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Officejet pro 8500 fax issue

I have a PBX system in the office. There use to be an OfficeJet d135 connected with the fax working.

When i connected the officejet pro 8500 it would not get a dial tone.

I need assistance troubleshooting this dilema. One fax works and the new one doesn't

Thanks,

tobe
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tobe1424
Asked:
tobe1424
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1 Solution
 
Michael DyerCommented:
The first thing to do is to take the OfficeJet 8500 to a different phone line and see if it works there.  It is possible that you just have an out of box failure.  Contact HP for an RMA.

It it is working fine on a different line, then you need to try a manual dial.  Connect a handset to the phone jack on the unit and try to manually dial out.  If that works, it indicates the unit is not recognizing the dial tone from your PBX.  Ask your phone vendor if there is anything he can do on his end.
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da3veCommented:
Let's start with the basics.

If you connect the new fax to the same phone cable and phone port, does it work? Are you connecting to the port directly below the USB port
8500-phone.JPG
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da3veCommented:
I submitted too soon. Sorry.

If you are using a different PBX port, can you plug in the old machine or an analog phone into the new port to get a dialtone? Many PBX units use digital stations that are not compatible with an analog fax/phone.
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tobe1424Author Commented:
Thanks for the input and guidance folks.

I am using the exact same port that the officejet d135(legacyMultifunction) was previously using.

i believe the phone system here is digital. The officejet d135 seems old and it works but the 8500 does get a dial tone.

What should I do if its digital?

I will try to connect it to another port.

Thanks and regards,

tobe
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da3veCommented:
The fax machines are all (99% of them) going to be using analog (voice) lines. If the fax lines are running through the PBX there will be a section (or card or module) of the PBX that supports analog devices (fax, conference room "star" phones, modems, et al). It all comes down to the PBX configuration.

First, you can try to verify that the new cable works with the old fax machine. Analog phone cables only require the center two wires so the new cable should work in the old machine without error.

If the 8500 is not getting a dial tone using the same port and either cable, then the 8500 may be bad. You should try to connect the 8500 to a different analog line just to be sure. Again, conference phones (e.g. Polycom) or modem lines are a likely to be analog. Just be careful because fire and burglar alarm lines can be analog lines as well. Unplugging them can cause the monitoring company to send the police or fire department.

If the 8500 doesn't work in a different analog port, I'd box it up and get a replacement.
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tobe1424Author Commented:
I havent tried the new cable. I didn't see the new cable. However, the old fax indeed has a new 4pin rj11 and gets a dial tone.

Should I use an analog cable with the new 8500?

Thanks,

tobe
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da3veCommented:
The RJ-11 should work in either machine.
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tobe1424Author Commented:
Ok.

So do you think there need to be something configured on the PBX ?

Or do you think we can rule this one faulty?

Note: the OJ Pro 8500 does make some sort of sound. But it's not the steady dial tone that we usually hear.

Thanks for your suggestions once again,

Regards,

Tobe
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Michael DyerCommented:
If you want to be sure, take it home and plug it into the analog phone line at you home.  If it does not work there either, it is faulty.

Silly question, but if this is a new unit, have you tried calling HP support?  It should be covered.
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da3veCommented:
I don't know what the default setting is for the modem speaker; it may be defaulted to low or 0 so you won't hear it. You should hear a relay click when it goes off-hook. Per the manual, you can set the fax volume in the setup menu.



Have you tried to send a test fax from the 8500 to see if it is just the speaker setting?

A google search provided a few test fax options if you don't have someone you can fax to/from:
http://www.google.com/search?q=test+fax+machine

With respect to the PBX there isn't anything to configure on the analog, in most cases. Your wiring may have the polarity reversed. The red/green or blue/white pair of wires has a polarity assigned to it and there are testers out there to verify that it is actually wired correctly, bit it may or may not have an affect on the outcome. Since the other fax is working, it's probably okay.


fax-vol.JPG
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tobe1424Author Commented:
Thanks.

I have the volume set to loud in order to hear any tone.

If I try sending it fax, it doesn't send. Eventually I get a "busy" tone when I press 9#

While the old fax has a "dial" tone.

Hope this helps.

Thanks,

tobe
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tobe1424Author Commented:
Any other suggestions?

Thanks,

tobe
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Michael DyerCommented:
Sounds like it is defective to me!
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tobe1424Author Commented:
Can we confirm that the fax portion of the OJ Pro 8500 was DOA since we know the following:

-dial tone for split second then it goes to a busy tone after pressing 9#

-after connecting an analog for to the EXT port the I get the same tone on the phone

-the fax logs state no answer or busy

-a different fax machine seems to works

Aside from me dialing i.e. 9-555-555-5555, is there anything else I might be doing incorrect?

Or can I rule this broken.

PS - the reason why i havent contacted Hp with because the folks here at EE will generally give you a more reasonable reply without been transfered to the correct department a handful of times.

Thanks again,

tobe

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da3veCommented:
I think it is safe to call it bad. HP shouldn't ask for more troubleshooting than we've done here.

If it is a newly purchased machine, you might also be able to return it without having to contact HP.

Good luck.
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tobe1424Author Commented:
I think its officially a DOA.

The fax test results all pass. But when it comes time to dial it just doesn't.

DOA!
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tobe1424Author Commented:
i object.

The pause is a dash and not the pound symbol.

The fax is working.
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tobe1424Author Commented:
I found out that the - replaced the # symbol for a pause
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