Laserjet Pro MFP M428fdw - Fax troubleshooting checklist

If your printer is a fax model and you are experiencing fax issues, several possible fixes are available. Try the following actions to resolve the issue. After each recommended action, retry faxing to see if the problem is resolved.

NOTE:

For best results when troubleshooting fax issues, make sure the line from the printer is connected directly to the wall phone port. Disconnect all other devices that are connected to the printer.

Check the printer fax port

Verify that the telephone cord is securely connected to the fax port on the back of the printer (not the network port).

Run a fax test report

Run a fax test report from the printer control panel to identify any issues with the printer, phone line connection, or fax settings.

NOTE:

The steps vary according to the type of control panel.

TOUCHSCREEN WITH WHITE BACKGROUND

TOUCHSCREEN WITH BLACK BACKGROUND

Click the section below for your control-panel type and then follow the steps provided.

Touchscreen control panel with white background

Follow these steps if your printer has a touchscreen control panel with a white background.

TOUCHSCREEN WITH WHITE BACKGROUND

1. From the Home screen on the printer control panel, swipe the tab at the top of the screen downward to open the Dashboard, and then touch the Setup icon .

2. Scroll to and touch Fax Setup, and the touch Tools.

3. Touch Run Fax Test.

   The printer prints a fax test report.

4. Review the fax test report 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.

Touchscreen control panel with black background

Follow these steps if your printer has a touchscreen control panel with a black background.

TOUCHSCREEN WITH BLACK BACKGROUND

1. From the Home screen on the printer control panel, touch the Setup icon  (or ).

2. Touch Service, and then touch Fax Service.

3. Touch Run Fax Test.

   The printer prints a fax test report.

4. Review the fax test report 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.

Update the printer firmware

Try updating the printer firmware. Firmware updates help address any known issues and add new features throughout the life of the printer.

For instructions to update the printer firmware, refer to the following document:

HP LaserJet Pro - Update the printer firmware

Verify fax setup

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

From the computer, open the HP program folder, click the printer name to open the print driver software, and then run the Fax Setup Utility.

Telephone service

Verify that the telephone service supports analog fax.

• If using ISDN or digital PBX, contact your service provider for information about configuring to an analog fax line.

• If using a VoIP service, change the Fax Speed setting to Slow (V.29) from the printer control panel. Ask if your service provider supports fax and for the recommended fax modem speed. Some companies might require an adapter.

• If you are using a DSL service, make sure that a filter is included on the phone-line connection to the printer. Contact the DSL service provider, or purchase a DSL filter if you do not have one. If a DSL filter is installed, try another filter because filters can be defective.

https://support.hp.com/