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HP PageWide Pro 477dw User Guide - Page 152

Fax issues, Fax troubleshooting checklist

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Fax issues 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 plugged directly into the wall phone port. Disconnect all other devices that are connected to the product. 1. Verify that the telephone cord is plugged into the correct port on the back of the product. 2. Check the phone line by using the fax test. On the control panel, touch the Fax application folder, and in the display, touch the Setup icon. Then, touch Tools and touch Run Fax Test. This test verifies that the phone cord is connected to the correct port and that the phone line has a signal. The product prints a report with the results. The report contains the following possible results: ● Pass: The report contains all of the current fax settings for review. ● Fail: The cord is in the wrong port. The report contains suggestions for how to resolve the issue. ● Not run: The phone line is not active. The report 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 the HP website . Click the Support link. Click the Software and Driver link. In the Enter my HP model number field, type the product model number, and click the Find my product button. Click the link for your operating system. Scroll to the Firmware section of the table. ● If the listed version matches the version on the configuration page, you have the most current version. ● If the versions are different, download the firmware upgrade and update the firmware on the product following the onscreen instructions. NOTE: The product must be connected to a computer with internet access to upgrade firmware. ● Resend the fax. 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. 136 Chapter 9 Solve problems ENWW

Section	Page
Product basics	17
Product features	18
Environmental features	19
Accessibility features	19
Product views	20
Front left view	20
Front right view	21
Back view	21
Cartridge door view	22
Power on and off	23
Turn the product on	23
Manage power	23
Turn the product off	24
Use the control panel	25
Control panel buttons	25
Control panel home screen	26
Control panel dashboard	27
Control panel application folders	27
Control panel shortcuts	28
Help features	28
Printer information	29
Help animations	29
Quiet Mode	30
To turn Quiet Mode on or off from the control panel	30
To turn Quiet Mode on or off from the EWS	30
Connect the product	31
Connect the product to a computer or a network	32
To connect the product using a USB cable	32
To connect the product to a network	33
Supported network protocols	33
Connect the product using a wired network	33
Connect the product using a wireless network (wireless models only)	33
To connect the product to a wireless network using the Wireless Setup Wizard	34
To connect the product to a wireless network using WPS	34
To connect the product to a wireless network manually	35
Use Wi-Fi Direct to connect a computer or device to the product	36
To turn on Wi-Fi Direct	36
To print from a wireless-capable mobile device	36
To print from a wireless-capable computer (Windows)	37
To print from a wireless-capable computer (OS X)	37
Install HP printer software for a wireless product already on the network	38
Open the printer software (Windows)	38
Manage network settings	38
View or change network settings	38
Set or change the product password	39
Manually configure TCP/IP parameters from the control panel	39
Link speed and duplex settings	39
Printer management and services	41
HP Embedded Web Server	42
About the EWS	42
About cookies	42
Open the EWS	43
Features	43
Home tab	43
Scan tab	44
Fax tab	45
Web Services tab	45
Network tab	45
Tools tab	45
Settings tab	46
Web Services	47
What are Web Services?	47
HP ePrint	47
Print apps	47
Set Up Web Services	47
Use Web Services	48
HP ePrint	48
Print apps	49
Remove Web Services	50
HP Web Jetadmin software	50
Product security features	50
Security statements	51
Firewall	51
Security settings	52
Firmware updates	52
HP Printer Assistant in the printer software (Windows)	52
Open the HP Printer Assistant	52
Features	52
Connected tab	53
Print, Scan & Fax tab	53
Shop tab	53
Help tab	54
Tools tab	54
Estimated Levels tab	54
HP Utility (OS X)	54
AirPrint™ (OS X)	54
Paper and print media	55
Understand paper use	56
Supported media sizes	57
Supported paper and print media sizes	57
Supported envelope sizes	58
Supported card and label sizes	58
Supported photo media sizes	58
Supported paper types and tray capacity	59
Tray 1 (multipurpose) on left side of the product	59
Tray 2 (default tray) and Tray 3 (accessory tray)	60
Configure trays	60
Load media	61
Load Tray 1	61
Load Tray 2	62
Load optional Tray 3	64
Load envelopes	65
Load letterhead or preprinted forms	67
Load the automatic document feeder	68
Load the scanner	69
Tips for selecting and using paper	71
Cartridges	72
HP PageWide cartridges	73
HP policy on non-HP cartridges	73
Counterfeit HP cartridges	73
Manage cartridges	73
Store cartridges	74
Print with General Office mode	74
Print when a cartridge is at estimated end of life	74
Check the estimated cartridge levels	74
Order cartridges	75
Recycle cartridges	76
Replace cartridges	76
Tips for working with cartridges	78
Print	79
Print from a computer	80
To print from a computer (Windows)	80
To print from a computer (OS X)	81
To set up printing shortcuts (Windows)	82
To set up printing presets (OS X)	82
To adjust or manage colors	83
Choose a preset color theme for a print job	83
Adjust the color options for a print job manually	83
Match colors to your computer screen	84
Control access to color printing	85
Print from the control panel	85
Print using job storage	85
To enable job storage	85
Disable or enable job storage (Windows)	85
Disable or enable job storage (OS X)	85
To apply job storage to one or all print jobs	86
Apply job storage to one or all print jobs (Windows)	86
Apply job storage to one or all print jobs (OS X)	87
To print a job stored on the printer	87
To delete a job stored on the printer	87
Print from a USB device	88
Print with NFC	88
Print with HP ePrint	88
Print off site by sending an email with the HP ePrint app	88
Print from an on-site computer or mobile device	89
Print with AirPrint (OS X)	89
Tips for print success	90
Cartridge tips	90
Paper loading tips	90
Printer settings tips (Windows)	91
Printer settings tips (OS X)	91
Copy and scan	92
Copy	93
Copy settings	93
Adjust lightness or darkness for copies	93
Select a paper tray and paper size for copies	93
Reduce or enlarge a copy	93
Load and copy identification cards	94
Copy photos	95
Load and copy mixed-size originals	96
Copy on both sides automatically	96
Cancel a copy job	96
Scan	97
Scan to a USB drive	97
Scan to a computer	97
To set up scan to computer	97
Set up scanning to a computer (Windows)	98
Set up scanning to a computer (OS X)	98
To scan to a computer from the control panel	98
Scan to email	98
To set up scan to email	98
To scan a document or photo to email	99
Scan a document or photo to email from the control panel	99
Scan a document or photo to email from the printer software	99
To change account settings	99
Scan to a network folder	99
To set up scan to a network folder	100
Set up scan to a network folder in the EWS	100
Set up scan to a network folder in the HP Printer Assistant	100
To scan to a network folder	100
Scan to a network folder from the control panel	100
Scan to a network folder from the printer software	100
Scan to SharePoint	101
To set up scan to SharePoint	101
To scan to SharePoint	101
Scan using HP scanning software	101
Scan using other software	102
To scan from a TWAIN-compliant program	102
To scan from a WIA-compliant program	102
Scan using Webscan	103
Scan documents as editable text	103
Guidelines for scanning documents as editable text	103
To scan a document to editable text (Windows)	104
To scan documents as editable text (OS X)	105
Tips for copy and scan success	106
Fax	107
Set up fax	108
Connect fax to a telephone line	108
Configure fax settings	108
To configure fax settings from the control panel	108
To configure fax settings using the HP Digital Fax Setup Wizard (Windows)	109
Set up HP Digital Fax	109
HP Digital Fax requirements	109
To set up HP Digital Fax	110
Set up HP Digital Fax (Windows)	110
Set up HP Digital Fax (OS X)	110
Set up HP Digital Fax in the EWS	110
To modify HP Digital Fax settings	110
Modify HP Digital Fax settings (Windows)	110
Modify HP Digital Fax settings (OS X)	110
Modify HP Digital Fax settings in the EWS	110
To turn off HP Digital Fax	111
Fax programs, systems, and software	111
Supported fax programs	111
Supported phone services - analog	111
Alternate phone services - digital	111
DSL	111
PBX	111
ISDN	112
VoIP	112
Set fax settings	112
Send-fax settings	112
Set pauses or flash hooks	112
Set a dialing prefix	113
Set tone-dialing or pulse-dialing	113
Set autoredial and the time between redials	113
Set the light/dark setting	114
Set the default resolution	114
Use cover-page templates	115
Receive-fax settings	115
Set fax forwarding	115
Block or unblock fax numbers	116
Set the number of rings-to-answer	116
Set distinctive ring	117
Use autoreduction for incoming faxes	118
Set the fax sounds volume	118
Set stamp-received faxes	118
Send a fax	118
Send a fax from the control panel	119
Use speed dials and group-dial entries	119
Send a standard fax from the computer	119
Send a fax from the software	120
Send a fax using monitor dialing	121
Send a fax using printer memory	121
Receive a fax	122
Receive a fax manually	122
Fax memory	123
Reprint a fax	123
Delete faxes from memory	123
Use the phone book	123
Create and edit individual speed-dial entries	124
Create and edit group-dial entries	124
Delete speed-dial entries	124
Use reports	124
Print fax confirmation reports	125
Print fax error reports	126
Print and view the fax log	126
Clear the fax log	126
Print the details of the last fax transaction	127
Print a Caller ID Report	127
View the Call History	127
Solve problems	128
Problem-solving checklist	129
Check that the product power is on	129
Check the control panel for error messages	129
Test print functionality	129
Test copy functionality	130
Test the fax-sending functionality	130
Test the fax-receiving functionality	130
Try sending a print job from a computer	130
Test the plug-and-print USB functionality	130
Factors that affect product performance	130
Information pages	131
Factory-set defaults	132
Cleaning routines	132
Clean the printhead	133
Clean the scanner glass strip and platen	133
Clean the document feeder pick rollers and separation pad	134
Clean the touch screen	134
Jams and paper-feed issues	135
The product does not pick up paper	135
The product picks up multiple sheets of paper	135
Prevent paper jams	135
Clear jams	136
Jam locations	136
Clear jams from the document feeder	137
Clear jams in Tray 1 (multipurpose tray)	138
Clear jams in Tray 2	138
Clear jams in optional Tray 3	139
Clear jams in the left door	140
Clear jams in the output bin	141
Clear jams in the duplexer	142
Cartridge issues	143
Refilled or remanufactured cartridges	143
Interpret control panel messages for cartridges	143
Cartridge Depleted	143
Cartridge Low	144
Cartridge Very Low	144
Counterfeit or used [color] cartridge installed	144
Do not use SETUP cartridges	144
Genuine HP cartridge installed	144
Incompatible [color]	145
Incompatible cartridges	145
Install [color] cartridge	145
Non-HP cartridges installed	145
Printer Failure	146
Problem with Print System	146
Problem with Printer Preparation	146
Problem with SETUP cartridges	146
Use SETUP cartridges	146
Used [color] installed	147
Printing issues	147
The product does not print	147
The product prints slowly	148
Plug-and-print USB issues	148
The Memory Device Options menu does not open when you insert the USB accessory	148
The file does not print from the USB storage device	148
The file that you want to print is not listed in the Memory Device Options menu	149
Improve print quality	149
Check for genuine HP cartridges	149
Use paper that meets HP specifications	149
Use the correct paper type setting in the printer driver	150
Change the paper type and size setting (Windows)	150
Change the paper type and size setting (OS X)	150
Use the printer driver that best meets your printing needs	150
Align the printhead	151
Print a print-quality report	151
Scan issues	151
Fax issues	152
Fax troubleshooting checklist	152
Change error correction and fax speed	153
Set the fax-error-correction mode	153
Change the fax speed	153
Fax logs and reports	153
Print individual fax reports	153
Set the fax error report	154
Fax error messages	154
Communication error.	154
Document feeder door is open. Canceled fax.	155
Fax is busy. Canceled send.	155
Fax is busy. Redial pending.	155
Fax receive error.	156
Fax Send error.	156
Fax storage is full. Canceling the fax receive.	157
Fax storage is full. Canceling the fax send.	157
No dial tone.	157
No fax answer. Canceled send.	158
No fax answer. Redial pending.	158
No fax detected.	158
Solve problems sending faxes	159
An error message displays on the control panel	159
Document feeder paper jam	159
Scanner error	159
The control panel displays a Ready message with no attempt to send the fax.	159
The control panel displays the message \	160
Faxes can be received, but not sent	160
Unable to use fax functions from the control panel	160
Unable to use speed dials	160
Unable to use group dials	160
Receive a recorded error message from the phone company when trying to send a fax	161
Unable to send a fax when a phone is connected to the product	161
Solve problems receiving faxes	161
An error message displays on the control panel	161
The fax does not respond	161
Voice mail is available on the fax line	161
The product is connected to a DSL phone service	162
The product uses a fax over IP or VoIP phone service	162
Sender receives a busy signal	162
A handset is connected to the product	162
A phone line splitter is being used	162
Cannot send or receive a fax on a PBX line	162
Solve general fax problems	162
Faxes are sending slowly	162
Fax quality is poor	163
Fax cuts off or prints on two pages	163
Connectivity issues	163
Solve USB direct-connect problems	163
Solve network problems	164
Poor physical connection	164
The computer is using the incorrect IP address for the product	164
The computer is unable to communicate with the product	164
The product is using incorrect link and duplex settings for the network	165
New software programs might be causing compatibility problems	165
The computer or workstation might be set up incorrectly	165
The product is disabled, or other network settings are incorrect	165
Wireless network issues	165
Wireless connectivity checklist	165
The product does not print, and the computer has a third-party firewall installed	166
The wireless connection does not work after moving the wireless router or product	166
Cannot connect more computers to the wireless product	166
The wireless product loses communication when connected to a VPN	167
The network does not appear in the wireless networks list	167
The wireless network is not functioning	167
Product software issues (Windows)	167
Product software issues (OS X)	169
The printer driver is not listed in the Print & Scan list	169
The product name does not appear in the product list in the Print & Scan list	169
The printer driver does not automatically set up the selected product in the Print & Scan list	169
A print job was not sent to the product that you wanted	169
When connected with a USB cable, the product does not appear in the Print & Scan list after the driv ...	169
You are using a generic printer driver when using a USB connection	170
Service and support	171
Customer support	172
HP limited warranty statement	173
UK, Ireland, and Malta	174
Austria, Belgium, Germany, and Luxemburg	174
Belgium, France, and Luxemburg	175
Italy	176
Spain	176
Denmark	177
Norway	177
Sweden	177
Portugal	178
Greece and Cyprus	178
Hungary	178
Czech Republic	179
Slovakia	179
Poland	179
Bulgaria	180
Romania	180
Belgium and the Netherlands	180
Finland	181
Slovenia	181
Croatia	181
Latvia	181
Lithuania	182
Estonia	182
Russia	182
Technical information	183
Product specifications	184
Print specifications	184
Physical specifications	184
Power consumption and electrical specifications	184
Acoustic emission specifications	184
Environmental specifications	184
Environmental product stewardship program	186
Protecting the environment	187
Ozone production	187
Power consumption	187
European Union Commission Regulation 1275/2008	187
Paper	187
HP PageWide printing supplies	187
Plastics	187
Electronic hardware recycling	188
Material restrictions	188
General battery information	188
Battery disposal in Taiwan	188
California Perchlorate Material Notice	188
EU Battery Directive	188
Battery notice for Brazil	189
Chemical substances	189
EPEAT	189
Disposal of waste equipment by users	189
Toxic and hazardous substance table (China)	190
Restriction on hazardous substances statement (Turkey)	190
Restriction on hazardous substances statement (Ukraine)	190
Restriction of hazardous substance statement (India)	190
China energy label for printer, fax, and copier	191
China SEPA Eco Label user information	191
Regulatory information	192
Regulatory notices	192
Regulatory model identification number	192
FCC statement	192
VCCI statement (Japan)	193
Power cord instructions	193
Power cord statement (Japan)	193
EMC statement (Korea)	193
Visual display workplaces statement for Germany	193
European Union Regulatory Notice	194
European Union Regulatory Notice	194
Wireless models only	194
Models with fax capability only	194
Additional statements for telecom (fax) products	195
New Zealand telecom statements	195
Additional FCC statement for telecom products (US)	195
Industry Canada CS-03 requirements	196
Notice to users of the Canadian telephone network	197
Australia wired fax statement	197
Notice to users of the German telephone network	197
Additional statements for wireless products	198
Exposure to radio frequency radiation	198
Notice to users in Brazil	198
Canadian statements	198
Japan statement	199
Notice to users in Korea	199
Taiwan statement	199
Mexico statement	199

Match case Limit results 1 per page

Fax issues

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 plugged directly into the

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

Verify that the telephone cord is plugged into the correct port on the back of the product.

Check the phone line by using the fax test. On the control panel, touch the

Fax

application folder, and in

the display, touch the

Setup

icon. Then, touch

Tools

and touch

Run Fax Test

. This test veriﬁes that the

phone cord is connected to the correct port and that the phone line has a signal. The product prints a

report with the results.

The report contains the following possible results:

●

Pass

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

●

Fail

: The cord is in the wrong port. The report contains suggestions for how to resolve the issue.

●

Not run

: The phone line is not active. The report 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 the

HP website

Click the

Support

link.

Click the

Software and Driver

link.

In the

Enter my HP model number

ﬁeld, type the product model number, and click the

Find

my product

button.

Click the link for your operating system.

Scroll to the Firmware section of the table.

●

If the listed version matches the version on the conﬁguration page, you have the most

current version.

●

If the versions are different, download the firmware upgrade and update the firmware

on the product following the onscreen instructions.

NOTE:

The product must be connected to a computer with internet access to upgrade

ﬁrmware.

●

Resend the fax.

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.

136

Chapter 9

Solve problems

ENWW