HP Photosmart Premium C309 User Manual

							1Telephone wall jack
2Use the phone cord supplied in the box with the product
If you used a 4-wire phone cord, disconnect it, find the supplied 2-wire phone cord, and then connect the 2-wire
phone cord to the port labeled 1-LINE on the back of the product.
If the product came with a 2-wire phone cord adapter, you can use it with a 4-wire phone cord, in case the
supplied 2-wire phone cord is too short. Attach the 2-wire phone cord adapter to the port labeled 1-LINE on the
back of the product. Attach your 4-wire phone cord to the open port on the adapter and to the telephone wall
jack. For more information on using the 2-wire phone cord adapter, see the documentation that came with it.
For more information on setting up the product, see the printed documentation that came with the product.
Cause:The wrong phone cord was used to connect the product or the phone cord was plugged into the wrong
port.
If this did not solve the issue, try the next solution.
Solution 4: Make sure other office equipment is connected correctly
Solution
NOTE:This possible solution applies only in the countries/regions that receive a 2-wire phone cord in the
box with the product, 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 you have correctly connected the product to the telephone wall jack, and correctly connected any
additional equipment and services that share the phone line with the product.
Use the port labeled 1-LINE on the back of the product to connect to the telephone wall jack. Use the 2-EXT
port to connect to any other equipment, such as an answering machine or a telephone, as shown below.
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							1Telephone wall jack
2Use the phone cord supplied in the box with the product
3Telephone (optional)
For more information on setting up the product, see the printed documentation that came with the product.
Cause:Other office equipment (such as an answering machine or a telephone) was not set up properly with
the product.
If this did not solve the issue, try the next solution.
Solution 5: Try removing the splitter
Solution:A phone line splitter can cause faxing problems. (A splitter is a two-cord connector that plugs into
a telephone wall jack.) If you are using a splitter, remove it and connect the product directly to the telephone
wall jack.
Cause:You were using a phone line splitter.
If this did not solve the issue, try the next solution.
Solution 6: Make sure the telephone wall jack works properly
Solution:Try connecting a working telephone and phone cord to the telephone wall jack you are using for the
product and check for a dial tone. If you do not hear a dial tone, call your local telephone company for service.
Cause:The telephone wall jack was not working properly.
If this did not solve the issue, try the next solution.
Solution 7: Check the phone line for noise
Solution: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 the failure was due to noise on the phone line, contact the sender to
have them resend the fax. The quality might be better when you try again. If the problem persists, turn Error
Correction Mode (ECM) off and contact your telephone company.
To change the ECM setting from the control panel
1.Press Setup.
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							2.Press the down arrow button to highlight Advanced Fax Setup, and then press OK.
The Advanced Fax Setup menu appears.
3.Press the down arrow button to highlight Error Correction Mode, and then press OK.
The Error Correction Mode menu appears.
4.Press the down arrow button to highlight Off or On.
5.Press OK.
Cause:The phone line connection was noisy. Phone lines with poor sound quality (noise) can cause faxing
problems.
If this did not solve the issue, try the next solution.
Solution 8: Make sure extension phones or other equipment on the phone line are not in use
Solution:Make sure extension phones (phones on the same phone line, but not connected to the product) or
other equipment are not in use or off the hook. For example, you cannot use the product 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.
Cause:Other equipment that uses the same phone line as the product might have been in use.
If this did not solve the issue, try the next solution.
Solution 9: Make sure the product is connected to an analog phone line
Solution:Make sure you connect the product 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
product to an analog phone line and try sending or receiving a fax.
NOTE:If you are unsure of the kind of phone line you have (analog or digital), check with your service
provider.
Cause:The product might have been connected to a telephone wall jack that was set up for digital phones.
If this did not solve the issue, try the next solution.
Solution 10: If you use a DSL service, make sure you have a DSL filter installed
Solution:If you use a DSL service, make sure that you have a DSL filter connected or you will not be able to
fax successfully. The DSL service sends out a digital signal on the phone line that can interfere with the product,
preventing the product from sending and receiving faxes. The DSL filter removes the digital signal and allows
the product to communicate properly with the phone line.
To check if you already have a filter installed, listen to your phone line or dial tone. If you hear noise or static on
the line, you probably do not have a DSL filter installed, or it is installed incorrectly. Obtain a DSL filter from your
DSL provider. If you already have a DSL filter, make sure it is connected correctly.
Cause:The product shares the same phone line with a DSL service and a DSL filter was not connected.
If this did not solve the issue, try the next solution.
Solution 11: If you use a DSL service, make sure the DSL modem is properly grounded
Solution: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.
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							NOTE:For information on turning your DSL modem off, contact your DSL provider for support.
Completely remove power for at least 15 minutes, and then turn the DSL modem back on.
Listen to the dial tone again.
•If the dial tone sounds clear (no noise or static), try sending or receiving a fax.
NOTE:You might notice static on the phone line again in the future. If the product stops sending and
receiving faxes, repeat this process.
•If the phone line is still noisy, contact your phone company.
Cause:The product shares the same phone line with a DSL service and the DSL modem might not have been
properly grounded.
If this did not solve the issue, try the next solution.
Solution 12: If you use a PBX or ISDN converter, make sure you are using a port designated for
fax and phone use
Solution:Make sure the product is connected to the port that is designated for fax and phone use. Also, make
sure that the terminal adapter is set to the correct switch type for your country/region, if possible.
NOTE:Some ISDN systems allow you to configure the ports for specific phone equipment. For example,
you might have assigned one port for telephone and Group 3 fax and another port for multiple purposes. If
you have problems when connected to the fax/phone port of your ISDN converter, try using the port
designated for multiple purposes; it might be labeled multi-combi or something similar.
For more information on how to set up the product with a PBX phone system or ISDN line, see the printed
documentation that came with the product.
Cause:You were using either a PBX or an ISDN converter/terminal adapter.
If this did not solve the issue, try the next solution.
Solution 13: Check for and resolve any error messages
Solution: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 product will not send or receive a fax until the error condition is
resolved.
You can also check the status of the product by clicking Status in the HP Solution Center.
Cause:Another process caused an error in the product.
If this did not solve the issue, try the next solution.
Solution 14: Lower the fax speed
Solution:You might need to send and receive faxes at a slower rate. Try setting the Fax Speed to Medium
(14400) or Slow (9600) if you use one of the following:
•An Internet phone service
•A PBX system
•Fax over Internet Protocol (FoIP)
•An ISDN service
To set the fax speed from the control panel
1.Press Setup.
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							2.Press the down arrow button to highlight Advanced Fax Setup, and then press OK.
3.Press the down arrow button to highlight Fax Speed, and then press OK.
4.Press the down arrow button to select one of the following settings, and then press OK.
Fax speed settingFax speed
Fast (33600)v.34 (33600 baud)
Medium (14400)v.17 (14400 baud)
Slow (9600)v.29 (9600 baud)
Cause:The Fax Speed setting was set too fast.
If this did not solve the issue, try the next solution.
Solution 15: If you are faxing over the Internet using IP phone, resend the fax at a later time
Solution:Try resending your fax at a later time. Also, make sure your Internet service provider supports faxing
over the Internet.
If the problem persists, contact your Internet service provider.
Cause:You were faxing over the Internet using an IP phone, and there was a problem with the transmission.
The product cannot send faxes, but can receive faxes
Try the following solutions to resolve the issue. Solutions are listed in order, with the most likely solution first. If the
first solution does not solve the problem, continue trying the remaining solutions until the issue is resolved.
•
Solution 1: Make sure the product is set up for faxing correctly
•
Solution 2: Check the fax number
•
Solution 3: Dial the fax number more slowly
•
Solution 4: Check the receiving fax machine for problems
Solution 1: Make sure the product is set up for faxing correctly
Solution:Make sure you set up the product properly for faxing, based on the equipment and services you
have on the same phone line as the product. For more information, see 
Set up the HP Photosmart for faxing.
Then, run a fax test to check the status of the product and to make sure you set it up properly.
To test your fax setup from the control panel
1.Load letter or A4 unused plain white paper into the input tray.
2.Press Setup.
3.Press the down arrow button to highlight Tools, and then press OK.
4.Press the down arrow button to highlight Run Fax Test, and then press OK.
The HP Photosmart displays the status of the test on the display and prints a report.
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							5.Review the report.
• If the test passes and you are still having problems faxing, check the fax settings listed in the report to
verify the settings are correct. A blank or incorrect fax setting can cause problems faxing.
• If the test fails, review the report for more information on how to fix any problems found.
6.After you pick up the fax report from the HP Photosmart, press OK.
If necessary, resolve any problems found and rerun the test.
The product prints a report with the results of the test. If the test fails, review the report for information on how
to fix the problem.
For more information, see:
•
The fax test failed
Cause:The product was not set up properly for faxing.
If this did not solve the issue, try the next solution.
Solution 2: Check the fax number
Solution:Check to see that the fax number you entered is correct and in the proper format. For example, you
might need to dial a 9 prefix, depending on your phone system.
If your phone line has a PBX system, make sure you are dialing the number for an outside line before dialing
the fax number.
Cause:The number you entered when sending the fax was not in the proper format.
If this did not solve the issue, try the next solution.
Solution 3: Dial the fax number more slowly
Solution:Insert some pauses in the number sequence to slow the dialing pace. 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 the symbols button on the keypad (indicated by an asterisk)
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
Cause:The product might have been dialing too fast or too soon.
If this did not solve the issue, try the next solution.
Solution 4: Check the receiving fax machine for problems
Solution:Try calling the fax number from a telephone and listen for fax tones. If you cannot hear fax tones,
the receiving fax 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.
Cause:The receiving fax machine was having problems.
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							The product is having problems sending a manual fax
Try the following solutions to resolve the issue. Solutions are listed in order, with the most likely solution first. If the
first solution does not solve the problem, continue trying the remaining solutions until the issue is resolved.
•
Solution 1: Ensure that the receiving fax machine can receive a manual fax
•
Solution 2: Connect the telephone to the correct port
•
Solution 3: Start sending the fax within 3 seconds of hearing fax tones
•
Solution 4: Lower the fax speed
Solution 1: Ensure that the receiving fax machine can receive a manual fax
Solution:Check with the recipient to see if their fax machine can receive faxes manually.
Cause:The recipients fax machine does not support manual faxing.
If this did not solve the issue, try the next solution.
Solution 2: Connect the telephone to the correct port
Solution
NOTE:This possible solution applies only in the countries/regions that receive a 2-wire phone cord in the
box with the product, 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.
To send a fax manually, the telephone must be connected directly to the port labeled 2-EXT on the product, as
shown below.
1Telephone wall jack
2Use the phone cord supplied in the box with the product
3Telephone
For more information on setting up the product with your telephone, see the printed documentation that came
with the product.
Cause:The telephone used to initiate the fax call was not connected directly to the product or was not
connected properly.
If this did not solve the issue, try the next solution.
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							Solution 3: Start sending the fax within 3 seconds of hearing fax tones
Solution:If you are sending a fax manually, make sure that you press Start Fax within three seconds of
hearing the recipients fax tones, otherwise the transmission might fail.
Cause:You did not press Start Fax within three seconds of hearing fax tones.
If this did not solve the issue, try the next solution.
Solution 4: Lower the fax speed
Solution:You might need to send and receive faxes at a slower rate. Try setting the Fax Speed to Medium
(14400) or Slow (9600) if you use one of the following:
•An Internet phone service
•A PBX system
•Fax over Internet Protocol (FoIP)
•An ISDN service
To set the fax speed from the control panel
1.Press Setup.
2.Press the down arrow button to highlight Advanced Fax Setup, and then press OK.
3.Press the down arrow button to highlight Fax Speed, and then press OK.
4.Press the down arrow button to select one of the following settings, and then press OK.
Fax speed settingFax speed
Fast (33600)v.34 (33600 baud)
Medium (14400)v.17 (14400 baud)
Slow (9600)v.29 (9600 baud)
Cause:The Fax Speed setting might have been set too fast.
Pages of a fax I sent are missing
Try the following solutions to resolve the issue. Solutions are listed in order, with the most likely solution first. If the
first solution does not solve the problem, continue trying the remaining solutions until the issue is resolved.
•
Solution 1: Check the receiving fax machine for problems
•
Solution 2: Check the phone line for noise
•
Solution 3: Verify multiple pages are not being picked up from the document feeeder
Solution 1: Check the receiving fax machine for problems
Solution:Try calling the fax number from a telephone and listen for fax tones. If you cannot hear fax tones,
the receiving fax 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.
Cause:The receiving fax machine was having problems.
Solution 2: Check the phone line for noise
Solution: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 the failure was due to noise on the phone line, contact the sender to
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							have them resend the fax. The quality might be better when you try again. If the problem persists, turn Error
Correction Mode (ECM) off and contact your telephone company.
To change the ECM setting from the control panel
1.Press Setup.
2.Press the down arrow button to highlight Advanced Fax Setup, and then press OK.
The Advanced Fax Setup menu appears.
3.Press the down arrow button to highlight Error Correction Mode, and then press OK.
The Error Correction Mode menu appears.
4.Press the down arrow button to highlight Off or On.
5.Press OK.
Cause:The phone line connection was noisy. Phone lines with poor sound quality (noise) can cause faxing
problems.
If this did not solve the issue, try the next solution.
Solution 3: Verify multiple pages are not being picked up from the document feeeder
Solution:Print a Last Transaction report to verify the number of pages that were sent. If two or more pages
stuck together and were fed into the document feeder tray at the same time, the number of pages in the report
would not match the actual number of pages. If the number of pages listed in the report does not match the
actual number of pages, you might need to clean the separator pad in the automatic document feeder.
To print a Last Transaction report
1.Press Setup.
2.Press the down arrow button until Print Report is highlighted, and then press OK.
3.Press the down arrow button until Last Transaction is highlighted, and then press OK.
Cause:Two or more pages were fed through the document feeder tray at the same time.
The quality of the fax I sent is poor
Try the following solutions to resolve the issue. Solutions are listed in order, with the most likely solution first. If the
first solution does not solve the problem, continue trying the remaining solutions until the issue is resolved.
•
Solution 1: Check the phone line for noise
•
Solution 2: Increase the fax resolution
•
Solution 3: Make sure the glass is clean
•
Solution 4: Check the receiving fax machine for problems
•
Solution 5: Use the Lighter/Darker setting to darken the original when sending the fax
Solution 1: Check the phone line for noise
Solution: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 the failure was due to noise on the phone line, contact the sender to
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							have them resend the fax. The quality might be better when you try again. If the problem persists, turn Error
Correction Mode (ECM) off and contact your telephone company.
To change the ECM setting from the control panel
1.Press Setup.
2.Press the down arrow button to highlight Advanced Fax Setup, and then press OK.
The Advanced Fax Setup menu appears.
3.Press the down arrow button to highlight Error Correction Mode, and then press OK.
The Error Correction Mode menu appears.
4.Press the down arrow button to highlight Off or On.
5.Press OK.
Cause:The phone line connection was noisy. Phone lines with poor sound quality (noise) can cause faxing
problems.
If this did not solve the issue, try the next solution.
Solution 2: Increase the fax resolution
Solution:For the highest-quality fax, change the fax resolution to Fine, Very Fine (if available), or Photo.
Cause:The fax resolution setting was set to a low resolution, such as Standard.
If this did not solve the issue, try the next solution.
Solution 3: Make sure the glass is clean
Solution:If you are sending a fax from the glass, make a copy to check the quality of the printout. If the quality
of the printout is poor, clean the glass.
Cause:The glass of the product might have been dirty.
If this did not solve the issue, try the next solution.
Solution 4: Check the receiving fax machine for problems
Solution:Try calling the fax number from a telephone and listen for fax tones. If you cannot hear fax tones,
the receiving fax 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.
Cause:The receiving fax machine was having problems.
Solution 5: Use the Lighter/Darker setting to darken the original when sending the fax
Solution:Make a copy to check the quality of the printout. If the printout is too light, you can darken it by
adjusting the Lighter/Darker setting when sending the fax.
Cause:The Lighter/Darker setting might have been set too light. If you were sending a faded, washed out,
or handwritten fax, or a document with a watermark (such as a red seal or stamp), you can change the Lighter/
Darker setting to send the fax darker than the original.
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