troubleshooting information

 

 

problem

possible cause and solution

 

 

I have difficulties

• Make sure you have correctly connected the HP Officejet to the

when sending faxes

telephone wall jack, and correctly connected any additional

and when receiving

equipment and services that share the phone line with your

faxes

HP Officejet.

(continued)

Use the 1-LINE port on the back of the HP Officejet to connect to

 

the wall jack, and use the 2-EXT port to connect any other

 

equipment, such as a PC modem or an answering machine. For

 

more information and connection diagrams, see fax setup on

 

page 91.

 

• Using a telephone line splitter can cause faxing problems. (A

 

splitter is two-cord connector that plugs into a wall jack.) Try

 

removing the splitter and connecting the HP Officejet directly to the

 

telephone wall jack.

 

• Check that the telephone wall jack has a working telephone line by

 

plugging in a phone and checking for a dial tone.

 

• Telephone lines with poor sound quality (noise) can cause faxing

 

problems. Check the sound quality of the telephone line by

 

plugging a phone into the wall jack and listening for static or other

 

noise. If you hear noise, turn off the Error Correction Mode (ECM)

 

feature on your HP Officejet and try faxing again. For information,

 

see use error correction mode on page 49. Also contact your

 

phone company to report the noise problem on your line.

 

• Other equipment using the same telephone line as the HP Officejet

 

might be in use. For example, you cannot use your HP Officejet for

 

faxing if an extension phone is off-hook, or if you are using your PC

 

modem to e-mail or access the Internet.

 

• If you are using a digital subscriber line (DSL), make sure that you

 

have a DSL filter connected or you will not be able to fax

 

successfully. Obtain a DSL filter from your DSL provider. The DSL

 

filter removes the digital signal that blocks your HP Officejet from

 

communicating properly with the telephone line. For information on

 

how to connect the DSL filter, see faxing from a DSL line on

 

page 106.

 

• Check for error messages on the front panel display of your

 

HP Officejet. Until a product error condition is resolved, you will not

 

be able to send or receive faxes. For information on resolving error

 

conditions, see the hp officejet 5500 series troubleshooting section

 

in the onscreen hp photo & imaging help that came with your

 

software.

 

• If you are using either a PBX or an ISDN converter, make sure the

 

HP Officejet is connected to the port that is designated for fax and

 

phone use.

 

Note that some ISDN systems allow you to configure the ports for

 

specific phone equipment—for example, you might have assigned

 

one for telephone and Group 3 fax and another for multiple

 

purposes. If you continue to have problems when connected to the

 

fax/phone port, try using the port designated for multiple purposes

 

(might be labeled “multi-combi” or something similar).

troubleshooting

reference guide

121