HP Officejet Pro 8500A User Manual

							
•The"PhoneCordConnectedtoCorrectPortonFax"testfailed
•
The"UsingCorrectTypeofPhoneCordwithFax"testfailed
•
The"DialToneDetection"testfailed
•
The"FaxLineCondition"testfailed
The "Fax Hardware Test" failed Solution:
• Turn the printer off by using the  Power button located on the printer control
panel and then unplug the power cord from the back of the printer. 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 Setup
Assistant  (Mac OS X), make sure the printer is not busy completing another
task, such as receiving a fax or making a copy. Check the display for
a message indicating that the printer 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 printer. If you do not use the supplied phone cord to connect from the telephone wall jack to the printer,
you might not be able to send or receive faxes. After you plug in the phone
cord that came with the printer, 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 printer directly to the telephone wall jack.
After you resolve any problems found, run the fax test again to make sure it
passes and the printer 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, select 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 printer to makesure the phone cord is secure.
• Make sure you use the phone cord that came with the printer. If you do not use the supplied phone cord to connect from the telephone wall jack to the printer,
you might not be able to send or receive faxes. After you plug in the phone
cord that came with the printer, run the fax test again.
Solve fax problems 117
 
						

							
• Make sure you have correctly connected the printer to the telephone wall jack.Using the phone cord supplied in the box with the printer, connect one end to
your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the printer. For more information on setting up the printer for
faxing, see 
Additionalfaxsetup.
• 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 printer directly to the telephone wall jack.
• Try connecting a working phone and phone cord to the telephone wall jack that you are using for the printer 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 printer 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 printer, connect one end to
your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the printer.
NOTE: If you use the 2-EXT port to connect to the telephone wall jack,
you cannot send or receive faxes. The 2-EXT port should only be used to
connect other equipment, such as an answering machine.
Figure 9-1  Back view of the printer
1
2
1Telephone wall jack
2Use the phone cord supplied in the box with the printer to connect to th\
e "1-LINE"
port
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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 printer is ready for faxing.
3. Try to send or receive a test fax.
• Make sure you use the phone cord that came with the printer. If you do not use the supplied phone cord to connect from the telephone wall jack to the printer,
you might not be able to send or receive faxes. After you plug in the phone
cord that came with the printer, 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 printer directly to the telephone wall jack.
The "Using Correct Type of Phone Cord with Fax" test failed
Solution:
• Make sure you used the phone cord supplied in the box with the printer 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 printer, and the other
end to your telephone wall jack, as shown in the illustration.
1
2
1Telephone wall jack
2Use the phone cord supplied in the box with the printer to connect to the "1-LINE"
port
If the phone cord that came with the printer 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 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 printer to make sure the phone cord is secure.
Solve fax problems 119
 
						

							
• Make sure you use the phone cord that came with the printer. If you do not usethe supplied phone cord to connect from the telephone wall jack to the printer,
you might not be able to send or receive faxes. After you plug in the phone
cord that came with the printer, 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 printer directly to the telephone wall jack.
The "Dial Tone Detection" test failed
Solution:
• Other equipment, which uses the same phone line as the printer, 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 printer 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 printer to the telephone wall jack. Using the phone cord supplied in the box with the printer, connect one end to
your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the printer.
• 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 printer 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 does 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 printer to an analog phone line or you cannot 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 printer to an analog phone line and try sending or receiving a fax.
• Make sure you use the phone cord that came with the printer. If you do not use the supplied phone cord to connect from the telephone wall jack to the printer,
you might not be able to send or receive faxes. After you plug in the phone
cord that came with the printer, run the fax test again.
After you resolve any problems found, run the fax test again to make sure it
passes and the printer is ready for faxing. If the  Dial Tone Detection test
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continues to fail, contact your telephone company and have them check the phone
line.
The "Fax Line Condition" test failedSolution:
• Make sure you connect the printer to an analog phone line or you cannot sendor 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 printer to an analog phone line and try sending or receiving a fax.
• Check the connection between the telephone wall jack and the printer to make sure the phone cord is secure.
• Make sure you have correctly connected the printer to the telephone wall jack. Using the phone cord supplied in the box with the printer, connect one end to
your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the printer.
• Other equipment, which uses the same phone line as the printer, 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 printer 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 printer directly to the telephone wall jack.
• Make sure you use the phone cord that came with the printer. If you do not use the supplied phone cord to connect from the telephone wall jack to the printer,
you might not be able to send or receive faxes. After you plug in the phone
cord that came with the printer, run the fax test again.
After you resolve any problems found, run the fax test again to make sure it
passes and the printer 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 printer to connect the printer to your phone line.
If the phone cord that came with the printer is not long enough, you can use
a coupler to extend the length. You can purchase a coupler at an electronics store
Solve fax problems 121
 
						

							
that carries phone accessories. You 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 printer might be
in use. Make sure extension phones (phones on the same phone line, but not
connected to the printer) or other equipment are not in use or off the hook. For
example, you cannot use the printer for faxing if an extension phone is off the
hook, or if you are using a computer dial-up modem to send email or access the
Internet.
The printer is having problems sending and receiving faxes
Solution: Make sure the printer is turned on. Look at the display on the printer. If
the display is blank and the  Power light is not lit, the printer is turned off. Make
sure the power cord is firmly connected to the printer and plugged into a power
outlet. Press the  Power button to turn on the printer.
After turning on the printer, HP recommends you wait five minutes before sending
or receiving a fax. The printer cannot send or receive faxes while it is initializing
after being turned on.
Solution: If Fax to PC or Fax to Mac has been enabled, you may not be able to
send or receive faxes if the fax memory is full (limited by printer memory).
Solution:
• Make sure you used the phone cord supplied in the box with the printer to connect to the telephone wall jack. One end of the phone cord should be
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connected to the port labeled 1-LINE on the back of the printer and the other
end to your telephone wall jack, as shown in the illustration.
1
2
1Telephone wall jack
2Use the phone cord supplied in the box with the printer to connect to the "1-LINE"
port
If the phone cord that came with the printer 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 also need another phone cord,
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 printer 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 printer, might be in use. For example, you cannot use the printer for faxing if an extension phone is
off the hook, or if you are using a computer dial-up modem to send an email 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 printer cannot 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 
Senda faxinErrorCorrection
Mode. 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 cannot fax successfully. For more
information, see 
CaseB:SetuptheprinterwithDSL.
Solve fax problems 123
 
						

							
• Make sure the printer is not connected to a telephone wall jack that is set upfor 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
printer 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
CaseC:Setuptheprinterwitha PBXphonesystemoranISDNline.
• If the printer shares the same phone line with a DSL service, the DSL modem might not be grounded correctly. If the DSL modem is not grounded correctly, 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
printer 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 printer directly to the telephone wall jack.
The printer is having problems sending a manual fax
Solution:
NOTE: This possible solution applies only in the countries/regions that
receive a 2-wire phone cord in the box with the printer, 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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• Make sure the telephone you use to initiate the fax call is connected directly tothe printer. To send a fax manually, the telephone must be connected directly
to the port labeled 2-EXT on the printer, as shown in the illustration.
1
2
3
1Telephone wall jack
2Use the phone cord supplied in the box with the printer to connect to the "1-LINE"
port
3Telephone
• If you are sending a fax manually from your phone that is connected directly tothe printer, you must use the keypad on the telephone to send the fax. You
cannot use the keypad on the printer control panel.
NOTE: If using a serial-type phone system, please connect your phone
directly on top of the printer cable which has a wall plug attached to it.
The printer 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 printer is set to  All Rings. For more
information, see 
Changetheanswerringpatternfordistinctivering.
•If  Auto Answer  is set to Off, you need to receive faxes manually; otherwise,
the printer cannot receive the fax. For information on receiving faxes manually,
see
Receivea faxmanually.
• 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 printer when you have a voice mail service, see 
CaseF:
Sharedvoice/faxlinewithvoicemail. For information on receiving faxes
manually, see 
Receivea faxmanually.
Solve fax problems 125
 
						

							
• If you have a computer dial-up modem on the same phone line with the printer,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 printer from receiving fax calls.
• If you have an answering machine on the same phone line with the printer, you might have one of the following problems:

•Your answering machine might not be set up correctly with the printer.

• Your outgoing message might be too long or too loud to allow the printer 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 printer 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 printer as
described in 
CaseI:Sharedvoice/faxlinewithansweringmachine.

• Make sure the printer is set to receive faxes automatically. For information
on setting up the printer to receive faxes automatically, see 
Receivea fax.

• Make sure the  Rings to Answer  setting is set to a greater number of rings
than the answering machine. For more information, see 
Setthenumberof
ringsbeforeanswering.

• 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.
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