All Rings.
To change the distinctive ring pattern from the control panel
1.Verify that the HP All-in-One is set to answer fax calls automatically.
2.Press Setup.
3.Press 5, and then press 1.
This selects Advanced Fax Setup and then selects Distinctive Ring.
4.Press 
 to select an option, and then press OK.
When the phone rings with the ring pattern assigned to your fax line, the HP All-
in-One answers the call and receives the fax.
Cause:The Distinctive Ring setting is not set to All Rings (and you are not using
a distinctive ring service).
Solution:If you are not using a distinctive ring service, make sure that the
Distinctive Ring setting on the HP All-in-One is set to All Rings.
Cause:The fax signal level might not be strong enough, which can cause fax
reception problems.
Solution:If the HP All-in-One 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
Fax troubleshooting 191
 
						

							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.
•If you are using a splitter or extension cables, try removing them and connecting
the HP All-in-One directly to the telephone wall jack.
•To find out if other equipment is causing a problem, disconnect everything except
the HP All-in-One 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.
Cause:The memory of the HP All-in-One is full.
Solution:If Backup Fax Reception is enabled and there is an error condition on
the HP All-in-One, the memory might become full of faxes that have not yet been
printed and the HP All-in-One will stop answering calls. If an error condition exists
that is preventing the HP All-in-One from printing faxes, review the display for
information on the error condition. Also, check for the following problems:
•The HP All-in-One is not set up properly for faxing. For more information, see 
Set
up the HP All-in-One for faxing.
•There is no paper loaded in the input tray.
•There is a paper jam.
•The print cartridge door is open. Close the print cartridge door, as shown below:
•The print carriage is stalled. Turn the HP All-in-One off, remove any objects that
are blocking the print carriage (including any packing materials), and then turn
the HP All-in-One on again.
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192 Troubleshooting
 
						

							Resolve any problems found. The HP All-in-One automatically begins printing all the
unprinted faxes from memory. To clear the memory, you can also delete the faxes
stored in memory by turning off the HP All-in-One.
Cause:An error condition is preventing the HP All-in-One from receiving faxes
and Backup Fax Reception is set to Off.
Solution:Check for the following problems:
•The HP All-in-One is turned off. Press the Power button to turn on the device.
•The HP All-in-One is not set up properly for faxing. For more information, see 
Set
up the HP All-in-One for faxing.
•There is no paper loaded in the input tray.
•There is a paper jam.
•The print cartridge door is open. Close the print cartridge door.
•The print carriage is stalled. Turn the HP All-in-One off, remove any objects that
are blocking the print carriage (including any packing materials), and then turn
the HP All-in-One on again.
NOTE:If Backup Fax Reception is enabled and you turn off the HP All-in-
One, all faxes stored in memory are deleted, including any unprinted faxes
that you might have received while the HP All-in-One was in an error condition.
You will need to contact the senders to ask them to resend any unprinted
faxes. For a list of the faxes you have received, print the Fax Log. The Fax
Log is not deleted when the HP All-in-One is turned off.
After you resolve any problems found, the HP All-in-One can begin answering
incoming fax calls.
The HP All-in-One is having problems receiving a manual fax
Cause:There are documents loaded in the document feeder tray.
Solution:The HP All-in-One will not receive a fax manually if documents are loaded
in the document feeder tray. Instead, the HP All-in-One attempts to send the
documents loaded in the document feeder tray. Remove any originals before
manually receiving faxes.
You can also contact the sender to verify that there are documents loaded in the
sending fax machine.
Cause:The Fax Speed setting might be set too fast.
Fax troubleshooting 193
 
						

							Solution:Set the Fax Speed to Medium or Slow, and then contact the sender to
have them resend the fax.
To set the fax speed from the control panel
1.Press Setup.
2.Press 5, and then press 7.
This selects Advanced Fax Setup and then selects Fax Speed.
3.Press 
 to select one of the following settings, and then press OK.
Fax speed settingFax speed
Fastv.34 (33600 baud)
Mediumv.17 (14400 baud)
Slowv.29 (9600 baud)
Cause:There is an error message or other prompt on the display.
Solution:Check the display for an error message or prompt providing information
about the problem and how to solve it. If there is an error message or prompt on the
display, the HP All-in-One will not receive the fax manually until the error condition is
resolved and the message is cleared.
If the HP All-in-One has an alignment message, you might be able to press OK to
clear the message and resume faxing. For more information on alignment messages,
see 
Need alignment or alignment failed.
For more information about other errors, see 
Errors.
Fax tones are recorded on my answering machine
Cause:The answering machine is not set up properly with the HP All-in-One or
the Rings to Answer setting is not correct.
Solution:
NOTE:This possible solution applies only in the countries/regions that receive
a 2-wire phone cord in the box with the HP All-in-One, 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.
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194 Troubleshooting
 
						

							When you have an answering machine on the same phone line you use for fax calls,
you must connect the answering machine directly to the HP All-in-One using the port
labeled 2-EXT, as shown below.
1Telephone wall jack
2Connect to the IN port on the answering machine
3Connect to the OUT port on the answering machine
4Telephone (optional)
5Answering machine
6Use the phone cord supplied in the box with the HP All-in-One
Make sure the HP All-in-One is set to receive faxes automatically and that the Rings
to Answer setting is correct. The number of rings to answer for the HP All-in-One
should be greater than the number of rings to answer for the answering machine. If
the answering machine and the HP All-in-One are set to the same number of rings to
answer, both devices will answer the call and fax tones will be recorded on the
answering machine.
Set your answering machine to a low number of rings and the HP All-in-One to answer
in the maximum number of rings supported. (The maximum number of rings varies
by country/region.) In this setup, the answering machine will answer the call and the
HP All-in-One will monitor the line. If the HP All-in-One detects fax tones, the HP All-
in-One will receive the fax. If the call is a voice call, the answering machine will record
the incoming message.
To set the answer mode
1.Press Setup.
2.Press 4, and then press 2.
This selects Basic Fax Setup and then selects Rings to Answer.
3.Enter the appropriate number of rings by using the keypad, or press 
 or  to
change the number of rings.
4.Press OK to accept the setting.
Fax troubleshooting 195
 
						

							To set the number of rings before answering from the control panel
1.Press Setup.
2.Press 4, and then press 3.
This selects Basic Fax Setup and then selects Rings to Answer.
3.Enter the appropriate number of rings by using the keypad, or press 
 or  to
change the number of rings.
4.Press OK to accept the setting.
Cause:The HP All-in-One is set up to receive faxes manually, which means that
the HP All-in-One will not answer incoming calls. You must be available to respond
in person to incoming fax calls, or the HP All-in-One will not receive the fax and your
answering machine will record the fax tones.
Solution:Set up the HP All-in-One to answer incoming calls automatically by
turning on Auto Answer. If it is turned off, the HP All-in-One will not monitor incoming
calls and receive faxes. In this case, the answering machine will answer the fax call
and record the fax tones.
For more information on setting up the HP All-in-One when you have an answering
machine, see 
Set up the HP All-in-One for faxing.
The HP All-in-One is not answering incoming fax calls
Cause:The HP All-in-One is turned off.
Solution:Look at the display on the HP All-in-One. If the display is blank and the
Power button is not lit, the HP All-in-One is turned off. Make sure the power cord is
firmly connected to the HP All-in-One and plugged into a power outlet. Press the
Power button to turn on the HP All-in-One.
Cause: Auto Answer is turned off, which means that the HP All-in-One will not
answer incoming calls. You must be available to respond in person to incoming fax
calls, or the HP All-in-One will not answer the incoming fax call.
Solution:Depending on your office setup, you might be able to set the HP All-in-
One to answer incoming calls automatically. To find out what the recommended
answer mode is for your office setup, see 
Choose the recommended answer mode
for your setup.
If you must have Auto Answer off, you will need to press Start Fax Black or Start
Fax Color to receive a fax.
TIP:If you are not close enough to the HP All-in-One to reach the control panel,
wait several seconds, and then press 1 2 3 on your phone. If the HP All-in-One
does not begin receiving the fax, wait several more seconds and press 1 2 3 again.
After the HP All-in-One begins to receive the fax, you can hang up the phone.
Cause:You have a special ring pattern for your fax phone number (using a
distinctive ring service through your telephone company), and the Distinctive Ring
setting on the HP All-in-One does not match.
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196 Troubleshooting
 
						

							Solution: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 HP All-in-One is set to match. For example, if the
phone company has assigned your number a double ring pattern, make sure Double
Rings is selected as the Distinctive Ring setting.
NOTE:The HP All-in-One cannot recognize some ring patterns, such as those
with alternating short and long ringing patterns. If you are having problems with a
ring pattern of this type, ask your phone company to assign a non-alternating ring
pattern.
If you are not using a distinctive ring service, check to make sure that the Distinctive
Ring feature on the HP All-in-One is set to All Rings.
To change the distinctive ring pattern from the control panel
1.Verify that the HP All-in-One is set to answer fax calls automatically.
2.Press Setup.
3.Press 5, and then press 1.
This selects Advanced Fax Setup and then selects Distinctive Ring.
4.Press 
 to select an option, and then press OK.
When the phone rings with the ring pattern assigned to your fax line, the HP All-
in-One answers the call and receives the fax.
Cause:The Distinctive Ring feature is not set to All Rings (and you are not using
a distinctive ring service).
Solution:If you are not using a distinctive ring service, check to make sure that
the Distinctive Ring feature on the HP All-in-One is set to All Rings.
Cause:The memory of the HP All-in-One is full.
Solution:If the memory becomes full of faxes that have not yet been printed, the
HP All-in-One stops answering calls. If an error condition exists that is preventing the
HP All-in-One from printing faxes, review the display for information on the error
condition. Also, check for the following problems:
•The HP All-in-One is not set up properly for faxing. For more information, see 
Set
up the HP All-in-One for faxing.
•There is no paper loaded in the input tray.
•There is a paper jam.
Fax troubleshooting 197
 
						

							•The print cartridge door is open. Close the print cartridge door, as shown below:
•The print carriage is stalled. Turn the HP All-in-One off, remove any objects that
are blocking the print carriage (including any packing materials), and then turn
the HP All-in-One on again.
NOTE:If Backup Fax Reception is enabled and you turn off the HP All-in-
One, all faxes stored in memory are deleted, including any unprinted faxes
that you might have received while the HP All-in-One was in an error condition.
You will need to contact the senders to ask them to resend any unprinted
faxes. For a list of the faxes you have received, print the Fax Log. The Fax
Log is not deleted when the HP All-in-One is turned off.
Resolve any problems found. To clear the memory, you can either print or delete the
faxes stored in memory.
To reprint faxes in memory from the control panel
1.Make sure you have paper loaded in the input tray.
2.Press Setup.
3.Press 6, and then press 5.
This selects Tools and then selects Reprint Faxes in Memory.
The faxes are printed in the reverse order they were received with the most
recently received fax printed first, and so on.
4.If you want to stop reprinting the faxes in memory, press Cancel.
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198 Troubleshooting