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  1. #1
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    HP Enterprise MFP M630 Fax issue

    Being tasked with working on things We really should not...Am not familiar enough with this model so looking for some direction/ideas.

    The MFP has a fax option installed that has worked (seemingly) for years. We did not install the product and have been contracted by the selling agent that's on the other side of the USA from us...*sigh*

    listening in on the FAX conversation with my but set.
    When sending a fax, the machine will dial, will start the handshake process, and the handshake and pause, drop the line (hang up), sends data...so the fax fails. -or-
    It will dial, handshake, pause, send data, drop the line before the EOF. Receiving fax may or may not get the image data and print it and the M630 will give a fax failure

    When receiving a fax it will ring, pickup, handshake, pause, hang up.

    I upgraded the firmware to the latest, am weary of resetting the machine and reformatting as so-far in reading the service manual and what I can find; I don't see a way to export out all their settings and address books.

    Told the selling agent that I think it's the fax board, which apparently so did another 3rd party service person they tried before me also told them. Guy has rounded up a fax board from somewhere and I am to install it but...no clue if that will do anything or not.

    The unit is a the full MFP version without a finisher
    Any thoughts would be appreciated.

  2. #2
    Service Manager 5,000+ Posts
    HP Enterprise MFP M630 Fax issue

    Phil B.'s Avatar
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    Re: HP Enterprise MFP M630 Fax issue

    Quote Originally Posted by Vincent128 View Post
    Being tasked with working on things We really should not...Am not familiar enough with this model so looking for some direction/ideas.

    The MFP has a fax option installed that has worked (seemingly) for years. We did not install the product and have been contracted by the selling agent that's on the other side of the USA from us...*sigh*

    listening in on the FAX conversation with my but set.
    When sending a fax, the machine will dial, will start the handshake process, and the handshake and pause, drop the line (hang up), sends data...so the fax fails. -or-
    It will dial, handshake, pause, send data, drop the line before the EOF. Receiving fax may or may not get the image data and print it and the M630 will give a fax failure

    When receiving a fax it will ring, pickup, handshake, pause, hang up.

    I upgraded the firmware to the latest, am weary of resetting the machine and reformatting as so-far in reading the service manual and what I can find; I don't see a way to export out all their settings and address books.

    Told the selling agent that I think it's the fax board, which apparently so did another 3rd party service person they tried before me also told them. Guy has rounded up a fax board from somewhere and I am to install it but...no clue if that will do anything or not.

    The unit is a the full MFP version without a finisher
    Any thoughts would be appreciated.

    1) what error code is logged?

    2) Could the customer have switched to a VOIP setup?

    3) can you post the fax config pages?

    4) what are the Fax settings?

    5) you need to find the CAUSE of the problem BEFORE swapping any boards

    6) have you tried a different phone line (cable)

    7) is ECM on or off?

    8) what speed is the fax trying to use?

    9) do ANY faxes go through?

    Phil B. ' The Dentist '

  3. #3
    Master Of The Obvious 10,000+ Posts
    HP Enterprise MFP M630 Fax issue

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    Re: HP Enterprise MFP M630 Fax issue

    Quote Originally Posted by Phil B. View Post
    1) what error code is logged?

    2) Could the customer have switched to a VOIP setup?

    3) can you post the fax config pages?

    4) what are the Fax settings?

    5) you need to find the CAUSE of the problem BEFORE swapping any boards

    6) have you tried a different phone line (cable)

    7) is ECM on or off?

    8) what speed is the fax trying to use?

    9) do ANY faxes go through?

    Phil B. ' The Dentist '
    That's my first inclination. If you don't have a reliable analog (or reliable VOIP) line to test on, I'd transport the machine to your office and fax a bit. There's no sense throwing parts at a machine that won't be fixed by it.

    I've told this one before, but it bears repeating:
    For nearly two years we had a Toshiba at a heart specialists office. We got calls at 3 week intervals, first for won't Tx, then eventually for compressed images and unreadable faxes Tx. I gave my spiel so many times that I had it pre-printed so I could just hand them another copy of it. As luck would have it the controller happened to be there one day, overhearing my talk. He cut in at one point, saying: "You mean would could have fixed this over a year ago with an analog phone line ... ~$35 bucks a month? Get the phone line!" I never went back again for fax issues.

    =^..^=
    If you'd like a serious answer to your request:
    1) demonstrate that you've read the manual
    2) demonstrate that you made some attempt to fix it.
    3) if you're going to ask about jams include the jam code.
    4) if you're going to ask about an error code include the error code.
    5) You are the person onsite. Only you can make observations.

    blackcat: Master Of The Obvious =^..^=

  4. #4
    Service Manager 5,000+ Posts
    HP Enterprise MFP M630 Fax issue

    Phil B.'s Avatar
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    Re: HP Enterprise MFP M630 Fax issue

    Quote Originally Posted by blackcat4866 View Post
    That's my first inclination. If you don't have a reliable analog (or reliable VOIP) line to test on, I'd transport the machine to your office and fax a bit. There's no sense throwing parts at a machine that won't be fixed by it.

    I've told this one before, but it bears repeating:
    For nearly two years we had a Toshiba at a heart specialists office. We got calls at 3 week intervals, first for won't Tx, then eventually for compressed images and unreadable faxes Tx. I gave my spiel so many times that I had it pre-printed so I could just hand them another copy of it. As luck would have it the controller happened to be there one day, overhearing my talk. He cut in at one point, saying: "You mean would could have fixed this over a year ago with an analog phone line ... ~$35 bucks a month? Get the phone line!" I never went back again for fax issues.

    =^..^=
    I had a pediatrics office that worked for over 2 years.. other techs went out couldn't narrow the real problem .. I went out and found a Analog/Digital 'splitter' but they didn't have an analog line plugged in.... and didn't inform the OM of the changes.. my boss agreed to their 'compromise' payment for my time only... but he jacked the time up to network support $145/hr and didn't charge for the extra 15mins.. Great deal for them and him. Not so much for me.. I got regular 'tech' pay. The network guy had left at 12:00.. this call came in @ 1400

  5. #5
    IT Manager 2,500+ Posts bsm2's Avatar
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    Re: HP Enterprise MFP M630 Fax issue

    Try setting the send and receive baud rate to 9600 for both and test


    On HP machines ECM (Error Correction Mode) is defaulted as on. Turning off or disabling ECM will allow faxes over VoIP to continue without a retransmit if small bits of information is missing, which is very typical of data sent over the Internet. You will want to make sure that ECM is disabled.


    Note: HP fax machines that offer three speeds are the usually listed as Fast, Medium and Slow. The medium and slow speeds are in order 14,400bps and 9600bps. We suggest always opting for 9600bps for VoIP, as the medium speed of 14,400 in ideal circumstances could allow faxes to successfully transmit, but on days when less than ideal circumstances occur (higher latency, slight packet loss, etc.) they will fail at 14,400bps. Some VoIP connections may always fail at 14,400bps, but transmit with 9600bps.

  6. #6
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    Re: HP Enterprise MFP M630 Fax issue

    The bigest issue is that I am a 3rd party in this mess..I hate these situations and tell our people to avoid them but they think we can make a quick buck...
    The 'other guys we had look at it' also stated to replace the fax board; I could get no useful info about that from anyone.

    I'll try and get more of the information requested when onsite.
    The ONLY thing i know about this machine and HP in general within the last 15 years is what I read so far in the manual and what I could figure out poking around on it's web interface - it looks like nothing similar to anything else so I am flying blind.


    I did ask about thier phone system - they have no clue and there is no one to talk to..Joy...
    I can't take it off site - a)it too big b)there is no way the company on the other side of the USA that paying us to work on it would OK that level of T&M pricing nor be OK with being down for days while I tinker at the shop.

    I did not see an fax error log anywhere, I may have missed that in the manual and in poking around - All i got was what was displayed on screen, please point my in the right direction in/on documentation and I'll gather,

    1) what error code is logged? - see above

    2) Could the customer have switched to a VOIP setup? - Not that they are aware of, I was able to call and receive calls with my but set but I do think the phone system sounds weird with its tones but the communication audio handshakes sounds normal to my ears.

    3) can you post the fax config pages? - attaching what I was able to print

    4) what are the Fax settings? - attaching what I was able to print

    5) you need to find the CAUSE of the problem BEFORE swapping any boards - oh, I agree, I just have little to go by on this one and they are a 3rd party T&M, not my customer and will not be in the future, they will stick with their corp. outsourced people.

    6) have you tried a different phone line (cable) - yes, both a 2 wire and a 4 wire

    7) is ECM on or off? seems to be on, machine hangs up after handshake and not during image sending so I did not try thet - will when onsite

    8) what speed is the fax trying to use? Medium

    9) do ANY faxes go through? yes, send faxes sometimes go through to our shop, though the HP hangs up before fully completing the EOF and displays the fax error. I have not been able to get an incoming to go through but they were only tested from our shop fax. which is an Toshiba ES-350 that refuses to die.

  7. #7
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    Re: HP Enterprise MFP M630 Fax issue

    DOC091620-09162020120906.pdfAttached is a few t.30 protocol traces if anyone remembers how to read these things.

    We were unable to trace down any other fax lines in the building
    Fax board did not help but we kinda knew that.

    I messed with various settings - the machine will send faxes if the speed is set to high with no ECM - anything else and it the phone will drop just after handshake; the machine does not seem to know this and continues to try and send until it errors.

    No setting seems to help with receiving - You can see by the trace that the machine picks up, it hand shakes and negotiates transmission speed, encoding and correction etc, then the line drops for no reason that I can figure.

    You can hear it drop to dial tone when listening in via butset, the machine will continue to transmit for awhile after the line drops to dial tone.

    I think it's the phone system.
    We don't carry any table top machines in stock so i don't have anything to easy swap out for some quick testing.
    The company that is outsourcing the onsite service to us wants me to re-ini the main board...but since this is in a medical office and I do not have ANY documentation as to what to reprogram into the machine and also no body can give be the service reset code I told them no, not until you can line up someone to re-integrate the machine into their office or gather all the info to do so.

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