HP Officejet Pro L7550 - The fax 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 "Dial Tone Detection" test failed

•

The "Fax Line Condition" test failed

The "Fax Hardware Test" failed

Solution:
•

Turn off the device by using the Power button located on the control panel and
then unplug the power cord from the back of the device. 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 Fax
Setup Utility (Mac OS), make sure the device is not busy completing another
task, such as receiving a fax or making a copy. Check the display for a
message indicating that the device 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 device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or receive faxes. After you plug in the phone
cord that came with the device, 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 device directly to the telephone wall jack.

After you resolve any problems found, run the fax test again to make sure it
passes and the device 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 device to make
sure the phone cord is secure.

•

Make sure you use the phone cord that came with the device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or receive faxes. After you plug in the phone
cord that came with the device, run the fax test again.

Solve fax problems

175

•

Make sure you have correctly connected the device to the telephone wall jack.
Using the phone cord supplied in the box with the device, connect one end to
your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the device. For more information on setting up the device for
faxing, see

Set up faxing for the device (some models only)

.

•

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 device 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 device 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 device 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 device, connect one end to

your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the device.

NOTE:

If you use the 2-EXT port to connect to the telephone wall jack,

you will not be able to send or receive faxes. The 2-EXT port should only
be used to connect other equipment, such as an answering machine or a
telephone.

Figure 10-1 Back view of the device

1 Telephone wall jack

2 Use the phone cord supplied in the box with the device to connect to the "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 device is ready for faxing.

3. Try to send or receive a test fax.
•

Make sure you use the phone cord that came with the device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or receive faxes. After you plug in the phone
cord that came with the device, 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 device 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 device to
connect 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 device, and the other
end to your telephone wall jack, as shown below.

1 Telephone wall jack

2 Use the phone cord supplied in the box with the device to connect to the "1-LINE"

port

If the phone cord that came with the device 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 will 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 device to make
sure the phone cord is secure.

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177

•

Make sure you use the phone cord that came with the device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or receive faxes. After you plug in the phone
cord that came with the device, 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 device directly to the telephone wall jack.

The "Dial Tone Detection" test failed

Solution:
•

Other equipment, which uses the same phone line as the device, 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
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 device 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 device to the telephone wall jack.
Using the phone cord supplied in the box with the device, connect one end to
your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the device.

•

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 device 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 will 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 device 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 device to an analog phone line and try sending or receiving a fax.

•

Make sure you use the phone cord that came with the device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or receive faxes. After you plug in the phone
cord that came with the device, run the fax test again.

After you resolve any problems found, run the fax test again to make sure it
passes and the device 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 failed

Solution:
•

Make sure you connect the device 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 device to an analog phone line and try sending or receiving a fax.

•

Check the connection between the telephone wall jack and the device to make
sure the phone cord is secure.

•

Make sure you have correctly connected the device to the telephone wall jack.
Using the phone cord supplied in the box with the device, connect one end to
your telephone wall jack, then connect the other end to the port labeled 1-LINE
on the back of the device.

•

Other equipment, which uses the same phone line as the device, 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 device 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 device directly to the telephone wall jack.

•

Make sure you use the phone cord that came with the device. If you do not use
the supplied phone cord to connect from the telephone wall jack to the device,
you might not be able to send or receive faxes. After you plug in the phone
cord that came with the device, run the fax test again.

After you resolve any problems found, run the fax test again to make sure it
passes and the device 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 device to connect the device to your phone line.
If the phone cord that came with the device is not long enough, you can use a
coupler to extend the length. You can purchase a coupler at an electronics store

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179

that carries phone accessories. You will 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 device might be
in use. Make sure extension phones (phones on the same phone line, but not
connected to the device) or other equipment are not in use or off the hook. For
example, you cannot use the device 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.

The device is having problems sending and receiving faxes

Solution: Make sure the device is turned on. Look at the display on the device. If
the display is blank and the Power light is not lit, the device is turned off. Make
sure the power cord is firmly connected to the device and plugged into a power
outlet. Press the Power button to turn on the device.
After turning on the device, HP recommends you wait five minutes before sending
or receiving a fax. The device cannot send or receive faxes while it is initializing
after being turned on.

Solution:
•

Make sure you used the phone cord supplied in the box with the device to
connect 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 device and the other
end to your telephone wall jack, as shown below.

1 Telephone wall jack

2 Use the phone cord supplied in the box with the device to connect to the "1-LINE"

port

If the phone cord that came with the device 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 will also need another phone cord,

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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 device 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 device, might be in
use. For example, you cannot use the device for faxing if an extension phone
is off the hook, or if you are using a computer dial-up modem to send an e-mail
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 device will not 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 the onscreen Help. 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 will not be able to fax successfully. For
more information, see

Case B: Set up the device with DSL

.

•

Make sure the device is not connected to a telephone wall jack that is set up
for 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
device 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

Case C: Set up the device with a PBX phone system or an ISDN line

.

•

If the device shares the same phone line with a DSL service, the DSL modem
might not be properly grounded. 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 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

device 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 device directly to the telephone wall jack.

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181

The device 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 device, 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 the telephone you use to initiate the fax call is connected directly to
the device. To send a fax manually, the telephone must be connected directly
to the port labeled 2-EXT on the device, as shown below.

1 Telephone wall jack

2 Use the phone cord supplied in the box with the device to connect to the "1-LINE"

port

3 Telephone

•

If you are sending a fax manually from your phone that is connected directly to
the device, you must use the keypad on the telephone to send the fax. You
cannot use the keypad on the control panel of the device.

NOTE:

If using a serial-type phone system, please connect your phone

directly on top of the device cable which has a wall plug attached to it.

The device cannot receive faxes, but can send faxes

Solution:
•

If you are not using a distinctive ring service, check to make sure that the
Distinctive Ring feature on the device is set to All Rings. For more
information, see

Change the answer ring pattern for distinctive ring

.

•

If Auto Answer is set to Off, you will need to receive faxes manually;
otherwise, the device will not receive the fax. For information on receiving
faxes manually, see

Receive a fax manually

.

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•

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 device when you have a voice mail service, see

Case F:

Shared voice/fax line with voice mail

. For information on receiving faxes

manually, see

Receive a fax manually

.

•

If you have a computer dial-up modem on the same phone line with the device,
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 device from receiving fax calls.

•

If you have an answering machine on the same phone line with the device, you
might have one of the following problems:
•

Your answering machine might not be set up properly with the device.

•

Your outgoing message might be too long or too loud to allow the device 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 device 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 device as
described in

Case I: Shared voice/fax line with answering machine

.

•

Make sure the device is set to receive faxes automatically. For information
on setting up the device to receive faxes automatically, see

Receive a fax

.

•

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

Set the number of

rings before answering

.

•

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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183

•

If the device 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.
To find out if other equipment is causing a problem, disconnect everything
except the device 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.

•

If you have a special ring pattern for your fax phone number (using a distinctive
ring service through your telephone company), make sure that the Distinctive
Ring feature on the device is set to match. For more information, see

Change

the answer ring pattern for distinctive ring

.

The device cannot send faxes, but can receive faxes

Solution:
•

The device might be dialing too fast or too soon. You might need to insert
some pauses in the number sequence. 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 Redial/Pause, or press the Space (#) button
repeatedly, 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 using monitor dialing

.

•

The number you entered when sending the fax is not in the proper format or
the receiving fax machine is having problems. To check this, try calling the fax
number from a telephone and listen for fax tones. If you cannot hear fax tones,
the receiving fax machine might not be turned on or connected, or a voice mail
service could be interfering with the recipient's phone line. You can also ask
the recipient to check the receiving fax machine for any problems.

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