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HP Color LaserJet Pro MFP M476 User Guide - Page 135

Solve fax problems, Fax troubleshooting checklist, Drivers & Software, Firmware

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Solve fax problems Fax troubleshooting checklist ● Several possible fixes are available. After each recommended action, retry faxing to see if the problem is resolved. ● For best results during fax problem solving, make sure the line from the product is connected directly to the wall phone port. Disconnect all other devices that are connected to the product. 1. Verify that the telephone cord is connected to the correct port on the back of the product. 2. Check the phone line by using the fax test: a. From the Home screen on the product control panel, touch the Setup button, and then touch the Service menu. b. Select the Fax Service menu. c. Select the Run Fax Test option. The product prints a fax test report. The report contains the following possible results: ● Pass: The report contains all of the current fax settings for review. ● Fail: The report indicates the nature of the error and contains suggestions for how to resolve the issue. 3. Verify that the product firmware is current: a. Print a configuration page from the control panel Reports menu to obtain the current firmware date code. b. Go to www.hp.com/go/support, click the Drivers & Software link, type the product name in the search field, press the ENTER button, and then select the product from the list of search results. c. Select the operating system. d. Under the Firmware section, locate the Firmware Update Utility. NOTE: Make sure to use the firmware update utility that is specific to the printer model. e. Click Download, click Run, and then click Run again. f. When the utility launches, select the product from the drop-down list, and then click Send Firmware. NOTE: To print a configuration page to verify the installed firmware version before or after the update process, click Print Config. g. Follow the on-screen instructions to complete the installation, and then click the Exit button to close the utility. 4. Verify that the fax was set up when the product software was installed. From the computer, in the HP program folder, run the Fax Setup Utility. 5. Verify that the telephone service supports analog fax. ENWW Solve fax problems 125

Section	Page
Product introduction	11
Product comparison	12
Product views	14
Product front view	14
Product back view	15
Interface ports	15
Control panel	16
Control-panel layout	16
Control-panel Home screen	16
Product hardware setup and software installation	18
Paper trays	19
Load Tray 1 (multipurpose tray)	20
Load Tray 2 or Tray 3.	22
Parts, supplies, and accessories	25
Order parts, accessories, and supplies	26
Parts and-supplies	26
Accessories	26
Replace the toner cartridges	27
Print	31
Print tasks (Windows)	32
How to print (Windows)	32
Automatically print on both sides (Windows)	34
Manually print on both sides (Windows)	35
Print multiple pages per sheet (Windows)	36
Select the paper type (Windows)	37
Additional print tasks	37
Print tasks (Mac OS X)	38
How to print (Mac OS X)	38
Automatically print on both sides (Mac OS X)	38
Manually print on both sides (Mac OS X)	38
Print multiple pages per sheet (Mac OS X)	39
Select the paper type (Mac OS X)	39
Additional print tasks	39
Mobile printing	40
HP Wireless Direct and NFC Printing	40
HP ePrint via email	41
HP ePrint software	41
AirPrint	42
Use walk-up USB printing	43
Copy	45
Make a copy	46
Copy on both sides (duplex)	47
Copy on both sides automatically	47
Copy on both sides manually	47
Scan	49
Scan by using the HP Scan software (Windows)	50
Scan by using the HP Scan software (Mac OS X)	51
Set up Scan to E-mail	52
Introduction	52
Use the Scan to E-Mail Wizard (Windows)	52
Set up the Scan to Email feature via the HP Embedded Web Server (Windows)	52
Set up the Scan to Email feature on a Mac	53
Set up Scan to Network Folder	55
Introduction	55
Use the Scan to Network Folder Wizard (Windows)	55
Set up the Scan to Network Folder feature via the HP Embedded Web Server (Windows)	55
Set up the Scan to Network Folder feature on a Mac	56
Scan to email	58
Scan to a network folder	59
Scan to a USB flash drive	60
Fax	61
Set up to send and receive faxes	62
Before starting	62
Step 1: Identify the phone connection type	62
Step 2: Set up the fax	63
Dedicated phone line	63
Shared voice/fax line	64
Shared voice/fax line with an answering machine	65
Step 3: Configure the fax time, date, and header	67
HP Fax Setup Wizard	67
Product control panel	67
HP Device Toolbox	68
HP Embedded Web Server	68
Step 4: Run a fax test	68
Send a fax	70
Fax from the flatbed scanner	70
Fax from the document feeder	71
Use speed dials and group-dial entries	71
Send a fax from the software	72
Send a fax from a third-party software program, such as Microsoft Word	72
Create, edit, and delete speed-dial entries	73
Use the control panel to create and edit the fax phone book	73
Use phone-book data from other programs	73
Delete phone book entries	73
Manage the product	75
Use HP Web Services applications	76
Change the product connection type (Windows)	77
HP Device Toolbox (Windows)	78
HP Utility for Mac OS X	80
Open HP Utility	80
HP Utility features	80
Use HP Web Jetadmin software	82
Configure IP network settings	83
Printer sharing disclaimer	83
View or change network settings	83
Rename the product on a network	83
Manually configure IPv4 TCP/IP parameters from the control panel	84
Advanced configuration with HP Embedded Web Server (EWS) and HP Device Toolbox (Windows)	85
Advanced configuration with HP Utility for Mac OS X	88
Open HP Utility	88
HP Utility features	88
HP Web Jetadmin	90
Product security features	91
Set or change the product password using the HP Embedded Web Server	91
Economy settings	92
Print with EconoMode	92
Set the Sleep Delay	92
Set the Auto Power Down delay	92
Update the firmware	94
Method one: Update the firmware using the control panel	94
Method two: Update the firmware using the Firmware Update Utility	95
Solve problems	97
Control-panel help system	98
Restore the factory-set defaults	99
A “Cartridge is low” or “Cartridge is very low” message displays on the product control panel	100
Change the “Very Low” settings	100
For products with fax capability	100
Order supplies	101
Product does not pick up paper or misfeeds	102
The product does not pick up paper	102
The product picks up multiple sheets of paper	102
The document feeder jams, skews, or picks up multiple sheets of paper	102
Clean the pickup rollers and separation pad in the document feeder	103
Clear jams	105
Jam locations	105
Experiencing frequent or recurring paper jams?	105
Clear jams in the document feeder	107
Clear jams in Tray 1	108
Clear jams in Tray 2	110
Clear jams in Tray 3	111
Clear jams in the duplexer	113
Clear jams in the output bin	115
Improve print quality	116
Print from a different software program	116
Check the paper-type setting for the print job	116
Check the paper type setting (Windows)	116
Check the paper type setting (Mac OS X)	117
Check toner-cartridge status	117
Print and interpret the print quality page	118
Clean the product	118
Print a cleaning page	118
Check the scanner glass for dirt and smudges	119
Visually inspect the toner cartridge	119
Check paper and the printing environment	119
Step one: Use paper that meets HP specifications	119
Step two: Check the environment	120
Calibrate the product to align the colors	120
Check other print job settings	120
Check the EconoMode settings	121
Adjust color settings (Windows)	121
Try a different print driver	122
Improve copy and scan image quality	124
Check the scanner glass for dirt and smudges	124
Check the paper settings	124
Check the image adjustment settings	125
Optimize for text or pictures	125
Check the scanner resolution and color settings on the computer	125
Resolution and color guidelines	126
Color	126
Edge-to-edge copying	126
Improve fax image quality	128
Check the scanner glass for dirt and smudges	128
Check the send-fax resolution settings	128
Check the error-correction settings	129
Check the fit-to-page setting	129
Send to a different fax machine	129
Check the sender's fax machine	129
Solve wired network problems	130
Poor physical connection	130
The computer is using the incorrect IP address for the product	130
The computer is unable to communicate with the product	130
The product is using incorrect link and duplex settings for the network	131
New software programs might be causing compatibility problems	131
The computer or workstation might be set up incorrectly	131
The product is disabled, or other network settings are incorrect	131
Solve wireless network problems	132
Wireless connectivity checklist	132
The product does not print after the wireless configuration completes	133
The product does not print, and the computer has a third-party firewall installed	133
The wireless connection does not work after moving the wireless router or product	133
Cannot connect more computers to the wireless product	133
The wireless product loses communication when connected to a VPN	133
The network does not appear in the wireless networks list	133
The wireless network is not functioning	134
Perform a wireless network diagnostic test	134
Reduce interference on a wireless network	134
Solve fax problems	135
Fax troubleshooting checklist	135
Solve general fax problems	136
Faxes are sending slowly	136
Fax quality is poor	137
Fax cuts off or prints on two pages	137

Match case Limit results 1 per page

Solve fax problems

Fax troubleshooting checklist

●

Several possible fixes are available. After each recommended action, retry faxing to see if the problem

is resolved.

●

For best results during fax problem solving, make sure the line from the product is connected directly to

the wall phone port. Disconnect all other devices that are connected to the product.

Verify that the telephone cord is connected to the correct port on the back of the product.

Check the phone line by using the fax test:

From the Home screen on the product control panel, touch the Setup

button, and then touch the

Service

menu.

Select the

Fax Service

menu.

Select the

Run Fax Test

option. The product prints a fax test report.

The report contains the following possible results:

●

Pass

: The report contains all of the current fax settings for review.

●

Fail

: The report indicates the nature of the error and contains suggestions for how to resolve

the issue.

Verify that the product firmware is current:

Print a configuration page from the control panel

Reports

menu to obtain the current firmware

date code.

Go to

www.hp.com/

go/support

, click the

Drivers & Software

link, type the product name in the

search field, press the

ENTER

button, and then select the product from the list of search results.

Select the operating system.

Under the

Firmware

section, locate the

Firmware Update Utility

NOTE:

Make sure to use the firmware update utility that is specific to the printer model.

Click

Download

, click

Run

, and then click

Run

again.

When the utility launches, select the product from the drop-down list, and then click

Send

Firmware

NOTE:

To print a configuration page to verify the installed firmware version before or after the

update process, click

Print Config

Follow the on-screen instructions to complete the installation, and then click the

Exit

button to

close the utility.

Verify that the fax was set up when the product software was installed.

From the computer, in the HP program folder, run the Fax Setup Utility.

Verify that the telephone service supports analog fax.

ENWW

Solve fax problems

125