HP Photosmart Premium C309 User Manual

							Parts of a fax I sent are cut off
Solution:Make sure the receiving fax machine can accept the paper size you are using. If not, ask the recipient
if the receiving fax machine has a fit to page setting they can use to reduce the incoming fax to fit standard paper
size such as letter or A4.
Cause:Some fax machines cannot accept faxes larger than letter or A4 paper. The fax was larger than letter
or A4 paper.
The fax I sent was blank when it was received
Solution:Load your original print side down on the right front corner of the glass.
Cause:The original was not loaded or was loaded incorrectly.
Fax transmission is slow
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: Send the fax in black and white
•
Solution 2: Lower the fax resolution
•
Solution 3: Check the phone line for noise
•
Solution 4: Check the receiving fax machine for problems
•
Solution 5: Increase the fax speed
Solution 1: Send the fax in black and white
Solution:Sending a fax in color can take longer than sending a black-and-white fax. Try sending the fax in
black and white.
Cause:You were sending a fax in color.
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							If this did not solve the issue, try the next solution.
Solution 2: Lower the fax resolution
Solution:For faster transmission, use Standard resolution. This setting provides the fastest possible
transmission with the lowest quality of fax. The default resolution is Fine, which can take longer to send.
Cause:The document contained a lot of graphics or had very fine detail.
If this did not solve the issue, try the next solution.
Solution 3: 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.
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 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: Increase the fax speed
Solution:Make sure the Fax Speed option is set to Fast (33600) or Medium (14400).
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 option was set to a slow transmission speed.
Fax tones are recorded on my answering machine
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 answering machine is connected to the correct port
•
Solution 2: Set up the product to answer faxes automatically
Solution 1: Make sure the answering machine is connected 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.
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 product 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 product
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							Make sure the product is set to receive faxes automatically and that the number of rings to wait setting is correct.
The number of rings to wait for the product should be greater than the number of rings to answer for the answering
machine. If the answering machine and the product 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 product 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 product will monitor the line. If the product detects fax tones, the product will receive
the fax. If the call is a voice call, the answering machine will record the incoming message.
For more information on setting up the product when you have an answering machine, see 
Set up the
HP Photosmart for faxing.
Cause:The answering machine was not set up properly with the product or the number or rings to wait setting
was not correct.
If this did not solve the issue, try the next solution.
Solution 2: Set up the product to answer faxes automatically
Solution:Set up the product to answer incoming calls automatically by turning on Auto Answer. If it is turned
off, the product 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 product when you have an answering machine, see the printed
documentation that came with the product.
Cause:The product was set up to receive faxes manually, which means that the product would not answer
incoming calls. You must be available to respond in person to incoming fax calls, or the product will not receive
the fax and your answering machine will record the fax tones.
The product cannot receive faxes, but can send 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 Auto Answer setting
•
Solution 3: Set the product to answer faxes manually
•
Solution 4: If you have a computer dial-up modem on the same phone line as the product, make sure the modem
software is not intercepting the fax
•
Solution 5: If you have an answering machine on the same phone line as the product, record a new outgoing
message
•
Solution 6: If you have an answering machine on the same phone line as the product, make sure it is connected
to the correct port
•
Solution 7: If you use a distintive ring service, make sure the Distinctive Ring setting matches the ring pattern
for your fax number
•
Solution 8: If you do not use a distintive ring service, make sure the Distinctive Ring setting is set to All Rings
•
Solution 9: Make sure other equipment on the phone line is not reducing the fax signal
•
Solution 10: Clear the memory of the product
•
Solution 11: Check for error messages on the display
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.
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							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.
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 Auto Answer setting
Solution:Depending on your office setup, you might be able to set the product to answer incoming calls
automatically. To find out what the recommended answer mode is for your office setup, see the printed
documentation that came with the product.
If you must have Auto Answer off, you will need to press Start Fax to receive a fax.
Cause: Auto Answer was turned off, which means that the product would not answer incoming calls. You
must be available to respond in person to incoming fax calls in order to receive faxes.
If this did not solve the issue, try the next solution.
Solution 3: Set the product to answer faxes manually
Solution:Set the product to answer faxes manually. You cannot receive faxes automatically if you have a
voice mail service at the same phone number you use for fax calls. You must receive faxes manually; this means
you must be available to respond in person to incoming fax calls.
For more information on how to set up the product when you have a voice mail service, see the printed
documentation that came with the product.
Cause:You subscribed to a voice mail service at the same phone number you used for fax calls.
If this did not solve the issue, try the next solution.
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							Solution 4: If you have a computer dial-up modem on the same phone line as the product, make
sure the modem software is not intercepting the fax
Solution:If you have a computer dial-up modem on the same phone line as the product, 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 product
from receiving fax calls.
Cause:You had a computer dial-up modem on the same phone line as the product.
If this did not solve the issue, try the next solution.
Solution 5: If you have an answering machine on the same phone line as the product, record a
new outgoing message
Solution: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.
Cause:If you had an answering machine on the same phone line with the product, you might have had one
of the following problems:
•Your outgoing message might have been too long or too loud to allow the product to detect fax tones, and
the sending fax machine might have disconnected.
•Your answering machine might not have had enough quiet time after your outgoing message to allow the
product to detect fax tones. This problem is most common with digital answering machines.
If this did not solve the issue, try the next solution.
Solution 6: If you have an answering machine on the same phone line as the product, make sure
it is connected 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.
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 product using the port labeled 2-EXT, as shown below. You also need to set
the correct number of rings to answer for both the answering machine and product.
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							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 product
Make sure the product is set to receive faxes automatically and that the number of rings to wait setting is correct.
The number of rings to answer for the product 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 product to answer in the
maximum number of rings supported by your product. (The maximum number of rings varies by country/region.)
In this setup, the answering machine will answer the call and the product will monitor the line. If the product
detects fax tones, the product will receive the fax. If the call is a voice call, the answering machine will record
the incoming message.
For more information on setting up the product, see 
Set up the HP Photosmart for faxing.
Cause:The answering machine was not set up properly with the product.
If this did not solve the issue, try the next solution.
Solution 7: If you use a distintive ring service, make sure the Distinctive Ring setting matches
the ring pattern for your fax number
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 product 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 product 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 product is set
to All Rings.
Cause:You had 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 product did not match.
If this did not solve the issue, try the next solution.
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							Solution 8: If you do not use a distintive ring service, make sure the Distinctive Ring setting is
set to All Rings
Solution:If you are not using a distinctive ring service, make sure that the Distinctive Ring setting on the
product is set to All Rings.
Cause:The Distinctive Ring setting was not set to All Rings (and you were not using a distinctive ring
service).
If this did not solve the issue, try the next solution.
Solution 9: Make sure other equipment on the phone line is not reducing the fax signal
Solution:If the product 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.
•If you are using a splitter or extension cables, try removing them and connecting the product directly to the
telephone wall jack.
•To find out if other equipment is causing a problem, disconnect everything except the product 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 fax signal level might not have been strong enough, which can cause fax reception problems.
If this did not solve the issue, try the next solution.
Solution 10: Clear the memory of the product
Solution:If Backup Fax Reception is enabled and there is an error condition on the product, the memory
might become full of faxes that have not yet been printed and the product will stop answering calls. If an error
condition exists that is preventing the product from printing faxes, review the display for information on the error
condition. Make sure:
•The product is on. Press the On button to turn on the product.
•The product is set up correctly for faxing. See the printed documentation for more information.
•There is paper loaded in the input tray.
•There is no paper jam.
•The print carriage is not stalled or blocked. Turn off the product, remove any objects that are blocking the
print cartridge carriage (including any packing materials), and then turn on the product again.
•The print cartridge door is closed. If not, close the print cartridge door, as shown below:
Resolve any problems found. The product 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 product.
Cause:The memory of the product was full.
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							If this did not solve the issue, try the next solution.
Solution 11: Check for error messages on the display
Solution:If an error condition exists that is preventing the product from printing faxes, review the display for
information on the error condition. Make sure:
•The product is on. Press the On button to turn on the product.
•The product is set up correctly for faxing. See the printed documentation for more information.
•There is paper loaded in the input tray.
•There is no paper jam.
•The print carriage is not stalled or blocked. Turn off the product, remove any objects that are blocking the
print cartridge carriage (including any packing materials), and then turn on the product again.
•The print cartridge door is closed. If not, close the print cartridge door, as shown below:
NOTE:If the product has an alignment message, you might be able to press the button next to OK to clear
the message and resume faxing.
After you resolve any problems found, the product can begin answering incoming fax calls.
Cause:An error condition was preventing the product from receiving faxes and Backup Fax Reception was
set to Off.
The product is having problems receiving 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: Lower the fax speed
•
Solution 2: Check for error messages on the display
Solution 1: 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 might have been set too fast.
If this did not solve the issue, try the next solution.
Solution 2: Check for error messages on the display
Solution:If an error condition exists that is preventing the product from printing faxes, review the display for
information on the error condition. Make sure:
•The product is on. Press the On button to turn on the product.
•The product is set up correctly for faxing. See the printed documentation for more information.
•There is paper loaded in the input tray.
•There is no paper jam.
•The print carriage is not stalled or blocked. Turn off the product, remove any objects that are blocking the
print cartridge carriage (including any packing materials), and then turn on the product again.
•The print cartridge door is closed. If not, close the print cartridge door, as shown below:
NOTE:If the product has an alignment message, you might be able to press the button next to OK to clear
the message and resume faxing.
After you resolve any problems found, the product can begin answering incoming fax calls.
Cause:An error condition was preventing the product from receiving faxes and Backup Fax Reception was
set to Off.
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