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HP OfficeJet Pro 8020 User Guide - Page 165

Troubleshoot fax problems, Dial Tone Detection, Fax Line Condition Test

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● If your telephone system is not using a standard dial tone, such as some private branch exchange (PBX) systems, this might cause the test to fail. This does 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 printer to an analog phone line or you cannot 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 printer to an analog phone line and try sending or receiving a fax. After you resolve any problems found, run the fax test again to make sure it passes and the printer is ready for faxing. If the Dial Tone Detection test continues to fail, contact your telephone company and have them check the phone line. The "Fax Line Condition" test failed ● Make sure you connect the printer to an analog phone line or you cannot 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 printer to an analog phone line and try sending or receiving a fax. ● Check the connection between the telephone wall jack and the printer to make sure the phone cord is secure. ● Connect one end of the phone cord to your telephone wall jack, then connect the other end to the port labeled on the back of the printer. ● Other equipment, which uses the same phone line as the printer, 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 printer 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 printer directly to the telephone wall jack. After you resolve any problems found, run the fax test again to make sure it passes and the printer 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. Troubleshoot fax problems What kind of fax problem are you having? ● The display always shows Phone Off Hook ● The printer is having problems sending and receiving faxes ● The printer cannot receive faxes, but can send faxes ENWW Get help in this guide 159

Section	Page
Get started	7
Accessibility	8
HP EcoSolutions (HP and the Environment)	9
Power Management	9
Quiet Mode	10
Optimize Printing Supplies	11
Understand the printer parts	12
Top and front view	12
Printing supplies area	13
Back view	13
Use the printer control panel	15
Lift the control panel	15
Overview of buttons and lights	15
Function buttons	16
Dashboard icons	16
Change printer settings	17
Paper basics	19
Recommended papers for printing	19
Order HP paper supplies	20
Tips for selecting and using paper	21
Load paper	22
Load an original on the scanner glass	32
Load an original in the document feeder	34
Update the printer	35
Open the HP printer software (Windows)	36
Use the HP Smart app to print, scan, and troubleshoot from an iOS, Android, or Windows 10 device	37
Turn the printer off	38
Print	39
Print using a computer	40
Print documents	40
Print brochures	41
Print on envelopes	41
Print photos	42
Print on special and custom-size paper	43
Print on both sides (duplexing)	44
Print using a Mac desktop or laptop	45
Print using the HP Smart app	46
Print with mobile devices	47
Print from mobile devices	47
Tips for successful printing	48
Ink tips	48
Paper loading tips	48
Printer settings tips	49
Copy and scan	50
Copy	51
Scan	52
Scan to a computer	52
Scan to a memory device	53
Scan to email	53
Scan to email through Scan function	53
Set up Scan to Email	53
Scan a document or photo to email	54
Scan using HP Smart	54
Scan from a Windows 10 device	54
Scan from an Android or iOS device	56
Scan using Webscan	56
Create a new scan shortcut (Windows)	57
Change scan settings (Windows)	57
Tips for copy and scan success	59
Fax	60
Send a fax	61
Send a standard fax	61
Send a standard fax from the computer	61
Send a fax from a phone	62
Send a fax using monitor dialing	62
Send a fax using printer memory	63
Send a fax to multiple recipients	64
Send a fax in Error Correction Mode	64
Receive a fax	66
Receive a fax manually	66
Set up backup fax	67
Reprint received faxes from memory	67
Forward faxes to another number	68
Set automatic reduction for incoming faxes	68
Block unwanted fax numbers	69
Receive faxes using HP Digital Fax	70
Set up phone book contacts	71
Create and edit a phone book contact	71
Create and edit a group phone book contact	71
Delete phone book contacts	72
Change fax settings	74
Configure the fax header	74
Set the answer mode (Auto answer)	74
Set the number of rings before answering	75
Change the answer ring pattern for distinctive ring	75
Set the dial type	76
Set the redial options	76
Set the fax speed	76
Set the fax sound volume	77
Fax and digital phone services	78
Fax on Voice over Internet Protocol	79
Use reports	80
Print fax confirmation reports	80
Print fax error reports	81
Print and view the fax log	81
Clear the fax log	82
Print the details of the last fax transaction	82
Print a Caller ID Report	82
View the Call History	82
Additional fax setup	84
Set up faxing (parallel phone systems)	84
Select the correct fax setup for your home or office	85
Case A: Separate fax line (no voice calls received)	87
Case B: Set up the printer with DSL	88
Case C: Set up the printer with a PBX phone system or an ISDN line	89
Case D: Fax with a distinctive ring service on the same line	89
Case E: Shared voice/fax line	91
Case F: Shared voice/fax line with voice mail	92
Case G: Fax line shared with computer modem (no voice calls received)	93
Set up the printer with a computer dial-up modem	93
Set up the printer with a computer DSL/ADSL modem	94
Case H: Shared voice/fax line with computer modem	96
Shared voice/fax with computer dial-up modem	96
Shared voice/fax with computer DSL/ADSL modem	98
Case I: Shared voice/fax line with answering machine	99
Case J: Shared voice/fax line with computer modem and answering machine	101
Shared voice/fax line with computer dial-up modem and answering machine	101
Shared voice/fax line with computer DSL/ADSL modem and answering machine	103
Case K: Shared voice/fax line with computer dial-up modem and voice mail	105
Test fax setup	107
Web Services	108
What are Web Services?	109
Set up Web Services	110
Use Web Services	112
HP ePrint	112
Print apps	112
Remove Web Services	114
Work with cartridges	115
Information on cartridges and the printhead	116
Some color ink is used even when printing with black cartridge only	117
Check the estimated ink levels	118
Replace the cartridges	119
Order cartridges	123
Store printing supplies	124
Anonymous usage information storage	125
Cartridge warranty information	126
Network setup	127
Set up the printer for wireless communication	128
Before you begin	128
Set up the printer on your wireless network	128
Connect your printer by using the HP Smart app	129
Change the connection type	129
Test the wireless connection	130
Turn on or off the wireless capability of the printer	131
Change network settings	132
Use Wi-Fi Direct	134
Printer management tools	137
Toolbox (Windows)	138
Embedded web server	139
About cookies	139
Open the embedded web server	139
Embedded web server cannot be opened	140
Solve a problem	142
Get help with HP online troubleshooting	143
Get help from the printer control panel	144
Get help from the HP Smart app	145
Get help in this guide	146
Jams and paper-feed issues	146
Clear a paper jam	146
Clear a print carriage jam	153
Learn how to avoid paper jams	153
Solve paper-feed problems	154
Printing issues	154
Fix problems with page not printing (unable to print)	155
Fix print quality issues	158
Copy and scan issues	160
Fax issues	160
Run the fax test	160
What to do if the fax test failed	161
Troubleshoot fax problems	165
The display always shows Phone Off Hook	166
The printer is having problems sending and receiving faxes	166
The printer cannot receive faxes, but can send faxes	167
The printer cannot send faxes, but can receive faxes	168
Fax tones are recorded on my answering machine	169
The computer cannot receive faxes (HP Digital Fax)	169
Network and connection issues	169
Fix wireless connection	169
Fix Wi-Fi Direct connection	170
Fix Ethernet connection	170
Printer hardware issues	170
Understand printer reports	172
Printer status report	172
Network configuration page	172
Print quality report	172
Wireless test report	173
Web access test report	173
Solve problems using Web Services	174
Maintain the printer	175
Clean the scanner glass	175
Clean the exterior	176
Clean the document feeder	176
Maintain the printhead and cartridges	177
Restore original factory defaults and settings	179
HP support	181
Technical information	182
Specifications	183
Regulatory notices	186
Regulatory Model Number	186
FCC statement	186
Notice to users in Korea	187
VCCI (Class B) compliance statement for users in Japan	187
Power cord instructions	187
Notice to users in Japan about the power cord	187
Noise emission statement for Germany	187
European Union Regulatory Notice	188
Products with wireless functionality	188
Visual display workplaces statement for Germany	188
Notice to users of the U.S. telephone network: FCC requirements	189
Notice to users of the Canadian telephone network	190
Notice to users of the German telephone network	190
Australia wired fax statement	190
Regulatory information for wireless products	191
Exposure to radio frequency radiation	191
Notice to users in Canada (5 GHz)	191
Notice to users in Taiwan (5 GHz)	191
Notice to users in Serbia (5 GHz)	192
Notice to users in Thailand (5 GHz)	192
Notice to users in Brazil	192
Notice to users in Canada	192
Notice to users in Taiwan	193
Notice to users in Mexico	193
Notice to users in Japan	193
Environmental product stewardship program	194
Eco-Tips	194
Paper	195
Plastics	195
European Union Commission Regulation 1275/2008	195
Safety data sheets	195
Chemical substances	195
EPEAT	195
SEPA Ecolabel User Information (China)	195
Recycling program	195
HP inkjet supplies recycling program	196
Battery disposal in Taiwan	196
California Perchlorate Material Notice	196
European Union Battery Directive	196
Battery notice for Brazil	196
Power consumption	196
China Energy Label for Printer, Fax and Copier	197
Disposal of waste equipment by users	198
Waste disposal for Brazil	198
The Table of Hazardous Substances/Elements and their Content (China)	199
Regulation on the Control of Waste Electrical and Electronic Equipment (Turkey)	199
Restriction of hazardous substance (India)	199
Declaration of the Presence Condition of the Restricted Substances Marking (Taiwan)	200

Match case Limit results 1 per page

●

If your telephone system is not using a standard dial tone, such as some private branch exchange (PBX)

systems, this might cause the test to fail. This does 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 printer to an analog phone line or you cannot 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

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

After you resolve any problems found, run the fax test again to make sure it passes and the printer is ready

for faxing. If the

Dial Tone Detection

test continues to fail, contact your telephone company and have them

check the phone line.

The "Fax Line Condition" test failed

●

Make sure you connect the printer to an analog phone line or you cannot 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

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

●

Check the connection between the telephone wall jack and the printer to make sure the phone cord is

secure.

●

Connect one end of the phone cord to your telephone wall jack, then connect the other end to the port

labeled

on the back of the printer.

●

Other equipment, which uses the same phone line as the printer, 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 printer 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 printer directly to the

telephone wall jack.

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

Troubleshoot fax problems

What kind of fax problem are you having?

●

The display always shows Phone

Oﬀ

Hook

●

The printer is having problems sending and receiving faxes

●

The printer cannot receive faxes, but can send faxes

ENWW

Get help in this guide

159