Question about HP Officejet 6310 All-In-One InkJet Printer

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HP Officejet 6310 will no longer receive a fax, but can send one

Have e mailed with HP tech support over three days. None of their routines works. Fax shares a line with a credit card machine, which works fine. Phone company verified line is operable. Fax Test report indicates all PASS - all connections are OK. I disconnected the credit card machine and switched the fax line with the phone line. No success. I do not have VoIP.

When someone tries to fax me, they hear two rings then a busy signal.

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  • Carlos Soto
    Carlos Soto May 11, 2010

    As I understand it:

    You can connect the telephone line to your credit card machine and it works fine correct?

    Then when you connect the telephone line to the fax, it doesn't, correct?

    What happens if you connect the telephone line to the fax, then the credit card machine to the fax's external connection?

    My thinking would be that if the credit card machine works, then the issue would be a logic issue with the fax. If the CC machine does not work, then it may be the phone jack on the fax not working at all.

    Has the fax machine EVER worked? Is this a recent issue? By the model number, I must ask, how old is the machine?


  • Tom
    Tom May 11, 2010

    This is not a stupid as it may sound but, did HP actually send you a fax as a test



    Have you had any lightning in your area during the past week.



    Modems are really fragile when it comes to surges on telephone lines and can lose either send or receive.



    A big burst of energy can wipe out the chips which do the tonal bursts leaving the modem working but dead if you know what I mean



    If all else fails I would uninstall the machine , switch the PC off and then do a re-install in case you have corrupted some support files

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  • 1,996 Answers

Have you checked the online support guides to make sure your fax is connected properly. There is a lot to work through, but you should be able to test your setup and see if you can send faxes but not receive them. See links here, here, and here. Treat the credit card machine as if it were a telephone answering device or another phone on the line.

I hope this information allows you to resolve this issue. If you need further assistance, please post back with a comment to this thread.
If I've managed to answer your question or solve a problem, please take just a moment to rate this post....thanks!

Posted on Jun 16, 2009

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1 Answer

Why does my credit card machine give me a message of Please Try Again -CE?


CE is the error message it means COMMUNICATION ERROR
the machine is saying it cant communicate: meaning how is it connected to a phone line? you said you took off the splitter.
make sure the phone line is not faulty and is not too long of a cord and is not sharing with any device. the line you use to have on the splitter is it connected to a fax line > does it need a prefix (pabx code) to get an outside line : like a 9 to dial out?
try connecting the phone line from the machine directly to the phone jack and try to process a sale. good luck !

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It's entirely possible that your fax machine will just miraculously start working again. If it was hooked up to your computer you'd possibly be getting an error message, which when interpreted by its code number, would tell you it's not receiving the phone signals correctly for a period of time but soon will.

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BUSY SIGNAL UNABLE TO RECIEVE FAX


You should unplug your fax machine from the phone wire and call your fax number to see if it is still busy. If it is then you have some other device sharing the line that is holding the line busy or a short in a wire. Remove all other devices (computer modem, credit card machine, cable/satellite box, alarm system etc) and check again. If it is still busy you may have to call your phone company to have them diagnose the problem. If the line is cleared start adding each device back to the line and check between each to see if the line busy's up. If it does it may be the device or the wire (the wire may be damaged and shorting the line).

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Hi my machine wont send or recieve a fax despite being properly connected. printing from computer is fine. has worked fine up until today


Hi check the following article to from HP
Problems with sending and receiving FAX

HP FAX ISSUES


Check the TELEPHONE LINE

Make sure that you have plugged the phone cord directly and securely into the wall jack and into the back port of the fax product. The fax port on your product is marked "Line," "To Wall Jack," or with a wall jack symbol.

Check LIU

Make sure the Line Interface Unit (box that the phone cord plugs into) is fully seated into the back of the fax product.

Remove the SPLITTER

Remove any other devices from the line such as splitters, credit card machines, or telephone answering machines.


Can try sending the Fax on Another Line


CHECK WITH DIFFERENT CABLE
Try using a different telephone cord.

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You should have a dedicted analog phone line for your fax machine.

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I Strongly suspect phone line.
If is it a DSL line you may need to filter is. If it is a digital line, then you shold switch to analogue.
I would start by just replacing the phone cord between the machine and the jack.
My other question is, are there any other devices plugged into the same phone line with the fax machine. A credit card reader, an answering machine? If so try removing them and see if there is some problem with a shared line.
But more then likely, you have a line with static, a bad groung. Low phone line voltage, current. some other line issue is very possible.
Suspect strongly a phone line issue

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Set up


Make sure ECM is turned on. Do not turn on Junk Fax because you will most likely block other faxes.
If you really want the fax machine to work properly, you should connect it to a dedicated line.
You will be disappointed with performance if you try sharing it with other items on the same line.
Reasons, your fax line will be busy when your other functions are being used, and obviously you will miss faxes.
If you are taking a call or message when fax comes in, if the machine is made to give faxes first priority, you will be disconnetcted.
Also, which one do you want to set to pick up first?
The fax machine answers on a certain ammount of rings and so does Voice mail. Which has priority to you. DO you want to miss faxes for messages, or messages for faxes.
Set up vioce mail for 3 rings and fax for 4, then you miss the fax. Reverse it and you miss the message.
Just telling you, I have people call all the time for issues with faxes on the same lines with other items, Answering machines, credit card billers, other phones, etc etc etc.
Good luck. But putting multiple items on the same phone line is setting you up for disappointing performance. And it will not be the problem of the fax machine, It is designed to do what it is supposed to.
Just telling you the truth up front. If your faxes and messages are both important to you. You need a dedicated line for the fax.

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