HP Photosmart Premium C309 User Manual

							The product is not answering incoming fax calls
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: Turn on the product
•
Solution 2: Check the Auto Answer setting
•
Solution 3: If you use a distintive ring service, make sure the Distinctive Ring setting matches the ring pattern
for your fax number
•
Solution 4: If you do not use a distintive ring service, make sure the Distinctive Ring setting is set to All Rings
•
Solution 5: Clear the memory of the product
•
Solution 6: Check for error messages on the display
Solution 1: Turn on the product
Solution:Look at the display on the product. If the display is blank and the On light is not lit, the product is
turned off. Make sure the power cord is firmly connected to the product and plugged into a power outlet. Press
the On button to turn on the product.
Cause:The product was turned off.
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: 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 4: 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 5: 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.
If this did not solve the issue, try the next solution.
Solution 6: 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:
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							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.
Pages of a fax I received 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: Load paper in the input tray
•
Solution 2: Check the sending fax machine for problems
Solution 1: Load paper in the input tray
Solution:Make sure you have paper loaded correctly.
If you have Backup Fax Reception enabled, the product might have stored the fax in memory upon reception.
After you have correctly loaded the paper in the input tray, the product automatically begins printing all the
unprinted faxes from memory, in the order they were received. If you do not have Backup Fax Reception
enabled, or if the fax was not stored in memory for some reason (for example, if the product was out of memory),
you will need to contact the sender and ask for the fax to be resent.
For more information, see:
•
Load media
Cause:The paper was not loaded correctly in the input tray.
If this did not solve the issue, try the next solution.
Solution 2: Check the sending fax machine for problems
Solution:Check with the sender to find out how many pages were sent. The sending fax machine might have
failed to feed each page of the original.
Cause:The sending fax machine was having problems.
Faxes are received but do not print
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: Clear any paper jams and make sure paper is loaded in the input tray
•
Solution 2: Check for error messages on the display
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							Solution 1: Clear any paper jams and make sure paper is loaded in the input tray
Solution:The product might have a paper jam or be out of paper. If you have Backup Fax Reception enabled,
the product might have stored the fax in memory upon reception. After clearing the paper jam or loading paper
in the input tray, the product automatically begins printing all the unprinted faxes from memory, in the order they
were received. If you do not have Backup Fax Reception enabled, or if the fax was not stored in memory for
some reason (for example, if the product was out of memory), ask the sender to resend the fax.
For more information, see:
•
Load media
Cause:The product had a paper jam or was out of paper.
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.
Parts of a fax I received are cut off
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 sending fax machine for problems
•
Solution 2: Make sure paper is loaded in the input tray
Solution 1: Check the sending fax machine for problems
Solution:Check with the sender to see if the sending fax machine is having problems.
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							Cause:The sending fax machine had a problem.
If this did not solve the issue, try the next solution.
Solution 2: Make sure paper is loaded in the input tray
Solution:Make sure you have paper loaded correctly.
For more information, see:
•
Load media
Cause:The paper-width guide was not positioned correctly.
If this did not solve the issue, try the next solution.
The fax I received is blank
Solution:Check with the sender to see if the sending fax machine is having problems.
Cause:The sending fax machine had a problem.
The computer to which I am connecting has only one phone port
Solution: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.
If your computer has only one phone port, you will need to purchase a parallel splitter (also called a coupler),
as shown below. (A parallel splitter has one RJ-11 port on the front and two RJ-11 ports on the back. Do not
use a 2-line phone splitter, a serial splitter, or a parallel splitter which has two RJ-11 ports on the front and a
plug on the back.)
Example of a parallel splitter
To set up the product on a shared fax/voice line with a computer dial-up modem
1.Find the phone cord that connects from the back of your computer (your computer dial-up modem) to a
telephone wall jack. Disconnect the cord from the telephone wall jack and plug it into the port labeled 2-EXT
on the back of the product.
2.Using the phone cord supplied in the box with the product, connect one end to your telephone wall jack, then
connect the other end to the port labeled 1-LINE on the back of the product.
NOTE:If you do not use the supplied cord to connect from the telephone wall jack to the product, you
might not be able to fax successfully. This special phone cord is different from the phone cords you might
already have in your home or office.
3.Remove the white plug from the port labeled 2-EXT on the back of the product.
4.Using another phone cord, connect one end to the port labeled 2-EXT on the back of the product. Connect
the other end of the phone cord to the parallel splitter on the side with the single phone port.
5.Unplug your computer modem from the telephone wall jack, and connect it to the parallel splitter on the side
with two phone ports.
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							6.If your modem software is set to receive faxes to your computer automatically, turn off that setting.
NOTE:If you do not turn off the automatic fax reception setting in your modem software, the product
will not be able to receive faxes.
7.(Optional) Connect a phone to the other open phone port on the parallel splitter.
Back view of the product
1Telephone wall jack
2Phone cord connected to the 2-EXT port
3Parallel splitter
4Telephone (optional)
5Computer with modem
6Phone cord supplied in the box with the product connected to the 1-LINE port
8.Now you need to decide how you want the product to answer calls, automatically or manually:
• If you set up the product to answer calls automatically, it answers all incoming calls and receives faxes.
The product will not be able to distinguish between fax and voice calls in this case; if you suspect the
call is a voice call, you will need to answer it before the product answers the call. To set up the product
to answer calls automatically, turn on the Auto Answer setting.
• If you set up the product to answer faxes manually, you must be available to respond in person to
incoming fax calls or the product cannot receive faxes. To set up the product to answer calls manually,
turn off the Auto Answer setting.
9.Run a fax test.
If you pick up the phone before the product answers the call and hear fax tones from a sending fax machine,
you will need to answer the fax call manually.
To set up the product on a shared fax/voice line with a computer dial-up modem and answering machine
1.Find the phone cord that connects from the back of your computer (your computer dial-up modem) to a
telephone wall jack. Disconnect the cord from the telephone wall jack and plug it into the port labeled 2-EXT
on the back of the product.
2.Using the phone cord supplied in the box with the product, connect one end to your telephone wall jack, then
connect the other end to the port labeled 1-LINE on the back of the product.
NOTE:If you do not use the supplied cord to connect from the telephone wall jack to the product, you
might not be able to fax successfully. This special phone cord is different from the phone cords you might
already have in your home or office.
3.Remove the white plug from the port labeled 2-EXT on the back of the product.
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							4.Using another phone cord, connect one end to the port labeled 2-EXT on the back of the product. Connect
the other end of the phone cord to the parallel splitter on the side with the single phone port.
5.Unplug your computer modem from the telephone wall jack, and connect it to the parallel splitter on the side
with two phone ports.
6.Connect your answering machine to the other open phone port on the parallel splitter.
NOTE:If you do not connect your answering machine in this way, fax tones from a sending fax machine
might be recorded on your answering machine, and you might not be able to receive faxes with the
product.
7.(Optional) If your answering machine does not have a built-in phone, for convenience you might want to
connect a phone to the back of your answering machine at the OUT port.
Back view of the product
1Telephone wall jack
2Phone cord connected to the 2-EXT port
3Parallel splitter
4Telephone (optional)
5Answering machine
6Computer with modem
7Phone cord supplied in the box with the product connected to the 1-LINE port
8.If your modem software is set to receive faxes to your computer automatically, turn off that setting.
NOTE:If you do not turn off the automatic fax reception setting in your modem software, the product
will not be able to receive faxes.
9.Turn on the Auto Answer setting.
10.Change the number of rings to wait on the product to the maximum number of rings supported by your
product. (The maximum number of rings varies by country/region.)
11.Set your answering machine to answer after a low number of rings.
12.Run a fax test.
When the phone rings, your answering machine will answer after the number of rings you have set, and then
play your recorded greeting. The product monitors the call during this time, listening for fax tones. If incoming
fax tones are detected, the product will emit fax reception tones and receive the fax; if there are no fax tones,
the product stops monitoring the line and your answering machine can record a voice message.
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							To set up the product on a shared fax/voice line with a computer dial-up modem and voice mail service
1.Find the phone cord that connects from the back of your computer (your computer dial-up modem) to a
telephone wall jack. Disconnect the cord from the telephone wall jack and plug it into the port labeled 2-EXT
on the back of the product.
2.Using the phone cord supplied in the box with the product, connect one end to your telephone wall jack, then
connect the other end to the port labeled 1-LINE on the back of the product.
NOTE:If you do not use the supplied cord to connect from the telephone wall jack to the product, you
might not be able to fax successfully. This special phone cord is different from the phone cords you might
already have in your home or office.
3.Remove the white plug from the port labeled 2-EXT on the back of the product.
4.Using another phone cord, connect one end to the port labeled 2-EXT on the back of the product. Connect
the other end of the phone cord to the parallel splitter on the side with the single phone port.
5.Unplug your computer modem from the telephone wall jack, and connect it to the parallel splitter on the side
with two phone ports.
6.If your modem software is set to receive faxes to your computer automatically, turn off that setting.
NOTE:If you do not turn off the automatic fax reception setting in your modem software, the product
will not be able to receive faxes.
7.(Optional) Connect a phone to the other open phone port on the parallel splitter.
Back view of the product
1Telephone wall jack
2Phone cord connected to the 2-EXT port
3Parallel splitter
4Telephone (optional)
5Computer with modem
6Phone cord supplied in the box with the product connected to the 1-LINE port
8.Turn off the Auto Answer setting.
9.Run a fax test.
If you pick up the phone before the product answers the call and hear fax tones from a sending fax machine,
you will need to answer the fax call manually.
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							I hear static on my telephone line since connecting the product
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: Try removing the splitter
•
Solution 3: Try another power outlet
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.
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: 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 3: Try another power outlet
Solution:Try connecting to another power outlet.
Cause:You were not using a proper power outlet for the product.
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							The fax test failed
If you tried to run the fax test from your computer and the fax test failed to run, the product might be busy with another
task or have an error condition preventing it from running the fax test.
What to check
•The product is set up properly, connected to a power supply, and is connected to your computer. For more
information on setting up the product, see the Setup Guide that came with the product.
•The product is turned on. If it is not, press the On button to turn on the product.
•The print cartridges are installed correctly, the print cartridge carriage is not blocked, and the print cartridge door
is closed.
•The product is not currently busy with another task such as aligning the printer. Check the display. If the product
is busy, wait until it completes the current task and run the fax test again.
•The rear door is attached to the back of the product.
•There are no error messages on the display. If there is an error message, resolve the problem and run the fax
test again.
If you run the fax test and the product reports that the test failed, read the following information carefully to determine
how to correct any problems with your fax setup. Different portions of the fax test might fail for different reasons.
•
The Fax Hardware Test failed
•
The Fax Connected to Active Telephone Wall Jack test failed
•
The Phone Cord Connected to Correct Port on Fax test failed
•
The Using Correct Type of Phone Cord with Fax test failed
•
The Fax Line Condition test failed
•
The Dial Tone Detection test failed
The Fax Hardware Test failed
Solution
•Turn off the product by pressing the On button located on the control panel and then unplug the power cord
from the back of the product. After a few seconds, plug the power cord back in and turn the power on. Run
the test again. If the test fails again, continue reviewing the troubleshooting information in this section.
NOTE:Depending how long the product is unplugged, the date and time might be erased. You might
need to reset the date and time later, when you plug the power cord back in.
•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, make sure the product is not busy completing another
task, such as making a copy. Check the display for a message indicating that the product is busy. If it is
busy, wait until it is finished and in the idle state, before running the test.
After you resolve any problems found, run the fax test again to make sure it passes and the product 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 product to make sure the phone cord is
secure.
•Make sure you use the phone cord that came with the product. If you do not use the supplied phone cord to
connect from the telephone wall jack to the product, you might not be able to send or receive faxes. After
you plug in the phone cord that came with the product, run the fax test again.
•Make sure you have correctly connected the product to the telephone wall jack. Using the phone cord
supplied in the box with the product, connect one end to your telephone wall jack, then connect the other
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